Accreditation Specialist and Customer Engagement Call Coverage

This SOP will outline the process for when Customer Engagement needs the support of the Accreditation Specialist team for phone coverage.

Responsibility: 

Both Customer Engagement and the Accreditation team have a responsibility to ensure that our members are able to contact the association reliably by phone. At times, the Customer Engagement team will need support from accreditation specialists to help cover the phones and ensure our member experience is upheld.  

Procedures:  

1. Customer Engagement will notify the Accreditation Specialist Manager and Director of Accreditation when coverage is needed.  

1. Both teams will work together to ensure the dates of coverage and availability of the AS team.  

1. All accreditation specialists will be marked as “Active” on the AAHA Customer Engagement Call Center during times of coverage.  

1. Specialists will be asked to use the “Status” options during this time to mark if they are on lunch, in a meeting, etc. to ensure that communication and coverage is adequate.  
   
   

1. If there is a situation that requires Customer Engagement follow up, the specialist who took the call is to send a detailed email to aaha@aaha.org to create a ticket in Hubspot.  

1. The Customer Engagement team will then follow up as needed.  

** Please note that this step can be modified/changed if and when the Accreditation Team begins utilizing Hubspot.**  

1. Once coverage has been completed, the Customer Engagement team and the Accreditation Specialist Manager will ensure that the accreditation specialists have been marked as “Inactive” in the Call Center.  

If you have any feedback on this article, we would greatly appreciate it if you could send it to liana.jensen@aaha.com.