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AM and Support Workflow

Account Management and Support Workflow

Main Support Workflow

  • Urgent Support Issues

  1. Main Support will resolve urgent support issues.

  2. Main Support will send a summary of the ticket/phone call/email/voicemails to Account Manager for information purposes only.

  • Non-Urgent & Concerns that need further review

  1. Main Support will respond to the practice stating that their Dedicated Account Manager will reach out to them to address practice inquiries.

  2. Main Support will assign concerns that need further review & non-urgent concerns to AM Manager.

PHONE CALL (Email Template)

Main Support will summarize the phone call and send an email to accountmanagement@wrshealth.com

Subject: Practice Name, Practice ID, Attn to: Name of Account Lead

Body:

Attn to: Name of Account Lead

Practice Name and Practice ID (BOLD)

Caller’s Name:

Callback Number:

Details / Concerns:

Similar Concerns / Issues from the same practice:

  • VOICEMAILS

  1. Send the voicemail (email) to "accountmanagement"

  2. Include the PRACTICE NAME in the body of the email.

*** For urgent concerns, you may transfer the phone call to extension 811 (Cassandra Lauresta).

AM Workflow

  1. AM Lead will acknowledge receipt of the concern (email/ticket/phone call/voicemail) from Main Support.

  2. AM Lead will log the details in the AM Task Tracker.

  • EMAIL from Main Support

  1. AM Lead will review the email and respond to the practice within 24 hours from receipt of the email.

  2. AM Lead will respond to the practice stating that we’ve received the inquiry and will get back to them as soon as possible if AM Lead needs more than 24 hours to review the issue and/or need to reach out to AM Support for assistance.

  3. AM Lead will update the status in the AM Task Tracker.

ACKNOWLEDGEMENT (Email Template)

Example Email:

Hello Dr. ___________

Thank you for your inquiry. I am reviewing your inquiry about… and will get back to you as soon as possible.

Thank you, Anthea

  • Tickets

  1. Main Support will respond to the ticket to advise that the dedicated AM Manager will respond to the practice.

  2. Main Support will transfer the Ticket to the assigned AM Manager.

  3. AM Manager will respond to the practice via the ticket and/or send an email to the practice.

  4. AM Manager is responsible for updating the ticket with the appropriate resolution.

  5. AM Lead will update the status in the AM Task Tracker.

  • URGENT CONCERNS can also be handled by the AM Team.

***In the event AM Managers received the Urgent Concerns(Blockers) directly, AM needs to address it.

Admin & FD - BLOCKER

  1. Password Reset.

  2. Unable to access the system (permissions, user restrictions related issues).

  3. Practice System Error - Insufficient_Privileges (unable to access specific area in the system).

  4. Practice System Error - Invalid_Form_Submission (unable to search for a patient account).

  5. Today's Appointment List is blank (unable to check in patients).

  6. Cannot Add Appointments.

  7. Unable to log in or join the webinar.

  8. WRS System Wide Issues.

Clinical - BLOCKER

  1. Cannot add current medication/prescription

  2. Cannot print/fax/send prescription (e.g. button/page not loading, token not working, incorrect/invalid password, no permission, cannot select/find pharmacy, etc.)

  3. Cannot receive refill requests from pharmacy

  4. Pharmacy not receiving prescription

  5. Need/remove access from the Permission Tab

Billing - BLOCKER (to be added)

_______________________________________________________________________________________

OTHER PROCESSES
TRAINING REQUESTS

  • EHR Training1. AM Lead to inform the practice about our Free Webinars and Free User Guides.

    1. AM Lead will check vTiger if practice has paid training hours left if they insist on one-on-one training.* With paid hours left - send an email to training@wrshealth.com to request for training schedule. Indicate the topic and domain.

      • No paid hours left - inform practice about the training fee. *

        We sell our training in blocks of 4 hours (remaining hours can be banked for future use).

        • The fee for 4 hours is $540.00. Can we proceed with charging the card on file?

        • Once paid we can arrange training dates and time.

        • Please confirm.

    2. If practice agrees to pay for training - Send an email to Finance to charge the practice.

    3. Send an email to training@wrshealth.com to request for training schedule once payment is confirmed. Indicate the topic and domain.

  • MIPS Assistance (Training)

MIPS is outside the scope of regular support, therefore, any QM or PI measure workflow inquiries and training requests will fall under MIPS Assistance and will be charged. Free support includes training on how to run reports, where to find guides, etc. MIPS Training is sold in 30-minute blocks for a fee of $250.00/block.

  1. AM Lead to inform the practice about the training fee.
  2. If practice agrees to pay for training.
    • Send an email to Finance to charge the practice.
    • Send an email to mips_services@wrshealth.com to request for training schedule once payment is confirmed. Indicate the topic (measure ID/name).
  • MIPS Attestation Assistance

AM Lead to inform the practice about the fee ($450/attesting provider)

  1. AM Lead to inform the practice about the training fee.
  2. If practice agrees to pay for training.
    • Send an email to Finance to charge the practice.
    • Send an email to mips_services@wrshealth.com to request for training schedule once payment is confirmed. Indicate the topic (measure ID/name).

  • ENHANCEMENT REQUESTS

  1. AM Lead to inform Cassandra Lauresta (Front Desk Enhancement), Anthea Sapon (Billing Enhancement), Clarisse Sy (Clinical Enhancement) about possible enhancement requests for review.

  2. Cassandra, Anthea, Clarisse will review the request and determine if there is a work-around before sending the enhancement request to Patti for approval.

  • If Approved - Cass/Anthea/Clarisse will create a JIRA ticket and will advise AM Lead.

  • If Not Approved - Cass/Anthea/Clarisse will inform AM Lead of the reason as to why request is not approved and provide a work-around and/or response on what to advise the practice.

  • ESCALA