Shift Lead

Whoever is assigned in WhenIWork to be Shift Lead will take action on the following items :

• Setting Roles at the top of the hour in #cs-volumes-and-roles

  • When setting roles, filling slots in (considering volume) in this order may help

    • Kustomer > Has Bids > Inbound Connect > VM > New Patient Outreach > Open Patients > Incompletable List > eFax

    • Incompleteable list and eFax roles are nighttime only roles. With additional capacity in the daytime hours, we should prioritize patient calling outreach (VM/New Patient Outreach/Open Patients) and leave nighttime only roles for times when we cannot contact patients.

• Adjusting Roles as volume fluctuates throughout their lead shift

  • When adjusting roles, post the adjustments in the thread where the roles for that hour were originally posted and tag the affected individual.

  • The shift lead should also self-assign what they are working on.

• Assisting with questions that are posted in the #actually channels

• Posting volume metrics in #cs-volumes-and-roles

  • Click here for volume metrics guides and links.

Using the WhenIWork schedule and individuals labeled as "available", we will set roles. We should always have :

• At least 1 stateside member in Kustomer

  • This is typically Kelsey, Khi, and Ryan.

  • Our Philippine team members (Ian and Enzo, primarily) can be assigned to the VA Scheduling Kustomer Queue and to Wellness Ticketing if VA Scheduling is low.

• At least 1 stateside member in Inbound Connect (10a-7p EST)

  • This is typically Avery, Erika, Stefanie, or Emma (daytime) and Chastity, Jazmia, and Stephanie (nighttime)

• 1 individual working on has-bids/bookings fulfillment.

  • This is typically Yoncy or Krisha if they are available; otherwise, this is a good position for the lead to self-assign.

• At least 1 stateside member working on voicemails (10a-7p local)

  • This is typically Emma.

If the above is met, and volume is acceptable, we should assign out to the following tasks :

• Open Patient Fulfillment

  • This is typically Avery and Erika, supported by Yoncy and Krisha.

  • This will often be scheduled in WhenIWork as Open Patient, NOT as "available."

• Incompleteable List (Evenings)

  • Stateside (HSRM req.)

• eFax Processing (Evenings)

  • Stateside (HSRM req.)

• Voicemail Cleanup (Evenings)