WOR Call Log SOP

This SOP provides the general requirements on how to log a WOR call, in Hubspot. This will allow you to document all regularly scheduled operations meetings with all providers/practices. This

Overview:

The objective of this Call log is to document and track all regularly scheduled practice/provider operations meetings and email a recap of what was discussed in those meetings to the Practice contact (and owner). The Hubspot call log will be updated after each documentation is completed. The log is cleared 2 days after each call is logged to allow time for an email recap to be sent to the customer. Each week you will log your call for documentation and recap emails. ALL regularly scheduled meetings (and attempted communications) should be documented per the meeting frequency set for the client. The one off calls, meetings, issues will not be documented in this format but if you feel they are important and require action to be taken, please open a customer billing ticket using this process and log call/ email there.

Preparation for these meetings should be done by creating an agenda for your WOR meetings.

Recommended agenda topics include but are not limited to:

Review of KPI utilizing Datalytics and WOR
Missed encounters report (if appointment schedule is used)
Denials- reasons, ways to avoid, assistance for staff, etc.
Rejection trends in last week- how to avoid moving forward
Patient AR Q & A and possible ways to improve:
- Stripe- is the provider signed up, see talking points to help get them on-board
- Collections Agency sign up
Outstanding billing tasks that need attention
Non-working payer logins

Important

All client account types (Platinum, Gold, Silver & Bronze) will utilize the WOR Call Log Playbook to document operation review calls regardless of the meeting frequency set in Hubspot for the client. Non-connected calls should also be documented in this playbook by selecting either Cancelled, Rescheduled, No-Show Client from the Select an outcome drop down list.

Process for Capturing Non-Connected Calls (Cancelled, Rescheduled or No-Show Client) in the WOR Call Playbook

1a. Log into Hubspot and locate the account you are working on.

1b. On the far right of your screen, scroll down to the Playbooks section.

Select WOR Call Log

1c. In the "Type Here" section of the Meeting Attendees section, provide the name of the person who cancelled, rescheduled or was a No-show to the call and the date of notification.

1d. In the section Mark Yes When Complete, click on the No button. The box will turn light blue when selected.

1e. Select the applicable call Outcome as either Cancelled, Rescheduled or No-show Client. Make sure the Call Type shows as WOR Call. Then, click the Log Call button.

Process for Utilizing the WOR Call Playbook - Connected Calls

Step 1 - Operations Consultant (OC) and RCM Advisor (RA) Responsibility
Log into Hubspot and locate the practice you are working on.
On the far right of your screen, scroll down to the Playbooks section. Select WOR Call Log.
Fill out the sections as follows: * IMPORTANT * ONLY the section of the playbook "Type here" will be in your recap. Any internal notes you do not want to send to the client in your email recap should be typed in "Notes" section. In the steps noted as REQUIRED, you must enter something in the box that says "Type here". If you truly having nothing to document in those sections of the playbook, enter N/A. Required Temperature Check (Select ONE)-PLEASE REMOVE THIS COLOR CODE FROM ANY OUTGOING CLIENT COMMUNICATIONS PRIOR TO SENDING this is intended to gauge the disposition of the client and how they are feeling about the work we do for them at the time of this call. (these internal notes are hidden and not shared with client, please remember to remove this color selection from any emails to the client prior to sending) 🟢 = Happy 🟡 = Uneasy 🟥 = Upset 1. Start with listing the names of all meeting attendees
2. Next complete the "Topics Discussed". (REQUIRED for Call Log to be captured) Remember: In the first box you will enter all customer facing information to be included in your recap email at the end. Any notes you would like kept internal, please enter these in the second box for "Notes".
3. Next complete "Outstanding Items & Status Updates" with any billing issues you are still working on and provide status updates as needed. Again, any notes you do not want in your customer recap email, place them in the "Notes" section. (REQUIRED for the Call Log to be captured)
4. Then complete the section for "New Items" for any new issues brought to your attention or to the practices attention or any action items. These should be items that you are planning to work or investigate. (REQUIRED for the Call Log to be captured)
5. Next you will complete the "Closed/ Resolved Items" and document anything discussed that has been resolved and removed from your action plan or to do list for this particular practice.
6. Lastly you will complete the section with any last notes from your meeting (Internal notes). a. Mark YES when completed. The box will turn light blue when selected.
7. To log the notes as a call select outcome as "CONNECTED" 1. Click Log Call
7a. Select Calls from the Activity area.
7b. On the WOR Call just logged, Select only one Contact from the drop down list to receive the automated survey. If the person to receive the survey is not already set up as a Contact in Hubspot, they must be added as Company Contact. The following are the steps to do that. On the practice's Company page, go to the Contact section on the right hand side of the page and click on the +Add. Click on the Associate new tab and enter the Contact's Email, First Name, Last Name, and Phone number. Click on the Create button.
2c. An automated WOR call survey will be sent within 30 minutes of the Contact being added to the Call Log.
3a. Log into Hubspot and locate the practice you are working on.
3b. From the Activity section, select the Calls tab.
3c. Edit the applicable logged call by clicking anywhere in the window to the right of Meeting Attendees or by hovering over that area and when the box turns blue, click on the pencil icon in the right hand corner.
3d. When the window opens for editing, attach the Meeting Minutes (MOM) by clicking on the paperclip icon at the bottom and selecting Upload new from the pop-up choices. At that time a browser window will open to allow you to find the document on your computer and select it to be uploaded.
3e. You will see the Meeting Minutes attached to the call log. Close the edit window by clicking the Save button.
4a. Meeting recap notes must be sent for ALL MEETINGS using the Hubspot Email template titled "Weekly Operations Review Call- Follow up" From the company record, click Create Email Contact : Ensure the correct contact is listed Click at the top on Template to select the template Use template called: Weekly Operations Review Call- Follow up When you select the template it will auto populate with all notes from your log. Warning: Attachments with PHI should not be sent in Hubspot. It is recommended that anything with PHI is loaded in the software and referenced in your email.
ii. Then document the meeting agenda that was sent to the client for your operations review call.
Step 2 - Operations Consultant (OC) and RCM Advisor (RA) Responsibility Important REQUIRED FOR AUTOMATIC SURVEY TO BE SENT AFTER OPERATIONS CALL
Step 3 Adding Meeting Minutes to the Logged Call - Account Manager (AM) Responsibility Important Meeting Minutes (MOM) must be added to the WOR Call Log within 48 hours of the call being held.
Step 4 (MUST BE DONE WITHIN 3 DAYS OF LOGGING CALL PER STEP 1) – Operations Consultant (OC) and RCM Advisor (RA) Responsibility
TASKS Automatic tasks/ reminders are set to notify you when it has been 7-10 days since your last call/ meeting so you can prepare an agenda.