Purpose:
This SOP defines the QA and coaching standards required of Clinical Support Preceptors during the two-week nesting period. It ensures timely and structured performance documentation, real-time coaching, corrective feedback, and quality oversight using the Nesting QA tools.
Scope:
This SOP applies to all designated preceptors responsible for observing, scoring, coaching, and documenting the performance of Clinical Support Specialists during the nesting phase. It governs expectations for form submission, interaction timing, audit feedback, and escalation thresholds.
Responsibility:
Preceptors Are Responsible For:
- Observing a minimum of:
- 5 live calls per agent, per day
- 4 end-to-end audits per agent, per day
- Documenting all observations using the Trainee Observation Form – Nesting Phase immediately after each interaction
- Scoring each interaction using:
- Error Score (0–5): Based on critical risk checkpoints
- Iteration Score (0–12): Based on tone, SOP adherence, documentation, and resolution
- Coaching after every live call, and after end-to-end audits once the agent is free
- Using the Counseling Tracker to record coaching, repeated issues, agent responses, and resolution
- Verifying all corrections to audit-related discrepancies before closure
- Escalating same-day any issues related to safety, HIPAA violations, or uncorrected critical errors
Procedures:
Performance Evaluation
- Use the QA Grading Grid to calculate a total score (0–17):
- Error Score (0–5)
- Iteration Score (0–12)
- Scores map to performance bands:
- 15–17 = Outstanding
- 13–14 = Strong
- 10–12 = On Track
- 7–9 = Needs Support
- 0–6 = At Risk
- Preceptors must log each interaction (live call or E2E audit) in the Trainee Observation Form immediately after observation
- Data is automatically fed into the QA dashboard (Form Responses 1 tab)
Real-Time Documentation Protocol
- All observations must be submitted in real time—not in batch at end-of-day
- Preceptors must:
- Use the designated Google Form to log each interaction
- Ensure all fields are completed accurately
- Avoid retroactive form entries unless approved
- Because the form is linked to the dashboard, no additional documents or files are required
- File uploads and naming conventions are not applicable
Coaching & Audit Correction Expectations
- Live Calls:
- Coaching must be delivered immediately following each live call
- Coaching must address scoring-related issues (tone, SOP gaps, closure issues, documentation)
- End-to-End Audits:
- Coaching must occur as soon as the agent is free from calls
- Preceptors must:
- Communicate all discrepancies to the trainee the same day
- Ensure the trainee corrects the issue
- Personally verify the correction was made (e.g., by checking the updated documentation or ticket)
- Counseling Tracker must be used to record:
- The issue
- Whether it was repeated
- The trainee’s response
- Whether the feedback was applied and correction verified
- Failure to correct or apply feedback may trigger escalation under Section 4.4
Escalation Protocol
Preceptors must escalate the following to the QA Program Owner or Ops Manager immediately (w/in the hour of incident):
| Trigger | Escalation Required |
| Critical Error / PHI Violation | Required |
| Repeated non-responsiveness or SOP violations | Required |
| Agent receives 0–6 (At Risk) scores across 2 or more interactions in a day | Required |
| Audit errors uncorrected after preceptor feedback | Required |
Escalation includes:
- Agent name
- Summary of the issue
- Action already taken
- Recommended next step or support needed
REVISION HISTORY
| Version | Author | Date | Description of Changes |
| 1.0 | Elisha Rhodes | 03/25/25 | Initial |