Starts with the first impression and includes good communication skills, ability to listen, and overall demeanor.
What is building relationships
100
This is the name of the software program used to track COC data.
What is Soneto?
100
Using the client's vehicle
What is preferred method of transportation.
200
The COC form sits right next to this item at all times.
What the telephone
200
paying attention to what is said, hearing their story, repeating back key phrases or concerns, & asking questions when necessary.
What is Attentiveness or Active Listening.
200
Contains the Client Handbook, CSS Brochures & Business Cards.
What is Welcome Packet
300
The facial expression used to insure proper tone and inflection when first answering the phone for the COC.
What is smile.
300
Seek first to understand then to be understood.
What is Discover & Design
300
The place that receives a thank you after a COC has come into the office and data been put into Soneto.
What is Referral Source?
300
List all authorized persons or entities with whom CSS can discuss the client's care
What is HIPAA Authorization for Disclosure
400
This takes place when a manager or co-worker calls in to the office and pretends to be the son or daughter of a potential client so that the staff member who answers the phone can practice taking the call.
What is COC role play.
400
Allowing the client/family to tell their story and learn from them their needs, concerns, and daily routine.
What is Seek First to Understand
400
A detailed marketing report done every three months that uses COC data from Soneto to determine the effectiveness of the offices marketing efforts.
What is the Quarterly Marketing Analysis?
400
Not a contract,
contains the schedule & the agreed rate
What is Application for Service Agreement
500
The meaning of the acronym COC
What is Care Opportunity Call
500
stop all other activities, attention must be undivided!
What is pay complete attention
500
The title of the tab within Soneto where you enter a new COC.