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
<https://docs.google.com/document/d/1tNkSfIaxB_WQN4iEs4t_55zHWIHzlXF1keBq5ujxFAs/edit>
is
the closed loop process which is most up to date
- Here
<https://drive.google.com/file/d/1spHnMNS-xFF5TimvGgdckLPoT7M1SRhq/view>
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 <kthrush@thekey.com> 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
> <https://docs.google.com/document/d/1tNkSfIaxB_WQN4iEs4t_55zHWIHzlXF1keBq5ujxFAs/edit> 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 the process
> to include the LTCI team.
>
> In order to catch you all up to speed, I would love to set up time next
> week to fully review the process and provide a tutorial in Medallia. *Is
> everyone free on Wednesday? If you could please let me know your
> availability, it would be greatly appreciated. Or, if it's easier and I
> have permission to book on your calendars where there is a free spot, I can
> do so. *
>
> Since we are live, as a temporary solution until we meet next week, I will
> be forwarding any relative alerts to each of you individually to ensure
> that you are aware and able to take any potential necessary action.
>
> Please don't hesitate to reach out to me directly if you have any
> questions prior to our meeting next week. I look forward to meeting with
> you all!
>
> Thank you,
>
> Keri Thrush
> Director of Client Service Ambassador Group
> * Please note my email has changed: *
> kthrush@thekey.com <https://brand.thekey.com/esg/kthrush@thekey.com>
> (650) 338-4375 Ext. 124375
> TheKey.com <https://www.thekey.com/>
> [image: TheKey] <https://homecareassistance.com/>
>