Learning Objectives
How well is your intake department functioning? There are many organizational designs for the intake function. Irrespective of your organization’s strategy, a good intake department in the home care business should be integrated with adequate checks and balances and address referral management and conversion, staffing, service management, and eligibility management to strengthen the acquisition, retention, and satisfaction of each client.
At the end of this course, participants will learn to:
Identify the key characteristics, values, and experiences that would make an influential intake team member.
Create job descriptions tailored to your unique requirements.
Understand the importance of the intake team in the feedback process.
Develop workflows to manage client life cycle post, during, and post care.
Module 1: Unlock the Components of a Well-Oiled Intake Team
Explore the functions of a well-oiled intake team.
Learn the approach for managing the client life cycle from start to finish.
Outline the KPIs for optimal intake management.
Develop a program to track and communicate KPIs.
Explore best practice approach for continuous management across interdisciplinary teams.
Identify approaches for maximizing touchpoints for client communication.
Module 2: Key Players Needed to Drive Your Intake Process
Identify primary staff required to fuel the intake department.
Create an ideal job environment to nurture intake staff.
Ways to provide mentorship and provide feedback to your intake team.
Explore the best approaches for the interaction between intake and other departments.
Evaluate key performance indicators for managing the intake function.
Module 3: Strengthen the Experience of Clients
Explore the steps for managing the client's life cycle.
Learn how to Identify and organize your unique workflow elements.
Make the client onboarding easy through systems and automation.
Learn how to run authorization and eligibility processes on autopilot.
Examine best practices for effective incidents and complaints handling.
evaluate best practices for continuous feedback management.
