Copy_SLI_Operations_Process.txt

Service Level Interventions: Operational Process. Please see below for the instructions/guidance on how to use the SLI function for operators. Purpose of an Service Level Intervention (SLI): The purpose of a Service Level Intervention (SLI) is to document and be able to work together on a remediation plan to bring the account and/or client back into a resolved status after a service incident has taken place. In addition, this allows us to measure the impact of the referral account relationship overtime and what service recovery tactics are most effective. Giving us the ability to measure referral account momentum over time. An SLI should be filled out anytime a Referral Partner Relationship or Client Relationship is at risk of ending the relationship with the HCL/TheKey services. Examples: No Call No Show to a client, service issue at a Senior Living Community, poor experience with billing, unable to staff the client, service failure causing referral partner to stop referring. SLI Emails Sent to: When an SLI is submitted an email receipt goes out and includes the Regional Manager. Where to Find SLI's in Salesforce: Under the Service Level Intervention tab in SF. Using the dropdown feature there are 3 lists per office: All SLIs, Resolved SLIs and Open SLIs. Pipeline Meeting: one of the best ways to keep SLIs updated is to create time in the weekly office Pipeline meeting agenda to review open SLIs. Resolving SLIs: Operators should read the details and align with their team including the HCL and assess the plan of action to bring the referral source and client relationships back to Resolved and Saved status. Marking an SLI as Resolved: the referral account would need to be brought into a Resolved and Saved position, and the client would need to be brought to a Green: the Client has been recovered position.