On Boarding Process

On Boarding Development Folder in Google Drive: Link Here

Client Lead Management:

• Track every new lead in task management system
• First response by phone, email or DM within 4 hours of initial contact, or within 4 hours of start of next day if after hours (logged on ticket).
  • Set Status to "Lead Contact 1 Done"
• Second contact by another method 1-2 business days later (logged on ticket)
  • Set Status to "Lead Contact 2 Done"
• Third contact by email 5 business days later (logged on ticket)
• Postcard flyer mailed to address on file with IDFPR roster (logged on ticket) and ticket is marked "Task Completed"
• If client responds to contact, change Task Type to "Client OnBoarding" and proceed to "STEP 1" below.

(STEP 1) First Phone contact with new client (Director or Account Manager): Phone Interview Document

• Initial contact can be via phone, direct message or email, and should be completed within 4 hours of first message (starting the next business day if after hours).
• Second contact should be via a different channel, 24 hours later.
• Third contact should be one week later, and ticket can be marked as closed.

(STEP 2) First Meeting with Director: On Boarding Interview: Director Interview Document

• Scheduled via phone conference or in-person (25 mile radius)
  • Client chart started with On-Boarding Task List
• Should be scheduled during the initial phone interview, or within a 48-hour time frame of first call.
• On-Boarding Plan is created for the client outlining the overall plan, timeline and needs from the client. Presented in Step 3.

(STEP 3) Client On-Boarding Plan Review and Agreement Signing

• Completed On-Boarding Plan is reviewed with the client, and a "First Date of Service" date is agreed on.
• Service Agreement is Completed
• BAA is Executed and Completed
• Kareo Orientation Meeting is scheduled 2-4 weeks prior to launch date
• Final Resilience orientation is scheduled 1 week prior to launch date

(STEP 4) Client Account Setup

• New Practice Startup Form is completed and added to client chart
• Kareo account is created and set up using the New Practice Setup Form at least 1 week prior to the client's Kareo Orientation Meeting in Step 3
• Primary account team lead is assigned