CONTEXT / SCOPE
The purpose of this SOP is to provide the Customer Success Department with a thorough understanding of what we are offering our Compliance Module and why, as well as a complete walkthrough of all the enabled modules and submodules. Having this knowledge will improve how CSMs provide their training sessions, as well as be more prepared for questions the admins will have.
IMPACTED TEAMS
Strategic CSMs
Core CSMs
CS Operations
Sales
GLOSSARY
CSM – Customer Success Manager
EM - Escalation Matrix
IF - Incident Forms
IR - Incident Reports
IT - Incident Types
LMS - Learning Management System
RACI - Responsible, Accountable, Consulted, Informed.
SDS - Safety Data Sheets
SF - Salesforce
SP - Safety Plans
TL- Team Lead
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Find what you’re looking for by training session number! |
TABLE OF CONTENTS
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Before the Training Session
Admin LMS Account Set-Up
Make sure that you have uploaded the completed Locations, Departments and Positions rosters into the system (these will be requested since your first email using the Welcome to MedTrainer! CSM Template available in Outreach). After that,
Ensure to send the admin the downloaded Employee roster from their account’s Employee Center. (this will be required in the Onboarding Call Recap email template) Once that is completed by the admin, you will be able to upload their employee lists with less issues.
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Remember to enter the “LMS Set-Up Completed Date” field in the Onboarding Object.
Your Demo Account Set-Up
The purpose of this is to:
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In order to provide more detail of several fields within the modules and their respective pages, you can advise the admin to hover over the following icon:
Preparing the Meeting
If your admin would like you to schedule the meeting on a specific date and time, review Options 1, 2 and 3 sections of the Onboarding SOP.
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This submodule allows Admins and Super Admins to upload, create, organize, and manage documents in the manner that is most suited to their organization. It also facilitates the assignment of documents to the staff requesting attestation when needed, always making it easy for the admin to keep track of these processes.
Folders
What first appears in the Documents and Policies Module. Create an example folder to show the admin how to create, edit and delete folders. Go through the multiple folders/subfolders functionality, as this will help the admins to make “nested” folders. Also, these can be location and department specific.
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Please ensure that the admin knows that, in order to delete a folder, it must be completely empty. Otherwise, the system will not allow it. |
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Categories
These assist with organization. Open one of the folders and guide the admin on how to create, edit and delete categories.
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Keep in mind that only Active categories will be usable in documents, and deleting categories is a destructive action. |
Document Set-up
For setting up documents, be as thorough with the admin as possible, as the differences in format and between creating options may be confusing. Guide the admin through the following steps:
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https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/edit-v2/4221436306#Version-History-and-Logs
Approval (Escalation) Workflow
The user can build their own approval workflows based on their needs. These approval workflows will be used to send out a document draft for approval, allowing the user to make sure the document gets to the right people in the correct order before publishing.
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Approval requests can always be cancelled by clicking on the Cancel Request button:
Adding Signatures
To add signatures to a document, the document lifecycle has to be changed to “Content Complete“. Both drafts and published documents have this option available. There are three signature options available:
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In a signing group, if one person from the group has already signed, the others will not receive a notification. 🔕
Conversations
The conversations allow users to discuss anything related to a specific document. The system keeps track of every conversation in one place but also keeps them linked and available from the app bar actions of each document.
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Participants can be added or removed as needed.
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Version History and Logs
The system keeps track of everything that is done to a document, from the moment of creation to the moment of deletion. This section of the system allows the user to visualize all of those changes, as well as all document versions that have been created.
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Document Assignment
This section gives the user a detailed explanation of how to assign documents to the staff and how to easily keep track of deadlines. Make sure to remind them that assignees will be able to accept/sign the policies on their Student Dashboard.
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To track an assignment, click on the Assignment Tracking button of the app toolbar.
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Attesting a Document
Guide the admin through the Student Dashboard and show them how the notification for acceptance looks. Then show them the Accepted Policies, of the Documents and Policies Binder.
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User Preferences
Users are now able to save the user preferences for the documents table in Documents & Policies. The User preferences feature allows administrators to effortlessly save their preferred document table configurations, ensuring quick access to vital information every time they enter the Documents & Policies
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Compliance (In-App) Reports
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These is the available report we have here, but the admin is free to customize it:
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Under Modules:
Massive Assign
Under Reminders:
Policy Notifications
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Pending System Actions
If a document/policy is not fully assigned to all staff members, the first place to check will be this page. If anything appears as a pending action, it may be due to one of these two reasons:
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Notice that there is a disclaimer shown before signing a policy. This is due to our signatures being valid and legally binding.
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Contract Management
“Contracts are the glue holding every operation together within the healthcare industry. They connect employees and employers, suppliers and buyers, ensuring each party remains protected. Whether dealing with hiring, your supply chain or equipment, contracts can be long and complex and require time and effort to ensure they’re structured in your best interest. Understanding the different types of contracts and how they work is the first step to an effective contract management operation.“
Some contract examples are:
Supply Chain Contracts
Labor Contracts
Special Healthcare Labor Contracts
Purchased Services Contracts
Informational Technology Contracts
Pharmacy Contracts
To learn more about each different contract type involved in the healthcare industry, visit https://www.pathstonepartners.com/types-of-healthcare-contracts/.
This module will allow the admins to upload most, if not all existing contracts pertinent to their organization. Please provide them with a dashboard overview:
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Adding a Contract
Contracts can be added both in the All Contracts view, as well as the Dashboard view:
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Viewing All Contracts
Here, the user will be able to see all contracts that have been created/uploaded. They will be organized per category.
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Deleted contracts can be viewed here:
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Safety Plans
“Safety plans are comprehensive tools that detail a framework for safety practices. Each plan is targeted to a specific activity or department – every company probably has dozens of safety plans in their arsenal.”
For more information, visit https://www.ehsinsight.com/blog/what-is-a-safety-plan#:~:text=a%20Safety%20Plan%3F-,Safety%20plans%20are%20comprehensive%20tools%20that%20detail%20a%20framework%20for,safety%20plans%20in%20their%20arsenal.
In this submodule, please walk the admin through the following steps: uploading and creating safety plans, tracking assignments, and a general dashboard overview.
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Creating a Safety Plan
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SDS (Safety Data Sheet) Management
“A Safety Data Sheet (formerly called Material Safety Data Sheet) is a detailed informational document prepared by the manufacturer or importer of a hazardous chemical. It describes the physical and chemical properties of the product. SDSs contain useful information such as toxicity, flash point, procedures for spills and leaks, storage guidelines, and exposure control.“
Visit https://blink.ucsd.edu/safety/resources/SDS/index.htmlto learn more about Safety Data Sheets and how to read them.
Here, the admins can add SDSs from our vast database into their account binder, or they can upload their own. Please guide them through the steps below.
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Training Session 3 |
Incident Reports
“Incident Reporting is the process of capturing, recording and managing an incident occurrence such as in injury, property damage or security incident.
It typically involves completing an incident report form when an incident occurrence has happened and following it up with additional incident follow on forms such as an investigation, corrective action, hazard report and sign off. These follow on forms ensure that the incident occurrence causes are investigated to potentially mitigate and aim to prevent the same type of incident from happening again. This might involve discovering hazards in the workplace or implementing new risk management or training processes to help staff understand the root causes of what happened in order to prevent it from happening again.”
Visithttps://www.incidentreport.net/whatisincidentreporting/ to learn more.
This submodule makes it easy for admins to manage their incident reports from the set-up to the resolution. They can build their own custom forms, create custom escalation matrices so the right people are notified automatically, and solve incident reports with just a few clicks.
Escalation Matrices
There are three different escalation matrix models available to choose from based on the structure needed to solve each incident report:
Functional Escalation Model: allows to have multiple users per level if needed by just enabling the “Allow multiple users in a level” setting when creating the matrix.
RACI Escalation Model (Responsible, Accountable, Consulted, Informed): The roles go as follows:
R- Responsible
Resolve (Request review is done by the Accountable)
Open Conversations
Request Responsible change
A – Accountable
Change Responsible
Open conversations
Review Resolutions (Reject/Approve)
C – Consulted
Answer/Open conversations
I – Informed
Receive email notifications
Anyone Escalation Model: escalates the report to everyone in the matrix and anyone from the list of users in the matrix will be able to solve the incident; in other words, the first person to respond to the escalation will be able to resolve the incident for everyone. However, if that person cannot resolve it, they will always have the option to choose someone else from the list of people involved in the escalation matrix to escalate the incident to.
Creating a New Escalation Matrix
Create an escalation matrix from scratch with the admin as shown below:
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Anyone (or Group) Escalation Matrix
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Incident Forms
Creating a New Incident Form
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Any deactivated forms will appear here:
Managing Incident Types and Subtypes
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Managing Severity Levels
In order to identify the impact on the organization of each incident report, the system allows the user to select a severity level for each incident report at the moment of resolution as it is at that moment when the investigation and analysis of the facts is entered in the system. Selecting a severity level for each incident helps identify those that require an immediate response from senior management and specialized response teams.
There are four default severity levels, however it is possible to add up to ten depending on the organization's necessities. It is also possible to give each severity level a description. Please guide the admin on the stops to add, edit and delete severity levels.
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Managing Incident Reports
To add a new incident report to the system, click the New Incident button available on the Created reports tab of the module’s main screen. There will be two options to choose from: Upload and Create.
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In these submodules, we provide the admin with general fillable forms pertinent to both OSHA and HIPAA Regulatory Compliance. Functionality is practically the same in both, and as easy to use as our Safety Plans, except for the tabs being subject specific in HIPAA Toolkits.
OSHA Toolkit
“OSHA is a federal agency that was founded alongside the Occupational Safety & Health Act of 1970. The OSH Act sought to protect the rights of workers and to offer long-term solutions for regulating workplace hazards. OSHA serves most private sector employers and employees. The organization also monitors federal employers and employees. The only difference between the two is that OSHA cannot fine a federal agency.
The agency goes beyond simply setting workplace standards; OSHA also trains employers on workplace health and safety. The aim of the agency is to prevent workplace injuries or deaths before they occur by educating employers about potential hazards in the workplace.”
To learn more, visit these websites:
Create a form from scratch (by choosing one of our templates), and guide them though how to fill them in. We suggest the OSHA Inspection Form, as it is commonly used.
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HIPAA Toolkit
“HIPAA (Health Insurance Portability and Accountability Act) is United States legislation that provides data privacy and security provisions for safeguarding medical information. The law has emerged into greater prominence in recent years with the many health data breaches caused by cyber attacks and ransomware attacks on health insurers and providers.
HIPAA, also known as Public Law 104-191, has two main purposes: to provide continuous health insurance coverage for workers who lose or change their job and to ultimately reduce the cost of healthcare by standardizing the electronic transmission of administrative and financial transactions. Other goals include combating abuse, fraud and waste in health insurance and healthcare delivery, and improving access to long-term care services and health insurance.”
To learn more, visit https://www.techtarget.com/searchhealthit/definition/HIPAA
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After the Training Sessions
A Recap for the Attendees
Once the training session has been completed, send a email using the Outreach Training Recap Outreach Email Template immediately after the training session recording has been processed (or at least before the end of day), and fill in necessary information such as:
Participants
Modules
Pending Subjects
Relevant Links
Our Customer Support Department
It is paramount to not only encourage, but reinforce the admin on the use of our Customer Support Department. Provide the contact information below:
Email: support@medtrainer.com
Phone number: 844.596.6553
The Support Module in the MedTrainer platform.
Other Training Sessions
If the account acquired the Learning and/or the Credentialing Software Modules, please refer to any of the following SOPs:
Adoption: The Next Steps
Lastly, please refer to the https://medtrainer.atlassian.net/wiki/pages/resumedraft.action?draftId=4135616513&draftShareId=a3711c8d-3de8-4bf5-95fb-6db42e50e83c, in order to continue with the account adoption following the instructed guidelines.
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