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

Before the Training Session

Admin LMS Account Set-Up

1. 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,

2. 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.

3. 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:

• Ensure you are is familiar with the system, performing all the possible tasks in each module.

• Showing the admin how the system looks real time, with populated data.

• Leaving the admin’s account as a clean slate to use from scratch.

Make sure to have:

• Users created, of Student and Admin account levels respectively.

• Course Bundles created.

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.

• Option 1: Outreach Platform

• Option 2: Outreach Everywhere Extension

• Option 3: Google Calendar

If the admin hasn’t scheduled a training session yet, please send proposed times as shown in the Option 4: Gmail (Inserting Proposed Times) section of the Onboarding SOP.

We need to have the training sessions logged into the corresponding SF account, and confirm that the meeting also appears scheduled in Gong so that it can be recorded. You can check in Gong if your meeting appears once you click on the “View upcoming calls” section. It should appear if the process was followed. If this is not the case, please perform the following steps:

Open

Make sure to copy the URL and admin (attendee) email address correctly.

Organization Management Training

If this is the first training session with your admin, provide Organization Management training covering the following topics (it is suggested to follow the steps on the Initial Organization Management Setup ,  as it follows the recommended setup order. Feel free to forward this file to your admins as well):

• Locations

  • How to create and modify them

  • How to designate a location manager

• Departments

  • How to create and modify them

  • Department Visibility

• Positions

  • Both position databases (extended and generic)

  • How to create and modify them

• Employee Center

  • Creating new users

  • Changing employee status

  • 6 options under each user dropdown

  • Full profile walkthrough

    •  

  • Settings:

  • Organization Reports:

• For accounts that purchased an integration: When the admins try to create employees manually from the employee center, they will see the warning message that remarks the risk of duplicated accounts or incorrect assignments. We want to encourage them to add the new employees only by the integration and to understand the possible consequences of doing manual creation. please refer to the https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4159505060 SOP for more information.

The Learning Module

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

Overview

Filter usage

Course bundle creation and assignment

This functionality lets the admins select and store groups of courses, and assign them the same way. Please walk the admin through the process of creating, locating and assigning course bundles.

Reassignment Options

Uploading SCORM file courses

Admins can upload their own SCORM file courses without additional cost.

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 CME Content: Definition and Examples - ACCME

This library lets admins search for courses by state and license type. This makes assigning courses with available CEUs more efficient and targeted.

My Course Assignments

Group Learning

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:

• Make informed decisions based on the easy to read key metrics

• Save time that otherwise would be spent collecting data

• Monitor the assignation statuses for a course in a quicker and simpler way.

• Keep track of the completion of the courses.

Make sure to guide your admin through these steps:

• Accessing this feature

• A dashboard walkthrough

• The dashboard catalog (dropdown menu on the top-right side)

• The widget selector

• Filter usage and more action

Learning (In-App) Reports

The Admin Dashboard

In this module, admins will be able to:

• Monitor course status

• Monitor the number of users assigned per course

• Send reminders, unassign or change due dates for Past Dues and On Times, both massively and individually.

• Download completion reports on the Completed tab.

The Student Dashboard

This module will let the admin see how the students will see their own dashboards. Please cover the following:

• Courses

• External Transcripts

• User Messages

Full Profiles

Though this is covered during the Organization Management Training (during the OB Call), it is suggested to review in case the admin has any questions, or if you are training an already onboarded account.

The Onboarding Path

Make sure to let the admin know that they can also set up the following as “welcome kits/packets” for either new employees or any other specific matter:

• Courses

• Course bundles

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.

Settings

Simple changes like enabling email notifications, changing the company name and address, and updating the super admin’s password.

Pending System Actions

If a course 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:

• The assignee already has had that course assigned to them in the past.

• The assignee already has that course in progress.

Company Settings

These help our admins tailor out how they want their LMS accounts to work. Remember to go into module-specific settings here:

• Under General Settings:

  • Auto Accept Group Learning - Enabling this feature allows learners that are assigned with a group course to automatically receive a certificate of completion after the training is complete without the need of accepting and validating their participation.

• Under Modules:

  • Course Library

  • CE Course Library

  • Massive Assign

  • Onboarding Path

• Under Reminders:

  • External Transcripts Email Notifications

  • Courses Notification

  • Auto Re-assign Courses

Custom Course Requests

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:

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:

• Prices above apply to initial and recertification training

• Tiered pricing based on number of users is being phased out

• 10% discount for bulk purchases and to encourage sales can be applied by CSM at point of sale

Discounts 10% must be approved by Dave.

Sales

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 REINS presentation. 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:

Since it is OTR, there is no strict need for following the sales demo process to a letter. A demo can occur only if you find it necessary, but there is normally not the need to. Just make sure to:

• 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”:

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).

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.

Creating SF Tickets

CPR Cases get immediate attention during this transition process, so please choose CPR-Support in SF when you need assistance so that the Learninng Department can identify them right away.

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

• http://Support.medtrainer.com

• 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:

• https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4221436306

• https://medtrainer.atlassian.net/wiki/spaces/CSKB/pages/4221469078

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.