--000000000000b520cb05ec1de658 Content-Type: text/plain; charset="UTF-8" Very much agree with the order of who runs point on assessments. I do think we should allow for assessments prior to signed agreements, but still request them prior if the client is willing to sign prior to in-person. If you are concerned with time on assessments without signed documents, do you want all of those to go directly to HCLs? On Fri, Oct 28, 2022 at 12:15 PM Timothy Thomas wrote: > That's fine. My recommendation would be that where an in person assessment > is required, Client Success be first in line, followed by HCL's. HCL's > should undergo training with our Client Success team prior to rolling this > out. We know how detailed assessments can be, especially in complex care > situations. > > Regarding your initial concern around consent agreements being signed > before an assessment, are you ok with our current process? My understanding > is that is best practice under TheKey standard. > > > On Fri, Oct 28, 2022 at 12:56 PM Matthew Neal wrote: > >> I'd agree with Matt that we can have the HCLs do assessments where you >> don't have ops capacity to do in person - starting with clearly in Ontario >> and Winnipeg. It's also what we do in other parts of the US with wider >> geographic coverage as well as in the Bay Area. The Care Solutions still >> get bonuses as of 11/1 if the client starts w/o them playing any part in >> the assessment, so I don't think they should have a reason to push back. >> Thoughts? >> >> On Fri, Oct 28, 2022 at 8:00 AM Matt Vijayan wrote: >> >>> Thank you,Tim. >>> >>> *For referral based opportunities in Ontario*, my recommendation is to >>> have an assessment conducted prior to the client consent agreement signing >>> stage; for simplicity, respective HCLs can be involved in this process >>> until the consent is obtained. This is based on the high competitive >>> pressure and home care agencies saturation in GTHA and Waterloo markets. >>> >>> Best regards, >>> >>> Matt >>> >>> Matt Vijayan, B.Sc., MBA, CCPE >>> Director of Sales, Canada >>> *Please note my email has changed:* >>> mvijayan@TheKey.com >>> >>> TheKey.com >>> [image: TheKey] >>> >>> >>> On Fri, Oct 28, 2022 at 10:46 AM Timothy Thomas wrote: >>> >>>> The care solutions manager is off today so I will need to speak to her >>>> on Monday. Unfortunately the intake calls were not recorded. I've pulled >>>> some notes on those accounts below since the inception of TheKey standard >>>> implementation. >>>> >>>> I'm not opposed to defining a unique process for certain referral sites >>>> whereby we send out a care solutions / client success manager by default >>>> for an imperson assessment. Keep in mind this new SOC process was created >>>> for scale. If a client is resistant to signing and requests a visit we are >>>> sending out a team member. >>>> >>>> >>>> >>>> 1. The Kensington (As of September 2022) - 3 SOCs and 2 losses >>>> 2. The Kensington (As of October 2022) - 1 opportunit