Kimberly RebuthIntake Quality Insurance Manager

Kabafusion

The Art of Intake

Agenda • Introduction to Intake

• Building Relationships

• Maintenance

• Conclusion

• Examples

• Q & A

Introduction to Intake • What is Intake

• What does the department cover • Verifications and Approvals

• Provide counseling• Financial counseling • Emotional to both patient and family

• Validation • Open communication between Intake & Sales • Understanding expectations • Reinforce the communication between Intake & Sales

Building the Relationship • Intake and Sales Collaborating Together On Sales Calls

• Intake to build their own relationship with referral

• Provides the referral source with the Expert of Intake

• Builds additional confidence

• Be Accessible

• Intake to provide options of how to communicate directly to referral source

• Continuing building that trust

• Opportunity for Intake to create guidelines for the referral source

• Educational

Maintenance and Benefits• Sales reviews with referral source the “All in one”

• Intake confirms by providing “all in one” service

• Meeting expectations • By providing what Sales has promised • Exceeding that limit• Following through as a cohesive team

• Financial benefits • Referral sources try not to be involved in financial portion do it for them • Educate the referral source on all the financial options there are for their patients • Reassure Intake will work directly with the patient and work out all the details

• Being confident in the information you are presenting to the referral source regarding Intakes roll in the process

• Intake and Sales both maintaining referral sources shows teamwork & positivity

Closing The Sale • Assess who are the right candidates

• Communication

• Provide incentives to get people excited

• Make Intake the beacon of your company

• Project a sense of security

• Solidify and reinsure

Examples • Make cheat sheets for top accounts

• Main point of contact at referral source• Hours of operation • How to communicate via phone, text or email • How do they want their patients managed • Intake create short list of qualifications and guidelines for sales • Provide to referral your hours of operation and was to

communicate

• Cheat sheets should be readily available and shared with Intake Manager in the event the coordinator is out the Manager is aware of how to work the account

• Overarching knowledge is a beneficial tool that should be utilized in all departments the more information will always be beneficial to the patient, referral sources and company

Thank You!

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https://www.nhia.org/nhif_fellow-program/• Member of NHIA for at least 5 years• At least 7 years of home and specialty

infusion professional experience• 3 Letter of Recommendation• Fully completed application with fee• Questions email

fellowprogram@nhia.org

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