Guide
Call QA scorecards for admissions teams
If you cannot score a call, you cannot coach it. Here is how to build a QA scorecard that actually moves VOB and close rates.
Written by Jim Malcom, Founder, Crucial Consultants · Updated August 2026
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The Scorecard
What to score on every admissions call
- →Opening: warm answer, caller name captured, patient vs loved-one identified
- →Reassurance: early empathy, no premature disqualification
- →Process framing: two-step process introduced before price/location questions
- →Insurance capture: carrier, plan type, alternate coverage explored
- →Assessment quality: complete clinical picture gathered, urgency established
- →Objection handling: acknowledge, loop to assessment, address
- →Close: clear recommendation, logistics set, next step committed
Weight the sections toward what predicts admits on your floor, typically assessment quality and close, and score a sample of every rep’s calls weekly.
Making It Stick
From scorecard to results
Scores only matter if they drive coaching. Review scored calls with the rep, one strength, one fix, per session, and track scores against each rep’s VOB and close rates. When scores and outcomes move together, the scorecard is measuring the right things.
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Questions, answered.
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