Re: SLA Questions

--0000000000001381c4061f1adde9 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thanks for the call our Tim. @Clearcare Support Team please add the activity tag: Client Follow up to the Canada URL Thank you Tiffany Silton Director, Division Operations * Please note my email has changed: * tsilton@thekey.com (760) 889-2188 TheKey.com [image: TheKey] On Wed, Aug 7, 2024 at 12:00=E2=80=AFPM Timothy Thomas wrot= e: > Thanks for clarifying/ > > The Client Follow up tag does not match the matrix in Canada's clearcare > accounts. I'm seeing "Client Follow-up" while the SLA is "Client Follow u= p" > > My rights have been changed so I'm unable to update the tags. > > On Wed, Aug 7, 2024 at 12:52=E2=80=AFPM Tiffany Silton wrote: > >> HI Tim and Shawntel, >> HERE >> >> is the best quick source when following the expectations of the SLA. It >> does indicate that a Tier 1 requires a follow up within 7 days of start = of >> service (it can be done anytime within that time period). This matrix a= lso >> shows the EXACT tags that should be used when documenting. I appreciate >> your attention to detail on this, feel free to reach out if you have any >> further questions. >> >> Tiffany Silton >> Director, Division Operations >> * Please note my email has changed: * >> tsilton@thekey.com >> (760) 889-2188 >> TheKey.com >> [image: TheKey] >> >> >> On Wed, Aug 7, 2024 at 10:19=E2=80=AFAM Timothy Thomas w= rote: >> >>> Hey Tiffany, >>> >>> In Audra's absence, could you assist me with the email below? I presume >>> it's just an error in the SLA? >>> >>> Thanks! >>> >>> ---------- Forwarded message --------- >>> From: Shawntel Sousa >>> Date: Wed, Aug 7, 2024 at 10:59=E2=80=AFAM >>> Subject: SLA Questions >>> To: Timothy Thomas >>> >>> >>> Hi, >>> >>> I apologize for the emails around the SLAs, I just want to make sure >>> that I am doing them correctly and have the correct information. I have= a >>> few questions. >>> >>> On the SLA that I have attached below it indicates that a tier 1 client >>> does not require a visit 7 days after starting, is this just an error i= n >>> the SLA? >>> >>> My next questions are around tags again, can you confirm that the tags >>> and follow-ups are to go as follows: >>> >>> *Tier one* >>> 1. Caregiver Introduction with CSM present tagged *CG Intro* >>> 2. Phone call follow up with 24 hours of 1st shift tagged* Client >>> Follow-up* >>> 3. Visit to the client home by the CSM on or around the 7th day of >>> service tagged *QA visit.* >>> *4. *Call the contact to check how services are going tagged *Client >>> follow-up* >>> *5.* Set visits up on clear care based on their tier and the notes from >>> those visits will be tagged* QA Visit.* >>> >>> Does it matter how the tag is set up in clear care if it is Client >>> Follow-up or Client Follow up (without the dash). The way the tags are >>> written in the SLA document is a bit different job aid Audra shared her= e ( >>> https://docs.google.com/documen