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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