Fwd: October Update on Performance Towards Starts & Satisfaction
- From
- Angie Markwell <angie.markwell@thekey.com>
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- "Northeast/Canada Regional Operation Directors" <northeastcanada-regional-operation-directors@thekey.com>, Judy Gerald <judy.gerald@thekey.com>, Marybeth Waldner <marybeth.waldner@thekey.com>, Dawn Kellerman <dkellerman@thekey.com>
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- hu, 6 Oct 2022 21:
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Team we have this! On your way - awesome job! From: Chen Xie <chen@thekey.com> Date: Thu, Oct 6, 2022 at 4:00 PM Subject: October Update on Performance Towards Starts & Satisfaction To: Pete DaCosta <peter.dacosta@thekey.com>, KJ Babatid <kbabatid@thekey.com>, Claudia Hernandez <chernandez@homecareassistance.com>, Christin Silveira < csilveira@thekey.com>, Triff Cook <triff@homecareassistance.com>, Timothy Thompson-Cook <timothy.thompsoncook@thekey.com>, Araceli Gutierrez < araceli.gutierrez@thekey.com>, Melissa Reyes <melissa.reyes@thekey.com>, Alicia Broussard <abroussard@homecareassistance.com>, Coddye Ring-Noonan < coddye.ringnoonan@thekey.com>, Renee Anter <renee.anter@thekey.com>, Jennifer Piper <jennifer.piper@thekey.com>, Jennifer Muskat < jmuskat@homecareassistance.com>, Ali Puckett <apuckett@thekey.com>, James Patchett <jpatchett@thekey.com>, James Buscemi <jbuscemi@thekey.com>, Angie Markwell <angie.markwell@thekey.com>, Beth Ann Rosario < bethann.rosario@thekey.com>, Kim Kranwinkel <kimberly.kranwinkel@thekey.com>, Kimberly Guerci <kguerci@thekey.com>, Cathy Goffredo < catherine.goffredo@thekey.com>, Carol Miller <carol.miller@thekey.com>, Jay Skypeck <jason.skypeck@thekey.com>, Timothy Thomas <tt@thekey.com> Cc: Executive Team <exec@homecareassistance.com>, Kirk Hayes < khayes@thekey.com>, Ashley Mirone <amirone@thekey.com>, Dana Pampena < dana.pampena@thekey.com>, Mitch Belitz <mitch.belitz@thekey.com> Hi Everyone, As we head into the Q4 Stretch Run, it's a good opportunity to track into a few of our key performance indicators we emphasized last month --- Client Starts & Client Satisfaction with the Office. First on Starts --- note this is not inclusive of all areas of our company, only the components of which we had accurate tracking for via ClearCare (so excluding MavenCare, C&H, ValueCare, etc.) and goals (so excluding Nebraska, etc.). In September, we saw 1,024 starts within this group. While we don't have an official roll-up goal for September, we do have one for October, set at 1,203 starts. So we ended up achieving ~85% of our overall start goal. We saw a number of regions, led by Canada and Sacramento and also, excitingly, including the large regions of NJPA and Texas, achieve starts above their October Goal, already in September. We also saw quite a few areas that came very close, with the Bay Area at exactly 85% performing at about the company average. We also saw a number of regions that have some hill to climb on starts, the most extreme of which in SW Florida lost their last week of business opportunity to the hurricane. However, it is encouraging to see so many regions close to or above goal, especially with much of our salesforce still in their infancy with TheKey, and likely more lead and client opportunities to come in the winter months. Division Region September - Actual October Goal November Goal December Goal Sept/Oct Diff. % Northeast Canada 106 85 91 97 125% Northwest Sacramento 30 25 26 28 122% Southwest Millenia 6 5 6 6 114% Northeast Connecticut 17 102 (15) 110 117 113% Northeast New Jersey and Pennsylvania 79 73 78 83 109% Southwest Texas 81 78 83 89 104% Northwest Columbus 9 9 9 10 100% Northeast DC Metro 65 66 70 75 99% Southwest California Skilled Care 30 31 33 35 98% Northwest Central States 20 22 23 25 91% Northeast Illinois 25 28 30 32 89% Northwest Pacific Northwest 66 75 81 86 88% Northwest Bay Area 163 192 205 219 85% Southeast NC and SVA 49 61 66 70 80% Southwest 123 Home Care 19 25 26 28 78% Southwest Mountain 25 33 36 38 75% Southeast Southeast Florida 44 63 68 72 70% Southeast Southern States 36 52 55 59 70% Partnership Business Ohio and Indiana 18 26 28 30 69% Southwest Greater San Diego 44 65 69 74 68% Northeast New York 15 38 (24) 44 50 63% Northeast New England 4 7 8 8 57% Northeast Great Lakes 21 39 42 45 53% Southwest Greater LA 30 58 62 66 52% Southeast Southwest Florida 22 48 52 55 46% Separately, on client satisfaction, thanks to the team for creating dashboards for all our leaders to track their individual Office Team Ratings in Q4. We did see a net average of 37 in September (below)... [image: Screen Shot 2022-10-06 at 3.44.45 PM.png] ...which is a solid improvement over our 32 average across the last three months (below) [image: Screen Shot 2022-10-06 at 3.51.56 PM.png] The best way to read into this is that we are making steady improvements in the ratings for the Office Team (AND BILLING!) based on our client feedback. This is happening while the caregiver score is staying consistent (57, 56) and good. What that means is that likely not much has changed with our clients, but they are in fact liking the service from our office staff and billing more, as evidenced by the static caregiver score. Good improvements to our net goal of 50. Good luck to all driving starts and service in Q4. Best, Chen *Chen Xie*CSO | *TheKey*650-208-2390 [image: TheKey] <https://homecareassistance.com/> You received this message because you are subscribed to the Google Groups "Northeast/Canada Regional Operation Directors" group. To unsubscribe from this group and stop receiving emails from it, send an email to northeastcanada-regional-operation-directors+unsubscribe@thekey.com. To view this discussion on the web visit https://groups.google.com/a/thekey.com/d/msgid/northeastcanada-regional-operation-directors/CADY4-OarCx0Fq3_GKAuDoxOPs2wsbUhHw18dyMfFEFb3o4McOg%40mail.gmail.com. For more options, visit https://groups.google.com/a/thekey.com/d/optout.