CONTEXT / SCOPE
The purpose of this SOP is to provide the CSM with clear instructions and steps to ensure full understanding of the Learning Module. 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
GLOSSARY
CEUs - Continuing Education Units
CME - Continuing Medical Education
CRED SOFT - Self-Managed Credentialing Software(Credentialing Software)
CRED SERV / FMC - Fully Managed Credentialing Service (Credentialing Service)
CSM – Customer Success Manager
LMS- Learning Management System
Opp - Opportunity (where RSM registers the process of sales and information about the purchased product.)
SF - Salesforce
TL - Team Lead
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 module helps admins keep their staff compliance by assigning courses on various subjects to them. They will be able to monitor course progress and keep overall results on track.
Course Library
In the Marketing Database, we will find the monthly course list spreadsheet available. It is suggested to download it as an Excel spreadsheet before sending it to the admins. If they request the Google Sheets, please provide the link:
https://docs.google.com/spreadsheets/d/1dA5otB-vTnmTcLXbTg7DCv1jLiL6Xa7U/edit?usp=sharing&ouid=110045133522799162123&rtpof=true&sd=true...
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“Course Upload Failed” in the course library |
CE Course Library
“A Continuing Education Unit (CEU), also known as Continuing Education Credit (CEC), is a vital measure in ongoing education programs, helping professionals maintain their licenses. Staying ahead of cybercriminals requires continuous learning in this ever-evolving industry. CEUs are mandatory to keep certifications current and maintain professional status.“
“Continuing medical education consists of educational activities which serve to maintain, develop, or increase the knowledge, skills, and professional performance and relationships that a physician uses to provide services for patients, the public, or the profession. The content of CME is that body of knowledge and skills generally recognized and accepted by the profession as within the basic medical sciences, the discipline of clinical medicine, and the provision of health care to the public.“
To learn more about CMEs and CEUs, visit https://intellectualpoint.com/what-are-continuing-education-units/and https://www.accme.org/accreditation-rules/policies/cme-content-definition-and-examples
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Available courses won’t appear until both filters are used. Also, the assignment process in this library is the same as in the default Course Library. Please enable the CE Course Library in the account Company Settings, selecting both Yes-Yes, to ensure that Students can view and self-assign courses.
Note that the same reassignment options shown in the Course Library will also be applicable here.
My Course Assignments
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Group Learning
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After selecting which location and/or department, the admin can select one employee to manage the course, even if that person has a Student account level. That person will be able to start, pause and complete the course, and also take roll call.
Learning Dashboards
The new ‘Learning dashboards’ module, provides admins and super admins, a comprehensive overview of the assignation statuses for a specific course, through a preconfigured pie chart. By having access to this dashboard, admins can:
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For a more comprehensive breakdown on this feature, please read the https://drive.google.com/file/d/1FRZWbUQM5-6hr5lEhDL9ExozAvYh19qh/view |
Learning (In-App) Reports
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In this module, make sure to cover the following with the admin:
Let the admin know that the (?) button (on the top right corner) leads them directly to the Support Center section called “Curate Your Reports”. 
Please let the admins know that the system will not send scheduled reports if they are empty. |
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New pivot table functionality: Currently we have the “Employees by courses” data set. You will find it as shown below. |
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Reports, Settings and Company Settings
Reports
A couple of these reports are still active in several accounts, but remember that the main goal is to get our admins to migrate into the In-App reports fully.
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Settings
Simple changes like enabling email notifications, changing the company name and address, and updating the super admin’s password.
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The assignee already has had that course assigned to them in the past.
The assignee already has that course in progress.
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Company Settings
These help our admins tailor out how they want their LMS accounts to work. Remember to go into module-specific settings here:
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A custom course refers to a unique and tailored e-learning course that is designed and developed to meet an admin’s specific learning objectives and requirements. It involves the development of course content, multimedia elements, assessments, and interactive components that align with the organization's specific goals, industry standards, and learning outcomes. They also offer flexibility and allow organizations to deliver targeted and personalized training experiences to their learners.
Receiving the Request
Our admins may request said courses directly to their assigned CSMs or to the Customer Support department. When they do, please provide them with the https://drive.google.com/file/d/1WrY9DlyGDl7xrdmNKRWMYph9dwxbCDMG/view?usp=drive_link so they can fill out the specifics of their request. As a suggestion, and for more efficiency, fill this with the customer during a call or meeting if the opportunity presents itself.
Creating the SF Case
Once the Conversion Course Request Form is filled, and you have all specifics, please follow the instructions below:
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Please remember to keep these questions in mind when creating your cases:  |
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CPR Courses
A Quick Overview
These are the courses we currently offer:
BLS - Basic Life Support
Basic (180 minutes, 6 CE Credits)
BLS/First Aid - Basic Life Support and First Aid
Basic + (325 minutes, 8 CE Credits)
ACLS - Advanced Cardiac Life Support Clinicians and First Responders
(180 minutes, 6 CE Credits)
PALS - Pediatric Advanced Life Support Clinicians and First Responders
(180 minutes, 6 CE Credits)
Course Versions
Online Only
Blended:
Blended-Onsite Testing
Blended-Virtual Testing
Skills Exam and CPR Instructor Requirements
For details on the Skills Exam and what our admins need to become a CPR Instructor, please review them in the https://docs.google.com/presentation/d/1p1xuokZVh7uIRC_ezefPgD4w9mrxhaRf1N2ZlIU1afQ/edit?usp=drive_link presentation.
Updated CPQ
Here are some notes about pricing:
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Discounts 10% must be approved by Dave.
Sales
DISCOUNTS:
Please note that discounts are approved on a case by case scenario. If a discount is requested, please reach out to your Team Lead, so they can analyze the case and get the discount approved by Dave Epperly.
There is a strategy called “Take the REINS”. For further detail on it, so you can follow it and achieve this goal more easily, please feel free to review the Take the REINSpresentation. Regarding sales, CPR is considered OTR (One-Time Revenue). You can set up a sales opportunity as you normally would, but the document you would need to generate is an addendum that looks like the one below:
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Name your opportunity correctly
Fill in the correct data,
Leave “Expansion Revenue” as Revenue Classification.
Once you have the opportunity information complete and the addendum generated, go into the Quote and click on “Send with DocuSign”:
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Enabling CPR Credits
To enable credits, you will need to have the following in mind:
Account’s LMS ID
Type of course purchased (please refer back to the addendum or the Course Versions section).
Amount of credits (remember: 1 credit = 1 course for 1 user).
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Obtaining CEUs
CEUs can be obtained after taking CPR courses, by following the instructions in this video. https://drive.google.com/file/d/1ockowO01Pj3PooXHKgiF2HPFmgdU4mXM/view?usp=sharing. Please feel free to share the video link with your admins.
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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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