--00000000000087c74d0606d77607 Content-Type: text/plain; charset="UTF-8" We have a handful that we have already made these offers to so I will have the teams get the spreadsheets started and tagged once we have them. Do you want us to add the outcome so we can track if it is working or not? Also, if we are waiving the RN fee to keep someone, do we add those as well? On Tue, Oct 3, 2023, 5:35 PM Chen Xie wrote: > All, see the detailed program notes below. > > > Purpose: > To identify areas of opportunities to prevent long-term Tier 1/Elephant > clients from discharging with TheKey using available economic > incentives/inducements. > > Mechanism: > Regional Directors and a select Regional Manager in participating regions > will be authorized to provide special inducements to clients who have > communicated a desire to leave service, an expected plan to leave service > in the future, or who are known to have left service for a non-mortality > reason. > > The mechanism can only be used on clients who have been on service with > TheKey for at least one month, though ideally we want to be more selective > towards those who have been on service at least three months. > > Inducements can include price reductions on the hourly rate, avoidance of > a future rate increase, the assignment of a favored caregiver for > non-billed OT, or other economic benefits to the client. Provided that > the caregiver margin remains 38% or greater (10% below our current average > of 48%), we should seek to retain the client. > > Expected Outcome / Rationale > If we can target our clients effectively who have already established > themselves in the top 3 deciles of our Client Lifetime Value, incremental > margin generated by these clients (who might otherwise leave for a cost > efficient alternative) should be accretive to the net topline revenue and > net dollar EBITDA of our business. Because we have to be very selective and > only target situations in which the client would otherwise be lost, > authority will be delegated only to our most senior client professionals > in the field. > > Tracking / Authorization > No special incentives to track but only the RD and RM Client Success will > be authorized to approve the client concessions. > > Tiffany and Audra will ensure a ClearCare Tag is created to note impacted > clients. > > Clients with an approved concession should be tracked in a spreadsheet to > be circulated by Audra and Tiffany. The following columns are required: > - Client Name > - Start of Care Date > - Weekly Hours Billing > - Reason for Client's Intended Departure > - Date of Concession > - Amount of Concession > - Expected Caregiver Margin After Concession > - Realized Caregiver Margin After Concession (Tiffany/Audra this is to be > left blank and I will return to validate this) > - Client Still on Service (Yes/No) > - Detailed Notes on Client Negotiation and Nature of Concession > > Because these clients still affect your bottom line, you are encouraged to >