Pipeline_Meeting_Facilitation_Playbook.txt

TEAM PIPELINE MEETING

Overview

(Hyperlinks to bring you directly to a specific section within this playbook)

Assessments and Start of Care Pipeline

Client Intentions and Outcomes

Open Leads & Opportunities

New Pipeline Reports 101 Quick Reference Guide 

Facilitation Guide	Facilitation Guide

What is a pipeline? 





What is a pipeline meeting?





Who owns the team’s pipeline? 


Pipeline Agenda	A pipeline is the visual representation of all new business, including all open Leads & Opportunities, that the team is actively trying to close. It also provides a discussion around the newest SOCs, pending clients and clients at risk for coming off services. Pipeline also includes any additional growth opportunities within each Lead or Opportunity, including discharged clients, to increase value and service. The goal is for the Sales and Operation teams to be on the same page around the health and growth of their business. 

A pipeline meeting is a mandatory, weekly in person or virtual meeting for the local teams to review all new business and discuss clients starting and discharging from services. Each team member comes prepared with updates on the Leads and Opportunities they own and are working on. Pipeline meetings are scheduled for one hour and each member should have Salesforce open to view in real time with proper documentation completed prior to the meeting. This is a time to discuss the business already earned and how it is going, and creating plans to ensure customer satisfaction and retention. 

The team’s pipeline is a collaboration between all client-facing team members. The General Manager, is responsible for assigning ownership to every Lead/Opportunity and facilitating the flow of the pipeline meeting and holding the team accountable to their follow ups. 

Review All Open Leads (Salesforce Dashboard)
Review Assessment Pending (Salesforce Dashboard)
Review Assessment Scheduled (Salesforce Dashboard)
Review Assessment Completed (Salesforce Dashboard) 
ReviewClosed Won, Not Started (SalesforceDashboard)
Review Closed Won Never Started  (Salesforce Dashboard)
Client Intentions and Outcomes (Tableau)
Clients Ending Service and Long Term Clients at Risk
Medallia Survey Scores (Medallia Dashboard)
Team review of Goals & Business Development Opportunities including SAP (Verbal)
Team Updates (Chatter)- HCL, CSM, CG Manager, Recruitment, Compliance

Pipeline Meeting 101	Pipeline Meeting 101

What is the responsibility of the Pipeline Meeting facilitator?	Lead the Weekly Team Pipeline Meeting
The General Manager is responsible for sending a daily and weekly recurring calendar invite via Gmail for all team members. The meeting invite includes a Zoom or Google Meets link for any members that might need to join virtually. Copy and Paste the Pipeline Agenda (found on page 1) into the calendar invite notes section.
The General Manager shares their screen and guides the team in assigning ownership of every Lead and Opportunity as well as uncovering ways to move forward with all Leads and Opportunities.
Review and assign Referral Accounts to each Lead and Opportunities, especially Frax Leads which are created without Referral Accounts assigned
Ensure a next step is scheduled for each open Lead and Opportunity in the Tasks section and any important updates are located in the Chatter section
Own or delegate feedback regarding challenges with Salesforce and Reporting.
In the absence of the General Manager, another team member will be appointed to lead the meeting
Best practice is for the facilitator to send a reminder (text or email) to the team to remind them the day before the meeting to update their tasks, document notes, etc.

What is the responsibility of the local team?	Be Prepared and Actively Engage
Be prepared to provide updates for all the open Leads and Opportunities they own.
Provide updates and opportunities on recent and upcoming assessments, pending and recent new starts, discharged clients and clients at risk of discharge
Engage in all necessary follow-ups and next steps agreed upon in the meeting
Update all information necessary in Salesforce to ensure accurate pipeline reports and tracking of follow-ups in the Tasks section
Check off activities
Keep SOC date updated

Update client activity daily in Salesforce by updating the task & chatter sections and updating the Lead or Opportunity status.  Reviewing the pipeline reports prior to meeting and becoming familiar with the key opportunities

Structure for Pipeline Meetings
All members are expected to be on time and in person (or virtually via Zoom/Google Meets if needed) at the start of the meeting. 

The facilitator shares their screen and the reports throughout the meeting.  

The facilitator or Lead owner is responsible for updating notes and closing out their Leads/Opportunities prior to or during the meeting

The General Manager conducts the meeting in this order:


Review ‘All Open Leads -  (Salesforce) - GM to review/assign open leads: close out or move forward to Opportunities. 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
A next step must be scheduled in the Tasks section. **Goal is to have the leads list actioned by the end of the meeting

Review ‘All Open Opportunities - Assessment Pending, Scheduled, Completed (Salesforce) - action any pending assessments and collaborate as a team to strategize for each Opportunity. Be sure to double check that the stage, referral account, and the intention/utilization fields are accurate. All opportunities are required to have a present and future task with a date in order to remain open.  Chatter needs to be updated with each client touch point to keep HCL informed so they may report back to referral source.
Review ‘Closed Won Not Started, Closed Won Never Started, Last Week’s Actual SOC, This Week Actual SOC (Salesforce) Review clients who started care within the last week. Understand how the SOC went, challenges, changes to schedule or needs, client preferences, etc.. make sure all notes are put in the Plan of Care in Wellsky and the schedule is correct and up to date. Discuss any stalled or pending SOCs and the owner should create a task with next steps to close out or move the completed assessment forward. 

Review ‘Client Intentions and Outcomes’ report (Tableau) Discuss the wins for CSMs who have good retention and then discuss why clients changed their service needs if the Tier Status has changed. Understand why the intention changed (if it did) and what the long term plan is to keep the client on service.

Review ‘Clients Ending Service and Long-Term Clients at Risk’ report  (Tableau) - Review clients who have discharged off services within the past week. The assigned CSM is to review with the team why the client is ending service.
Team review of Goals & Business Development Opportunities (Verbal) Align on office goals on a weekly basis- discuss BD opportunities and ensure top accounts are being handled well. Discuss ways to increase business development with accounts and community resources. Discuss bringing in any additional resources into client's cases for retention and enhancement of care. HCLs can make requests regarding referral accounts from the Client Care Team.

Pipeline Reports	Pipeline Reports

Uncover Opportunities and Stay Accountable

‘All Open Leads - (found in Salesforce)

This includes all open Leads that we have not yet made contact with or fully qualified. 

A Lead is any prospective client prior to being qualified. Once qualified, it can be converted to an opportunity. To be determined qualified, a lead must meet these three criteria: 
In our service area
Looking for our services
Financially qualified for the quoted rate. 

Review the Leads entirely, understand the next steps and properly document. Any open Leads must have a next step documented as a Task in the Tasks section. See screenshots below:

**Left screenshot shows how to schedule a follow up as a Task
**Right screenshot shows how a future Task is scheduled in the ‘Upcoming & Overdue’ section and the history of Tasks for a Lead is shown below that section

Questions to ask while strategizing on Leads and Opportunities: 
What is the current status, where are they in the process and what are the next steps? 
What is holding them back from scheduling an assessment? 
Is the lead financially qualified? 
Are there any community partners involved for this client? 
How can we leverage the Referral Account? 
Staffing concerns or strategies? 
Opportunity to utilize other team members to move the lead forward?




**Helpful Tips

You can select the Pin icon next to your ‘All Open Leads - Office Name’ list to save your office list in your Leads section of Salesforce.:

You can sort your Open Leads list by ‘Lead Status’ to view your list of Leads by their Lead Status. Simply click on where it says Lead Status to sort by this field: 


You can change the display view of your Open Leads list by clicking on the ‘Display as’ icon:











Finding Ways to Connect and Reconnect

‘All Open Opportunities - Office Name’ List (found in Salesforce)

This includes all open Opportunities, which are considered to be qualified but have not been converted to a Client yet. This includes Opportunities that are pending assessments, assessments scheduled, assessment completed, and consent signed.  

Review all Opportunities on the report. Where are we in the process? 
Was the Task from last week completed? 
What are the next steps? Are they documented in the Tasks section?

Any open Opportunities must have a next step documented in the Tasks section unless they are in ‘assessment scheduled’ stage. See screenshots below:

**Left screenshot shows how to schedule a follow up call as a Task
**Right screenshot shows how a future Task is scheduled in the ‘Upcoming & Overdue’ section and the history of Tasks for a Lead is shown below that section

As a team, collectively talk about each prospect and support to make a decision. Is it worth moving forward or closing out? Some questions to discuss: 
Where can we connect/communicate again?
Understand the potential and get to the root of the need for service?
What is the animal segment? 
Potential to circle back with referral source- HCL strategize how to change tactic
Offer other resources to family if uncovered
Is there a different way we can connect/communicate if what we’ve done hasn’t worked?
Ask questions around the situation and why the lead has “cooled” 
Use collateral (especially books) as a way to call prospects and offer to send them more information about TheKey and keep in touch. 
Open the dialogue, confront the fear that most people have that stops them from moving forward.


Secure next steps from the team to move the prospect forward. OR. Close it out and update Salesforce. 


**Helpful Tips

You can select the Pin icon next to your ‘All Open Opportunities - Office Name’ list to save your office list in your Opportunities section of Salesforce:


You can sort your Open Opportunities list by ‘Stage’ to view your list of Opportunities by their stage. Simply click on where it says Stage to sort by this field: 


You can change the display view of your Open Opportunities list by clicking on the ‘Display as’ icon:

Completed Assessments
Includes all assessments conducted by members of the team in the prior week and those that have not progressed to client or closed.  Goal is to ensure daily next steps, convert to client, or identify why the prospect declined to move forward with TheKey services.

Where is the team in the process of each prospect? 
Are we leading the follow ups (verbal and written) vs the client? 
Ask questions around prospects' service and needs? 
If assessment is delayed or did not convert, what were the objections and discuss a plan of action? 

Upcoming Scheduled Assessments 
Includes all assessments scheduled to be completed in the coming week and beyond. Goal is to ensure that we have proper pre-assessment planning for all of these assessments to maximize the conversion opportunity.

Have we completed the pre-assessment call? 
What other resources/referral partners can we bring in?
As a team, brainstorm ways to advance and communicate to prospects and or the decision makers. 
Consider and evaluate the conversion potential. 

Client Starts From Prior Week 
Includes all clients who started service in the prior week, including their intended outcome.

Of the clients started, any challenges or red flags from the client follow ups?
Review SOC section below for further detail


Pending Client Starts
Includes all clients converted in Wellsky but yet to receive their first day of scheduled service. Goal is to ensure that clients pending SOC receive consistent communication and follow-up to ensure that they successfully start care.

Did the client start services, if not what is the delay? Who are the key decision makers?


Document all lead activity (correspondence, follow ups or change in Client Success Manager) in Salesforce.  Upload paper or digital Assessment to Salesforce (if not move to client).

Tableau	Successful Long-Term Intention Clients
Includes all recent client starts with a Long-Term Intention as Tier 1 and Tier 2 who successfully achieve one month of service and a long-term outcome.


On Track Long-Term Intention Clients
Includes all recent client starts with a Long-Term Intention as Tier 1 or Tier 2  who have scheduled shifts beyond one month and are tracking to achieve a long-term outcome, barring unforeseen events.

At Risk Long-Term Intention Clients
Includes all recent client starts with a Long-Term Intention as Tier 1 or Tier 2who do not have scheduled shifts reaching at least one month from their start date. These individuals currently do not have a schedule that supports likely long-term outcomes and should be evaluated for service opportunities, changes in intention, and re-assessment / re-conversion needs.


Missed Long-Term Intention Clients
Includes all recent client starts with a Long-Term Intention as Tier 1 or Tier 2who are either closed or lacked shifts beyond their 31st day. These individuals should be evaluated for why they did not achieve a long-term outcome.


Upgraded Short-Term Intention Clients
Includes all recent client starts with a Short-Term Intention as Cheetahs or Bees who have scheduled services beyond one month from their start. We should evaluate what aspect of our services were able to increase their care intentions or whether we underestimated the potential of the client at assessment.


Understanding the Why 

Take the time to review each client as a team. There is an untapped opportunity to optimize team success and make a positive impact on client outcomes. 

Why is this client a risk, a missed opportunity or upgrade?  
Understand why services are on hold or canceled. 
Is the client planning to resume services or increase hours? 
What is our plan to continue services or increase utilization? 

What does your follow up look like:
Have we emailed, text and phoned clients and others? 
How can we optimize our referral partners or team (HCLs and others)? 

Review the client’s original intent:
Why did they commence services? 
What were the client and families original care goals? Have they been achieved?

Hospitalizations / Rehabilitation: 
If a client is in an in-patient setting, HCLs leverage opportunities for follow up. 

Optimize the offboarding process for clients not returning: 
If not resuming services, where can we still leverage TheKey and provide customer service?
What are the next steps for a successful offboard from TheKey?

Optimize the offboarding process for clients not returning: 
If not resuming services, where can we still leverage TheKey and provide customer service?
What are the next steps for a successful offboard from TheKey? 

Document all lead activity (correspondence, follow ups (emails, phone calls) , reason for ending services and chosen care solution) in Salesforce and Clear Care.

Tableau	Long-Term Clients at Risk
Includes all long-term clients who do not have future schedules beyond 30 days and are at risk of a pending discharge. Some of these may be planned and others unknown, but all clients on this list should be closely evaluated for service satisfaction and continuation opportunities.

Long-Term Clients On Hold 
Includes all long-term clients without any scheduled shifts past today (last paid shift may be in the past), but are not yet deactivated in Clearcare and are not on hold in Salesforce.
Long-Term Clients Off Service 
Includes all long-term clients without any scheduled shifts past today (last paid shift may be in the past), and are on hold in either Salesforce or Clearcare.
Clients Ended Service (Non-Mortality) 
Includes all long-term (more than one month of services) clients who ended service in the prior 14 days for reasons other than mortality.

Clients Ended Service - Mortality
Includes all long-term clients who ended service in the prior 14 days due to morality. Ensure that the team has proper condolence protocols in place, and has track of any memorial service arrangements or gifts necessary.

Team Opportunities and Optimizing Client Offboarding  

The goal of this report is to further understand or clarify reasons for at risk of and clients ending services and verification team’s client off boarding process. If a client does end services for any reason, we want to optimize their experience every step of the way. 
Review all clients:
Why did they end service? CSM to provide updates the team
Team identifies opportunities and successes to celebrate
Did we send a thank you or condolences note to the referrer, client or family?
Update the wider team including Billing Specialist 
Are there any outstanding invoices? 
Is the data up to date and accurate in Salesforce and Wellsky?


Document all lead activity (correspondence, follow ups (emails, phone calls), reason for ending services and chosen care solution) in Salesforce and Clear Care. 

Short-Term Intention Clients Ended Service
Includes all short-term (less than one month of service) clients who ended service in the prior 14 days.

The goal of reviewing this is to track the CSM’s progress with the onboarding of the client. 
Are there any foreseeable challenges in completing the caregiver introductions? Have we completed all caregiver introductions?
How have the clients / significant other reported their client experience? Are there any red flags or areas we need to be addressing proactively? 
Is the data up to date?

Support Teams & Resources	Support Teams & Resources

Regional Intake Manager Team	Christopher Reese, Director of Inside Sales Christopher.Reese@thekey.com 
Cristal Munoz, Inside Sales Manager
cmunoz@thekey.com

What is the best way to communicate with the SF Team around pipeline management data?	The facilitator owns the management of timely updates to the BI Team. If there is an issue or concern with Salesforce or the Analytics Portal working properly, submit a Ticket in our Ticketing system called Freshdesk in real time. 

For Salesforce questions, discrepancies or issues, please submit a Ticket in our Ticketing System called Freshdesk. 

Freshdesk Ticketing System recorded training

Link to submit a ticket: https://hca.freshdesk.com/support/tickets/new

Open LMS Tools / Resources	For training on the items listed below, please head to OpenLMS

Salesforce Training Video