--0000000000004c96f105ec238612 Content-Type: text/plain; charset="UTF-8" Can we discuss this next week? I would really like to understand the volume issue here and if we truly feel we are losing clients at this point. On Fri, Oct 28, 2022 at 4:14 PM Matthew Neal wrote: > Very much agree with the order of who runs point on assessments. I do > think we should allow for assessments prior to signed agreements, but still > request them prior if the client is willing to sign prior to in-person. If > you are concerned with time on assessments without signed documents, do you > want all of those to go directly to HCLs? > > On Fri, Oct 28, 2022 at 12:15 PM Timothy Thomas wrote: > >> That's fine. My recommendation would be that where an in person >> assessment is required, Client Success be first in line, followed by HCL's. >> HCL's should undergo training with our Client Success team prior to rolling >> this out. We know how detailed assessments can be, especially in complex >> care situations. >> >> Regarding your initial concern around consent agreements being signed >> before an assessment, are you ok with our current process? My understanding >> is that is best practice under TheKey standard. >> >> >> On Fri, Oct 28, 2022 at 12:56 PM Matthew Neal wrote: >> >>> I'd agree with Matt that we can have the HCLs do assessments where you >>> don't have ops capacity to do in person - starting with clearly in Ontario >>> and Winnipeg. It's also what we do in other parts of the US with wider >>> geographic coverage as well as in the Bay Area. The Care Solutions still >>> get bonuses as of 11/1 if the client starts w/o them playing any part in >>> the assessment, so I don't think they should have a reason to push back. >>> Thoughts? >>> >>> On Fri, Oct 28, 2022 at 8:00 AM Matt Vijayan >>> wrote: >>> >>>> Thank you,Tim. >>>> >>>> *For referral based opportunities in Ontario*, my recommendation is to >>>> have an assessment conducted prior to the client consent agreement signing >>>> stage; for simplicity, respective HCLs can be involved in this process >>>> until the consent is obtained. This is based on the high competitive >>>> pressure and home care agencies saturation in GTHA and Waterloo markets. >>>> >>>> Best regards, >>>> >>>> Matt >>>> >>>> Matt Vijayan, B.Sc., MBA, CCPE >>>> Director of Sales, Canada >>>> *Please note my email has changed:* >>>> mvijayan@TheKey.com >>>> >>>> TheKey.com >>>> [image: TheKey] >>>> >>>> >>>> On Fri, Oct 28, 2022 at 10:46 AM Timothy Thomas wrote: >>>> >>>>> The care solutions manager is off today so I will need to speak to her >>>>> on Monday. Unfortunately the intake calls were not recorded. I've pulled >>>>> some notes on those accounts below since the inception of TheKey standard >>>>> implementation. >>>>> >>>>> I'm not opposed to defining a unique process for certain referral >>>>> sites whereby we send out a care solutions / client success manager by >>>>> default for an imperson assessment. Keep in mind this new SOC pr