GREATER SAN DIEGO SHINING BRIGHT!
SATISFACTION WIN BACK CAMPAIGN 7 DAYS TO GO!!
The Greater San Diego team is seeing sunny skies on The Satisfaction Win
Back Campaign, driving value with client engagement and purpose-driven
partnership. On Day 33 TheKey celebrates Regional Client Success Manager
Jessica Pascasio and her team for embracing client satisfaction with their
“Stronger Together” approach focusing on listening, good communication, and
resiliency.
With a phenomenal 118% visits scheduled, and a week to go in the campaign,
this team of champions focused on exceeding campaign goals with heart and
gusto. Jessica and team targeted 240 high value clients with a total
Lifetime Value of $62,844,360.50.
Secret to their success is the collaborative spirit of “Getting it Right”
and making sure that every client receives coordinated, quality care
management.
CONGRATULATIONS
GREATER SAN DIEGO!!
In addition to providing exceptional service, the Greater San Diego team
has achieved 97% satisfaction of their elephant and turtle clients –
OUTSTANDING!
THE TEAM THAT MADE IT HAPPEN: Regional Client Success Manager Jessica
Pascasio and her Success team: Barry Howland, Tera McDuffie, Jaelon Nunez,
Janetta Rhoades, Janelle Schuppner, Yara Tiznado, Michelle Wile, Alisha
Wise, Florita Zita, and the entire Greater San Diego team.
Some of The Greater San Diego campaign highlights include:
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The highest revenue-producing client for Greater San Diego is Laureen
Miller, 77, with over $2.9 Million in Lifetime Value. Laureen came to
TheKey in 2017, and her Caregivers have been with her for 4+ years. She now
has two Caregivers around the clock for 48 hours per day, 7 days/week.
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The client with the longest service in Greater San Diego is Anne Baron,
87. She has been with TheKey since 2011. Anne started care at 5 hours, 3
times per week and has steadily increased service. Anne is currently an
elephant, receiving daily full time care.
Orange County’s Client Success Managers: Tera McDuffie, Janelle
Schuppner, and Florita Zita, LVN
AREAS OF OPPORTUNITY: Pivotal to Greater San Diego's achievements during
the campaign, Success Managers set out to redefine individualized care and
discover new opportunities to add value beyond clients’ initial, perceived
needs. Each client's case was reviewed prior to their visit to develop
individualized questions and pinpoint areas of assessment, enabling the
team to connect on a deeper level. Clients experienced increased trust,
providing peace of mind for them and their families.
The team prioritized:
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A refreshed, foundational approach and always being ready to LISTEN
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Prior to visits, developing pre-planning reviews of Caregiver
performance and care goals as imperative in demonstrating a
solutions-focused approach
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Collaboration and ensuring ClearCare Care Plans were updated for all key
stakeholders from Staffing Managers to Caregiver Support Specialists and
Caregivers
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Dedication to a swift, expedited Plan of Corrections and working closely
with various teams and departments through final resolution with continued
follow up.
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Utilization of the Medallia Client Schedule of Surveys to schedule
satisfaction visits, supporting their strongest NPS score in March!
Palm Desert Client Success Manager, Janetta Rhoades
CRITICAL TO SUCCESS #1: The team embodies the Regional motto: "Stronger
Together” and leans in to support one another, share wins, and rally
through challenges. When this magic happens, a "Can Do" attitude carries
into clients’ homes, bringing satisfaction and success.
CRITICAL TO SUCCESS #2: Alongside our Client Success Managers, Caregiver
Support Specialists also embarked on a Caregiver Win Back Campaign! The
focus on both Client AND Caregiver Satisfaction was pivotal to inspiring
and motivating the team to achieve successful outcomes. Many clients were
delighted to see their Caregiver receive support and recognition, and
Caregivers greatly appreciated the partnership.
La Jolla’s Client Success Managers: Barry Howland, Michelle Wile, Yara
Tiznado, Jaelon Nunez and Regional Client Success Manager Jessica Pascasio
TECHNIQUE FOR WINNING BACK DISSATISFIED CLIENTS: First, the GSD (Get ****
Done) team listened and empathized. As the team learned of dissatisfied
clients, the Regional leader was informed and personally contacted the
client to address the concern and share a corrective plan. This approach
also provided another outlet for the client to share feedback. The team
relied on providing swift responses, setting checkpoints and long and short
term goals with clients.
HELPFUL HINT: As Client Success Manager Michelle Wile continues to work
through some of her clients’ challenging behaviors and personalities, she
reminds herself to “Consider the Person.” By understanding their journey,
previous line of work, and the limitations of advanced age and disease,
Michelle finds it powerful to humanize her clients to better understand,
connect, and manage her clients’ needs.
Riverside’s Client Success Manager, Alisha Wise, LVN
TheKey applauds the Greater San Diego team and all Client Success teams in
the U.S. and Canada for embracing the Win Back spirit and achieving new
levels of client engagement.
THAT’S THE WIN BACK WAY!
THE NUMBERS: WEEK 5, DAY 33 OF THE CAMPAIGN! 7 DAYS TO
GO!
Regional teams have now met and exceeded their combined goal of scheduling
3441 client visits and logged an incredible 3925 client visits, with an
astounding 111% visits complete – well above and beyond campaign goals Of
these, 94% report they are happy with TheKey’s services. A remaining
6% identified
an issue of concern, which teams are diligently working to rectify using
the “fast track issue escalation” model.
The Satisfaction Win Back Campaign runs from March 13th - April 21st. For
questions, please contact Tiffany Silton at tsilton@thekey.com or Audra
Williams at audraw@thekey.com.
Our campaign kick off communication is linked here
<https://docs.google.com/document/d/1UfQ_kzq3SJJ5E04Tn9_CrjIFtSMQFT-pT2wmCWgGZDU/edit>
for your reference.
Thank you!
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Best Regards,
Julia Natasha Watthey, MBA
Director, Corporate Communications
TheKey
www.thekey.com
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