They got the COE referral—now what?

Helping patients take the next step in Cancer Care

For health plans and employers, Centers of Excellence (COEs) represent the gold standard in Cancer Care: top-tier institutions delivering evidence-based treatment, cutting-edge therapies, and coordinated support.

But getting someone referred is only half the battle.

In fact, many patients—especially those navigating cancer for the first time—never make it to their COE appointment. They’re stuck in the space between diagnosis and action. They’re overwhelmed. Or they simply don’t know what to do next. 

This isn’t just a navigation problem. It’s a coordination failure. And it’s costing lives, outcomes, and dollars. 

~13% increase
in mortality with every delayed month

The system breaks down before diagnosis—and keeps failing after

Let’s look at the reality facing most people referred to a COE: 

• They don’t know what the referral includes (or doesn’t). Is it a one-time second opinion? Full care transfer? Are diagnostics included? Transportation?
• They’re juggling multiple portals and points of contact. A diagnosis, a treatment plan, and a COE appointment, all coming from different systems, providers, and inboxes. 
• They often wait weeks for records to transfer, delaying treatment and adding to already sky-high anxiety.
• And they’re rarely assigned a clear next step. The burden is on the patient to follow-up, call back, advocate, coordinate, schedule—and show up. All while managing a life-altering diagnosis. 

What patients need isn’t just access. They need connection.

At Color, we’ve learned something simple but overlooked: Access to a COE only matters if people actually get there, and their care is connected before, during, and after. Our partners at Carrum Health are a good example of a well implemented COE strategy the covers many of the points above. 

That’s why our Virtual Cancer Clinic model includes: 

• End-to-end support. We don’t just “refer.” We gather and transfer records, prep patients for their appointments, coordinate scheduling, secure transportation as needed, and follow-up to translate findings into action. When a patient wants care through a COE, we make a warm handoff, and continue to support them throughout treatment and beyond.
• Dedicated, expert care team across every step. From risk to remission, patients are supported by a dedicated team that stays with them—regardless of where treatment happens. 
• Built-in urgency. The median time from abnormal screen to confirmed diagnosis is 6-8 months, Color is able to reduce this timeline by up to 55% through better coordination and support. 
• Patient-first design. Support is virtual, bilingual, and designed for real-world lives. That means lower no-show rates, higher treatment adherence, and fewer patients falling through the cracks. 

Health plans and employers deserve more than a static network map

Offering COE access is table stakes. Making is usable, navigable, and clinically integrated—that’s where the real value lives. And that’s what sets Color apart. 

Because if you’re investing in COE networks but not helping patients use them, you’re not just wasting money. You’re missing the moment that matters most. 

¹ Color internal data, 2023: Median of 13 days from screening to treatment initiation through Virtual Cancer Clinic.