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ATTACHMENT C: Sample Service Clinical Indicators

GREEN

Group YELLOW

Team RED

Click to

Go To Initiative Owner Status

Original Date

or Ongoing

Revised Date

(if required) Comment 1 Develop Service Promise Plans for

Targeted and Priority Customers BRM GREEN 11/1/2003

2 Establish Preferred Provider Contracts with

all Targeted Customers BRM GREEN 11/1/2003 3 Achieve Transport Targets for each area BRM GREEN 11/1/2003

4 Implement Customer Service Initiatives BRM GREEN 11/1/2003

5 Develop Target Facility Account Plans BRM GREEN 11/1/2003

2004 Operational Plan Initiative Summary

Southern Pacific Business Retention Team Business Retention Managers

All actions on-track for successful completion Problems exist that may cause slip or minor miss of target

Significant problems exist, substantial slip likely or overall target in jeopardy

GREEN YELLOW

RED

ID Date

Opened Key Action to Achieve Initiative Owner Status

Revised End Date

(if required)

Comment

11/18/2003 Identify Business Retention Plan

for all Territories

BRM/Director/Ops GREEN completed

11/18/2003 Identify Targeted Customers BRM/Director/Ops GREEN ongoing Business Retention Manager to identify the targeted accounts that will initially be contacted and negotiated. This list will change only after agreements are in place. Each area will determine the number of simultaneous negotiations are taking place. Names of clients placed here during negotiations process 11/18/2003 Current Internal Assessment of

Services:

BRM/Comm/PBS GREEN Include data on existing contract, level of service ICU, CCU, ALS, BLS etc, network provider structure, time on task, payor mix, utilization data, scheduling patterns, issues with Customer (PCS compliance), receivables

11/18/2003 Evaluate Data with Internal Org BRM/Comm/PBS/OPS GREEN

11/18/2003 Determine Customers to implement BRM/OPS/PBS/Comm

11/18/2003 Customer Needs Analysis BRM GREEN Gather Customer Needs, Validate Internal Data 11/18/2003 Develop Survey for client needs

analysis

BRM GREEN Diana has developed

11/18/2003 Develop Metrics and Reporting for customers

Comm Center/BDM GREEN

11/18/2003 Collect Survey Data BRM/Marketing Rep GREEN BRM assigns

11/18/2003 Validate Data with Senior Management

BRM/Customer GREEN

11/18/2003 Sign Service Promise Plans BRM GREEN VPO and Director Sign

11/18/2003 Implement Pilot Program to ensure process implementation

BRM/OPS/PBS/Comm GREEN Pilot with customer to ensure both internal and external processes support promise plan. SPP may be revised based upon tweaks 11/18/2003 Implement Service Promise Plan BRM/OPS

11/18/2003 In-Service Review BRM/Ops/Customer Users/AMR Internal 11/18/2003 Conduct Service Review with

Customer

BRM/OPS Manager/Marketing Rep GREEN ongoing Review Scorecards with customer. Timing is defined with customer

11/18/2003 Daily Compliance Review BRM/OPS/PBS/Comm GREEN ongoing

Click Here to GoTo Summary

On-target for completion on original (or approved revised) due date Possible slippage or missed target - revised due date proposed Significant slippage or missed target likely

Southern Pacific Business Retention Team

Develop Service Promise Plans for Targeted and Priority Customers

2004 Operational Plan Initiative Actions

Group: Initiative:

ATTACHMENT C: Sample Service Clinical Indicators

GREEN YELLOW

RED

ID Date

Opened Key Action to Achieve Initiative Owner Status

Original End Date or Ongoing Revised End Date (if required) Comment

11/18/2003 Identify Customers to develop

contract vehicle

BRM YELLOW Acute, SNF, Managed Care customers, Mix, to determine which accounts to contract 11/18/2003 Determine Payor Mix BRM/PBS GREEN

11/18/2003 Determine AT-Risk BRM/PBS YELLOW

11/18/2003 Determine control of Transports BRM GREEN

11/18/2003 Financial Pro-Forma developed BRM/Finance/Ops GREEN

11/18/2003 Develop Business Plan BRM/Dir Ops/Fin Resources identified and customer needs 11/18/2003 Review and Approve Business

Plan

VPO, VPAD,VP FIN,CEO, VPPBS

11/18/2003 Develop Contract Template BRM/Fin/Adm/Ops GREEN Legal Requirements determined based upon internal and external needs

11/18/2003 Develop Services and Pricing Exhibit BRM/OPS/Fin GREEN

11/18/2003 Internal In-Service BRM GREEN

11/18/2003 Contract Negotiated with client BRM GREEN

11/18/2003 Changes communicated to AMR BRM/VP adm GREEN

11/18/2003 Contract Signed BRM/Customer GREEN

11/18/2003 Conduct External In-Service BRM GREEN

11/18/2003 Contract Implemented Contract ADM GREEN

Significant slippage or missed target likely

2004 Operational Plan Initiative Actions

Group: Southern Pacific Business Retention Team On-target for completion on original (or approved revised) due date

Click Here to GoTo Summary

Initiative: Establish Preferred Provider Contracts with all Targeted Owner: Business Retention Managers

Possible slippage or missed target - revised due date proposed

GREEN YELLOW

RED

ID Date

Opened Key Action to Achieve Initiative Owner Status

Original End Date or Ongoing Revised End Date (if required) Comment 11/18/2003

Develop Transport Targets for

each facility BRM/OPS GREEN Ongoing 11/18/2003 Assess current trending BRM GREEN Ongoing 11/18/2003

Utilize formula to set Available

Transports BRM GREEN Ongoing

11/18/2003 Internal Buyoff BRM/OPS

11/18/2003 Inservice Internal resources BRM GREEN Ongoing 11/18/2003 Develop Metrics BRM GREEN Ongoing

11/18/2003 Account Plan Implementation BRM GREEN Ongoing See Initiative 5

GREEN Ongoing

GREEN Ongoing

Significant slippage or missed target likely

2004 Operational Plan Initiative Actions

Group: Southern Pacific Business Retention Team On-target for completion on original (or approved revised) due date

Click Here to GoTo Summary

Initiative: Achieve Transport Targets for each area Owner: Business Retention Managers

Possible slippage or missed target - revised due date proposed

GREEN YELLOW

RED

ID Date

Opened Key Action to Achieve Initiative Owner Status

Original End Date or Ongoing Revised End Date (if required) Comment 11/18/2003

Customer Satisfaction Survey

Developed Diana GREEN 11/1/2003

11/18/2003 Determine Sales Force Utilization Diana GREEN 25-Nov 11/18/2003 Develop Metrics GREEN Ongoing 11/18/2003 Review Results GREEN Ongoing 11/18/2003 Corective Action Plan Development Division Specific GREEN Ongoing 11/18/2003 Establish OGL by Division Division Specific GREEN

GREEN

11/18/2003 Training CES/BRM GREEN Ongoing 11/18/2003 Employee Orientation GREEN

11/18/2003 Mandatory Meeting Training GREEN

Significant slippage or missed target likely

2004 Operational Plan Initiative Actions

Group: Southern Pacific Business Retention Team On-target for completion on original (or approved revised) due date

Click Here to GoTo Summary

Initiative: Implement Customer Service Initiatives Owner: Business Retention Managers

ATTACHMENT C: Sample Service Clinical Indicators

GREEN YELLOW

RED

ID Date

Opened Key Action to Achieve Initiative Owner Status

Original End Date or Ongoing Revised End Date (if required) Comment

11/18/2003 Develop Transport Data by

Customer BRM/PBS GREEN

11/18/2003 Develop Service Mix GREEN

11/18/2003 Determine Census information BR GREEN This information will help drive type and payor mix

11/18/2003 Develop baseline BR GREEN Current Transport volume

11/18/2003 Validate Data with Customer BRM GREEN

11/18/2003 Assess Transport GAP BRM GREEN Business Gap is determined 11/18/2003 Assess Customer needs to grow

business BRM/MR GREEN

Meet with the customer to determine how we become preferred provider

11/18/2003 Assess and Develop Value

Proposition BRM GREEN Political, financial etc benefit

11/18/2003 Assess Organizational Alignment

with AMR BRM GREEN

11/18/2003 Build Account Plan/Strategy BRM/OPS GREEN

11/18/2003

Review with Internal resources BRM GREEN

Get local buyin with all internal resources to implement

11/18/2003 Education Initiatives BRM/MR GREEN

11/18/2003 Inservice to present capabilities GREEN GREEN

11/18/2003 Develop Service Recovery

Initiatives BRM/OPS/Fin/ GREEN Define if applicable

GREEN

11/18/2003 Positioning Initiatives BRM GREEN

11/18/2003 Define Positioning strategy GREEN

Possible slippage or missed target - revised due date proposed Significant slippage or missed target likely

2004 Operational Plan Initiative Actions

Group: Southern Pacific Business Retention Team On-target for completion on original (or approved revised) due date

Click Here to GoTo Summary

Initiative: Develop Target Facility Account Plans Owner: Business Retention Managers

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