CONTEXT / SCOPE

The purpose of this SOP is to provide clear instructions on how to handle upload requests from Standard and 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

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

• Location Information Upload

To review the full Support Package One-Pager, please click on the image below:

Document and Group Information 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. 

1. 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):

2. The admins will fill out this spreadsheet accordingly

3. Once the spreadsheets are filled in and returned, the CSM will immediately let their TLs know about the request.

4. 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.