Care Types
Give me an example of 2 IADL's and 2 ADL's
IADL: housework, transportation, grocery shopping, meals, laundry, finances (predictable needs)
ADLS: Bathing, grooming, dressing, toileting, mobility, transferring
What kind of questions would you use to uncover additional objections?
Open ended questions.
What is a virtual tour?
Any LIVE tour completed with the community using the CT app, facetime, skype, zoom, etc.
State an example of a choice close.
Giving two options- "would you like to tour Thursday or Saturday?"
What is one feature in MySearch?
Map, SLC info, Community info, reviews, pricing,
What is the code for memory care?
Z
What does reframing an objection mean?
Turning the objection into a positive.
Should we book tours on separate days? Why/why not?
Booking tours same day is always ideal so the family can compare and contrast.
Can we send a family letter before sending referrals to communities?
No- if we did, the families could reach out to the communities on their own and reject our referral.
What is a homework assignment you can give a family?
open the family letter, check out mysearch, family meeting, look into finances or LTC insurance policy, print out tips on touring.
What's the difference between independent living and assisted living?
Assisted living offers 24/7 caregivers
What is the 3 step objection response?
Clarify, educate, check back
What are second round referrals?
They are a second round of community options that we send to the family.
What does gain buy in mean?
Getting agreement, making sure the family is on the same page
What is respite care?
Short term stay in AL or Z
What should you do if you're not sure which community type the family needs?
Suggest a community that offers 2 options (R&A) or (A&Z). Let the family know that the community will complete an assessment to make the final decision.
Where are key notes found?
At the top of the file in Beacon.
When should you recall the motivators?
At the end of the call. It help instill in the family's mind that sense of urgency.
What constitutes the need for someone to move to a skilled nursing facility?
Bedbound/immobile, trach, feeding tube, wounds, Medicaid
How would you respond to the objection of "We are on hold?"
"What's the reason your search is on hold? (recall motivators). Many family put the search on hold and regret it later because they have to make a rushed decision, especially if a crisis occurs. Let's review your community list to see which one you like if your loved one had to make a move tomorrow."
Other than Beacon and YGL, what are some additional tools you can use?
Prompt.io, PFU, Power search, AOR, Outlook quickparts
If we find a duplicate that is grey and says closed: moved in. Do you continue to work your lead?
Yes.
What is QA listening for when you wrap up the call?
Did you create a sense of urgency?