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 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 the Security Role for a Staff member or changing medical charting records
Frontier Key Contacts:
ALF team - ALISHelp@alfsoftwaresolutions.com
Head of Operations/Billing - Wendy Souders: wendys@frontiermgmt.com
Head of Clinical - Rex Bell: rexb@wearecobridge.com
Waxman Main Contact - Jean Prevedel: jean@waxmanassociates.com
| ALIS Role | Frontier Role | Name | Contact Information |
| Account Owners | ALF Team | ALISHelp@alfsoftwaresolutions.com |
|
| Clinical Super User | Rex Bell | rexb@wearecobridge.com | |
|
Billing Super User |
Waxman | jean@waxmanassociates.com | |
|
Sales Super User |
Shane Stricker | Shanes@frontiermgmt.com | |
| Clinical Admin | Health Services Director | ||
| Billing Admin | Executive Director | ||
| Sales Admin | Executive Director |
| Module | Request | Action | Approval Role |
| Account | Deleting Records | Never | Action must be completed by Frontier |
| Account | New feature requests | Approval Necessary | ALF Team |
| Account | Enhancement request | Approval Necessary | ALF Team |
| Billing | Billing Settings Changes | Approval Necessary | ALF Team |
| Billing | ALIS Pay Void or Refund | Never | Action must be completed by Frontier or Waxman |
| Billing | Opening GL Period | Never | Action must be completed by Waxman |
| Billing | Adjusting Resident Billing (charges, credits, recurring charges) | Approval Necessary | ALF Team & Wendy Souders |
| Clinical | Clinical Settings Changes | Approval Necessary | ALF Team & Rex Bell |
| Clinical | Resetting Care or Medical Records | Never | Action must be completed by Frontier |
| Clinical | Resident Evaluation or Service Plan Adjustments | Approval Necessary | Action must be completed by Frontier |
| Clinical | Drug Count Adjustments | Never | Action must be completed by Frontier |
| Clinical | Adding or Discontinuing Medication Records | Never | Action must be completed by Frontier |
| Clinical | Resident Transfers | Never | Action must be completed by Frontier |
| Occupancy | Moving in/Moving Out a resident | Never | Action must be completed by Frontier |
| Occupancy | Room Assignment Adjustments | Never | Action must be completed by Frontier |
| Occupancy | Floor Plan Changes | Never - With Exception | ALF Team & Wendy Souders |
| Staff | Staff Security Role Changes | Never | Action must be completed by Frontier |
| 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 Frontier |
| Staff | Updating Security Role Permissions | Never - With Exception |
ALF Team |
| 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 ProfitStars and the community. We typically escalate any issues directly to Profit Stars if users are running into any issues |
| Integrations Assistance | Staff reaches out with a Welcome Home integration issue, or an issue that is the result of the Welcome Home integration. ALIS Support will escalate internally, but should action be taken to clear up issue (birthdates being changed in ALIS by WelcomeHome Incorrectly). |
| 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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