PFS 2024 Senior Care Capabilities

CAPABILITIES OVERVIEW 2024

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A BPO Sales Engine that Increases your Revenue via:

• Inside Sales, Marketing, and Messaging expertise

• Data Capture, Analysis, Reporting

• Sales Management, Effectiveness, and Enablement

• Speed To Market dexterity / flexibility

Industries Supported: Senior Care – Home Health, Hospice, Skilled Nursing

Life Sciences –Pharmaceutical, Medical Device, Animal Health

Consumer Packaged Goods, Consumer Healthcare

Emerging Markets / Telecommunications

Midwest Locations: Madison, WI and Appleton, WI

PREPARE FOR SUCCESS - COMPANY LEAD TEAM:

PAUL STETKA – PRESIDENT SANDY KARNS – DIRECTOR OF OPERATIONS

Paul’s Story:

Paul F. Stetka

Paul F. Stetka | LinkedIn

10 Years within the BPO Industry. 30 Years in the Healthcare Industry.

Blessed to have worked 15 years within the Pharmaceutical Industry with companies such as AstraZeneca, GSK, and AbbVie.

Continued advancement through success in Field sales, earning promotions to Therapeutic Specialist, Regional Trainer, Corporate Trainer, Product Training Manager, Product Marketing Manager, in the U.S. and Globally with 3 continents of responsibility.

Applied acquired knowledge as a Consultant and Executive at previous companies, developing Field sales and Inside sales teams, for clients in Healthcare and CPG.

Prepare for Success: President / Founder

o BPO – Healthcare, CPG, B2B,

o Training and Education

o Consulting Services

• West Corporation: VP of Sales / Operations

o Healthcare Division

o Consumer Packaged Goods Division

• CareSouth: Vice President of Sales & BD

• Golden Living: Corp. Director Mkt / Sales Training

• Abbott International: Corp. Product Manager

• GlaxoSmithKline: Corp. Product Manager

• AstraZeneca: Therapeutic Specialist

Sandy Karns

Sandra S. Karns| LinkedIn

Sandy’s Story:

She started her career as an RN with15 years at Ascension. Taught at Fox Valley Technical College 8 years, adult education while working in inside sales.

Sandy is the rare successful combination of clinical, operations, and sales.

Sandy grew her career through inside sales mgt. of large healthcare teams and contracts, eventually becoming a New Client Launch expert; launching 56 teams, inside sales training expert, and executive for 12 years total.

Prepare for Success: Director of Business Development / Operations

• West Corporation: Director of Sales Training

• Fox Valley Technical College: Adjunct Instructor

• Mercy Medical Center – Ascension: Registered Nurse

A BPO SALES ENGINE: INDUSTRY & SALES EXPERIENCE

Industries Supported

• Senior Care – HH, HC, Hospice, SNF

• Emerging Markets / Telecommunications

• Medical Device Companies

• Pharmaceutical Companies

• Animal Health Care

• Consumer Health / Consumer Packaged Goods

• B2B

• B2C – Individual Customers

• Consultative Selling

• Account Mgt.

Sales Experience

• Territory Development

• Lead Generation

• Specialized Client Services - Campaigns

• Long Term / Short Term Projects

Our Sales Experience allows us to support any Industry!

PREPARE FOR SUCCESS: HEALTHCARE

/ MARKET EXPERIENCE

Industries Supported

• Senior Care Companies – SNF, Home Health, Hospice

• Medical Device Companies

• Pharmaceutical Companies

• Animal Health Care

• Consumer Health

• Consumer Packaged Goods

• Telecommunications

HC Market Experience

• Hospitals

o IDNs

o Acute Care

o SubAcute

o Specialty Clinics (GI – Endoscopy, Nephrology, Surgical, Orthopedic, Cardiology, Urology, OB/GYN, NICU, Podiatry)

• FM, IM, PCP Offices,

• Pharmacies

APPROACH TO VIRTUAL OR TELE-SALES.

PFS – INSIDE SALES PROCESS

Qualify:

Client Needs

Client Product /Services

Goals / Expectations

Client Culture

Client Budget for SOW

Develop SOW

Register:

MSA's of Focus

Target Market / Customers

SegmentationField/ISR Accounts

PFS Targets within ISR Accounts

Competitor Footprint

Align Strategy:

Client FS Strategy

ISR Sales Strategy

* Territory Dev.

* Sales Campaign

Strategy Process

Contract Execution

"Go-Live" Date

Execute:

Hiring of ISR Team

Training of ISR Team

Management of ISR Team

ISR Sales Effort

- Daily

- Weekly

- Monthly

Data Capture

CRM Integrations

Report:

PFS:

Reports: Daily, Weekly, Monthly, Qtr'ly

Data: Activity Results

Data: Productivity Results

Customer Feedback

Client:

Reporting: Monthly, Qtr'ly

Data: Market Shares in PFS Accounts

Data Market Shares

Across U.S.

New Sales/Marketing Campaigns

Evaluate: Pos+ Result = Continue Neutral Result = Discuss Negative- Result = Pivot

SAVING YOU TIME AND MONEY

9 Prepare for Success - Responsibilities New Client - Responsibilites HR Components: PFS Training: PFS Management: Wages: Benefits Paid: Client's Training: Ongoing Sourcing Policies Product Knowledge Salary Health Ins. Products Always Recruiting Procedures Message Pull Thru Monthly Bonus Dental Ins. Messaging Weekly Interviews Compliance Daily Metrics Quarterly Bonus Vision Ins. Call flows Background Check Phone Systems Weekly Metrics Annual Bonus U.C. Tax Objection Handling Drug Testing CRM Monthly Metrics Commissions U.C. Benefits FAQ's Hire when needed Documentation Documentation On-Boarding Hours of Operation Daily Monitoring Equipment: Client's Sales Tools: Expectations Call Listening Phone LMS Access Payroll: Work from Home Weekly Check-Ins Headsets Marketing Tools Payroll Calculation Work from Office Weekly Reports Computers CRM Access Payroll Tax Filings Monthly Reports Internet Payroll Tax Entered Quarterly Reports Cable Benefits Tracking Phone Provider Retirement Plans * Prepare for Success – PFS fluctuates with Employee staffing from 12-25 annually

PREPARE FOR SUCCESS

CUSTOMER RESPONSE CENTER

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PREPARE FOR SUCCESS

CUSTOMER RESPONSE CENTER

UNANSWERED INQUIRIES / REFERRALS ARE LOST REVENUE!

• MANY HEALTHCARE FACILITIES WORK WITH REFERRAL SERVICES THAT DO NOT EXPLAIN WHAT SERVICES OR CARE THEIR CLIENTS OFFER.

• SENIOR HEALTHCARE PROVIDERS ARE STRETCHED THIN. THEIR WORK FOCUSES ON THE DAY TO DAY NEEDS OF THEIR CURRENT RESIDENTS, FOREGOING NECESSARY SALES CULTIVATION.

• MANY INQUIRIES TO A FACILITY / AGENCY GO UNANSWERED. CAPACITIES AND WORKLOAD DRIVE RESPONSE OR A LACK OF RESPONSE.

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PREPARE FOR SUCCESS CUSTOMER

RESPONSE CENTER

DEDICATED CENTRALIZED TEAM BUILT AND MANAGED TO RESPOND TO:

a) GENERAL PHONE CALLS FOR YOUR FACILITY

b) INQUIRIES SPECIFIC TO YOUR FACILITY IN REGARD TO:

• TYPES OF CARE OFFERED

• ROOMS / AVAILABILITY

• AMENITIES WITHIN YOUR FACILITY

• SCHEDULING A TOUR

• GENERAL PRICING

c) REFERRALS VIA HEALTHCARE PROFESSIONALS

d) REFERRALS VIA 3RD PARTY VENDORS

• A PLACE FOR MOM

• CARING BRIDGE

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PREPARE FOR SUCCESS CUSTOMER

RESPONSE CENTER

DEDICATED CENTRALIZED TEAM BUILT AND MANAGED TO RESPOND:

a) IN A TIMELY MANNER!

b)PROFESSIONALLY AND EMPATHETICALLY.

c) WITH SAME DAY RESPONSE AS THE GOAL.

d)INCREASING RESIDENT CAPACITY AND THEREFORE REVENUES

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PREPARE FOR SUCCESS

SALES TRAINING CAPABILITIES

Prepare for Success – Sales Training

Sales Training, Learning, and Consulting Division specializes in Blended Learning: PFS increases Sales performance through dynamic and interactive training methods, management, education, and assessment.

Industries Served:

a) Assisted Living,

b) Home Care, Home Health

c) Hospice,

d) Skilled Nursing / Long Term Care

Products:

a) Computer Based Training (CBT),

b) Web Based Training (WBT),

c) Distance Learning

d) Instructor Led Training.

Additional Services

a) Customizable