One of the key uses of HZCare is for CRM or customer relationship management (or client/caregiver relationship management if you want to put a home care spin on the acronym). We have extensive tools for documenting everything you need to know about your clients and caregivers. However, seasoned agencies and registries know it’s not just about active clients and caregivers. You need to manage a healthy pipeline of leads. In this post, we’ll explore the Lead Tracker in HZCare to help you streamline the recruitment process.
Manage Client and Caregiver Leads
On the main menu in HZCare, you’ll find the Lead Tracker section. It has two tabs, one for Clients and another for Caregivers. You can click on any client or caregiver to pull up their profile. If you’re looking for a specific one, try the Search button at the top. You can search by name, office contact, referrer, status, or date the person entered the Lead Tracker.
Once you click on someone, you’ll have most of the same tabs and fields as you would in the regular Client and Caregiver sections. Aside from the name, all the other fields are optional. This is helpful since you won’t necessarily have all the information at this point.
Additionally, there’s unique information at the bottom of the Profile tab that’s only for leads. There’s a date for when the prospect was added to the system, a field for tracking progression thresholds (i.e. information received, phone interview, or in-person interview), and information about the last and total number of communications between the prospect and office. That last piece of information is tied to the Notes tab. Whenever you enter a note, you can toggle a switch to indicate whether you’re documenting a conversation with the prospect.
A final metric to remember is the Follow-Up Frequency, found at the very bottom of the Profile tab. You can specify how often you want to follow-up with the prospect. Then, based on the last communication date, the system will indicate when it’s time to reach out again.
Convert Leads to Active Clients and Caregivers
You just converted your prospective client into an active client. Congratulations! To document your success, go to the client’s profile in the Lead Tracker. At the top of the page, you’ll find a Convert To Client button. Give it a click, and the lead’s information will copy to a new active client entry. You may need to fill out some additional required fields, then click Save, and you’re done! Converting lead caregivers works the same way.
Link Lead to Existing Client or Caregiver
If you accidentally create a client in the Client section manually instead of converting your lead, no worries! Simply go to the client’s profile in the Lead Tracker section. Change the Status field to “Inactive—Moved to Active Clients”. Click Save. Then click on the client’s lead profile again. You’ll see a button at the top to Link With Client. Give it a click, and link with the client you created in the Client section. Now all of your lead conversion metrics are accurate!
View Reports
There are several helpful lead reports to consider. Go to the Reports section, and click on Lead. You’ll find several reports that match-up with similarly named active Client and Caregiver reports, such as Birthday, Profile, Roster, and Contact. They all operate as the names suggest. There are some special reports that are unique to Leads though. The Follow-Up report is a helpful way to get all of your follow-up dates in one place. This makes things much easier on your office staff than pulling up a bunch of individual profiles. Finally, the Lead Conversion report shows you the rate at which your staff is converting leads. You’ll want to keep an eye on this to gauge which techniques are working best!
Conclusion
HZCare has a wealth of lead management tools. In addition to building prospect profiles, you’ll know when it’s time to talk with your prospects again, and how well your recruiting efforts are working. Getting clients in the door and hiring quality caregivers is the first step of the pipeline. HZCare will help you get things started right!