--0000000000007adb1105f93c7c51 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable GREAT LAKES TEAM BRINGING SUCCESS TO NEW HEIGHTS! SATISFACTION WIN BACK CAMPAIGN 8 DAYS TO GO!! TheKey is praising The Great Lakes team for championing collaboration and inspiring organizational agility. On Day 32 of the Satisfaction Win Back Campaign, Regional Client Solutions and Success Team Manager Danielle James shares some of the secrets to the team=E2=80=99s success and the importance= of =E2=80=9Cpersonalizing=E2=80=9D the care journey for every client, every da= y. The Great Lakes team crushed campaign goals and holds the record for the highest percentage of visits scheduled at 138%, with 156 clients and a total Lifetime Value of $27,865,405. CONGRATULATIONS GREAT LAKES!! High praise and kudos go to Regional Client Solutions and Success Team Manager Danielle James and her Success team: RN Client Success Manager Ophelia Kpewoan, Client Success Managers: Nancy Hopkins, Amy Joiner, Brecca Quigley, Emily Sun, and the entire Great Lakes team for elevating client experiences and demonstrating creative and innovative approaches to drive success. Some of The Great Lakes campaign highlights include: - The highest revenue-producing client for The Great Lakes is Kathryn Toohill, 86, with over $1.3 million in Lifetime Value. Kathryn came to TheKey in 2018, and her Caregivers have been with her for five years. Sh= e now has 24/7 care. - The client with the longest service in The Great Lakes is Molly Lazar, 89, from Chicago, Illinois. She has been with TheKey since 2014. Molly started care at 8 hours per day and has steadily increased service. Moll= y is currently a 24/7 client. AREAS OF OPPORTUNITY: Pivotal to The Great Lakes's achievements during the campaign, Success Managers partnered to refresh and embrace a =E2=80=9CBack= to Basics=E2=80=9D approach. The team prioritized: - Ensuring all Clear Care information is up to date and accurate, facilitating an ease of collaboration with all departments - Reassessing care management goals after observing client needs changing during home safety visits - Immediately addressing client concerns captured via Medallia scores - Partnering with all departments and teams from Care to Billing to guarantee positive and successful client experiences - Scheduling follow-up visits and a regular cadence of client care management CRITICAL TO SUCCESS #1: The Great Lakes team is masterful in managing a large geographical area with a personal touch. A client in Minnesota might receive assistance from a team member in another state, not realizing that the support is not from their local office. The Great Lakes team recognizes that collaboration equals success! CRITICAL TO SUCCESS #2: The team embraces their 1:1 meetings and group calls to discuss client concerns and problem solve for solutions. Their motto is =E2=80=9CWe Got This!=E2=80=9D (which they champion with passion a= nd dedication in always seeking good outcomes). TECHNIQUE FOR WINNING BACK DISSATISFIED CLIENTS: The team relies on the most recent Medallia surveys to address and monitor client concerns. Outstanding or pending issues that are not fully resolved are flagged by a Client Success Manager to discuss with the Regional Client Success Manager for resolution and extending client satisfaction. By addressing and escalating issues quickly in a systematic best practice approach, client satisfaction remains top of mind, in focus, and a prime motivator for success. HELPFUL HINT #1: Regional Client Solutions and Success Team Manager Daniell= e James shares that she is always available to help and support the team. Individual meetings and team calls begin with her asking: =E2=80=9CWhat are= you working on and what can I help you with?=E2=80=9D Every call concludes with= : =E2=80=9CHow else can I help?=E2=80=9D Danielle=E2=80=99s door is always open, in person= or virtually. She is a shining star with a laser focus on elevating her team, finding solutions, and exceeding client expectations. The Great Lakes team is People First on principle, and the Client Success Managers are their KEY advantage. The team includes: Ophelia Kpewoan: RN Client Success Manager, a solo team member in Minnesota and always available to creatively and innovatively support other markets as the state=E2=80=99s portfolio grows. Emily Sun: Client Success Manager, a champion for clients, skilled in keeping tabs on the global picture, involving all teams and communicating at the highest level. Amy Joiner: Client Success Manager who moved from a warm climate to Chicago in the middle of winter to successfully expand her portfolio of clients in a growing market. Nancy Hopkins: Client Success Manager, providing innovative and creative personalized care management for every client with a genuine heart of grace and servitude. Brecca Quigley: Client Success Manager who jumps in feet first, and whatever you need, her first question is: =E2=80=9CWhat