Reframing Intake: Elevating the Keystone of Patient Engagement

Reframing intake: elevating the keystone of patient engagement

In the intricate dance of home health and hospice care, Intake isn't just about processing paperwork—it's the heartbeat of patient engagement and the gateway to exceptional care. Let's redefine Intake by delving deeper into each crucial step, from referral arrival to patient onboarding, and explore how these pivotal moments shape the patient experience.

1. Referral arrival: the first impression

When a referral lands, does Intake know the significance? Is this a new relationship for the liaison, and a fresh opportunity for the company? Understanding the backstory influences how Intake receives and processes the referral. What if it involves an insurance provider you don't typically accept? Clear communication loops back to the liaison, ensuring transparency and alignment.

2. Insurance and document verification: the backbone of care

Beyond facilitating a seamless transition, this step ensures billing accuracy and reimbursement for the care provided. Does the diagnosis align with the prescribed care plan? Are all necessary documents in place? If something's missing, who bridges the gap with the referring party? Maintaining these relationships isn't just about paperwork; it's about nurturing partnerships that ensure mutual understanding and efficiency.

3. Chasing missing pieces: assigning responsibility

Here lies the essence of efficiency—ensuring each piece of the puzzle is tracked and managed effectively. Assigning clear responsibilities optimizes information retrieval and enhances relationship-building with referring partners.

4. Call to action: crafting the conversation

Is there a well-defined script? Are your top performers leading these calls? This pivotal moment consolidates all prior efforts in marketing, community engagement, and branding. How does Intake handle unanswered calls or outdated contact information? Proactive communication with referral sources is key to securing accurate patient details.

5. Handling objections: the art of persuasion

Smooth tonality and a well-honed script minimize objections, fostering patient comfort and trust. Are those making these calls equipped with the time and focus needed for these critical conversations? Understanding their incentive to enroll patients ensures every call is infused with purpose and determination.

Where are you losing patients?

According to industry data, the average admission rate for home health in the US is 55%. We know the more efficient agencies are in the 75-80% range, that’s still 20% of paid for leads, lost. Every missed opportunity to convert a referral into a patient impacts both care outcomes and business growth.

Redefining intake as the keystone

Let's shift our perspective: Intake isn't a department buried in tasks but the keystone supporting all facets of our operation. By reallocating responsibilities and empowering frontline staff, we elevate patient interactions to a strategic level. As the old adage goes, retaining a customer is more cost-effective than acquiring a new one. With referrals in hand and provider recommendations backing us, Intake becomes our frontline sales force, poised to turn opportunities into realities with every call and interaction.

In this paradigm shift, Intake isn't just about paperwork—it's about passion, precision, and purpose. It's about seizing every opportunity to deliver exceptional care and cementing our place as leaders in patient-centric service.