Tele: (504) ext 803 Fax: (504) nursetel.com

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1 nurstel Medical Call Center answer south nurstel Medical Call Center 24 /7 ON CALL CENTRAL nurstel Medical Call Center Tele: (504) ext 803 Fax: (504) nursetel.com Presented to: HOLIDAY COVERAGE..

2 We answer your calls with the following greeting: Thanks for choosing Right at Home Care! This is Erica, How may I help you. Late Notices We text caregivers via teletrack prior to and after late notification For example a cg not clocked in by 7am for a shift starting at 7am may be texted the following message Example Only: Please clock into your shift. After they are late we will send an additional notification to call the office Restaff a Specific Shift We initially text and call the cg on the case. If they all state no, we open the shift up to others with experience. ON CALL CENTRAL S chedule changes - requested by the client We only make changes to a visit once the cg assigned to the visit agrees. Client calls in to change the time of a visit We inform the client that we will contact the cg and get back with them. We call the caregiver then ask if they are able to make the change If the cg states yes: We then change the time of the shift in teletrack and notify the client If the cg states no then we inform the client that we were unable to reach the cg or there was a schedule conflict. Then the client either will tell us they need to cancel or will accept the shift as is New Service Requests We operate within a competitive industry. Response time to new service leads is crucial. Thus, new service requests are immediately sent via to our staff contact. After sending an , we will call the designated staff member and let them know we just sent a new service leaf.

3 Add on a Daytime Receptionist nurstel Medical Call Center is a total bpo solution for healthcare organizations. We work as health care administrators on call and provide a total bpo solution to our clients. Virtual Receptionists Never miss a call again. A client or prospective client calls your published number. The number rings through to your virtual receptionists who manages the call per your customized call handling instructions.. Our receptionists answer calls in your firm s name and with your business greeting. Our receptionists answer each call with a smile and can either transfer the call to you, send to voic or take a message and send the message to you directly. Each call is answered live and with care to ensure your brand is represented professionally. Only $250 per billing cycle No per minute charges Flat fee No hidden charges She checks for clock ins Also Included: Local business phone number Local business fax number Local numbers available nationwide Voice mail and fax converts to Live answering from 8:00am to 5:00pm M-F

4 Right at Home Team Overview: Please write name, title & cell phone & office extension for the owner & each contact. the owner information is required, Business Name == The below contact information is provided to the public when your incoming callers ask : Franchise Number Public Business Address (Driving) Street City: State: Zip Business Telephone Number: Business Fax: Public Address for Inquiries: Public Web Site: ======================== The below contact information is for private use: ======================= Owner Name: Owner Business Phone: Owner Cell (Required): Owner ==================================================================================== Name of Primary Contact: Name: Title: Cell (Required): Office Number:

5 nurstel Medical Call Center Schedule Overview: 5p - 8am Monday - Friday 24/7 on the weekends Six Holidays per year Answer calls with the following greeting: Thank you for choosing Right at Home Home Care! This is, How may I help you? Software Login: We use your software just as one of your employees and update per your instructions Please use nursetel(one region number) eg. nursetel123 AnswerSouth forwarding number: What is your service Territory: Zip Codes & Counties The following are general guidelines to be followed in handling ON-CALL: Where do we send employment inquiries: New Service Requests/Referrals, etc. We understand that r esponse time to new service leads is crucial. o Before 10p, new service requests are immediately sent via , text or call to [TBD]. o After 10p, or text, with guidance as to when to call prospect. We will attempt to collect the following information: Name of caller Name of person in need of care Relationship to the individual in need of care Contact number How they heard about us Service Zip Code or county where service is needed: and the city if they will tell us. Ask for basic care information and write down everything that they share. Let them know agency will call them back during regular business hours if that is acceptable to them. If they need an immediate emergency care assessment to start service send an to management then call [TBD] Managing Late Arrivals and No-Shows: We may call and text all (unconfirmed) caregivers during on-call period before the start of their shift. Call any caregiver not clocked in on time.

6 How We Manage Late Arrivals Text caregivers via Teletrack and AnswerSouth texting system to or after late notification. For example, a cg not clocked in by 7a for a shift starting at 7a may be texted the following message Please clock into your shift. Contact the caregiver by any and all means. Find out their location in proximity to the client s home How We Manage Late Departure All late clock-outs are left to be managed by the office. How We Manage Call out / Restaff Management Process Caregivers shall never be permitted to call out without speaking to a live human. Please note: We are pretty strict about not letting caregivers call out after business hours Confirm that they will be at their next shift. Inform the current caregiver on duty (if applicable) that the caregiver relieving them called out Inform the caregiver we are searching for a replacement. Inform the caregiver that they would have to stay on site until we find a replacement. Replacements: Call caregivers who are currently on the visit plan. Call caregivers familiar with the client and who have worked the case (history). Do not use any caregivers shown as Denied at the bottom of the client profile. Call recommended caregivers in Private Notes System Text (Teletrack) the shift Text Broadcast (Your system) the shift How We Manage Once the shift is filled o Call the caregiver on duty and let them know the name of replacement and ask them to introduce and brief the caregiver when they arrive o Call the client and let them know the name of the caregiver replacing the caregiver who called out o Replace the caregiver on the schedule How We Manage Schedule changes requested by the client Confirm whether this is a one-time or recurring (visit plan) change. We do not change the visit plan Inform the client that we will contact the cg and get back with them. Call the caregiver then ask if they are able to make the change If the cg states yes: We then change the time of the shift in Clearchoice and notify the client If the cg states no then we inform the client that we were unable to reach the cg or there was a schedule conflict. Client decides if they need to cancel visit, accept the currently scheduled shift as is, or accept a different cg, if possible. Make changes to a visit once the cg assigned to the visit agrees to the change. How We Manage Client Concerns or Issues other than scheduling Try to resolve and report to the office. Notify [TBD] if it can t wait until business hours or client is dissatisfied in any way warranting sooner follow-up nurstel Medical Call Center: We reserve the right to change policies and procedures as necessary

7 EMERGENCY MANAGEMENT HOSPICE CLIENTS Contact Hospice for change in medical condition, unresponsiveness, or death. If a client is on Hospice and passes away, caregiver we contact Hospice and WILL NOT CALL 911. Caregiver advised to stay there until family or hospice dismisses them. We make sure everyone is ok before hanging up the line. Non HOSPICE CLIENTS If client is not Hospice, then regular 911 is appropriate. Caregiver should go with the client unless family is present In cases when we are caring for a couple the caregiver will stay with the other spouse. In all emergencies, especially hospitalization or death, Text and call designated office staff [To be provided] Notify the caregiver(s) working the next shift to contact the office before going to the shift Reporting: Each morning, prepare a report of the events since close of business, along with your actions and any action items that need to be handled by others on the team. Emergencies New Service request Any non-routine client call Call-outs Caregiver Issues Schedule changes Any other items the office should know Protocols are subject to change at any time depending on the specific account. Pricing nurstel Medical Call Center The STARTER Package is 200 per week One On call manager Broadcasting for up to 20 shifts per cycle Unlimited Client notifications Unlimited Late notification Caregiver Calls Pricing nurstel Medical Call Center Try Us Special $99 per week for the first four weeks Service Cancellation by nurstel Medical Call Center nurstel Medical Call Center reserves the right to cancel this arrangement if: The office informs caregivers wait and call off from their assigned shifts during after hours and basically pushes their call outs onto the nurstel Medical Call Center relief team. nurstel Medical Call Center is a relief service, We do not replace schedulers. We only staff emergency call outs that occur during on call hours, no call no shows during on call hours, last minute call outs where the office was not notified prior to on call hours. The call out volume is excessive and the same caregivers continue to be reassigned during on call watch Negative and abusive staff and any other issues deemed appropriate. On Call Holiday Coverage: Please provide your holiday schedule and we will answer for your office for the days you are closed. We provide service for federal holidays. Printed Name: Franchise Name & Number: Signature: Date