Re: Tier 4 Clients Intake & Local Teams

Recorded, thank you!

Blessings,
Melani Breach, LPN
General Manager
melani.breach@thekey.com
Mobile: (615) 879-4640
Office: (615) 656-4999
TheKey.com <https://thekey.com/>
<https://thekey.com>

On Tue, Feb 10, 2026 at 11:24 AM Rachel Sims <rachel.sims@thekey.com> wrote:

> 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]
>>>
>>