Re: Tier 4 Clients Intake & Local Teams
- From
- Rachel Sims <rachel.sims@thekey.com>
- To
- "Mary O'Hagan" <mary.ohagan@thekey.com>
- CC
- Amanda Ominsky <amanda.ominsky@thekey.com>, Regionalintaketeam@thekey.com, Regional Directors <regionaldirectors@thekey.com>, GeneralManagers <GeneralManagers@thekey.com>, Bryan Carter <bryan.carter@thekey.com>, Matthew Albano <matthew.albano@thekey.com>, Cristal Munoz <cmunoz@thekey.com>, Audra Williams <audraw@thekey.com>, "Bridgett Scherer (Bee)" <bcarney@thekey.com>
- Date
- ue, 10 Feb 2026 11
- Folder
- INBOX
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Received thank you On Tue, Feb 10, 2026 at 11:23 AM Mary O'Hagan <mary.ohagan@thekey.com> wrote: > Received. This is very helpful. Thank you. > > Mary > > On Tue, Feb 10, 2026 at 10:55 AM Amanda Ominsky <amanda.ominsky@thekey.com> > wrote: > >> Hey Everyone - >> @Bryan Carter <bryan.carter@thekey.com> from Inside Sales, in >> collaboration with @Bridgett Scherer (Bee) <bcarney@thekey.com> and @Audra >> Williams <audraw@thekey.com> from Operations, has worked to streamline >> the Tier 4 qualifying process. Please review the talking points below along >> with the local team’s SOP. >> >> To improve communication consistency, clients requesting fewer than 30 >> hours of weekly care and fewer than 31 days of service will be classified >> as Tier 4. The field will only accept Tier 4 clients for SAP Referral >> Accounts. A $25 per hour premium fee will apply to all Tier 4 clients and >> must be approved by the local office prior to scheduling a phone assessment. >> >> For the LHA team, intake scripting will focus on encouraging clients to >> exceed the 30-hour threshold whenever possible, with the goal of converting >> to Tier 3 clients. The LHA team will use the following language during >> intake calls: >> *“Please be aware that there is an hourly upcharge for a schedule that is >> less than 31 days of care.” * >> The LHA team will only disclose the $25 per hour premium if the client >> specifically asks about pricing. Otherwise, the local office will manage >> that discussion if the client proceeds to an assessment. All Tier 4 clients >> will be scheduled for a phone assessment only. >> >> Please Review: >> Local Operations: SOP for Tier 4 Clients >> <https://docs.google.com/document/d/1rxGOLn1hjKMMjIKMMp_WyowlsQ91xLhHPg1C63v91bo/edit?usp=sharing> >> LHA Team: Qualifying and Scripting for Tier 4 Clients >> <https://docs.google.com/document/d/1eOnHb-eK6fsZ8TmDybDBGJWukzbaiev6VE_5sHqiPnI/edit?usp=sharing> >> >> Thank you, >> >> >> Amanda J. Ominsky >> >> Manager of Inside Sales | TheKey >> >> Mobile: 860-430-4586 >> >> [image: image.png] >> >