--0000000000002ebc200629799e83 Content-Type: multipart/alternative; boundary="0000000000002ebc1f0629799e82" --0000000000002ebc1f0629799e82 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi, I had my pipeline this morning and noticed long periods between follow-ups or no follow-up tasks entered for the RIM. How does the RIM know when they should be following up? What is the expectation on this and who is monitoring this when they are an open lead or under assessment pending? Another question came up when a client called the intake manager to cancel an assessment and said the family would be providing care. Does that go back to the intake manager, does the CSM then follow up or does it get closed out? Thank you Danielle James LPN *Milwaukee General Manager * *Please note my email has changed:* danielle.james@thekey.com (414) 309-4827 (414) 219-0300 TheKey.com [image: TheKey] *Have positive feedback? We'd love to share that with the community: * https://search.google.com/local/writereview?placeid=3DChIJkbvX_ggg3YARmZmeZ= B1UILA On Tue, Dec 17, 2024 at 10:12=E2=80=AFAM Cristal Munoz = wrote: > That would be great! Thanks so much, Tim. > > > Sincerely, > > Cristal Munoz > > *Inside Sales Manager* > > Please note my email has changed: > > cmunoz@thekey.com > > TheKey.com > [image: image.png] > > > > On Tue, Dec 17, 2024 at 11:07=E2=80=AFAM Timothy Thomas w= rote: > >> Good morning, >> >> Over the past month, our Client Success Managers (CSMs) have raised >> concerns that they have been sent to assessments by our Intake team that >> were not truly ready for a formal care plan assessment. In many cases, >> these sessions have been more informational rather than an actual >> assessment, which is impacting our conversion rates. >> >> Moving forward, if you notice any similar situations, please report them >> to Cristal (cc=E2=80=99d) so she can review the case and determine if ad= ditional >> feedback or training is needed. >> >> Thank you. >> >> -- >> >> *Tim Thomas* >> Head of Midwest & Canada Divisions | *TheKey* >> Mobile: 514.591.9387 >> [image: TheKey] >> > > > -- > > Sincerely, > > Cristal Munoz > > *Inside Sales Manager* > > Please note my email has changed: > > cmunoz@thekey.com > > TheKey.com > > > --0000000000002ebc1f0629799e82 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi, I had my pipeline=C2=A0this morning=C2= =A0and noticed long periods between follow-ups or no follow-up tasks entere= d for the RIM. How does the RIM know when they should be following up? What= is the expectation on this and who is=C2=A0monitoring this when they are a= n open lead or under assessment pending?=C2=A0 Another=C2=A0quest= ion came up when a client=C2=A0called the intake manager to cancel=C2=A0an = assessment and said the family would be providing=C2=A0care. Does that go b= ack to the intake manager, does the CSM then follow up or does it get close= d=C2=A0out?=C2=A0 Thank you=C2=A0 D