DAILY PROCESS
A short, daily conversation aimed at discussing activities and strategies that could drive new business.
BDD/Sr Touch Call
This document reflects our targeted metrics and allows us to track our own progress towards our daily and weekly targets.
DWOR (Daily Weekly Operating Report)
During office time, liaisons should spend a portion of their time ensuring that this is at least 95% completed, including ownership, address, contact number, strategy, priority, specialty, etc.
Contact cleanup and analysis
These reflect overall hospital, leadership and marketing goals and strategic initiatives and action items needed to achieve objectives in the volume roll forward.
Quarterly plans
Who is responsible for driving pull through of potential admissions?
AL
A short conversation that happens multiple times throughout the day to discuss updates regarding pending referrals, barriers to admission, and current workflow needs.
AL touch call
This is set at 110% in order to cover short- or long-term shortfalls including but not limited to FMLA, resignations, PTO, etc.
Planning factor
Three of these should be planned in CRM for 2-4 weeks out, with focus on specific strategies aligned with hospital goals.
Precall plans
This program is utilized in collaboration with the BDD to identify areas of opportunity within our market, based on trends from last year.
FORVIS
ALs/BDD/Srs
The application providing information regarding planned discharges, estimated admits, daily census, etc.
Virtual Admissions Board (VAB)
The percentage representative of the number of referrals that become admissions.
conversion rate
What type of contact should have an activity documented at least every 6-8 weeks?
"B" contact
This application is utilized by BDD/senior liaisons to aid in goal setting and metric tracking based on real time referral/admission/discharge data.
Beacon
This must be accurate in order to properly triage patients and effectively communicate upcoming pending admissions to back of house.
Estimated admit date
The time in which daily activities should be logged/completed in CRM.
Your DWOR will reflect this color if you are meeting budget.
Blue
The scheduled time during your work week dedicated to establishing precall plans, completing referral tracking, and contact cleanup and analysis.
Office time
Name the program that liaisons can utilize to identify referral trends and analyze their own territory.
CRM
This team member is the only person who should be documenting in pull through notes in CRM
AL
This is the foundation of why Encompass Health focuses on strategic precall planning and meaningful activity completion with referral sources.
Contacts = Referrals = Admissions
Your DWOR will reflect this color if you are meeting plan (budget+planning factor)
Green
What feature in CRM when logging a call can help with continuation of the sales cycle for a contact?
post-call follow up
What type of referral provides us the most opportunity for discovery with our referral sources?
Non-admits
Name the big 3 factors considered when triaging patients for admission.
Diagnosis, Payer, Functional level