12 Automation Steps to Improve Your Digital Service Agreements Process
When welcoming new participants and clients into your healthcare practice, it’s crucial to make a great first impression and ensure efficiency. One of the key steps is getting new clients to sign a service agreement. This formalises the work engagement and sets the stage for providing the best service possible. Below is a digital version of this process, which can be easily adapted to physical documents. It’s also important to handle data privacy correctly, ensuring that authorised personnel or compliant software manage the data.
The Service Agreement Process
On service agreement approval there are usually various departments involved, including clinical, marketing, compliance, and finance and there are different tools used by these departments. To ensure the right information reaches each department, we need automation and integration.
Here are twelve essential automation steps for the service agreement process:
1. Admin Copy: Once the participant signs the digital agreement, a PDF copy is emailed to the operations department. They confirm the services with the workforce, upload the PDF to the CRM, formalise bookings, and initiate onboarding.
2. Client and Participant Copy: After the client signs the contract, they should receive an email with the signed document for their records. This will help them to keep track of the service and have the document readily available for future reference.
3. Third-Party Email: A copy of the signed agreement is typically shared with third parties, such as the client’s family and support network, to ensure that they are informed. This is more common when the client is underage or under guardianship.
4. Funding Partner/Plan Manager Copy: When funding is managed by a third party, sending them a copy of the agreement helps secure and allocate funds to your services. This is usually done automatically when the service agreement is signed.
5. Marketing and Audience Tagging: Automating this process enables you to communicate with stakeholders in a specific and relevant manner. For instance, you can tailor communications to clients under 10 years old or those utilising a particular service in a specific location. This improves engagement by ensuring your messages are more relevant and enables you to efficiently target a segment of your audience, for operational or marketing purposes (remember to gain the client’s consent for this!)
6. Welcome Series: This is a series of 4 to 6 emails sent over the first two weeks to onboard new participants. It includes information on how to prepare for sessions, what to expect, and other useful details to help them get familiar with your business. We found that this type of communication is highly appreciated by clients and sets a good first impression.
7. Compliance Register and Participant Tracker: This automation helps track participants’ steps, document collection, key dates, support plan renewals, consent, and reports. This information is crucial for auditors and helps maintain compliance.
8. Privacy and Consents: Consent information is automatically added to the participant’s file in the CRM/Practice management software when a service agreement is signed. This ensures that consent data is readily available and well-organised.
9. Welcome Pack: When the service agreement is signed, an email containing a welcome pack is automatically sent to the client. This pack may include a welcome letter, a participant handbook, a feedback and complaints form, easy-to-read documentation, intake process information, and links to other helpful resources for example.
10. Documents Workflow: When a service agreement is signed, further document templates are automatically populated with the already collected data. This simplifies creating subsequent documents like support plans or risk assessments. Once completed, these documents are automatically attached to an email or uploaded to our CRM.
11. Notification About Key Dates: Automating reminders for key dates, such as NDIS plan end dates, report due dates, or support plan reviews, ensures that you stay on top of important deadlines and maintain client communication
12. Financial Information to Third-Party Software: If your CRM is not used for billing, mapping this information into your accounting software is vital. This automation ensures that invoices and payment reminders are sent to the correct recipients.
Conclusion
As you just read, there are many benefits to automating your digital communication.
Continuously improving these systems, can have a big impact on the quality of service and overall company success.
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Feel free to contact me at matteo@pixelcare.com.au for any feedback or if you’d like to chat about any of the above.
Thank you for reading!
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