Service Standards

Every account is supported by a defined team:

• Primary MVA. Handles day to day task execution on the account, follows the signed Standard Operating Procedure, and documents every patient contact.
• Team Lead. Owns quality, scope questions, sample review, escalation oversight, and the client relationship on performance matters.
• Backup MVA. Trained on the same account and SOP, and activated for continuity when the Primary MVA is unavailable.

All patient-facing interactions run on language the client has approved in writing. Personnel record patient responses verbatim without interpretation. Anything that falls outside the approved script stops and is escalated rather than answered.

Clients set escalation triggers in advance. Our personnel apply the routing rule as written rather than evaluating the clinical meaning of a patient's answer.

• Every patient contact is documented in the same shift, with date, time, participants, and outcome.
• Patient statements are recorded in the patient's own words where clinically relevant. Our personnel do not summarize or characterize symptoms.
• Every escalation is logged with the time raised, the person notified, the channel used, and the response received.
• Draft clinical documentation is marked as draft and routed for provider review, amendment, and signature. It is never finalized by our personnel.

• Weekly Team Lead sample review of account work, with documented findings.
• Any error affecting a patient, a claim, or a record is reported to the client within one business day, together with the correction and the preventive step taken.
• Client feedback is routed through the Team Lead and reflected in an updated SOP where it changes standing practice.
• The SOP is reviewed with the client at least quarterly, and immediately on any change of scope.

Backup coverage is triggered by absence, approved leave, or sustained volume beyond scheduled capacity. We operate a continuity focused backup model, with replacement support subject to client cooperation and account status.

• Day to day matters go to the Primary MVA.
• Quality and performance matters go to the Team Lead.
• Scope questions go to the Team Lead before a task is assigned.
• Urgent or clinical matters are never queued and are routed immediately under the Escalation Protocol.
• Security concerns go to the secure line at 813-591-5661.