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2022-10-07_jpatchett_Start of Care Process.docx

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DRAFT: Start of Care Process

There are two scenarios for Start of Care that need to have a process/procedure: Normal Business Hours and After Hours/On-Call.

Below is the breakdown of the TWO scenarios and the process flow created to handle them both:

Normal Business Hours

After Hours/On-Call

Normal Business Hours

The visual process flow looks like this:

Leads

There are three categories of leads: Consumer (Google and other print ads), Word of Mouth (WOM), and Referral Partner.

Consumer and WOM leads will immediately flow to the Care Solutions Manager(s) Tina Evanchik (Fort Myers & Naples) and Susan Henkel (Bradenton & Sarasota). If you happen to get a lead of any kind, please be sure to provide a warm welcome to the caller and get them over to the appropriate Care Solutions Manager.

Referral leads often come in directly to our HCL (Home Care Liaison)/Marketing Team. For those leads we ask the HCL to please do a warm welcome and intro to the company. Gather general information about the client/family and enter it into Salesforce. Inform the potential client or family member that you will have our Care Solutions Manager reach out to them right away. At that point you can either transfer the call or gather the phone number for them to be reached and pass it through to the Care Solutions Manager (Tina or Sue).

At this point your role in the inquiry process is complete and you now must trust that the Care Solutions Manager is looking out for the company’s best interest which includes yours. Throughout the process the Care Solutions Manager and the Client Success team will be meeting with you and keeping you apprised of the progress of that lead and any ongoing care.

Leads To Assessments

The Care Solutions Manager (Tina & Sue) will do a complete intake/inquiry process and will complete 70% of the sale over the phone with the potential client/family member. In this process they will be qualifying the caller both from a service and a financial perspective to ensure we are the right fit for them and vice versa.

Should they determine that the lead is not qualified they will provide them any parting information or recommendations and mark them as closed lost/unqualified in Salesforce.

If they determine this is the right fit but the family is not ready to move forward for some reason, they will tag the account in Salesforce for follow up at a later time based on the situation. It is important that we do not lose touch with this potential client and a minimum of 3 follow up attempts is required.

If the family is ready to move forward with an assessment the Care Solutions Manager will proceed with booking the appointment. At this point they should also alert the staffing specialists and the associated Client Success Manager for that area of the appointment and pending start.

NOTE: In all scenarios above it will be KEY that the Care Solutions Manager dig in deep to identify the referral source. We know that often a referral from a referral partner may come in through google and that could be the initial response so the Client Solutions Manager must dig in deeper to understand if that really is the case or if it came from another source that may be related to a referral partner. All HCL referral accounts are loaded in Salesforce and this list can be cross referenced after the inquiry/intake call is complete and then update the account accordingly.

Assessments to Clients

Once the assessment is booked the Care Solutions Manager will meet with the potential client/family in person at their home or desired meeting location. During the assessment process the Care Solutions Manager will finalize any additional information needed to start the “draft” of the Care Plan and Safety Assessment along with any other Start of Care (SOC) paperwork.

If during the in person visit it is determined that this is not a good match for both parties the account will be marked as Closed/Lost in Salesforce then tagged and marked for follow up. The assessment process will end.

Should the match be a great fit, the Care Solutions Manager will complete the necessary SOC paperwork and alert the Staffing Team, corresponding Client Success Manager for that area, and the HCL if applicable. They will also mark the client as Closed/Won in Salesforce and convert to client. The Care Solutions Manager MUST ensure a very smooth handoff/transfer of the client to the Client Success Manager. This includes informing the client and family of the Client Success Managers name, role and that they will be their main point of contact for all things related to their care. (I was thinking we could create a bio sheet for each Client Success Manager, printed in color and left with the family). This introduction may be done via phone (or quick video chat on the spot if possible). If it is not possible to do it on the spot, then a coordinated time for the call should be arranged.

The Care Solutions Manager will pass through all drafted start of care paperwork (entered in ClearCare where applicable) to the Client Success Manager for the associated area. In partnership with the Client Success Manager a return date and time will be set for the Client Success Manager to visit the home and finalize the Start of Care documentation and Care Plan. This may align with the 45 minutes ahead of the first shift, so the Client Success Manager has time to finalize the paperwork and do an introduction of the caregiver when they arrive to the home (Preferred).

The Client Success Manager will ensure that all paperwork and care plans are updated and entered into the internal computer systems in accordance with the company and state requirements. At this point the Start of Care process is complete and the client is now in the hands of the Client Success Manager for the duration of their time with us. Goal: Keep the client living a great life for the rest of their life.

After Hours/On-Call

NOTE: The Lead Process is the same as the above but there are some slight differences as you get into the assessment process.

The visual process flow looks like this:

Leads

There are three categories of leads: Consumer (Google and other print ads), Word of Mouth (WOM), and Referral Partner.

Consumer and WOM leads will immediately flow to the On-Call Care Solutions Manager(s) Tina Evanchik (Fort Myers & Naples) and Susan Henkel (Bradenton & Sarasota). If you happen to get a lead of any kind, please be sure to provide a warm welcome to the caller and get them over to the appropriate Care Solutions Manager.

Referral leads often come in directly to our HCL (Home Care Liaison)/Marketing Team. For those leads we ask the HCL to please do a warm welcome and intro to the company. Gather general information about the client/family and enter it into SalesForce. Inform the potential client or family member that you will have our On-Call Care Solutions Manager reach out to them right away. At that point you can either transfer the call or gather the phone number for them to be reached and pass it through to the On-Call Care Solutions Manager (Tina or Sue).

Leads To Assessments

Should they determine that the lead is not qualified they will provide them any parting information or recommendations and mark them as closed lost/unqualified in Salesforce.

If the family is ready to move forward with an assessment the Care Solutions Manager will proceed with booking the appointment. If this is an urgent situation that requires care be started same day or next day the On-Call Care Solutions Manager must contact the On-Call Client Success Manager or corresponding Field Nurse to alert them of an incoming assessment. At this point they should also alert the On-Call Staffing Specialists.

Assessments to Clients

Once the assessment is booked the Care Solutions Manager should share all information gathered during the inquiry/intake process with the On-Call Client Success Manager/Field Nurse.

The On-Call Client Success Manager/Field Nurse will meet with the potential client/family in person at their home or desired meeting location. During the assessment process the On-Call Client Success Manager/Field Nurse will finalize any additional information needed to start the Care Plan and Safety Assessment along with any other Start of Care (SOC) paperwork.

If during the on-call in person visit it is determined that this is not a good match for both parties, the On-Call Client Success Manager/Field Nurse will alert the On-Call Care Solutions Manager and the account will be marked as Closed/Lost in Salesforce then tagged and marked for follow up. The assessment process will end.

Should the match be a great fit, the On-Call Client Success Manager/Field Nurse will complete the necessary SOC paperwork and alert the On-Call Staffing Team, On-Call Care Solutions Manager, corresponding Client Success Manager for that area(the one that will be managing the case during normal business hours), and the HCL if applicable. The On-Call Care Solutions Manager will immediately mark the client as Closed/Won in Salesforce and convert to client so they flow through to ClearCare.

The On-Call Client Success Manager/Field Nurse MUST ensure a very smooth handoff/transfer of the client to the Client Success Manager who will handle their care ongoing. This includes informing the client and family of the Client Success Managers name, role and that they will be their main point of contact for all things related to their care. (I was thinking we could create a bio sheet for each Client Success Manager, printed in color and left with the family). This introduction may be done via phone (or quick video chat on the spot if possible). If it is not possible to do it on the spot, then a coordinated time for the call should be arranged.

On-Call Client Success Manager/Field Nurse will enter all related start of care paperwork and care plan into ClearCare and alert the Client Success Manager for the associated area.

Depending on when the start of service (first shift) takes place it would be ideal for the On-Call Client Success Manager/Field Nurse to be present at the clients home to do a caregiver introduction and walk them through the care plan. Understanding that this is after hours it may not be possible, but it is preferred to have an in-person introduction.