SOP_After_Hours_Intake_Call_Handling.txt

After-Hours Intake Call Handling
Applies To: After-Hours Coordinators, After-Hours Supervisors, Intake Team
Effective Date: 2/11/26
Purpose: To ensure all after-hour intake inquiries are routed appropriately, accurately captured, and followed up on by the Intake Team on the next business day.

Roles & Responsibilities
After-Hours Coordinators (AHCs)
* Answer intake-related calls that come to the After-Hours team
* Collect required intake details from the caller
* Complete and submit the Off-Hours Intake Web Form accurately
* Ensure professional, empathetic communication

Lead Home Care Advisors (LHAs)
* Review all off-hours intake submissions at the start of next business day
* Follow up with prospects within 1 hour of shift start
* Convert qualified leads to Salesforce opportunities