Intake, Consults, SOC Handoff

Purpose: 

To ensure excellent client experience by way of good communication, information handoff, data entry, and efficient process from start to finish.

Regulation: N/A 
Policy: N/A

Measurement:

  1. <5% of client grievances are related to the initiation of services process

Process:

  1. Intake personnel receives notification an individual is interested in Recover Care services
    1. If email notification is received, intake personnel must respond within 30 minutes of receipt
    2. If phone message is left, intake personnel must respond within 15 minutes of receipt
  2. Intake personnel enters New Lead in Clearcare and ensure status of New Lead is checked and date is accurate.
    1. If there is no response when returning communication from a Lead, intake personnel must enter follow up tasks to ensure the caller continues to be followed up with
  3. Intake personnel completes referral 
  4. If the referral results in an NTUC, intake personnel updates ClearCare with pertinent NTUC details including status of "Closed-Lost"
  5.  If referral converts from a lead to a consult , intake personnel will:
    1. Document activity in ClearCare with tag of "Consult". (Consult can be used multiple times for each update received)
    2. Must include:
      • Client Name (Should be in the Related To: and Outlook Calendar Subject)
      • Contact for scheduling (if other than client)
      • Date and time of consult
      • Address of Consult
      • Name of Recover Care personnel completing consult
      • Date and time of anticipated SOC  (if discovered upon intake)
      • Brief details of what services client is requesting / interested in
      • Essential/Non-essential status if known
      • Vaccination status
      • Summary of  discussion of cost of services and security deposit
    3. Intake personnel sends calendar invite to personnel conducting consultation with the below information.
      (NOTE - This may frequently be the same person as Step 1)
      1. Subject Line: "CLIENT CONSULT: Client Name"
      2. Location: Client address/address of consultation
      3. Body of the Invite must Include
        1. Client Name (Should appear in subject line)
        2. Contact for scheduling (if other than client)
        3. Date and time of consult
        4. Address of Consult
        5. Name of Recover Care personnel completing consult
        6. Who will be at the consult, with request that responsible party/payer be present
        7. Date and time of anticipated SOC date (if discovered upon intake)
        8. Brief details of what services client is requesting / interested in
        9. Any additional details pertinent to the case specifically
        10. Essential/Non-essential status if known
    4. Intake Personnel Updates ClearCare with the following information:
      • Caller Name
      • Client Name
      • Referral Account
      • Consult Date
      • Phone Number
      • Email Address
      • Client Story (Consult Activity)
      • Any discussed Qualifications
      • Client Address
      • Essential/Non-essential status if known
      • Any follow up tasks
  6. Director, Sales & Marketing (or other designee) completes consultation
  7. If the consult results in an NTUC, personnel that completed the Consult updates ClearCare with pertinent NTUC details and responds to initial Consult email indicating it is an NTUC
  8. If the consult results in a SOC, consult personnel:
    • Updates ClearCare with any additional information as a result of the consultation and updates status to Assessment Scheduled with proper date:
    • Activity note must include:
      • Brief details of consult
      • SOC Date
      • SOC clinician
      • SOC location
      • Client Address (including zip code)
      • Confirm responsible party for payment and attendance for SOC assessment
      • Confirm discussion of security deposit required at time of Assessment
      • Attach any paperwork (H&P, medication list, LTCI policy, etc.)
      • Validate vaccinated caregiver requirements
      • Essential/Non-essential status if known & any details
    • Consult personnel sends calendar invite to personnel conducting Assessment with the below information.
      1. Subject Line: "CLIENT ASSESSMENT: Client Name"
      2. Location: Client address/address of assessment
      3. Body of the Invite must Include
        1. Client Name (Should appear in subject line)
        2. Contact for scheduling (if other than client)
        3. Name of Recover Care personnel completing assessment
        4. Name of responsible party for payment  attending SOC assessment
        5. Date and time of anticipated SOC (if discovered upon consult)
        6. Brief details of what services client is requesting / interested in, including need for Client transport or errands
        7. Vaccinated caregiver requirements
        8. Essential/Non-essential status if known
        9. Any additional details pertinent to the case specifically
  9. RN completes SOC assessment via Start of Care (SOC)
  10. RN marks the assessment as complete and converts “Prospect” to “Client” in EMR
  11. If the client is going to start services we mark the status as Closed-Won which will prompt us to convert them to a client automatically:
    NOTE: Do not use the Convert to Client button at the top (as compelling as it might be)
  12. If the client is not going to start, explain why in the notes and mark the client as Closed-Lost
  13. RN responds to team (Administrator, Scheduling Coordinator, Office Specialist, COO) email, and updates subject line: 
    1. Subject Line: “NEW CLIENT: Client Name”
    2. Email must include:
      • Confirmation SOC was completed
      • Service Plan as Attachment
      • SOC Date
      • Service Type (HHA, Homemaker, HHA Visit, etc.)
      • Schedule and Frequency of Care
      • Vaccination status of caregiver
      • Transportation/driving requirements
      • Essential/Non-essential status if known and any specific details
      • Any pertinent matching details
        • Smoker
        • Pets
        • Male/Female preference
        • Parking instructions
        • Entry instructions
        • Etc.
    3. For complex cases, the RN should schedule a quick huddle to discuss the complexities beyond the email itself.
  14. Office Specialist:
    • Converts to Client (if not already completed)
    • Reviews service plan and confirms client billing policy in ClearCare
    • Attaches service plan (and extra documents) to client file
      • Naming convention: Lastname_Firstname_Service_Plan_xx.xx.xxx
    • Responds to email and confirms billing rates have been confirmed and schedule is entered in ClearCare
  15. Scheduling Coordinator
    • Enters schedule as indicated by SOC RN
    • Staffs shifts based on matching criteria and RN recommendation of personality, approach, etc.
    • Responds to team email when staff is confirmed for the schedule, indicating who is scheduled