Why is role clarity such a major challenge in care coordination?

Because many coordination activities fall into “gray zones” where it’s unclear who owns the task—especially follow-up, outreach, and engagement after initial contact.

Without defined ownership:

• Tasks get delayed or dropped
• Follow-up is inconsistent
• Staff assume someone else is responsible

High-performing systems explicitly define:

• What happens if it doesn’t
• Who owns each step
• When it must happen