Quality Assurance
KPIs/Numbers
Acronyms
Culture
Miscellaneous
100
Our quality assurance program is called this
What is EQA or Enhanced Quality Assurance?
100
This is our KPI % for Consult Conversion
What is 77%?
100
AOB
What is assignment of benefits?
100
Who is Emma Rose?
100
This is what we label an admission that is scheduled for 40+ hours per week for at least 2 weeks
What is a super qualified admission?
200
A qualified admissions is defined as this
What is a client utilizing 20+ hours per week for at least 2 weeks?
200
24 Hour Team Members get a $50 bonus for this (HINT: client had a good experience)
What is a YELP review? (must stick for 30 days)
200
HCSB
What is the home care services bureau?
200
This is our company mascot
Who is Sammy the Seal?
200
When we refer a family to one of our community partners
What is a reverse referral?
300
It is six to seven times more expensive to attract a new customer than it is to what?`
What is retain an existing one?
300
The minimum number of consults to qualify for the consult crown contest
What is 6?
300
HCO
What is home care organization?
300
2020 is the Year of the Rat. For 24 Hour, 2019 was the Year of this?
What is the caregiver?
300
This is the "guide" we can use to help us stay on track during a consult
What is the consult roadmap?
400
These are 2 of the 4 things we are structured to discuss in a QA visit
What are:
Caregiver Fit (1st Impression & Engagement)
1-5 Rating (Overall Experience & Happiness)
Potential Concerns & Comments
Potential to Expand Schedule
400
Flight to __
What is 5 Million Hours?
400
DRA
What is direct referral agency?
400
Our 2020 Theme
What is Elevate?
400
If a client/POC won't start right away with an SOC date, these are 2 acceptable outcomes
What is a trial shift with date secured?
What is unpaid cg interview set?
(if client won't agree to any of these, please set date and time of f/u call)
500
These are the 4 situations we are encouraged to visit:
What are:
First Day of Care
Birthdays
Every 90 Days Thereafter
Informal Visits by CCCs during unstructured time
500
A qualified admission is defined as being scheduled for at least this
What is 20 hours per week for at least 14 days?
500
MLS (not multi-listing service)
What is Major League Soccer?
500
2 of our January Difference Makers are these teamates
Who is Sidney Garcia, Erica Olmedo (COMPETE)
Yolanda Aguirre, or Tyler Delgado (CARE)
500
These are tangible tools in a consult that pretty much no competitor has, setting 24 clearly apart
What are letters of reference?