CONTEXT / SCOPE
The purpose of this SOP is to provide clear instructions on how to handle document upload requests from Premium accounts, but not limited to other accounts that reach a document upload agreement.
IMPACTED TEAMS
CSM Team
CS Operations
GLOSSARY
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
RESOURCES
TABLE OF CONTENTS
Premium Account Requests
Based on the modules the Premium accounts have purchased, CSMs will be in charge of the following:
MT Compliance:
Document Upload
Contract Upload
Safety Plan Upload
Safety Data Sheet Upload
MT Credentialing:
Location Document Upload
Provider Document Upload
For a more detailed breakdown of what is included, please refer to the Support Package One-Pager.
Document Upload Tasks
TLs will be considered project managers in this case, for they will be directly responsible for managing these requests, and evaluating their urgency in a case-by-case scenario.
As soon as the CSMs receive a document upload request from an account, the CSMs will send the corresponding spreadsheet to the respective admin(s):
The admins will fill out this spreadsheet accordingly
Once the spreadsheets are filled in and returned, the CSM will immediately let their TLs know about the request.
Depending on the account and the urgency for the request, the TL will determine how the request will be handled. Here are some examples:
The TLs will determine if the request is small enough for the CSMs to handle on their own, without the need of overtime.
If the TLs evaluate overtime as necessary, they will calculate the hours and manpower necessary.