Scott V_Coaching Call-ASM Update - 2025_07_25 08_59 EDT - Notes by Gemini.docx

📝 Notes

Jul 25, 2025

Scott V/Coaching Call-ASM Update

Invited Scott Viscomi Earl Blair Timothy Thomas

Attachments Scott V/Coaching Call-ASM Update

Meeting records Transcript

Summary

Scott Viscomi, Timothy Thomas, and Earl Blair discussed operational tempo, GCM channel implementation, and site growth action plans for Chicago and other markets. Timothy Thomas and Earl Blair raised concerns about Milwaukee's performance and discussed challenges with CSM conversion metrics and documentation, particularly regarding Claudia's performance. The team addressed various strategic initiatives, including premium for tier four services, CSM referral incentives, changes to call structure, and SEO/virtual office initiatives, while also noting the dwindling business with Stohl's.

Details

Meeting Preparation and Operational Tempo Scott Viscomi outlined the high operational tempo regarding results and discussed the site growth action plan launched just before Earl Blair's departure. Scott highlighted significant activity with himself, Timothy Thomas, and Parker, focusing on GCM channel implementation and action steps.

GCM Channel Initiatives Scott Viscomi reported on a significant sprint with the GCM channel, noting that a data mine helped identify numerous GCM firms for reconnection, especially for the ANT ala conference. Scott also emphasized pushing hard on tier one relationships, aiming to service these needs through Concierge Med, although the referral flood has been slower than expected (00:00:57).

Milwaukee Office Performance and Coaching Scott Viscomi observed that Danielle in Milwaukee tends to "break under pressure" when assessing potential cases, leading to premature rejections of suitable clients, particularly SAP accounts (00:02:16). Timothy Thomas expressed surprise, stating they would have supported taking on such cases and encouraging direct communication if Micah felt unsupported (00:03:20).

Tier Four Business and Incentive Plan Impacts Earl Blair sought clarity on whether Danielle's stance was driven by concerns about the long-term client mix, to which Timothy Thomas clarified that taking on tier four business impacts the 75% retention metric in the first month, thus conflicting with the incentive plan (00:04:18). Timothy Thomas noted that this scenario puts GMs in a difficult position, balancing incentives with relationship-building (00:05:14).

Premium for Tier Four Services Earl Blair inquired about a premium for tier four services, with Timothy Thomas confirming that a $5 an hour premium should apply to tier fours under 30 days, suggesting that longer-term shower visits could classify a client as tier three. Scott Viscomi clarified that these discussions were occurring "prior to assessment" and that the immediate goal was to assess and then work to convert the client to a higher tier (00:06:09).

CSM Referral Incentives Earl Blair asked about the initiation of an incentive program for CSMS to refer out to GCM partners, noting its alignment with the GCM strategy (00:07:50). Scott Viscomi confirmed that the incentive is $300 for three GCM referrals per month, reinforcing positive behavior regardless of whether the referrals start. Timothy Thomas emphasized the importance of integrating a resource guide into new client welcome packs and discussing referral opportunities during client review calls (00:08:55) (00:10:22).

Changes to Call Structure and Performance Expectations Timothy Thomas revealed that Chris intends to change the call structure to individual market-specific meetings involving GMs, HCLs, ASMs, and the management team. Timothy Thomas also conveyed Chris's assertive stance on performance, indicating a willingness to move on from individuals not meeting expectations or embracing the new business culture (00:11:16).

Site Growth Action Plan - Chicago Focus Scott Viscomi presented Chicago's site growth action plan, emphasizing intensifying GCM outreach in Q3 through expanded targeting and high-impact relationship-driven activities (00:12:12). The plan includes meeting with GCMs or trusted advisors ten times per month, tripling the current rate, to identify early referral opportunities and clients with underutilized long-term care insurance policies (00:13:10). The goal is to create a proactive referral stream and enhance brand reputation (00:15:23).

Concierge Medical Channel Growth and Strategy Scott Viscomi detailed the strategy to drive referral growth through the concierge medical channel by deepening partnerships and positioning the company as a premier in-home care solution. Key action steps include educating concierge MD sources on service level agreements, sharing care coordination reports, and highlighting the company's role in the broader care continuum to build credibility and increase referral volume (00:18:26). Scott is actively engaging doctors to bring in various services, aiming for "double and triple word scores" in activities (00:20:47).

CSM Conversion Metrics and Training Timothy Thomas reported that CSMs participated in corporate training on assessment to start of care, but conversion metrics have not improved, with financial constraints being a predominant reason for close (00:21:38). Timothy Thomas advocated for on-site CSM training at assessments, suggesting a dedicated position for this role within the company (00:22:42).

Improvement of SLA and Case Load Reorganization Timothy Thomas explained that with Nancy's departure, the case load was reorganized based on geography to improve CSM adherence to SLAs by reducing travel time (00:22:42). Abby from the quality team created a new tracker for Diane to manage this more tightly (00:23:40).

SEO and Virtual Offices Initiative Timothy Thomas announced the engagement of four additional virtual offices in Chicago to improve SEO and provide HCLs with local talking points for expansion (00:23:40). These Regis-like offices will allow for local meetings and training, aiming to boost web leads and online visibility, replicating past successes in other markets (00:25:25).

Claudia's Performance and Documentation Challenges Scott Viscomi addressed Claudia's performance, noting a downturn in her numbers despite recent documentation catch-up (00:44:17). Scott described a challenging two-hour conversation where he coached her on daily documentation, emphasizing the need for compliance due to her high compensation and the system's reliance on accurate data for effective management (00:46:03). Scott expressed frustration that despite her high revenue generation, her inconsistent documentation prevents strategic discussions for growth in key accounts (00:46:48).

Leveraging Hospital Channel Relationships Scott Viscomi highlighted Claudia's effectiveness in the hospital channel due to her social worker background and extensive network, suggesting a focus on penetrating administrative-level hospital conversations using a "Stamford model" approach for pre-qualified tier one referrals (00:48:35). Scott lamented that Claudia's emotional state and resistance to documentation hinder her from fully leveraging these critical relationships (00:50:31).

Accountability and Data Visibility Earl Blair emphasized the need for data to inform strategy and decisions, particularly concerning Claudia's documentation. Scott Viscomi suggested that an "Ashley level conversation" is needed to address Claudia's professionalism and leverage her pipeline's growth potential, as his current efforts are met with "lip service" regarding documentation (00:50:31) (00:56:08).

Micah's Market Impact and Pipeline Concerns Earl Blair praised Micah's projected revenue and his efforts to reach Senior HCL status. However, Scott Viscomi expressed concern that Micah's significant market impact and engagement in pack group meetings are not adequately reflected in the pipeline, indicating a disconnect between activity and results (00:57:13).

Milwaukee Site Performance Timothy Thomas expressed concern about Milwaukee's performance, stating that significant changes may be necessary if the situation does not improve quickly. Earl Blair inquired about a potential reset on the numbers for Milwaukee, clarifying that they were referring to the site's performance rather than Micah's individual targets, as Micah is already meeting their goals (00:58:20). Timothy Thomas sought clarification on which specific targets Earl Blair was referencing, noting that Earl Blair was asking about revenue in terms of the KPIs for Milwaukee (00:59:15).

GCM Group and Stohl's Business Earl Blair mentioned their understanding that the GCM group had good business, but Timothy Thomas corrected them, stating that Stohl's business footprint has shrunk to nothing. Scott Viscomi supported this, noting that they had a "ridiculous" meeting with Roy, and Timothy Thomas added that Kelly advised them to move on from Roy, indicating the business would likely be wound down. Scott Viscomi recommended termination without prejudice as soon as possible (00:58:20).

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📖 Transcript

Jul 25, 2025

Scott V/Coaching Call-ASM Update - Transcript

00:00:00

Earl Blair: So, yeah. Hit me.
Scott Viscomi: So I got some notes here to how to prep for this meeting because there's been a lot right if we stay at the macro level just to plug you in immediately sort of the op tempo on results has been real hot from above right um we've worked on a site growth action plan and and put implementation steps in that was launching just as you were leaving
Earl Blair: Yep.
Scott Viscomi: but we we've done a lot of there's been a lot of activity to myself, Tim, and then you know, I have a good relationship with with Parker. So, Parker and I have actually been trading notes on implementation and action steps specifically surrounding the GCM channel.
Earl Blair: Sweet.
Scott Viscomi: There's been a big sprint with GCM if they they did a data mine and this was actually something that was really helpful. They found a lot of GCM firms in preparation of our ANT ala conference and they tasked um HCL's broadly with reconnecting with some that were had fallen through the cracks literally.

00:00:57

Scott Viscomi: So that's been a big initiative. I've actually run my list and then some. Um we're also really pushing hard on tier one uh type relationships. Um reemphasizing that that's you know that's the need we can service. So how are we doing that? Concier met. Um now it's not producing the flood of referrals I thought it would as quickly as it it's proving to take the normal amount of sales cycle time. Personally, I'm I'm a little frustrated with that. If there there's anything I really I've been because I I've actually been working on concierge med guides for a while now. I've got more. We're doing all the things now. I'm straight up asking for oneonone client reviews and I'm asking Claudia to do that as well. Um that's what's up. It's been a bit of a there's there's good opportunity in the pipeline. have stuck really tight with ops, specifically CSMS and Diane, daily looking at daily leads, even stuff that's not professionally derived just to try to get it through to help the region and the numbers, asking earnest questions of the of the making sure that everyone from intake to CSMS are digging um that we're not being order takers, that we're being prescribers.

00:02:16

Scott Viscomi: I've found that a little bit in Milwaukee, I think. um Danielle kind of breaks under the pressure and I'm not this is not a critique it's just an observation I want to coach her out of this let's say for example an account that's an SAP account will will come forward with the family thinks they want and they'll describe what is a tier four for us so it falls appropriate but I'm saying if the the client is saying I want sorry I got to turn off this humidifier and then I'm done after this you can ask questions just to give you a real temperature check, right? So, a case comes in from a a priority account that um our HCL up there has been working his tail off in, but they describe the need as two a Saturday Sunday shift and then twice a week shower visits after that ongoing and it's just and so Danielle's starting already talking about let's not even assess it, let's not go, hold on. You know, that's the feedback that she's giving to the HCL. the HL calls me in panic and I explain to him, "No problem. I'll

00:03:20

Scott Viscomi: intervene." I've seen her do this before. It's it's a matter of I feel she breaks under the pressure of the expectations of what type of case we want to take in as opposed to making sure that her team, including Ashley Alfred, is going in there and saying, "Hey, I understand you you've identified a clear some clear coverage that you need. Let's look at everything that's going on. Let's ask some more earnest questions and they'd come up with a more prescriptive plan that's suitable to a slow burn tier three that can clearly escalate because I heard some things right the the plan is to try the both the building and the family want to keep her in her IL apartment if she has these sort of needs that coming out of a surgery or an event clearly she's going to need a little bit some more support and I hope that we can be prescriptive and I'm
Timothy Thomas: Yeah.
Scott Viscomi: wondering if
Timothy Thomas: When
Scott Viscomi: that's
Timothy Thomas: did this come? This is the first I heard, but I would have supported you guys in in starting a case.

00:04:18

Timothy Thomas: If ever Micah feels he's not getting what he needs, he can always just come to me.
Scott Viscomi: Roger.
Timothy Thomas: So, did we take it on or
Scott Viscomi: This is as of this was my meeting with Micah at 7 o'clock last night.
Timothy Thomas: Okay.
Scott Viscomi: Yeah,
Earl Blair: What's
Scott Viscomi: we
Earl Blair: the
Scott Viscomi: did
Earl Blair: impact
Scott Viscomi: a
Earl Blair: behind the hold? I understand that uh there's been conversation around looking at some of the data points i.e. what is the um stated what is the intention stated and what is the stated what is the actualization of the of the client mix and so is Danielle's posture position that taking this client would not would mess up our long-term intention mix is that the resistance
Timothy Thomas: No, it shouldn't as long as we categorize it correctly. Um, it's probably more about tier four business taking on tier four business retention. Uh, part of the incentive plan is achieving 75%, you know, uh, retention in the first month of business. So, if you take tier four, that impacts that metric right away.

00:05:14

Earl Blair: Got it.
Timothy Thomas: So, the plan pits itself against itself and against our HCL's. It's uh it puts our GMs in a tough spot. They want to get their people paid. They want to get paid. Um but this kind of business, you know, is important for relationships. So,
Scott Viscomi: And
Timothy Thomas: I
Scott Viscomi: that's
Timothy Thomas: hate
Scott Viscomi: my feedback that the GMs I'm feeling the stress from the GMs because I have I I'm particularly tight with both GMs in terms of like everyday interactions to make sure I'm staying on top of operations.
Timothy Thomas: Yeah. No, 100% 100%. Um yeah, so it's just a question of making good business decisions and and hope hoping the incentive plan, you know, responds accordingly.
Earl Blair: fair. And uh was the referral from uh SAP account?
Scott Viscomi: Yes.
Earl Blair: Got it. And were we willing to there's a expectation that when we do these that there's a premium that's paid on top of that. Was that a willingness?
Scott Viscomi: I didn't get into that level of detail because

00:06:09

Timothy Thomas: Yeah,
Earl Blair: Okay.
Scott Viscomi: it's a
Timothy Thomas: there
Scott Viscomi: brand
Timothy Thomas: should
Scott Viscomi: new
Timothy Thomas: be a $5 an hour premium on tier fours.
Earl Blair: Correct.
Scott Viscomi: What? Sorry, say that again.
Timothy Thomas: a
Earl Blair: There's
Timothy Thomas: $5
Earl Blair: a
Timothy Thomas: an hour premium. I mean, if you're selling me the shower a week is long-term, then in theory, they're perhaps a tier three. Uh, but if it's a tier four under 30 days, then it should be uh a $5 an hour premium.
Earl Blair: correct and just want to get clarity just so that to see if hey that information was relate was relayed and in spite of it we opted to not take it. Um, and I get the conundrum, right? I mean, it it
Scott Viscomi: We
Earl Blair: is.
Scott Viscomi: haven't even assessed yet. Sorry to be let me be clarify. We're this is all frenetic dialogue prior to assessment. Like it
Timothy Thomas: Yeah,
Scott Viscomi: just
Timothy Thomas: we should go.

00:06:49

Timothy Thomas: I mean, we should go ahead and assess and try to convince him otherwise.
Scott Viscomi: Yes. Clearly
Earl Blair: Okay.
Scott Viscomi: that's
Timothy Thomas: Yeah.
Scott Viscomi: the game right. I want to make sure that ops has a bias for action even amidst these um the ever chain changing constraints or or or you know I think what we need to do is be sort of conscious of what's coming up here down on the ground level right conscious of initiatives but still aggressively moving forward to deliver our services to individuals you know as prescribed like as as what we think come up with a care plan and I actually told Mike, I said, "Listen, if you're uncomfortable with the the feeling you're getting is is that people aren't going to close some of your cases in these SAP accounts, I want you to go in and assess yourself. Take action. Jump in front of it."
Timothy Thomas: Yep. I'll uh I'll chat with Danielle this morning.
Scott Viscomi: You know, I did say this to Claudia this week, too, as well in my coaching call with her.

00:07:50

Earl Blair: Um cool. Uh so high level GCM strategy concurge MD focused on tier ones. Um working on the pipeline review with ops daily to make sure we're moving things through the funnel. One of the other things I recall from our conversations uh was an incentive for CSMS with the referral out program
Scott Viscomi: Yeah,
Earl Blair: have initiated that because that seems to tie into the support of the GCM strategy.
Scott Viscomi: I can say at least with Mullen, like 100% connectivity, like Mullen's been debriefing me every night around 4:30 on what her cases are and what the opportunities that she's seeing just to make sure that she's um understanding. but she's I'm getting the alerts. Um I'm the reason why I'm being a little bit more invested in ops is I'm actually in support of this initiative because you know I think it's going to help us. Um so I'm saying hey what about this here? How about this person here? I'm I'm going in over the top of the resource list and saying you know what based on where they are refer this person.

00:08:55

Scott Viscomi: Then
Earl Blair: So has
Scott Viscomi: what
Earl Blair: actually
Scott Viscomi: I
Earl Blair: been initiated where we are incentivizing and so what does that look like? Is it a hundred? Is it what's that plan look like?
Scott Viscomi: It's uh what do we come down to? It was it's five in a month. Five GCM referrals in a month, they get $300.
Timothy Thomas: Uh, three three GCMs a month. Hold on, let me pull it up so I don't
Scott Viscomi: Yeah,
Timothy Thomas: say
Scott Viscomi: you're
Timothy Thomas: this.
Scott Viscomi: right. It's three. I I remember I was going to I was going to break
Timothy Thomas: Yeah,
Scott Viscomi: your
Timothy Thomas: three for 300 bucks. So, in theory, they're supposed to be reviewing this at their client review call. Uh, I know you guys put together a resource guide or I'm not sure where that is. Have you inputed all your your partners?
Scott Viscomi: Yeah,
Timothy Thomas: Yeah.
Scott Viscomi: right
Timothy Thomas: So,
Scott Viscomi: away.

00:09:29

Timothy Thomas: we got to mock that up into something that looks, you know, attractive to to give to new starts of care. I think it should be in the in the welcome pack for every new start. And then, you know, on a on a week-to-eek basis, you guys on that client review call are calling out referral opportunities across all those channels uh for your clients
Scott Viscomi: Yep.
Timothy Thomas: and with the emphasis on GCM. Have we made any GCMS referrals to date?
Scott Viscomi: Yes.
Timothy Thomas: Good.
Scott Viscomi: Yes. Um, several. And I actually met with one of my key ones yesterday oneonone and explained to them actually the initiative and they were impressed. I
Timothy Thomas: Nice.
Scott Viscomi: did I said look hey we're we're putting we're we're incentivizing people to can reach out to you and I did explain that because they're both social workers by trade. I was like you know it's really hard for them they're kind of like you guys. It's really hard for them to go over and sell an adjacent service.

00:10:22

Scott Viscomi: But what I remind them is that it's actually really appropriate and I it's very rarely not appropriate that that
Timothy Thomas: Yeah.
Scott Viscomi: you guys could add value to a case and um they as a means to get them to understand, you know. So I I think I'm going to continue to do that approach. It seemed to be received very well. Hey, it's not one it's one thing to say we're trying to refer to you.
Timothy Thomas: We're committing to it.
Scott Viscomi: We're committing to it. We put Yeah. I'm going to continue to do that across my my cohort of GCMS. Um,
Timothy Thomas: Three.
Scott Viscomi: yeah.
Earl Blair: And so it's $300 for every uh three referral outs whether they're started or not. We're just trying to incentivize a good behavior.
Timothy Thomas: Correct.
Earl Blair: Got
Scott Viscomi: Yes.
Earl Blair: it.
Scott Viscomi: Reinforcing.
Earl Blair: All right. So, the site action plan, um, can either one of you bring that up just to kind of get a, uh, some on what that what we came down to and

00:11:16

Scott Viscomi: Yeah, I got it.
Earl Blair: Okay.
Scott Viscomi: coming up.
Earl Blair: And
Scott Viscomi: Pardon
Earl Blair: Tim,
Scott Viscomi: me.
Earl Blair: we changing the flow of the calls or the
Timothy Thomas: Everything's changing, man. I don't know. Chris wants to do now. It sounds like a one-on-one for each market with GM, HCL, ASM, and uh and us. So, it'll be a an individual meeting per market with the GMs and the local team kind of thing.
Earl Blair: and the local team. So, ATL, GM, all the stakeholders. Oh, wow. Oh, wow. Oh, wow.
Timothy Thomas: Yeah, he's
Earl Blair: All right.
Timothy Thomas: spicy. He was spicy on Thursday last week. He's like, "If your if your people aren't f****** cutting it, like, let's move on. We need to start firing people." Essentially, was how it went.
Scott Viscomi: Roger.
Earl Blair: Wow. Okay. Um, that
Scott Viscomi: Your
Earl Blair: brings
Scott Viscomi: people
Earl Blair: me
Scott Viscomi: meaning like HCL GCM HCL D people are not moving the needle like

00:12:12

Timothy Thomas: DSM, caregiver managers, GMs,
Earl Blair: whomever
Timothy Thomas: anyone who's got, you know, a hangover from the acquisitions that's still, you know, lauding for for past days of the way we did things and uh is does not embrace the culture of this new business.
Scott Viscomi: Yeah.
Earl Blair: Okay. Uh
Scott Viscomi: Uh, so here's the site growth action plan. Let me um let me make sure I'm on the right tab. Uh, okay. Yes. Here. So, emphasis. Let's start with one. This is the Chicago tab.
Timothy Thomas: Yeah.
Scott Viscomi: Uh we start on row three. Um I'll read uh in case it's too small for you guys. So the action item intensify GCM outreach in Q3 through expanded targeting and high impact relationship driven activities. I'm going to pause real quick. We to I took five I I I revised this five times to try to things make things simplistic and actionable and not hang our and not be something that we hang ourselves with. So achievable.

00:13:10

Scott Viscomi: All right. So the implementation strategy for trusted advisor and GCM census reviews meaning we're going there and we're actually asking them we're assuming that the relationship is strong enough that we're asking them what their census is. Who's on long-term care insurance is the first question I'm asking that you know of and two who or who could really use a long-term intention long-term utilization specialized agency like ours purpose is to identify early referral opportunities. So Earl Ear early is something that it's my own initiative and my sales pitch in my region. I'm really trying to do some pardon me this flew. Advanced planning is is the the thing I'm teaching to um to Earl and to Micah and Claudia. Advanced planning is the intention that we're bringing reactionary response 911 response to an acute postacute or anything is great. But what in in this initiative, what I'd like it to be is pre-planning. Let's go through clients that maybe aren't on a home care service or maybe we're a better match or maybe need to be. Does that make sense?

00:14:20

Scott Viscomi: Does that make sense?
Timothy Thomas: I think
Earl Blair: Um,
Timothy Thomas: so.
Earl Blair: yeah, I'm just all absorbing it, Scott. I'm just all
Scott Viscomi: Okay. I just wanted to make sure I I don't know technology. All right. So here here's what we're doing. Here's the action. This is split between HCL's, right? So, we need to meet with GCMS or trusted advisors 10 times in any given month. We're going to triple that. Okay. So, I'm trying to set us up for success. Um, goal is to review their client list and identify those needing long-term partners, long-term care, asking if they have any clients with an LTCI policy that has not been utilized or perhaps partially for home health or hospice services, thereby nullifying the elimination period. So that was my big aha having met with New York I I met with the head of New York Life last week in um the head producer the number one sales guy for New York Life which is endorsed by ARP and he was explaining that we might be able to get faster onboarding by finding people who have touched on their LTCI policies and gone through the elimination period.

00:15:23

Scott Viscomi: So he and I and his assistant are working on good opportunities for intros in that regard. So that's where that came from. Um let's see uh impact we we're looking to create a proactive and steady referral stream lifting trust advisor reputational capital amplifying our brand reputation in the market as the premium go to go to non-medical homeare agency two warm introductions via co-branded outreach purpose ease client decision-making action collaborate um with the adviserss on joint outreach calls intros or visits showcasing mutual value. Uh possibly even building in certain cases we were talking with New York Life maybe maybe a local at least office um co-branded referral uh collateral uh marketing collateral. Um we want to build faster trust, boost conversation conversion and client retention. Um tier one referral activation campaign prioritize growth through top referral sources. run a 30-day campaign with tools like client profiles, intro scripts, and success stories. The goal is to increase tier 1 and two SOC's in the trust advisor channel from 8 to nine per quarter. Improve the long-term intention mix from 50 to 75%.

00:16:42

Earl Blair: Okay.
Scott Viscomi: So, that's Claudia and I. Then, we've got updates here. How often are we supposed to update this and what day of the week?
Timothy Thomas: Yeah. So it's weekly on Wednesday.
Scott Viscomi: Weekly on W. I have to have an update on this by weekly on Wednesday.
Timothy Thomas: Yeah. So, I I did all of ours. Uh I think we all did them Monday because they would have called us out if we hadn't.
Scott Viscomi: Yeah. No, I got the ping in. Yeah. So, week
Earl Blair: and as a as a strategy with the goals. Uh how have these been received? I um saw some emails relative to this is what good looks like and this is what good is not. How was this received? Was this received as good?
Timothy Thomas: It's been
Earl Blair: Was
Timothy Thomas: reviewed and received. Well, yes, Ashley in fact called out Chicago's plan as being amongst the best.
Earl Blair: Love it. Love it. Love it.

00:17:32

Earl Blair: Love it. Okay. Good. Okay.
Scott Viscomi: I I'm actually, you guys, just for what it's worth, I'm super on board with this level of scrutiny and detail, at least for this plan. I I like it. It makes things really simple and it really drives action. So, I'm okay with this. Like, I'm on board with this. I've actually really been on board with everything we've tried to do. Just sometimes the damn sales cycle. The thing I what I'm thinking about when I'm not talking to you guys is here I am calling on doctors like a god darn physician rep like a le a physician leaison from a from a pharma company. I'm in front of doctor's office. I'm in doctor's office three four days a week all over greater Chicago Milwaukee. It's really wellreceived. We're welcomed with open arms even when we're kind of getting repetitive and maybe a little stalky, but I'm not seeing the deal flow that I really want to see. And I'm having a hard time breaking that down into giving a really actionable why.

00:18:26

Scott Viscomi: I hope that it just opens up, but that's what I'm cons. If I have a concern right now, that's what's going on. All right. Um, here's your spiff answer, Carl Earl. Um, SPIFF for CSM cross referrals to GCM partners. Any GCM that rece achieves three GCM referrals per month, referral out per month, I should do that. I should fix that. Um, will be entitled to a spiff of $300 during weekly client review meeting with CSMS will be required to provide one GCM referral. Um, so that's in progress. I'll move forward for interest of time. Um, so here's tier tier one clients line row five. So the action is drive referral growth through the concier medical channel by deepening partnerships aligning on high acuity client needs and positioning the key as the premier inhome care solution. So we're we're right now we're really working hard. I'm working on a resource integration initiative. Um strengthening partnerships by positioning our service as essential and exceptional action steps. Educate five concierge MD sources per month on our service level agreements and white glove experience.

00:19:35

Scott Viscomi: Share care coordination reports for both new and all current existing existing and current clients existing and new clients minimum one times a month for every referring medical practice. This is a crucial step to reinforce trusted relationships and increase referral volume quarter over quarter. highlight and differentiate our non-medical home care role in the broader care continuum. So this will build credibility, enhance collaboration with outside partners and reinforce our value as trusted as a trusted integral partner in client care. So the qualified lead goal total channel lead volume target five we want five in Q3 from this M concier's MD channel. resulting KPI increased SOC's derives from concier positions from zero to two per quarter in Q3. So what am I doing about this? I just speak for myself. I'm literally saying, do you have a wound care? No. What are you doing a Tuesday at 4? Can I come back for 15 minutes? Also, my visits with doctors are about 15 minutes. 15 or less. I'm in and out.

00:20:47

Scott Viscomi: So, I'm bringing in home health, hospice, PTO, speech, and and soon I'll be bringing GCMS. So, we're getting double and triple word scores here. So, we're playing the game that the company needs for activities. We're doubling down. We're reinforcing relationships bilaterally, and we're demonstrating that we're very humble and very much a connector of resources. So, I'm hopeful that this bears fruit a lot more beyond what this KPI intention is. Make sense?
Timothy Thomas: makes sense.
Scott Viscomi: All right. The rest of it's OP stuff. Tim, do you want to walk them through that?
Timothy Thomas: Sure. Yeah, let me do that. Um, where are we? So, we're doing intake training. Hold on, let me get on my own tab here. It's
Scott Viscomi: Row
Timothy Thomas: a bit small.
Scott Viscomi: four. You're going to start with row four and then skip to six.
Timothy Thomas: Yeah, so we did that. We talked about the SPIFF. Um
Scott Viscomi: Yeah.
Timothy Thomas: I think we're we're well understood there.

00:21:38

Timothy Thomas: CSM's participated in corporate training on assessment to start a care. Uh that was completed at the I think on yeah July 8th. Uh we have yet to see I heard that it was not a great training program from the CSMS that it was very basic. Um, and we have yet to see really any increases in conversion metrics on our assessments to start a care. I know that's a big issue with corporate. They want us to achieve the 70% conversion rate. Uh, it's a challenge right now. I
Scott Viscomi: What's
Timothy Thomas: don't ne
Scott Viscomi: going on there? What What's lacking? Because I'll tell you something, if there's anything that makes me emotional and angry, it's the stuff that's getting stuck in my pipeline.
Timothy Thomas: Yeah. So I mean if I look at Venus right who in theory should have the highest um capabilities as a salesperson
Scott Viscomi: Yeah.
Timothy Thomas: you know her conversion rate out of the gate was decent but everyone's rate lagged uh from June to mid July and if you go in and look at the reasons for close like it's a little bit all over the place but predominantly we're seeing a lot of u financial constraints uh and that's consistently what I hear from Diane.

00:22:42

Timothy Thomas: So, you know, it's without being there and and having someone to shadow them and do CSM training on site at assessments, which I've advocated for for a long time. It's a position that this company should have. Uh, it's tough. So, you know, right now, these individuals have historically performed higher. Is it a lag in the market? You know, nothing's changed apart from Nancy, who's had the lowest percentage, which we got rid of. We should see it increase. Um, so I'm waiting to see what they want to do with training on that front. I don't actually own that one. It's Nancy that does. Uh, so we'll see what she's coming up with next. Uh, the next one is between Diane and I, and that's improvement of the SLA. So when Nancy, we parted ways with Nancy. We, um, we reorganized the case load based on geography, which should make it easier for the CSMS to visit their clients on a more regular basis, uh, and adhere to the SLA without having to spend half their day in traffic uh, and in their cars.

00:23:40

Timothy Thomas: So, I think that's going to work out well. We've got Abby uh in our quality team who's created a new tracker for Diane. Um, and really, it's just important Diane has to be the boss on this one. I think she's let it slide for too long. Uh, so it's something I'm managing her quite tightly on. Next is uh just an SEO play. So, we've engaged four additional virtual offices in Chicago. We signed them yesterday. Uh, we're setting up our Google My Business listing. So, we've got one in um in Evston, one in Highland Park, one downtown, and the one in Deerfield that we've all got spun up to appear like we have now four or five offices citywide. So, we're creating web pages around all of them. The HCL's you guys are going to be able to go out and speak to your community and say, "We're expanding. Here's our office next to your senior living community, Evston. You know, we're going to be local." Uh so not only on the SEO front, I think it gives our HCL's a lot of interesting talking points around, you know, expansion and and that local that local feel.

00:24:40

Timothy Thomas: So we should have all the sites hopefully spun up in the next week or two. Well, probably longer than that as we've Google's got to send the postcards to those offices to validate that we own them so we can get our our address listed uh formally. So that'll probably take maybe three weeks or so.
Scott Viscomi: I have a question. Can you explain to me what you just top level what the HCL talking points on this being a value ad to the market would be just so I can re
Timothy Thomas: Yeah.
Scott Viscomi: reiterate
Timothy Thomas: Well, I
Scott Viscomi: them?
Timothy Thomas: mean, I picture going into a senior living community in Evston, right? And saying, "Hey guys, just so you know, I mean, we've opened down the street. Here's our new office. Here's my card with your, you know, that Evston office and phone number on it. Uh, we're hiring local. You know, we're committed to this market. Um, you know, give us a chance. We're right down the street.

00:25:25

Timothy Thomas: I can be here as often as you need." I mean, again, if you guys can come up with the talking points, but that would be That would be where I'd start.
Scott Viscomi: but it's virtual. We're not going to have a presence.
Timothy Thomas: Well, we can. So, you can host a meeting there. You can rent a room. We will not have signage. Um, you know, but effectively the boardroom there is something we can use at our disposal at any time. It
Scott Viscomi: Oh,
Timothy Thomas: just
Scott Viscomi: so they're flex. They're like they're like Regis center sites like
Timothy Thomas: there are they're all regions. Some are like Da Vinci, which is a competitor. um because we had to find sites that did not already house a competitor and that was actually quite challenging because most virtual offices are quite popular in homeare.
Scott Viscomi: Yes.
Timothy Thomas: So we got a couple Da Vinci, two Regis, uh
Scott Viscomi: Great.
Timothy Thomas: I think there may be one other brand, but yeah, they're all the same concept.

00:26:11

Timothy Thomas: It's like a wei work. You go in and and rent a boardroom if you need.
Scott Viscomi: Thank you.
Earl Blair: like
Timothy Thomas: Yeah.
Earl Blair: it. And you've tried this in other markets and
Timothy Thomas: Yeah. We've done this in well I did this personally in in Montreal and it was probably our biggest success in terms of web leads and and uh visibility online. So we had four four virtual offices across the city and you know if you're searching in that neighborhood you're going to come up far closer to the top of the list if you have a local presence.
Earl Blair: Got it. Um, and then in terms of recruitment for caregivers, etc., then for those markets that you're looking to penetrate, then if you need to bring them into training, are they going to that office or are they going over to
Timothy Thomas: Correct. Yeah. Like if we had a local recruiter, which we did in in my days, I would send her out to those offices periodically to do hiring days.
Earl Blair: Got it.

00:27:01

Earl Blair: Oh. Uh, like it sounds smart.
Timothy Thomas: Yeah, we do have Brandy uh who sits in Chicago. Um so it's something that we could investigate, but from what I understand, those markets we've gone after are are we can staff them fairly easily. They're not completely out of the uh the core of of downtown.
Earl Blair: Got it. Um, like
Scott Viscomi: Cool.
Earl Blair: it like like it. Smart. Um, and like the whole strategy there, there were areas where I wasn't sure because when I look at some of the emails, it seemed as though some of the plans that were being pushed back on um, appear to lack specificity. So,
Timothy Thomas: Yeah, exactly. So they want Yeah, they want details on the implementation plan. What is the the metric,
Earl Blair: yep.
Timothy Thomas: you know, you're tracking? What are you committing to?
Earl Blair: Yep.
Timothy Thomas: So like for mine, you know, with the CSM uh adherence to the SLA, a minimum of eight client visits per week in terms of quality assurance and reassessment.

00:27:55

Timothy Thomas: Um expanding the Chicago market to five offices specifically, you know, three GCM referrals. So you have to be very specific. And then like what's the goal? What do you expect to happen? Well, you know, on the GCM side, we expect to increase uh our GCM referrals from two to three per quarter. you know, we expect our assessment start of care ratio to increase. We expect our retention rate to increase from this to this. I mean, it's all kind of a shot in the dark, but
Earl Blair: right? Uh but at least there's a plan uh and it's measurable and realistic and so um no this is this is good. I was interested did you're focusing on the growth of the channel and I thought that might be um how do you define or redefine what targets within that channel that you're targeting uh so that this way they can you can benchmark a and I think for for example the concurge MD channel uh the concision channel I'm I believe I saw you identified like four practices that you're targeting specifically Scott and then is Claudia has several practices she's targeting as well or

00:29:06

Scott Viscomi: Yes,
Earl Blair: just the growth of the channel
Scott Viscomi: it's a good it's, you know, let me see if I can. We're channel
Earl Blair: and
Scott Viscomi: growth
Earl Blair: and
Scott Viscomi: as measured by SOC's is what we're
Timothy Thomas: What?
Scott Viscomi: Yeah.
Earl Blair: right so just within the
Scott Viscomi: Right. We're trying to be ultraargeted. What are we going to do? Because again, if we back out, it's it's a it's a tier one emphasis. Um, that's what we're hearing from Chris, right?
Earl Blair: Yeah. Yeah. Um, now they sent out the list of GCMS that we were looking to activate and um, have you taken on additional GCMS? Has Claudia taken on additional GCMS?
Scott Viscomi: Yes, Claudia has tried to take on all the GCMS. That's an inside joke. Um, and I have as well. Uh, good news is we're very covered,
Earl Blair: Good.
Scott Viscomi: overly covered in some senses.
Earl Blair: Good.
Scott Viscomi: Um, um, and we're fine. We're going after them.

00:30:06

Scott Viscomi: There's a couple I identified that are like sc we got a couple scammy GCMS that are like, "Oh, you want referrals? Well, then we train your caregivers with this program." And we've we've tried that before as a franchise. So
Earl Blair: Yeah.
Scott Viscomi: I've gone through and made them like one I really I was like hovering between uh do not contact it's called con healthcare consulting
Earl Blair: Okay.
Scott Viscomi: and then low I mean I'll call Melissa it's just going to be a 45minute conversation just to to touch base that's how she is
Earl Blair: Okay.
Scott Viscomi: and um anyway but so anyway yes look we're well on the way um that's well underway um and that's a good one right I've been pro GCM for a long time that hence hence this spiff for the the referral out to them. You know, I made the point yesterday to all the CSMs like I don't know that there's really ever an opportunity, especially in a reassessment where you wouldn't why you wouldn't recommend a GCM. I think you could make a strong argument maybe that's a little bit excessive, but why not?

00:31:15

Scott Viscomi: even if they have attentive family members, someone who specialized in what a GCM actually does, why wouldn't they be a part of it? Especially since it's a payforplay onoff switch type transaction. It's not an ongoing commitment.
Earl Blair: Fair, fair. Uh guys, thank you much. I appreciate uh you uh both giving me the kind of high level and then the granular um targets. And so this is every week now. Uh
Scott Viscomi: Yeah.
Earl Blair: Thursdays or Wednesdays? What's the date? Because I don't see this on my calendar.
Scott Viscomi: So the meeting is Wednesday.
Earl Blair: The meeting's Wednesday. Okay.
Scott Viscomi: So my my my marker is by Tuesday afternoon to update any on on on row like for me like five. It's like row five and seven. No, three and five.
Earl Blair: Okay. Uh and Wednesday. So next the so the 30th would be the next meeting.
Scott Viscomi: Yeah. Uh, I'm out of office next week, but I may touch it.

00:32:17

Scott Viscomi: I may I may snap in for that if I'm not like traveling traveling.
Earl Blair: Yeah. What's the time? I don't Can you forward that to me?
Scott Viscomi: Let me see if I have it in my calendar. I I don't know that I do. Let me see
Earl Blair: Okay.
Scott Viscomi: here. Uh, just checking right now. Update. Nope, I don't have it on my calendar.
Earl Blair: Okay. All right. Uh it will be forwarded at some point. Um cool. Let's Let's just take a quick look at your scorecards. Let me share my screen here.
Timothy Thomas: Hey Earl, can I say a quick question while you're pulling that up?
Earl Blair: Yeah, hit me.
Timothy Thomas: When we sign an ambassador, um, that those clients are not eligible for commission by HCL
Scott Viscomi: right?
Earl Blair: Um
Timothy Thomas: or
Earl Blair: commission. No. Uh and here's what I am learning and understanding. Everything is a conversation, right? Uh and so generally speaking, no commission.

00:33:13

Earl Blair: However, uh when the client hits 5K, they would get that bonus um $300. Uh they would also be eligible for the revenue attribution.
Timothy Thomas: Well, that's
Earl Blair: Just
Timothy Thomas: what I meant when I when I said commission. What did you think I meant? I I'm confused.
Earl Blair: the 2.5% revenue stream that goes on for a year, they
Timothy Thomas: Okay.
Earl Blair: don't get that.
Timothy Thomas: They don't get
Earl Blair: But
Timothy Thomas: that.
Earl Blair: but the other pieces of the bonus, the $300 when the F client is 5K, they get that revenue attribution that uh Claudia has got a target of $450. If she if she has an AE that brings in $25,000 a month, that $25,000 goes towards her revenue target.
Timothy Thomas: Gotcha.
Earl Blair: So the only thing that the the sales uh liaison does not get is that rev for
Timothy Thomas: Got it.
Earl Blair: Yeah.
Timothy Thomas: Perfect. Thank you.
Earl Blair: No problem. No problem. Um, let's go here.
Scott Viscomi: So, I went through my pipeline with um with with Diane last night in detail and Um,

00:34:25

Earl Blair: What's up with that client? Uh, potential client Kevin, I saw your note about can we get this person started. I didn't see a response though.
Scott Viscomi: yeah, the answer is no. I mean, we're there's a lot of stuff lingering. I mean, not immediately. I I I kind of uncharacteristically I I've dropped the heat. I've kind of like a little frustrated with the pent up opportunity in the pipeline and I want to hit my numbers on SOC's to support growth because I'll tell you what, I've got I've got now the visibility into my current census of clients. I got a couple big ones that are really not doing well
Earl Blair: Mhm.
Scott Viscomi: and it's going to knock me back 30% when they die.
Earl Blair: Yeah, that sucks. Um, what's the likelihood we start this client? Is what's the challenge here?
Scott Viscomi: I mean, man, I put a lot of those questions in thinking of how how you think, right? That's me sort of like preparing for your return, you know, to be honest with you.

00:35:20

Scott Viscomi: Like, I I really wanted this meeting today to be a stress reliever because I'm sure you've got a lot on your mind right now. And so, in advance of that, that this is my meeting, my pre-call plan was to go through everything and go, "What's up?" I
Earl Blair: got
Scott Viscomi: didn't get
Earl Blair: it.
Scott Viscomi: a lot of concrete answers. Well, I a lot of times it's just a litmus test. Like are you on top of your follow-up? Yes, we said we would call on July 28th. And to me, like the sales guy in me, like the caring guy in me is like I understand. But like when I'm looking at the pressure, I'm feeling the pressure coming down and I want to support you Tim, the region, the team. I'm like freaking call him today. Like you know, like you know, like let's go.
Earl Blair: Yeah. Um, let me
Scott Viscomi: I
Earl Blair: do this.
Scott Viscomi: don't want to piss everybody off, but
Earl Blair: No, I mean it's just uh teamwork, collaboration, and accountability, right?

00:36:09

Earl Blair: So, where are we with this? Uh the chatter notes earlier say anticipated start of care is 725 728.
Scott Viscomi: right.
Earl Blair: Is it because we can't get a hold of this client? Uh is it because they're out of town on vacation? What is the reason why we are not moving forward with this?
Scott Viscomi: And that's
Earl Blair: So
Scott Viscomi: why I'm asking, you know,
Earl Blair: yeah. Uh on your pipeline call have they shared what's been the update? I don't see any other updates here. Let's
Scott Viscomi: Yeah,
Earl Blair: see.
Scott Viscomi: I mean it's just literally like the the families are taking again we're seeing that sort of we what we uncovered earlier in the year few months ago. People really seem to be taking time to make decisions. My problem is is
Earl Blair: Sure.
Scott Viscomi: that while we're holding to calling them back out of respect to their stated wish, other homeare agencies are going to be aggressively calling on them potentially or calling them back or getting in front of us.

00:37:01

Earl Blair: Is there And that's fair, right? Um, is there an opportunity I love what you said uh to Micah, right? Micah, take action. So,
Scott Viscomi: Yeah.
Earl Blair: is there is there an opportunity for us to take action? Was there an opportunity for us to reach out to this client uh to get a sense on where things are uh to move the needle on this client?
Scott Viscomi: I mean, with that's what I'm uncovering. Like, I've asked like I'm trying to uncover is it appropriate for me to intercede? But I can tell you that the next time I get a tier one client referral that comes to me first, I'm going to take it all the way through.
Earl Blair: Yeah. Uh and you
Scott Viscomi: I'm
Earl Blair: know
Scott Viscomi: going to try to assess the same day and I'm going to write a care plan and I'm going to try to get the client consent agreement and then when the client success manager shows up to meet them, they can make adjustments.
Timothy Thomas: Can

00:37:53

Earl Blair: Yeah.
Timothy Thomas: I ask the question though? Like I mean I I understand and I I'm I'm totally supportive of what you just said, Scott. Like you want to do that, you should be doing that. I think that's makes more sense than going to knock on a door you've been at a hundred times already.
Scott Viscomi: Wow.
Timothy Thomas: But like I go through this this report on Kevin Regan here. you're looking at,
Earl Blair: Yeah.
Timothy Thomas: you know, if Jenny actually did the follow-ups she's says she's done and there's some chatter notes to prove that she did. Not on everyone, but on the 23rd she left a voicemail. No reply yet. No reply yet. Um, you know, it looks to me like in theory she's done what she's had to do.
Scott Viscomi: Yeah.
Timothy Thomas: If not returning her call,
Scott Viscomi: And
Timothy Thomas: what what more can she do? I mean, I'm just I'm just trying to insulate the team here. I understand where you're coming from.
Scott Viscomi: yeah, I tend to believe in the team.

00:38:39

Scott Viscomi: What I'm trying to do is I'm trying on a new sort of shirt and I'm saying, can I ask earnest questions to see if we can close faster? Because it's that old adage of a sales guy, right? I'm
Timothy Thomas: Yeah.
Scott Viscomi: bringing the business. It's a qualified lead. It's from a qualified account with documented activity. It makes sense that this is not like a meteor. I don't have any answers for you guys,
Timothy Thomas: Nice.
Scott Viscomi: right? And I'm trying to get answers.
Earl Blair: Yeah.
Scott Viscomi: Jenny's a hustler. Venus is a hustler. Venus calls me once a week and thanks me, you, everybody for giving her this opportunity. She loves her new job. She's
Timothy Thomas: No,
Earl Blair: Awesome.
Timothy Thomas: I'm happy. Yeah.
Earl Blair: Awesome.
Scott Viscomi: and she's
Earl Blair: Awesome.
Scott Viscomi: like, "Listen, I get it." She goes, "You know how many times I get in there and I realize this is not a web referral. They're

00:39:28

Scott Viscomi: going to Northwestern. They know about us." Like, you know, so she's really trying to tie it back and really be supportive. Really appreciate her hustle and her energy right now. Min is just the height of professionalism. Jenny's getting more professional all the time, which is what we need from her, but her energy level is through the roof, you know.
Timothy Thomas: Yeah,
Scott Viscomi: Um,
Timothy Thomas: I mean she's obviously one, you know, that's that's being looked at. I think I have full confidence to your point in in Min. Uh Venus has got a ton of potential. Jenny's a little bit all over the place.
Scott Viscomi: she's a
Timothy Thomas: Uh
Scott Viscomi: little Yeah. And English is not her first language, but she's sweet. She's presentable.
Timothy Thomas: I
Scott Viscomi: And
Timothy Thomas: know
Scott Viscomi: clients tend to I've I've checked I've I've
Timothy Thomas: Excuse
Scott Viscomi: pressure checked. Clients tend to like her. She's very sweet and loving. She's got that Filipina thing.

00:40:12

Timothy Thomas: the Philipp say the same thing. I'm with you. I'm with you. All I'm saying, you know, and based on Chris's comments is
Scott Viscomi: Sure.
Timothy Thomas: like we need the f****** best people. We need Mullins. And you know, if we feel there's any apprehension around them becoming that individual, then, you know, we our eyes should be open for the next best thing.
Scott Viscomi: 100%. And I I that's where I'm going with my little bit of a push like my inquisitive, you know, double triple checking my pipeline personally testing
Timothy Thomas: Yeah.
Scott Viscomi: it on my own pipeline first.
Earl Blair: Yeah. So, you know, uh Tim, you asked the question like what else can we do? Um my my qu my sentiment is where did the referral come from? By your family office. Um, do we reach back out to the referral
Timothy Thomas: Yeah.
Earl Blair: source? Hey, by the way, we got this lead. Here's an
Scott Viscomi: Done.
Earl Blair: update where things are going, etc.

00:41:01

Scott Viscomi: Done inducted. That's usually a touch point of mine when I'm feeling slow or stuck. Always.
Earl Blair: Okay.
Scott Viscomi: Hey, you got any additional insight, something I should know? And
Earl Blair: Yeah.
Scott Viscomi: sometimes there there'll be a nudge. Very rarely, but you know, I do try.
Earl Blair: And and love that. Right. So, then you reached out regarding Kevin. They said, "We'll give a call. we won't give a call. Thanks for letting us know. Um is it is it appropriate for for me to reach out? U
Scott Viscomi: Yep.
Earl Blair: you know because you clearly have when I look at your book of business, this FY family office is one of your biggest referral sources. They like send you your conversion rates the best out of this office. Uh they they seem to send you a good amount of business. And so, um, when I think what else could be done, right, that's one place I would look to to to go to because it seems like either at some point they got the contract, they was an interest, not sure, and now they're ghosting us, right?

00:41:54

Earl Blair: So, um, yeah, just trying to think what else we can do to move this thing through the funnel. If they don't want our services, that's absolutely fine. Uh but we're certainly wanting to make sure that any questions, concerns, hang-ups that might be lingering out there, we have a chance to uh address those things. So, um let me pop back over here. Share this instead. Uh go here. Uh Scott, great. So, projecting to hit revenue for the month. Love this. This looks like this will be one of your best months for the entire year, Scott. Um
Scott Viscomi: You know what, bro? Thank you. It does not feel like that, though. I'm I should be getting for the for the consistent activity I've been putting out for months now, man. I should be knocking on 10, 15 starts of care. I'm I'm hungry. I'm frustrated, man. Like I'm really like I'm not satisfied,
Timothy Thomas: It's been a tough run for Chicago.

00:43:03

Scott Viscomi: man. I mean I'm working you guys. Literally like I'm not complaining. It's just just the boys talking. I'm running seven to seven for months on end now. Like I'm really it's it's there should be more results and I'm really questioning like my own like I'm asking for business now, you know?
Earl Blair: Yeah, right. Closes ask for business, right? Um, so projected 442, that's incredible. When I look at the month of June, how that sets us sets us up for July long-term intention stated 86%. Freaking incredible, right? State stated tier ones too. Great. Why we look at what's what's driving the successes here is I could link this back to what you did the previous month in May we had almost 70% of your business stated long-term intention um two tier ones again right now in July 67% I know the target is 70% um it's a target right it's a goal it's somewhat
Scott Viscomi: Yeah.
Earl Blair: arbitrary but it's a goal but nonetheless 67% is not bad right Uh, I've seen some other markets where it's less than 50%.

00:44:17

Earl Blair: So, this is good, which leads to us why we're having the success here. There's the other conversation with our HCL
Scott Viscomi: Heat.
Earl Blair: market, Claudia, and I looked at how Claudia was pacing this month is down. Um, anything that you could speak to in terms of why we've seen the downturn? I know that she was off also for about two weeks uh the previous month. Revenue right now is trending to be about 395 and a target of 475. This would be the second month that we've not hit target. What's going on with Claudia?
Scott Viscomi: same stuff, you know. Um like she she did a lot of documentation the her week she came back so she her numbers and documentation came back up. But I did have her I did have so I here's what I did. This is um I'm proud of this. I wrote I wrote her up a p a pip the day you went on PTO uh because it was warranted and I didn't send it. I saved it.

00:45:12

Scott Viscomi: I changed the language from the recommendation language. I softened it in a couple ways because I thought it was a little too authoritative. But I sat on it. When she got back, I waited plus one day and I said, "Hey, listen. I got to have a conversation with you. This might be a little bit uncomfortable. I got a document here that the rules say that I am supposed to send to you due to lack of documentation. I am supposed to write you a a letter that's titled warning and that's not going to put you in a good place mentally. I know you you and I have a good relationship. I don't want to hurt our relationship or your productivity. You do a great job for us broadly, but what I'm really wondering is if you could do you're financially incentivized, right? She's like, "Yes." And I said, "Okay, you don't want any management responsibility, right?" She goes, "Yes." I said, "Listen, the company pays you more than any other HCL in the history of the organization to my knowledge to date. I

00:46:03

Scott Viscomi: really think you're worth that, but I think you could actually be making a lot more. Not by grabbing new accounts. I need to know where you're going. I can't even do She never did anything for her Q3 SAP. So, that whole coaching interchange is out. I said, "Look, I can't coach you on your SAP because I don't know what you did in Q2. You're breaking the system by doing what you want to do when you want to do it." And I'm having a really hard time. And that reflects back on Earl and Tim. And it's just not fair, man. I need you to get on board and catch up on your documentation. She goes, "I'll do it. I'll do it right away." And I said, "Hold on. I don't need you doing it retroactive. What I need for you to do it is daily disciplined your eight documented things a day." And so she's like, "Tell me how to do it."

00:46:48

Scott Viscomi: So I had to walk her through day one sales training of documentation. This is a two-hour phone call. Now, she felt seen and supported and that's great. But that's I mean and that's what the job that's what the company pays me to do. Fine. I'll go back to basics any day. I don't mind. But you're this is me answering your question.
Timothy Thomas: Yeah, that's frustrating.
Scott Viscomi: And so what we're not doing over those two hours is talking about, hey, Westminster place, we got a census of plus 10 on average for the last six months. What are we doing to lock down a PPA? What are we doing to lock turn that engine into a 20? Right? How do we how do we do a shutdown and take over the sniff, too? because we're not getting a lot of action out of the snip. Like we're not having the conversations that that would derive real growth from her top five to 10 accounts. And so then what she do is you get a GCM.

00:47:36

Scott Viscomi: Here's this is this is a professional analysis, right? So we get this GCM a series of GCM emails that she what does she do? She goes through and just takes all the GCMs and starts making calls to all of them and and then you know it's like hey man we're going to split the load. They they made a recommended split. Everything's going to be okay. And then in the meantime, I can tell when she's panicked because on Wednesday, the probably eight or nine new account, she entered eight or nine new accounts into the system that are just going to linger there. She's grabbing accounts in trusted advisors, GCMS, concier
Earl Blair: Right.
Scott Viscomi: men, just like it's like she's going through a phone book and just grabbing them all. But I can't tell if she's doing what she's doing what she needs to do to work. The problem is she's pulling in 400 grand a month plus in revenue. And I still can't tell you that I am the most effective manager for her despite really trying.

00:48:35

Earl Blair: Yeah. Uh some of the preliminary conversations we had was I think you alluded to it about writing up what are the things we can do to keep her accountable. Um you pause you reflected on on that as a strategy to move forward with her. Um
Scott Viscomi: It's not. we're just gonna lose her and then we're in big trouble. We're all in big trouble.
Timothy Thomas: Is
Scott Viscomi: So
Timothy Thomas: it
Scott Viscomi: I
Timothy Thomas: really that dire? Like I mean we, you know, are we that beholdened to her?
Scott Viscomi: it's a look in the hospital channel, she's more effective than I'll ever be because she's a social worker.
Timothy Thomas: Okay.
Scott Viscomi: In the trusted advisor channel, no factor. Some of the GCMs, I'm real good with GCMs. Anybody who's like professional, no problem. Um, but look man, being a social worker and having the network that she has in that regard for Hospital Channel, which is a strength for her, is a superpower for our business. And if we could almost have her engaged there, we could get even more good hospital business.

00:49:31

Scott Viscomi: So, I've got this relationship with the board of directors, Northwestern Memorial Hospital I built from nothing, right, that I'm having PPA conversations with now. And we only get super tier one referrals. Claudia has three or four hospitals, Endeavor, Skoi, Endeavor, Glenn Brook, um, Highland Park Hospital. Three hospitals I can name off the top of my head that she's got deep relationships that she's not going forward with. And they take weeks of focus to penetrate those administrative level conversations. What if we're doing a Stamford model? You're both familiar with it, right? That Stanford model to me, every senior HCL should be targeting one hospital to rebuild that in its image. pre-qualified tier one that are either supplemented for the first 72 hours of care by the discharging entity and then assumed by the family to ensure safety and prevent readmission. Holy crap, she could be doing those are the conversations I want to be having with Claudia Cook. And
Earl Blair: And
Scott Viscomi: it's
Earl Blair: when you And when you do, I love that.

00:50:31

Earl Blair: Right. So, is she resistant to it or is it what's the challenge
Scott Viscomi: she's so emotional. She's over raw. She's over the place. She's stressed out. you know, and I said, "Maybe your life would be better and less stressed out if we just worked on five accounts together."
Earl Blair: and and and
Scott Viscomi: Yeah.
Earl Blair: this is where I go back to right because the pain point is we've got all these tools to look at data to to write help us inform strategy decisions. etc. But if she's not documenting her interactions, it's hard to leverage the data to make decisions. So she did her sales force for the month of June. Did she put in and I like what you said retroactive doesn't really help us. We need this to be done ideal state daily. Uh do you think if we shifted the target from the 176 or whatever it is per month a day uh where we at least hey if we can get buy in where she's doing this because you said hey focus on five accounts right so if we're at least documenting on five accounts per day 100 per month then would that help us in better understanding her impact, where she has impact, opportunities, challenges.

00:51:57

Earl Blair: Question
Scott Viscomi: It's a great question, man. I don't have an opinion either way. I I think that's an interesting idea. I appreciate it. Um I just what I'm concerned about is there has to be some level of compliance. She's a highly paid. I don't want to hold that as a hammer over her, but we're asking her to do the minimum expectation of the role so that we can further guide her to her stated her stated goal is to make a lot of money. She's super fiscally driven. She is continually petrified that I'm stealing from her opportunity. And it's ex to that is one of the things that makes me want to do something else because I am in compet I'm a competitive person mostly with myself mostly against other orgs but never against someone else. I am so generous I hand over accounts to her still but for example like I met with a huge fiduciary a VP of um of the fiduciary department and the trust department for 16 banks trust bank 16 banks.

00:53:03

Scott Viscomi: We had such a good meeting. I was introduced by a a home health services person in this meeting that they're best friends. We came up with plans that will span a year and training that will get me into 16 banks, including into um Milwaukee for Micah. It's already underway. All this is starting to happen. But she claimed the relationship at large months ago. So, she was pissed. And I had to talk to her about it. And I said, "They have 16 banks. If you get an opportunity with a trust advisor in Skoi Glenbrook where you live in Mont where Mont'll make a new account for you, but we've got to move. And who knows what's going to happen with me. I honestly some days I just want to take my whole book and throw it at somebody else and just and just do high level stuff like we're doing like I used to do. I don't really care. I just want to be effective. So I'm not the one holding her back from success.

00:53:59

Scott Viscomi: If she gets a big meeting and she gets somebody on the hook and she gets starts to care, great. But she gets stuck on the she's always talking about the big opportunity in her provisor's account. Well, show me the start of care tied to the derived to the provisor's account. So, I I I want to show you something like this is a look back. I I love that. I'm really into the SAP look back by channel these days. So, if I pull up like last month before the emphasis, this is it's funny. This is pulling in new accounts that were recently assigned to me like as of last week. But you can see where I was I had activity with Springird CJ stole stole is that's wrong. But then we had a um we had a D a triplicate account that I just fixed. So that that'll fix that'll that when that updates that'll update. But anyway, so I can't even do this with her, right? I can't I can't say, "Hey, how's things going, right? I

00:55:03

Scott Viscomi: can't use the SAP look back by channel to see, hey man, what's going on? How can I help you?" And I'm hopeful that's approved. So here's my like, for example, this is what I did last month with, you know, financial advisors. one start of care. Fireh Hall is never going to be a barn burner. There's 76 families in six states. There's a fifth generation that has like nine family members across those states, right? So, that's always going to be a slow burn, but we're going to have live-in care like we do now. Mercer had a great meeting last month. We're traing high. They want me to come out to Seattle. Um, I've I've alerted uh the team there. I I I want to make sure that I'm totally authorized to do that. I think that'll probably be November. But, you know, anyway, I can't I can't I can't guide her if I can't see what I don't have the visibility is what we're going

00:56:08

Earl Blair: Oh, honest 100%. And this is where trying to figure out how do I get to how do we get to we got limited or no data? How do I get to some data, right? And understand why we why would we want to lower the bar and versus trying to make some type of concessions to get some data? Uh it's because and here's
Scott Viscomi: It's
Earl Blair: here.
Scott Viscomi: it's going to take an Ashley level conversation with her a one-on-one partner to partner. It's going to take Ashley calling her and say, "Hey, I need you to step up your professionalism. You are a leader. you are watched and observed and there is pent up growth for the region in within your pipeline. I think that's what it's gonna take
Earl Blair: Yeah.
Scott Viscomi: cuz
Earl Blair: All right.
Scott Viscomi: she's going to give me I don't know if she's giving me lip service. history says she is, but right now she says she's documenting and her her documentation numbers are skewed right now just because I know she just did a flurry of documentation.

00:57:13

Earl Blair: Yeah. Where's she at in terms of target for the month?
Scott Viscomi: Let me pull it up.
Earl Blair: And
Scott Viscomi: I
Earl Blair: as
Scott Viscomi: just
Earl Blair: you're pulling that up, um, looking at Micah's numbers, Micah's numbers, you know, uh, looks like he's going to break 100K this month. It's great. Would love to get him to this CEO status.
Scott Viscomi: Yeah, that that's the goal by Q3. By Q4 is he's a senior HCL is the is the goal he and I have set forth. Um I am really concerned that I don't know. I can't put my finger on it. He that guy is working and we're not seeing the pipeline reflecting the market impact that he's making. He's put together a pack group that like he basically owns the market. He's got every influential person or company in that market coming to his pack meetings and the you know I've led the last two I've done presenting I did a deep empathy training for like our competitors for our partners for everybody and I don't know if it's just because it's I don't know what's going on there but we're

00:58:20

Timothy Thomas: Yeah, Milwaukey's in a bad in a bad spot. We're going to have to make some more significant changes to the team there if things don't turn around quickly.
Earl Blair: Yeah. Tim, is there any way we can get some kind of uh reset on the numbers for Milwaukee?
Timothy Thomas: How do you mean?
Earl Blair: Um my understanding is that uh we was it the GCM group that we had good business with and
Timothy Thomas: Um,
Earl Blair: uh
Timothy Thomas: no. That well, first of all, stole's business footprint has shrunk to nothing. U
Earl Blair: okay
Scott Viscomi: Yeah, I had a meeting with Roy this week. It was just absolutely ridiculous.
Timothy Thomas: Kelly told me to move on from him. I mean, he's they're want they're going to wind that business down in all likelihood.
Scott Viscomi: You have my full recommendation to to terminate without prejudice ASAP.
Timothy Thomas: Yeah. Yeah. So, I mean, I don't Yeah, that's not my decision. You're talking about the targets for Micah.
Earl Blair: Yep.

00:59:15

Earl Blair: Uh, no, no, no, no, not not necessarily targets for Micah because he's hitting his target. I'm
Timothy Thomas: Okay.
Earl Blair: talking about the site. Um, the site's not performing. Mike is performing. He's hitting his targets. Um, so if there's a way to get some reprieve on the site targets for for Milwaukee is what I was asking.
Timothy Thomas: I'm not sure which specific targets you're referencing
Earl Blair: Um, revenue. So, in terms of the KPIs for Milwaukee, right? I mean, you've you've
Timothy Thomas: in
Earl Blair: got
Timothy Thomas: terms
Earl Blair: his
Timothy Thomas: of the actual like the off the operational team's uh revenue targets.
Earl Blair: Um, let me go here.
Timothy Thomas: I have to I'm already three minutes late for a oneon-one, so I got to hop soon.
Earl Blair: Yeah. Um, we can have a that's a conversation we can have another day. Um, but because I'm late to another call also. Uh, but thank you both for getting me up to speed.
Scott Viscomi: Yeah, I'll I'll text you later, Earl. I'll see if there's any because as you get through your day, I just want to make sure you're going into next week with me out that you're feeling confident in the region.

Transcription ended after 01:00:54

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