Kindred Contact Center

Transcription

1 Kindred Contact Center

2 1-866-Kindred Contact Center Opportunity As the aging population continues to grow, consumers facing healthcare decisions often face a gap in accessing information and resources. Navigating care options, whether at home or following a hospital stay, is complex and stressful for families and patients. Objective To create a contact center that provides consumers with healthcare choices as they navigate post-acute care. To serve as a trusted clinical resource for information and support. To help guide consumers to Kindred services that exist within their local communities. 2

3 1.866.Kindred Contact Center Kindred The KINDRED APP KINDRED.COM CONTACT US KINDREDANSWERS. COM ONLINE CHAT ALL CALLS GO INTO Salesforce Enter into SharePoint Send to Compliance Hotline Contact Center Manager Area Director of Sales and Marketing/Branch 3

4 Kindred Contact Center Overview Inbound KINDRED/ A Place for Mom (APFM) Educating consumers on Kindred and Post Acute Care Continue the Care (CTC) Educating Our Patients on the Kindred Continuum Kindred Contact Center After Care (AC) Connecting with Our Patients After Their Kindred Stay Outsourced Contact Center Assisting Care Management in Supporting External Opportunities 4

5 Provided to our Customer by the Contact Center Post-Acute Care Education Kindred Services Education Medicare Workings and Coverage Assistance with Medicaid or other Insurance Determination of Level of Care Needed Referral to a Kindred Location via Sales Team Kindred Location Lookup Non-Kindred Location Lookup Complaints Sent to Compliance 5

6 1-866-Kindred Inbound Year to Date INTERACTIONS BY MONTH 6,000 5,237 5,000 4,000 3,369 4,120 Total Kindred Interactions through the Contact Center 7,873 3,000 2,000 Total Gentiva Interactions through the Contact Center 4,855 1,000 0 January February March Total Number of Interactions YTD 12,728 6

7 1-866-Kindred Inbound Year to Date ADMITS BY MONTH January February March Referrals Admissions Conversion Assisted Living 2 0 0% Home Health % Hospice % IRF % LTACH % Nursing Center % Out-Patient Rehab 0 0 0% Personal Care % Sub-Acute Unit % House Calls % Total % Total Admissions in March 177 Total Admissions YTD 463 2

8 AfterCare Post-discharge follow-up calls for all Kindred patients Comprised of Registered Nurses (currently 20 FTE s) Patients called at 30, 60, 90 days post-discharge Current pilot: All KAH/Legacy KAH (patients found in HCHB) are called at 14 days post-discharge in addition to 30,60, 90 days Assess for progress, quality of service rated, and if there are any new or unmet needs 8

9 AfterCare (cont d) Nurse-vetted referrals sent to MCP, ED, and AC or to Central Intake (if branch utilizes) Referral Status Report containing clinical information included with every referral Referral-Coordinators follow-up regarding status every 72 hours until referral brought to completion AfterCare flyer added to every KAH patient admission packet Also available (on KOD/MOD) for sales to distribute to MD offices Nurse-Ambassadors to follow-up with VA patients and patients in need of scheduling MD appointment Other current and future pilots; IRF, LTACH, and NCD discharge follow-up calls from AfterCare Nurse Advocates 9

10 AfterCare 2016 Results January February March Conversion Rates (Average) Call Attempts 22,054 24,423 31,687 Call Connections Referrals Admissions 10,909 11,047 16, Total Number Pending Referrals (January March) 321 Attempts to Connections 49% Connections to Referrals 6% Referral to Admissions 54% Year to Date Revenue $3,251,

11 Continue the Care Allow Case Managers and Discharge Planners to perform at the top of their license, allowing more time with the patient at the bedside. Assist Discharge Planners in educating patients on the Kindred Continuum. Help to provide a seamless transition for patients who choose to stay within the Kindred system, by assisting the discharge planner in finding appropriate placement. Provide continuity of care to our patients by moving them through the system, at any levels and keeping them within the Kindred network if they choose. Assist with beginning the discharge process, at the time of admission. 11

12 Continue the Care Pilot Kentuckiana Market December 2015 March 2016 Amount HD to STAC 47 HD to Home w/o HHS 65 NCD to STAC 7 NCD to Home w/o HHS 20 Expired 99 Total 238 Other successes Assistance with moving patients to the appropriate setting, at the appropriate time. Found placement for all long term vent patients in Louisville-many outside of the state of KY. Family has final decision. 12

13 Continue the Care Pilot Indy Market HD March 2016 Amount HD to STAC 6 HD to Home w/o HHS 5 Expired 9 Total 20 13

14 Questions? 14