Hi All!
Here was the SOP that was created. If we could get these to come out
monthly instead of quarterly that would also be helpful.
https://docs.google.com/document/d/1tpT3Vn3uaH9edvi12F3xRVnesBryzTUBfFrMdzxRgfs/edit?usp=sharing
Best,
On Wed, Feb 18, 2026 at 7:46 AM Kimberly Guerci <kguerci@thekey.com> wrote:
> Morning! As I remember, the process was as follows:
>
> - Each location received a spreadsheet of deactivated clients for a
> specified date range
> - Local teams reviewed for clients who expired or left for an incident
> not recoverable(i.e, theft)
> - CSMs were assigned a list to call
> - All call attempts(I believe at least 3) and dispostion were
> documented in the spreadsheet.
> - Winbacks were either tagged or tracked as we were using this as a
> SPIFF also at one point
>
> Anyone who remembers differently, please correct me.
>
> On Wed, Feb 18, 2026 at 9:13 AM Chris Gerard <chris.gerard@thekey.com>
> wrote:
>
>> Renee and RDs-
>>
>> During our growth calls, the teams did really good work staying on-top of
>> our winback outreach. I know we had a list emailed to the sites with names
>> to reach out to based on certain criteria. Last year, we generated over
>> $3.5 million in winbacks.
>>
>> I'm concerned this isn't happening consistently and with the same focus
>> as it was during the growth calls. We need to get back to a formal process
>> that we can monitor the compliance and results from.
>>
>> I got some feedback from some RDs on some flaws with either the list
>> creation or the frequency of the email lists.
>>
>> Can we start by getting grounded in a couple of ways?
>>
>> -What was the process for the email list to be distributed (how did we
>> choose the names, what was the frequency, etc...)
>>
>> -What was the process for the field to act on the list? (did they call,
>> how many times, how did we track, etc...).
>>
>> -What was the process of documenting the outreach?
>>
>> -What was the process of capturing the SOCs as winbacks?
>>
>> We need to get that back to a formal process that we are following every
>> day. It's best practice and it's growth.
>>
>> Thanks
>>
>> --
>> Kind Regards,
>>
>>
>> *Chris Gerard*
>> CEO | *TheKey*
>> Mobile: 817-313-7913
>> [image: TheKey] <https://homecareassistance.com/>
>>
>
--
Audra Williams
National Director, Quality and Care Innovation
audraw@thekey.com
Mobile: (425) 757-7027
https://thekey.com
<https://thekey.com>