Updated_SLA_Client_Experience.txt

Service Level Agreement: The Client Experience Lead: * All leads will be contacted within 2 hours * * Contact to be called, text and voicemail * HCL referral partner leads will always be prioritized * If the first contact (call, text and voicemail) attempt fails, an attempt will be made two more times the same day (call, text and voicemail) * If still no answer, 3 more attempts will be made over the next 4 days. * * Unresponsive leads to be closed on Day 5 * Tasks in SF will be tracked for each attempt and future attempt to contact the lead. * * All Lead activity will be documented in SF the same day Opportunity pending assessment: * All opportunities are required to have a present and future task with a date in order to remain open * * Chatter to be updated with each client touch point to keep HCL informed so they may report back to referral source* * All opportunities to be reviewed in weekly pipeline Client Matrix: See Client Matrix Chart * Conduct an In Person follow-up within 7 days of 1st shift Long Term Intention: Greater than 30 days Tier 1 Clients: More than than 30 hours per week and longer than 30 days of service Tier 2 Clients: Less than 30 hours per week and longer than 30 days of service Short Term Intention: Less than 30 days Tier 3 Clients: More than 30 hours per week and less than 30 days of service Tier 4 Clients: Less than 30 hours per week and less than 30 days of service Tier 1 Clients: More than 30 hrs a week and more than 30 days of service Tier 2 Clients Less than 30 hours per week and more than 30 days of service Tier 3 Clients More than 30 hours per week and less than 30 days of service Tier 4 Clients Less than 30 hours per week and less than 30 days of service New Client New Client New Client New Client * In Person assessment Required * Family App Introduction * 2 Balanced Care Method pillars identified * Care Goal Identified in Care Plan * In Person CG Intro * Introduce satisfaction Guarantee * Follow-up by phone 24 hrs after first shift * CSM conducts in person follow up within 7 days of 1st shift * Conduct a phone call with POC within 14 days of first shift * In Person Assessment Required * Family App Introduction * 2 Balanced Care Method pillars identified * Care Goal Identified in Care Plan * In Person CG Intro * Introduce satisfaction Guarantee * Follow-up by phone 24 hrs after first shift * Conduct an In Person follow-up within 7 days of 1st shift * Conduct a phone call with POC within 14 days of first shift * In Person Assessment Required * Family App Introduction * 2 Balanced Care Method pillars identified * Care Goal Identified in Care Plan * Introduce satisfaction Guarantee * Conduct an In Person follow-up within 7 days of 1st shift * In Person assessment Only if required by state regulations Existing Client Tier 1 Existing Client Tier 2 Existing Client Tier 3 Existing Client Tier 4 * Conduct In Person QA visit Monthly (or as required by state regulations) * Conduct In Person QA/Reassessment visit anytime there is a change in Condition (or as required by state regulations) * Conducts service call when there are service related concerns * Complete Re-assessment bi-annually (or as required by state regulations) * Conduct re-assessment post hospitalization * Conduct QA Visit Every 90 Days (Or as required by State Regulations) * Conduct In Person QA/Reassessment visit anytime there is a change in Condition (or as required by state regulations) * Conducts service call when there are service related concerns * Complete Re-assessment bi-annually (or as required by state regulations) * Conduct re-assessment post hospitalization * Conduct In Person QA/Reassessment visit anytime there is a change in Condition (or as required by state regulations) * Conducts service call when there are service related concerns * Conduct re-assessment post hospitalization * Conduct In Person QA/Reassessment visit anytime there is a change in Condition (or as required by state regulations) * Conduct re-assessment post hospitalization Assessment/ Consultations (regulated states ONLY) * All Tier 1-3 client Assessment/Consultations will be completed IN PERSON using the company standard Assessment Packet or the digital assessment https://assessment.thekey.com/ Non-Regulated_ClientAssessmentOsha_Jan2022 * Exceptions: * Fast Starts: Tier 1-3 clients to start services within 24 hours * Client explicitly declines in person assessment * GCM partner requests assessment to be completed virtually. * All In person assessments/consultations will be completed within 1-3 days, prioritizing level of need, timing of SOC and referral source * Assessment documentation to be completed within 1-business day. Including an assessment outcome update via chatter in SF for HCL * If assessment is completed by HCL: HCL will pass the completed assessment/consultation AND signed consent/ACH/LTCi forms (if signed in person) to the Local Field Team: THE SAME DAY * Assessments/consultations won will be converted to closed/won in SF. Prior to converting to closed/won in SF account owner should be changed to field team member. Signed Consents, Payment Authorization Forms and LTCi forms will be uploaded into Wellsky/Clear Care at the time of conversion, prior to initiating scheduling. * If assessment/consultation is not closed/won, Field team member will follow up with the client daily, or as determined between client and team member, until won or lost and deactivated * All communication and attempts to communicate with client will be documented in SF real time via activity tasks Closed/won: * SOC date require * If SOC within 7 days - follow up and document every business day * If SOC is greater than 7 days - follow up and document twice weekly Create a New Client: * At the time of closed won, the Field team member will flip the opportunity to Closed won and a Client Wellsky/ClearCare profile will automatically be created. * Update Client contact information to include: primary point of contact, phone number and email. * Field team members will present TheKey Family app to clients and assist with App adoption. (TheKey Family App Job Aide) * Field team members will create an initial care plan (consultation notes in regulated states) in Clear Care, prior to start of care. For All Tier 1-3 Clients the Care Plan MUST include a minimum of 2 Balanced Care Method Pillars. Field team members will ensure the initial care plan includes appropriate client facing tasks to be conducted on every shift. * Field Team member will send a Start of Care Email to the entire team (may be auto generated from Digital Assessment), including key details of the new case: Client name, address, brief bio, start date, bill rat
e and referral source. Must include "Keys to Success" for caregivers working with Tier 1 clients. Start of Care Introductions * Client Success Manager will contact the client prior to start of care to introduce themselves and confirm the start date and tasks for the first shift. * A Client Success Manager or RN will be present at the start of care for all Tier 1 Clients (if a success manager is not available, another team member should be appointed to complete the introduction). * The Client Success Manager will set the expectation with the client that a new relationship will require a period of getting to know each other and if at any time during the first 30-days the client is not satisfied with their caregiving experience we offer a "satisfaction guarantee program" and promise to find a new Caregiver and waive the cost of the next care shift. (Satisfaction Guarantee Job Aide) * Client Success Managers will follow up with all Tier 1 Clients after the first shift is complete. Success Manager will provide an update to the HCL on successful start of care. Start of Care Follow Up: Conduct informative in person meetings or phone discussions to ensure that all duties, tasks and care needs have been met. Tier 1 &2 Clients: * CG Intro: Client Success Manager or RN will meet/speak with CG prior to SOC to review tasks and duties for the client. Log "CG Intro" in Clear Care as a note with a "CG Intro" tag. * * 1st follow up: Phone Call or In person with the Client and/or POA, no later than 24 hours after the first shift is complete. * 2nd follow up: Conduct In Person follow up within the initial 7 days of services. * 3rd follow up: Phone Call with the POA or primary POC within the first 14 days. * All follow ups to be documented in Clear Care as an activity note using the "Client Follow Up" tag, within 24 hours as well as updates to Care Plan and tasks within 24 hours. * Tier 3 Clients: * Follow up: Conduct phone call within the initial 7 days of service Tier 4 Clients: * Follow up as needed Quality Assurance Visits (QA): Client Success Manager or RN will ensure that the caregiver is meeting the needs of the client. During QA visits, the client success manager will observe the cg/client interaction to ensure that all tasks are completed properly and needs are met. * Tier 1 Clients: IN PERSON QA Visit one time a month (or more frequently if required by state regulations). * Tier 2 Clients: IN PERSON QA visit every 90 days f (or as required by state regulations). * Tier 3 Clients: Only if there is a change in condition (See reassessment) or required by state regulations * Tier 4 Clients: Only if there is a change in condition (See Reassessment) or required by state regulations. Documentation: * Client Success Manager/RN Client Success Managers will log each QA visit or Reassessment under Activity note in Clear Care with "QA Visit" * Updated Care Plan date will be placed in the "Care Goals" section of Clear Care. The Care Plan and tasks updated 24 hours after QA visit. * Clear Care Documentation Process: Activity tags Reassessments (Must be conducted IN PERSON): Assessment focusing on changes in home safety as well as independence levels in ADL's and IADL's. * Bi- Annually: An IN PERSON reassessment will be conducted Bi-Annually (or more frequently if required by state regulations). This MUST include a Clear Care Reassessment note as well as an update to the Care Plan * Change in Condition: An IN PERSON reassessment MUST be completed anytime there is a noted change in condition. This MUST include a Clear Care Reassessment note as well as an update to the Care Plan * Post-Hospitalization: An IN PERSON reassessment MUST be completed anytime a client has returned from the hospital. This MUST include a Clear Care Reassessment note as well as an update to the Care Plan. Communication: * Client Phone Calls: All client calls will be returned before end of business day * Action Items: A client inquiry requiring resolution. The client success manager will complete a daily check in with the client, until resolution is complete. * Caregiver Call Offs: Client Success Manager will communicate all caregiver call outs within one hour to the primary point of contact. * Refusal of Care: Client Success Manager will follow our company "Refusal of Care Policy" and ensure to communicate all client refusal of services to the primary point of contact. Care Manager will complete an activity note in ClearCare/Wellsky indicating the communication. See Refusal of Care Policy * Emails: Email responses to be completed within 24 hours * Text Messages: Text response within 2 hrs * General Managers will ensure the client success managers are meeting these communication expectations Service Quality/Recovery: * General Manager/RDO's are responsible for monitoring the Medallia survey results as well as the SLI's daily. Regional Managers will work with Client Success Managers to ensure resolution. * General Manager/RDO's will ensure the plan of correction for Medallia detractors and SLI's are documented within 48 hours. * Medallia Surveys: If a survey results in a Detractor Alert (Score of 6 or lower), GM will assign the alert to CSM or CGM for follow up within 24 hours, and be responsible for monitoring detractors and closing the loop once resolution and documentation is complete. Please reference Medallia Playbook for more details. * Service Level Intervention (SLI) Review: General Manager/RDO's will review the SLI's daily in Salesforce and communicate a plan of correction by the end of the day. * General Manager/ RDO as well as Client Success Managers will follow the SLI SOP. * * Client Success Manager will notify Caregiver Manager if a Satisfaction Guarantee is needed. They will then follow the Satisfaction Guarantee Job Aide * * Any time a client is dissatisfied with services, General Manager/RDO is to follow the Service Recovery Process * General Manager/RDO will audit and review all satisfaction results with the Client Success team, weekly * Caregiver Intervention/Replacement: If a caregiver requires training, the Client Success Manager will conduct training if within their expertise or connect with the Caregiver Manager and ensure that training is facilitated before the next QA visit. * The Client Success Manager will manage the replacement of caregivers. Client Success Manager will inform Caregiver Manager if a caregiver needs to be replaced on a client. Client Success Manager will approve the replacement of caregivers prior to restaffing the case. * Client Success Manager will contact clients before the next scheduled shift with a new caregiver and will complete a phone introduction with new caregivers on all Tier 1 clients. * Client Success Manager will complete a phone follow up 24 hrs after each caregiver replacement. * Indicates Measurable KPI
Last Updated: 7/24/2025