--000000000000ac8d77062f006422 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks Tim !! On Tue, Feb 25, 2025 at 2:27=E2=80=AFPM Timothy Thomas wrot= e: > Hey Chris, > > For the first one, if Aretha puts the assessment date into SF for Monday > that's what the CSM is going to book. Aretha should not be chatting > directly with Claudia or Malin, she should be doing through the chicago > intake chat so Diane can escalate as needed. > > The second one was confirmed via email and it did drag on as Nancy was in > the field. We take responsibility for this. > > In the future, this should also be communicated via chat (using the > chicago intake group). Also if she's not hearing back in a timely manner > Aretha should field comfortable hounding us (like James Ferlin). > > Let me know what you think. If there's a best practice on RIM to field > communications in chat / email, we're open to suggestions. > > > > > > On Tue, Feb 25, 2025 at 12:24=E2=80=AFPM Timothy Thomas w= rote: > >> Will do. I'll follow up later today. >> >> On Tue, Feb 25, 2025 at 12:02=E2=80=AFPM Christopher Reese > christopher.reese@thekey.com> wrote: >> >>> Here is the link to the second one. >>> >>> Chris >>> >>> >>> ---------- Forwarded message --------- >>> From: Aretha Ilion >>> Date: Tue, Feb 25, 2025 at 6:59=E2=80=AFAM >>> Subject: Re: Update on two tier one SOCs >>> To: Cristal Munoz >>> Cc: Christopher Reese >>> >>> >>> This is the link to the second assessment that was scheduled for Grand >>> Rapids. >>> >>> >>> https://homecareassistance.lightning.force.com/lightning/r/006UH00000Kt= aFSYAZ/view >>> >>> Regional Intake Manager >>> Wisconsin, Illinois, Michigan, St Louis, Kansas City, and Columbus >>> aretha.ilion@thekey.com >>> Direct line - 414-208-5430 >>> 8x8 - 414-207-6848 >>> >>> >>> On Tue, Feb 25, 2025 at 8:56=E2=80=AFAM Aretha Ilion >>> wrote: >>> >>>> Good morning, >>>> >>>> I just wanted to keep you updated on two tier one assessments that I >>>> scheduled and I believe would have started if the team would have been= on >>>> top of things. On Friday I submitted a SOC for Chicago, daily, 8am - = 8pm, >>>> SOC this Friday. I let them know via chat that this family was visitin= g >>>> with other companies and it would be best if they could get out Friday= . The >>>> assessment was scheduled for Monday and the POC called yesterday and >>>> cancelled the assessment stating that she visited with another company= and >>>> has decided to move forward with them. >>>> >>>> >>>> https://homecareassistance.lightning.force.com/lightning/r/006UH00000K= n6QYYAZ/view >>>> >>>> The second Tier one came through yesterday and I have been working wit= h >>>> this family since January. They were looking for 24/7 to begin ASAP. T= his >>>> client is in Grand Rapids where only Virtual assessments are completed= . I >>>> sent the SOC email out and didn't get a response until three hours lat= er. I >>>> checked my messages today and it states that