Best Practices - How We Structure Our Support Teams
“In the long history of humankind (and animal kind, too) those who learned to collaborate and improvise most effectively have prevailed.”
This statement really helped frame how we structured the Support Teams for our Advanced, and Advanced + EM clients.
It’s incredibly important to establish a good relationship between our clients and their schedulers. This is where a Support Team gets to shine. Every Advanced, and Advanced + EM client has a Support Team that consists of the following three individuals:
With three people assigned to the needs of each of our clients, we know that we’ll be able to provide the best and most comprehensive support. While the three roles don’t all share the same responsibilities, there’s a good deal of overlap and redundancy in place to make sure someone is always ready to step up and provide top-level support to a client.
Below is a further breakdown of the actual roles.
From this graphic, you can see a clear divide between who is involved with the client-facing aspect of support and who is playing a more behind-the-scenes role.
The Lead works closely with the client and MetricAid scheduling team to ensure that scheduling needs and strategic goals are being met.
The Primary builds and manages site schedules based on user preferences and the predetermined set of rules as outlined by the client. They will work closely with site chiefs, admin users and the physician team to manage the schedule and day-to-day needs.
The Secondary is available to provide added support and is familiar with the client roster, their rules, goals and expectations. The Secondary scheduler will assist the Primary with schedule builds, audits, and will be available for added coverage to ensure that your team is always cared for by someone familiar with their portfolio.
We believe this separation of responsibilities allows for a more robust and collectively exhaustive approach to schedule creation and support for our clients.
For more information and to learn about your scheduling team, please feel free to contact support@metricaid.com.
