Overview: Our aim is to deliver high quality support and follow protocols that meet expectations. The table below should be used to ensure ALIS Support expectations are set clearly and we are taking the appropriate actions in response to the typical requests that we receive.
Key Roles:
Account Owner - Has access to approve ALL settings, actions, and requests across ALL aspects of the ALIS software
Clinical Super User - Has access to approve ALL settings, actions, and requests for Clinical aspects (Care, Medications, Residents, Incidents, Observations) of the ALIS software.
Billing Super User - Has access to approve ALL settings, actions, and requests for Billing aspects (ALIS Pay, GL, Billing Settings) of the ALIS software
Sales Super User - Has access to approve ALL settings, actions, and requests for Sales aspects (Prospects, Floor Plan, Occupancy) of the ALIS software
Clinical Admin - Has access to approve SOME settings, actions, and requests for Clinical aspects (Care, Medications, Residents, Incidents, Observations) of the ALIS software.
Billing Admin - Has access to approve SOME settings, actions, and requests for Billing aspects (ALIS Pay, GL, Billing Settings) of the ALIS software
Sales Admin - Has access to approve SOME settings, actions, and requests for Sales aspects (Prospects, Floor Plan, Occupancy) of the ALIS software
Key ALIS Actions:
No approval necessary: - These requests can be made by any staff member that does not require approval. (Example - Assistance with creating an invoice for a newly moved in resident.)
Approval necessary: These requests can be fulfilled by ALIS Support from any staff member with approval from an Admin, Head, or Super User. (Example - Resident move in needs to be reverted because they were moved in by mistake.)
Never - with exception: These requests can be fulfilled by ALIS Support only if the request is directly sent from an identified Head or Super User. (Example - Updating GL Account Numbers in Billing settings.)
Never: These requests will never be completed by ALIS Support, regardless of who is requesting the change. (Example - Changing a Staff member's Security Role or changing medical charting records.)
ALIS Roles:
| ALIS Role | Job Role | Name | Contact Information |
| Account Owners | Presidents, Vice Presidents, Directors |
|
|
| Clinical Super User | Regional Director of Nursing | ||
|
Billing Super User |
Controller, Accountant | ||
|
Sales Super User |
Director of Sales/Marketing | ||
| Clinical Admin | Executive Director | ||
| Billing Admin | Executive Director | ||
| Sales Admin | Sales Manager |
| Module | Request | Action | Approval Role |
| Account | Deleting Records | Never - With Exception | Account Owner |
| Account | New feature requests | Approval Necessary | Account Owner, Billing Super User, Clinical Super User, Sales Super User |
| Account | Enhancement request | No Approval Necessary | N/A |
| Billing | Billing Settings Changes | Approval Necessary | Account Owner, Billing Super User, Billing Admin |
| Billing | ALIS Pay Void or Refund | Never | Action must be completed by community |
| Billing | Opening GL Period | Never | Action must be completed by community |
| Billing | Adjusting Resident Billing (charges, credits, recurring charges) | Approval Necessary | Action must be completed by community |
| Clinical | Clinical Settings Changes | Approval Necessary | Account Owner, Clinical Super User, Clinical Admin |
| Clinical | Resetting Care or Medical Records | Never | Action must be completed by community |
| Clinical | Resident Evaluation or Service Plan Adjustments | Approval Necessary | Account Owner, Clinical Super User |
| Clinical | Drug Count Adjustments | Never | Action must be completed by community |
| Clinical | Adding or Discontinuing Medication Records | Never | Action must be completed by community |
| Clinical | Resident Transfers | Never | Action must be completed by community |
| Occupancy | Moving in/Moving Out a resident | Never | Action must be completed by community |
| Occupancy | Room Assignment Adjustments | Approval Necessary | Account Owner, Sales Super User, Sales Admin |
| Occupancy | Floor Plan Changes | Never - With Exception | Account Owner, Sales Super User, Sales Admin |
| Staff | Staff Security Role Changes | Never - With Exception | Account Owner, Billing Super User, Clinical Super User, Sales Super User |
| Staff | Resetting password | No Approval Necessary | Action can be completed by ALIS Support |
| Staff | Adding a new staff member | Never | Action must be completed by community |
| Staff | Updating Security Role Permissions | Approval Necessary |
Account Owner |
| Out of Scope Items | Example |
| Reprocessing Pharmacy Orders | Staff dismisses a message from the pharmacy, ALIS Support generally reprocesses these orders by request on the back end. |
| ALIS Pay Assistance | ALIS Manages the relationship between payment processor vendor and the community. We typically escalate any issues directly to the vendor if users are running into any issues. |
| Integrations Assistance | Staff reaches out with a WelcomeHome integration issue, or an issue that is the result of the WelcomeHome integration. ALIS Support will escalate internally, but should action be taken to clear up issue (birthdates being changed in ALIS by WelcomeHome incorrectly) will contact WelcomeHome. |
| Company Policy | Staff reaches out and asks ALIS Support "What do other communities generally do in this scenario?" |
| ALIS Support unblocking potential issue with workaround | Generally, ALIS Support will attempt to unblock a potential issue if the staff is unable to unblock themselves. What is the limit to which ALIS Support can go to unblock the issue? |
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