Kindred Contact Center
Kindred Contact Center
1-866-Kindred Contact Center
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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.
1.866.Kindred Contact Center
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KINDREDANSWERS. COM
KINDRED.COM CONTACT US
The KINDRED APP ONLINE CHAT 1-866-Kindred
Enter into SharePoint
Send to
Compliance Hotline
Contact Center
Manager
Area Director of Sales and
Marketing/Branch
ALL CALLS GO INTO
Salesforce
Kindred Contact Center Overview
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Inbound-1.866.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”
After Care (AC)
“Connecting with Our Patients After Their Kindred Stay”
Outsourced Contact Center
“Assisting Care Management in Supporting External Opportunities”
Kindred Contact Center
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
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Total Number of Interactions YTD 12,728
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Total 1-866-Kindred Interactions through the Contact Center
7,873
Total Gentiva Interactions through the Contact Center
4,855
3,369
4,120
5,237
0
1,000
2,000
3,000
4,000
5,000
6,000
January February March
INTERACTIONS BY MONTH
1-866-Kindred Inbound Year to Date
Total Admissions in March 177
Total Admissions YTD 463
1-866-Kindred Inbound Year to Date
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Referrals Admissions Conversion
Assisted Living 2 0 0%
Home Health 572 307 54%
Hospice 229 103 45%
IRF 10 2 20%
LTACH 81 25 31%
Nursing Center 69 13 19%
Out-Patient Rehab 0 0 0%
Personal Care 51 11 22%
Sub-Acute Unit 6 1 17%
House Calls 2 1 50%
Total 1021 463 45%
140 146
177
0
20
40
60
80
100
120
140
160
180
200
January February March
ADMITS BY MONTH
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
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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
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AfterCare 2016 Results
January
February March Conversion Rates
(Average)
Call Attempts
22,054 24,423 31,687
Call Connections
10,909 11,047 16,362 Attempts to Connections
49%
Referrals
854 670 871 Connections to Referrals
6%
Admissions
501 357 452 Referral to Admissions
54%
Total Number Pending Referrals (January – March) 321
Year to Date Revenue $3,251,026.20
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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.
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Continue the Care Pilot – Kentuckiana Market
December 2015–March 2016
• 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.
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
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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
Questions?
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