Phone Intake Training

The plan

We have received feedback that our process of receiving a home care lead call is weak. We have purchased training. Everyone who could potentially receive a lead call is required to complete this training. We will watch one of the videos per week at your own convenience, then discuss during the Monday meeting. Role playing may be scheduled also..

Remember, the ONLY goals of every call are:

  • Determine if they are a good fit (Do they have a problem we can solve)

  • Close for the next step--either book an assessment or permission for a home care team call.

Training #1

Notes

  • Build rapport

  • Set the agenda/expectations--tell them what to expect from the call

  • Uncover pain--what is their problem they hope we can solve

    • Make assumption why they called, ask open ended questions

    • How long has that been a problem?

    • What have you tried so far?

    • In a perfect world, what would be an ideal solution?

  • Transition to the pitch--I think we might be able to help you. Do you mind if I share what we do?

  • Pitch--Our company helps by X, Y, Z--let's develop a standard 1 liner, then freestyle a pitch about their pain points showing we can solve their pain.

  • Close the deal or close the meeting--is there anything else you need to know before moving on to the next step?

  • How about we book a time for our assessor to come meet with you? (book an assessment or get permission for a home care team call.

Remember, the ONLY goals of every call are:

  • Determine if they are a good fit (Do they have a problem we can solve)

  • Close for the next step--either book an assessment or permission for a home care team call.

Training #2

Notes--remember NERD!

  • When talking to families these are the criteria we are looking for to see if they are someone we can best serve:

    • Need--5 or more chronic conditions:

      • Examples--diseases, disorders, cancer, dementia, etc

      • The higher their need, the more hours we should provide and the more consistent care will be.

    • Elderly--65+ years old

    • Resources--Do they have the means to pay for care? Cash, Family, long term care insurance, veteran benefits

    • Disabled/dementia--These terms are typically clients we can really serve well.