Responsibility Separation
Clear separation of responsibilities between platform, advisor, and employer.
Why Responsibility Clarity Matters
Most partnership problems stem from unclear responsibility attribution. When something goes wrong, ambiguity about “who owns this” creates conflict and liability exposure.
This material ensures you understand exactly what you own, what you don’t, and how to handle situations that cross boundaries.
The Three Parties
Platform (Bounded Health)
Owns:
- • Clinical protocol design and execution
- • Member outreach and communication
- • Prescriber coordination and follow-up
- • Biometric monitoring and alerts
- • Exception handling and escalation
- • Data collection and reporting
- • Compliance and regulatory adherence
Does NOT Own:
- • Client relationship strategy
- • Employer internal communications
- • Authorization decisions (scale-up)
- • Advisory fee arrangements
Advisor (You)
Owns:
- • Primary client relationship
- • Strategic positioning and messaging
- • Pilot qualification and scoping
- • Executive communication and QBRs
- • Escalation coordination (strategic)
- • Full-scale authorization advocacy
Does NOT Own:
- • Clinical decisions
- • Member-level operations
- • Program execution details
- • Data access or reporting
- • Compliance certifications
Employer (Client)
Owns:
- • Authorization decisions (pilot and scale)
- • Internal stakeholder alignment
- • Employee communications strategy
- • Data access provision (PBM coordination)
- • Budget allocation
Does NOT Own:
- • Program design
- • Clinical protocol execution
- • Member-level decisions
- • Outcome guarantees
What Advisors Should Never Claim
“We'll make sure no one complains.”
You cannot guarantee member experience. Exception processes exist, but some members will have concerns. That's expected and manageable.
“The clinical team will approve your population.”
You cannot commit Bounded Health to clinical decisions. Eligibility is determined by protocol criteria, not advisor assurances.
“I'll handle that issue directly.”
If an issue is operational (member-level, clinical, compliance), it's not yours to handle. Coordinate, don't own.
“We can customize the protocol for your needs.”
Protocol modifications require Bounded Health approval. Never commit to customizations without verification.
How to Respond When Responsibility Is Unclear
When you're unsure who owns something, default to these principles:
Principle 1: If It's Clinical, Defer
Any question involving clinical decisions, member health, or protocol execution goes to Bounded Health. No exceptions.
Principle 2: If It's Relationship, Own It
Questions about strategic positioning, executive concerns, or client sentiment are yours. Don't wait for Bounded Health to manage your client relationship.
Principle 3: If It's a Commitment, Verify First
Before promising anything outside standard parameters, check with Bounded Health. Better to say “let me confirm” than to overcommit and backtrack.
Principle 4: If It's Legal/Compliance, Escalate
Any question with legal, regulatory, or compliance implications goes immediately to Bounded Health. Never answer these yourself.
Common Boundary-Crossing Scenarios
Scenario: HR Director Contacts You About a Complaint
An HR leader receives a member complaint and calls you directly.
Correct response: Acknowledge the concern, explain that member issues are handled by Bounded Health operations, and offer to coordinate a follow-up. Do not attempt to resolve the member issue yourself.
Scenario: CFO Asks for a Custom Reporting Format
The CFO requests a specific report format that isn't standard.
Correct response: Say you'll check if that format is available and get back to them. Do not commit to custom reports without confirming capability with Bounded Health.
Scenario: Client Asks You to Pause the Pilot
A stakeholder gets nervous mid-pilot and asks you to “pause things.”
Correct response: Acknowledge the concern and schedule a conversation to understand the issue. Coordinate with Bounded Health on any actual pause—you cannot unilaterally stop operations.
Questions about responsibility boundaries? Contact the partnerships team.
Contact Partnerships Team