Care_Commitment_Playbook_2024.txt

Overview: You can use this document to: Introduce Care Commitment, Give a Program Overview, Highlight the Key Benefits, Outline the Operational Process.

Program Overview
Client Intention: >30hrs p/w OR >30days of care - This is an OPTIONAL promotion for these clients to participate in Advance Pay Care Commitment.
Advance Pay Commitment Program: This is a financial promotion to express gratitude for their loyalty in choosing TheKey. Clients make an initial investment of $5,000 up-front. TheKey then provides a care credit of $500 after the $5,000 of care is completed. Use Care Commitment CCA. If they choose not to take the promotion, use Universal CCA.

Client Intention: <30hrs p/w AND <30days of care - These clients are REQUIRED to commit to one of the following: Advanced Pay or Pay as you Go.
Pay as you Go Care Commitment (No Advance Payment): No up-front bulk cost. Commitment to $5,000 of billable hours within 1 year of Agreement. No $500 care credit. Use Care Commitment CCA.

Go Live for Care Commitment is March 4th, 2024.

Talk Tracks - Benefits for Clients:
Exclusive One-Time Bonus: When clients choose TheKey, they receive an exclusive one-time bonus of $500 in additional care at no extra cost.
Maximizing the Investment: Clients maximize their investment by receiving an additional $500 worth of care.
Premium Care with Added Benefits.

Benefits for TheKey:
Attracting the Right Type of Clients - focusing on quality over quantity, aligning with clients who appreciate the level of care.
Improved Retention and Revenue - committed clients stay longer, improved retention rates, increased revenue.
Financial Reward for the Sales and CSM Team - commission incentives for encouraging Care Commitment.

Operational Requirements - Client Facing:
Salesforce Documentation: <30 Hours AND <30 Days MUST be enrolled in Care Commitment options. Check Box on opportunity.
PandaDoc: Choose correct Client Consent Agreement. Care Commitment CCA or Universal Consent Option.
ClearCare/Wellsky Tagging: All clients on Care Commitment MUST be tagged.
Activity Tagging: 1st follow up within 24 hours, 2nd follow up within 7 days, 3rd follow up within 14 days.

Care Commitment - Advance Payment: Non-refundable minimum payment of $5,000, applies to regular invoices until utilized. Client receives $500 credit. If not utilized within 180 days, unused portion retained by Company.

Care Commitment - No Advance Payment: Minimum payment of $5,000 within 1 year. If Client terminates prior to paying, doesn't schedule a 4hr shift in 21 days, or doesn't meet minimum, remainder charged on final invoice.

Operational Requirements - Billing/Back Office:
Daily: PSG audits all new clients, reviews PandaDoc templates, emails PaymentApplication@TheKey.com, enrolls in autopay.
Tuesdays: Help Desk audit emails to CSM and GMs with corrections.
Escalation: 1 business day to correct, then GM, then Regional Director.

72 Hour Cooling Off Period: Client can cancel Care Commitment within 72hrs even if care received. Cannot switch between Advance Pay and Pay-as-you-go.

Additional Resources: Full Care Commitment Training Recording, Training Deck, Care Plan Template and Audit Checklist, SOC Commitment, CG Introduction Job Aide, Monthly Follow Up Commitment, FAQ's.