HEALTH CHECKS

Created by Medz Polestico, Modified on Thu, 19 Sep, 2024 at 10:08 AM by Medz Polestico

updated as of July 20, 2024

OBJECTIVE To be able to establish rapport and great working relationship with both client an remote contractor and forecast any possible concerns or issues that may arise in the future.

Health check schedule	Scope	Objective	Actions to be taken by CRE
1st Day of RC	Training, tools/resources, first impression on the task, teammates and work culture	To get your foot in the door	Send a precise email to check-in with both RC and client/POC
After 1 week	Training progress/pacing, resources, responsiveness	Check if there are any hiccups encountered during training	Set up a 10-15 minutes Zoom call with both parties
After 2 weeks	Training progress, any feedback or concern, road blocks	Get a clear overview of where things are at and if both parties are extremely happy with the progression.	Send a feedback form (will be made available after review with BI)
After 1 month	Overall feedback about training outcome, reliability and commitment, PIP if applicable	Temperature check if things are working according to plan making sure CRE is able to pick up any red flags and help the client with any road blocks.	Set up a Zoom call with both RC and client
Recurring (monthly)	General health check	Constantly understand how both RC and client are feeling towards work/tasks, schedule, tools, work environment, clients, RS and with their CRE.	Can be via Zoom/CloudTalk, Skype or email

Important things to remember

Health checks can be in any form provided that there is substantial information gathered from every check-in making sure that the CRE can detect any red flags from either client or RC.
.We have the guides below but CREs can fully customize their Health Check approach or strategies based on what they see as effective and relevant for the clients and RCs they are supporting
Minutes of the Meeting should be sent after health checks done via call (Zoom, Skype or CloudTalk)

What CREs need to do and cover during health checks?.

I. CRE to strictly follow the suggested health check schedule making sure that they are on top of the relationship from the beginning until it flourishes. Please see the table above for your reference.

II. Set up your booking link. Alternatively, you can set up a specific date and time for your monthly health checks so that your client and RC can be used to it and will make it a habit to meet with you on that particular day of the month.

III. What are the topics to discuss during health checks? CRE should create their own health check flow based on their previous meeting with the RC or client. For first health checks that happens on the first day of the contract, you can send an email similar to the sample below.

III. Please make sure to document everything on Fresh Desk. Please use the Tag Customer Care on the FD Ticket. If the health check was done via call, minutes of the meeting should be sent by CRE to client via FD. Please add the recording link as a note on the said ticket as an addition reference. If it was via Skype or Zoom chat, please add the screen shots of the entire convo on the notes section and provide an overview of the topics discussed with either the RC or client.

PS. No need to add this as a note on the portal.

Frequently Asked Questions

1. For client feedback, where should I add my notes?

Everything should be added via Fresh Desk and CRE should always use the TAG 'Customer Care'. If it's a request from a client for a specific arrangement on invoice/communication preference, you can add this to their client profile on Bullhorn or as a NOTE on the portal.

2. My RC/client wants to have the conversation off the record. What should I do?

We always value the preference of the customers we're servicing thus, if they have requested to not record the conversation you can actually do so. In the interest of documenting everything that may affect the health of our contracts, you are required to document everything on the portal. Please label your note as Customer Care as shown below.