--000000000000107c1805e234f914 Content-Type: multipart/alternative; boundary="000000000000107c1705e234f913" --000000000000107c1705e234f913 Content-Type: text/plain; charset="UTF-8" Happy Friday, all! I wanted to provide an update that everyone now has been added to the Billing Task Force within Medallia. This means the following... 1. You will now receive email alerts whenever feedback is left on billing 2. Access medallia to execute on the closed loop process In order to toggle between your different roles in Medallia, please see the screenshot below. [image: Screen Shot 2022-06-24 at 10.27.27 AM.jpeg] If there are any questions and/or feedback please don't hesitate to reach out. Have a wonderful weekend! Thank you, On Wed, Jun 22, 2022 at 12:24 PM Keri Thrush wrote: > Hello all, > > I was able to meet with Chuck today in order to go through the billing > experience project/closed loop process that was launched on 6/7. I > understand that schedules are super busy - in order to catch everyone up > to speed and reduce the amount of meetings, I have provided all the > information below. After reviewing, please do not hesitate to reach out to > me directly with any questions and/or feedback. > > - Here > is > the closed loop process which is most up to date > - Here > > is the recorded tutorial of the process to be followed in medallia > > > 1. When an alert is received, assigning to the responsible party who > will be taking lead on the follow up with the customer is important. > 1. Billing, if LTCI is responsible, please assign to Jaymie first > and she will assess in order to assign appropriately > 2. If there is no follow up action to be taken from billing or > LTCI, please assign to Alex Hodges or Keri Thrush > 2. Documenting the closed loop process is important - for all three > areas labeled below, please make sure at the beginning to add the date and > your initials > 1. Plan of action > 2. follow up findings > 3. root cause: > 3. *IMPORTANT*: Once follow up is completed or issue is resolved, > please re-assign the alert to Alex Hodges or Keri Thrush in order for them > to take lead on their next steps. Alex or Keri will take the lead on > following up with the customer and responsible for closing out the alert > > *ACTION* > Alex will be adding you shortly to the closed loop process in Medallia in > order to start receiving alerts. In the meantime, Keri will continue to > forward any to the appropriate party. > > > Thank you, > > On Thu, Jun 16, 2022 at 2:52 PM Keri Thrush wrote: > >> Hi all, >> >> I hope everyone is doing well and happy Friday eve! >> >> At the beginning of last week we launched our closed loop process with >> the billing department. This process is associated with all locations >> that are live on Medallia. Here >> you >> can locate an outline of the goals and the flowchart. >> >> The reason for my email is since the launch, some of the customer >> feedback has been directly related to LTCI. In response, we have updated >