--000000000000706f9b061914ed2e Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Dear Teams, In our continued effort to streamline the client experience, we are excited to announce new support enhancements for our intake teams. The Call Center has trained a specialized intake team who are ready to provide greater support to our field teams. This initiative allows our field intake experts to focus on high-priority business while receiving valuable assistance from our Call Center team members. Here are the key details: When: Tomorrow 5/23 What: The Call Center=E2=80=99s Specialized Intake Team will: - Convert qualified leads into opportunities. - Capture a desired 4 hour window time for assessments. - Pass all Tier 1 leads and fast starts to the field intake teams. The Process: 1. The Call Center Intake team will triage intake calls based on the following qualifying metrics: 1. Serviceable territory 2. Interest in homecare services 3. Agreeable with starting hourly rate (all LTC will be automatically qualified) 2. If qualified, the call center will convert the lead to an opportunity and attempt to schedule a four-hour assessment window. 3. The Call Center will update the assessment page in Salesforce with the office lead and send an Assessment email to the office Intake handle for the field teams to manage. 4. Field team members should update the =E2=80=9CAssessment Completed by=E2= =80=9D field as well as confirm the date and time of assessment with POC. Be sure that t= he opportunity owner is updated accordingly. 5. If at any time the agent is unable to capture an assessment window or feels that they need to send it to the local team, they will send it through for the Field intake specialists to navigate. Important Reminder: Field Intake Team Members will need to request intake ownership if supporting opportunities sent over from the Call Center Agents. Communication: Whenever agents convert leads to opportunities, an email will be sent from the call center indicating the opportunity creation and the desired assessment window. Email Template: - West Division: TENTATIVE ASSESSMENT - DAY, DATE, TIME FRAME - CLIENT NAM= E - East Division: TENTATIVE INTAKE ASSESSMENT - DAY, DATE, TIME FRAME - CLIENT NAME Example: TENTATIVE ASSESSMENT - FRIDAY, 5/24/24, 10AM-2PM - JULIA JENKINS NEXT STEPS: Example: Please call Sarah within 2 hours to confirm an assessment for this Friday 5/24 between 10am-2pm. CLIENT NAME: CALLER NAME: CALLER PHONE NUMBER: REFERRAL SOURCE: SF LINK: REQUESTED ASSESSMENT DATE/TIME FRAME: Example: Friday between 10am-2pm ASSESSMENT TYPE: Example: In Person ASSESSMENT ADDRESS: HOME ADDRESS: CLIENT SUMMARY AND CARE NEEDS: RATE QUOTED: HOURLY MINIMUMS QUOTED: DESIRED SCHEDULE: DURATION OF CARE: ANIMAL KINGDOM: PREFERRED START DATE: KEYS TO SUCCESS: We will continue to enhance these support features and look forward to feedback and collaboration between our Field and Call Center teams. Tiffany Silton Direc