Salesforce_Consult_Needed_Field.txt

Consult - How to Guide Purpose: To clearly define and walk through the steps on how to select a consult in Salesforce. CONSULT VS. ASSESSMENT What constitutes a consult versus an assessment? Let's dive into the definitions to help guide you when identifying if a potential client is at the consult or assessment stage. A consultation is a high-level, relationship-building visit (sales call in disguise). It's best for families who are planning ahead, uncertain about their needs, meeting with multiple companies or likely to start care more than 30 days out. A care assessment is an in-depth care-planning evaluation. It's for families who know they need home care and are looking to start within the next 30 days (or sooner). It includes a full review of medical history, home safety, medications, and person-centered care needs and sets the foundation for a tailored care plan and caregiver match. An assessment signals that the family is at the point of decision. The RN Nursing Assessment is a clinical evaluation that occurs once the client has officially signed CCA, and in addition to the person-center care assessment. It involves a more in-depth clinical assessment at or before SOC and is required by state regulations. The goal is to ensure the care plan is accurate, safe, and tailored to the client's medical needs, while still considering person-centered care needs. CONSULT NEEDED FIELD LOCATION The Consult Needed field can be found on an Opportunity under the Client Information section. STEPS TO ADDING A CONSULT 1. Follow the existing process for creating a new Lead. 2. Follow the existing process for converting a Lead to an Opportunity. Once you are ready to convert a Lead to an Opportunity, ensure the following three criteria are met. A Potential Client Must Be: Looking for our services, In our service area, Financially qualified. While the caller may have expressed that the rates quoted are higher than other prices they have been told, they are still aware of the rates and able to pay privately for services. Reminder: Don't let a prospect's hours or schedule stop you from converting a financially qualified Lead to an Opportunity. This may be a chance to upsell or educate or guide them towards a schedule that best fits their needs. 3. From the Opportunity, scroll down to the Client Information section and update Consult Needed designation by: Utilizing the dropdown feature. Selecting a Yes means they require a consult, selecting a No indicates that no consult is needed and they can move directly to an Assessment Pending status. Select SAVE. Reminder: If the consult selection was made in error be sure to clearly explain the situation in the Activity Notes. CONSULTATION Purpose: A consultation is a follow-up visit initiated by a caller or offered by an intake manager after an initial phone discussion. Its primary goal is to provide prospective clients with more information about TheKey services and to address preliminary questions, ultimately leading to the scheduling of a comprehensive assessment. KEY CHARACTERISTICS Client Interest: The client has expressed interest in learning more about TheKey and its services and has requested a meeting with a local representative. Information Gathering (Initial): This visit allows for gathering basic initial information that may not have been fully disclosed during the initial phone call, such as the individual reasons for seeking care, living situation, and broad care needs. Information Provision (TheKey): Representatives will provide information about TheKey care offerings, service delivery, and local office specifics. Addressing Preliminary Concerns: This is an opportunity for families to inquire about the process, agency policies, and caregiver qualifications. Cost Hesitancy: While costs are generally discussed prior to the consultation, clients may express hesitancy or compare TheKey pricing to other companies. Limited Initial Client Information: The initial information about the potential client may be very basic (e.g., Mom had a fall and broke her hip, and my family is exploring options). Meeting with Other Agencies: Clients may indicate they are also meeting with other agencies and are in a discovery phase to make an informed decision. Third-Party Information Gathering: The caller may be gathering information for another family member, friend, or decision-maker. Client Resistance to Care: The caller may request a meeting without the potential client present to help introduce the concept of home care. Primary Goal: To book a comprehensive assessment. An assessment can be completed at the time of the consultation if the client agrees and all questions/concerns are addressed. Personnel: Consultations may initially be conducted by an HCL (Home Care Liaison) or GM (General Manager) due to their high-level sales focus and the client current undecided status regarding purchasing services. Salesforce and Calendar Management: Consultations are logged in Salesforce with the Assessment Pending status and the Consultation dropdown marked Yes. The field team member is responsible for adding Consultation as a task in Salesforce and updating it with next steps/documentation upon completion. The field team member is responsible for adding the consultation date and time to the Google Calendar. The field team member is responsible for calling to confirm the consultation and introducing themselves to the caller. CONSULTATION FOLLOW UP Responsibility: The individual who conducted the consultation is responsible for all follow-up actions. Required Follow-ups: A minimum of five follow-up attempts are required post-consultation before the opportunity can be closed. Open Opportunity: A future activity must be scheduled in the opportunity to keep it open. Assessment Booking: If an assessment is booked for a later date, the status should be updated to Assessment Scheduled with the date updated in Salesforce. Pipeline Oversight: General Managers (GMs) and Regional Directors of Operations (RDOs) are responsible for daily pipeline overview to ensure tasks are completed and follow-ups are executed. ASSESSMENT Purpose: An assessment is a comprehensive, in-depth evaluation designed for clients who have expressed a clear desire to hire caregiving services and wish to begin care soon. KEY CHARACTERISTICS Expressed Desire for Care: The client has a clear intention to hire caregiving services. Comprehensive Needs Evaluation: This includes evaluating the individual physical and emotional well-being, functional abilities (ADLs and IADLs), social needs, and the home environment for safety and suitability. Identification of Specific Requirements and Risks: This involves pinpointing areas where the individual requires assistance, potential home hazards, and specific medical or health concerns. Detailed Medical History: A review of current health conditions, medications, and relevant medical records is essential for effective care planning. Personalized Care Plan Creation: Based on the assessment findings, a tailored plan is developed, outlining specific services, caregiver tasks, and schedules to meet the individual unique needs and preferences. Decision-Maker Engagement: The caller is the primary decision-maker, has acknowledged and agreed to pricing, and is prepared to discuss specific care details and personal information. Appropriate Attendees: The assessment is scheduled with the correct individuals present to discuss sensitive, detailed personal information, as well as pricing and billing information. WHEN AN ASSESSMENT BECOMES A CONSULTATION There may be instances where a booked assessment transitions into a consultation upon the Care Service Manager (CSM) arrival. Flexibility of Consult Checkbox: The Consult checkbox can be marked at any point in time. Reporting is available to flag whether it was checked before or after the assessment was scheduled. Activity Note Requirement: When an assessment reverts to a consultation, an activity note must be added with detailed reasons for the change.