Care_Advisor_Playbook_v1.txt

Care Advisor Playbook v1

Tools: Call Scripting Tool (go-to guide on consultative sale call flow), Overcoming Objections Tool, Different Types of Leads guide.

Types of Leads:
1. Consumer Leads - Consumers calling the intake line who found us online.
2. B2B Leads - Generated by Home Care Liaisons (outside sales team). Lead created in SF, contact via email/phone, get HCL involved, summary sent to account owner.
3. Stanford 30 Day Contract - trained upon onboarding.
4. Word of Mouth Leads.

Pricing Sheet and Office Mapping: Assess location of care and associated hourly cost. HCA Pricing and Intake List.

Gating Requirements:
Consumer Leads: 4+ hour shift minimum and $2500 monthly spend.
B2B and WOM Leads: 4+ hour shift minimum.
COVID Recovery Lead: 72hrs+ asymptomatic, 40+ hrs/week, 2 week minimum, $10+ premium bill rate.

Prospect Ownership: Care Advisor creates Salesforce record, updates Intake Team Member field. If initial CA schedules assessment, ownership stays. If another CA schedules, ownership transfers.

Forms of Payment:
Private Pay: majority of clients.
Long Term Care Insurance (LTCi): Weekly/bi-weekly submissions. Not covered: Medicare, Medicare Supplement (Medigap), Veterans Affairs.
Veterans Benefits: dependent upon region.

Salesforce Documentation:
Prospect Types (linear progression): Webform Pending, Not Ready (30+ days out), In Process (likely within 30 days), Assessment (scheduled/booked), Client (ready for care), Closed Before Assessment, Closed After Assessment.
Key fields: Prospect Type, Referral Account Name, Free Notes (with initials and date), Assessment Completed By.

Referral Account Selection:
CONSUMER: Internet (found online), Web Lead/Inquiry (submitted web form), Yelp, A Place For Mom (call transfer or web lead), ElderCare Services, Storefront.
WORD OF MOUTH: Ask follow-up questions to determine referral source. Search for previous client in SF. Use WOM if unable to determine specific source.
B2B: Get name of resource and referring contact. Check belongs to office field. Notify HCL. Use "New Account pending by BD" as placeholder if needed.
Assessment Booked Process:
1. Create prospect in Salesforce, document all info, place in assessment status.
2. Free notes format: NEXT STEPS, HOURS PER DAY, DAYS PER WEEK, INTENTION, ANTICIPATED SOC, 7-8 sentence summary.
3. Salesforce auto-sends assessment email notification to Office, Care Advisor team, and HCL if B2B.
4. Get confirmation on who will attend assessment. Update Prospect Owner and Assessment Completed By fields.
5. If Assessment within 24 hours: text Lead CCM (from Pricing Sheet) or HOO. Include HCL if B2B.
6. Office takes ownership: booking exact date/time, completing assessment, signing client.
7. Pipeline: Track if assessments completed by office. Check daily via Analytics Portal pipeline report. Team tracked on % of Assessments that Convert.

Office Contact: Each office has intake email distribution handle (officename-intake@homecareassistance.com).

Follow-Up Assessment Not Scheduled:
Prospect Types: Webform Pending, Not Ready (30+ days out), In Process (within 30 days).
Follow-up timing: ideal within 24 hours. Key: get agreed-upon next step with time and date.
Web Forms Pending: Call 1 no VM, Call 2 within 1 min leave VM, Call 3 within 24 hours leave VM then close.
Not Ready: Follow-up within 3 days, leave VM, send personalized Pardot email.
In Process: Follow-up within 48 hours, leave VM, send Pardot email. Follow-up 2 within 48 hours.
Web Form Process:
1. Reply ALL and claim the lead. First responder owns the lead.
2. Check for DUPLICATE prospects.
3. Call prospect within 5 minutes of claiming. Complete Intake.
4. If no answer: Leave VM, update Intake Team Member field, schedule follow-up cadence.

Call Grading - CA Scorecard Checklist:
1. Warm Welcome: introduce yourself, active listening, engaging, building rapport, pace.
2. Discovery: open-ended questions to uncover pain points.
3. Discovery: How they found out about us, follow-up on online search.
4. Discovery: Caller Name/Phone/Email/Address/Client Name.
5. Discovery: Expectations and desired goals.
6. Discovery: Utilization (hours) and Duration (long/short term).
7. Expert Recommendations: value based on discovery with offerings and benefits.
8. Expert Recommendations: customizing Balanced Care Method to unique needs.
9. Expert Recommendations: appropriate care plan including referrals outside scope.
10. Overcoming Objections: at least 2x, listening for buying signals.
11. Assumptive Close: scheduling assessment with next steps. If not scheduled, ask for follow-up.
12. Confirming all questions answered.

Transferring Caregiver Calls:
1. Warm-transfer all caregiver applicants to local office ring group.
2. If no answer, gather contact info and email local office with careadvisorleaders CC.
Current caregivers: cold-transfer to offices.

PTO/Breaks: Exempt/Salary employees get 1 hour lunch at assigned times. One 15 min break per 4 hours worked.