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TITLE Processing Accolades EFFECTIVE DATE:

WRITTEN BY: Melissa McHugh DATE:

REVIEWED/RENEWED BY: Melissa McHugh DATE: XXX

APPROVED BY: Management DATE: XXX

DISTRIBUTION

Support Team

PURPOSE

An accolade is any communication praising our company, made to any employee by any client.Employees in the home offices follow a policy for collecting these and delivering them as onlineimages to a central Inbox that that is monitored weekly.

Note:The collection of accolades is documented separately in the Collecting Accoladespolicy.

This processing policy ensures that the collected accolades are properly converted to marketingcommunications. Sales management will approve the best accolades, and a support specialist willprocess them using the following procedure.

POLICY

Support Specialist

The support specialists will:

Monitor the central email Inbox where patient accolades are emailed and the collection binsin house where employees deposit mailed accolades.

Process the selected accolades into a template, printed on the designated paper and laminated.These are then mailed out to the client. The account manager will also receive a digital copy.

Monitor and report on the resulting client activity.In order to comply with HIPAA regulations, accolades are not to be used or shown to anyone other

than the client and account manager without a signed media release.

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PROCEDURE

The support specialist follows these steps:

Selecting accolade s for Processing

1. Each Friday, collect accolades from the collection bins and review theaccolade@companyemail.cominbox.a) If the accolade was received via email, edit the subject line of the email to describe the

accolade it contains (client name), close the email and then move it to the accolade folder forfuture use.

This folder can be found at Public\Marketing\Client Accoladesb) If the Accolade was received via mail, scan the document and save it in the Accolades

folder under the client name.

This folder can be found at Public\Marketing\Client Accolades\!Accolade Imagesc) If the accolade was received via the Mindshare Survey Site , a supervisor will send thisaccolade to the Accolades Inbox and will be treated the same as emailed accolades.

2. Select the best accolades for publishing.3. Obtain your managers approval for the selections.4. Use a screen capture utility (e.g., Snag-it) to make the accolade presentable. Place in pre-created

template.

5. Update database (on Public drive) with appropriate information and fields.6. Merge client letter in accordance with database information.7. Print the accolade document, using preprinted accolade paper in the printer.8. Laminate the accolade document only.9. Send the patient the thank you letter from the CEO in a business reply envelope. Please print the

address directly onto the envelope- no labels.

10.In large white folder send the thank you letter as well as the finished, laminated accolade. Mergethe clients contact/address onto our corporate label, and affix the label with the folder lyinghorizontally (landscaped.)

11.Send assigned Account Manager the canned email, along with one PDF attachment with thefollowing:

Client letter Copy of actual accolade Letter to patient

12.Monitor the referral activity for the referral source for four weeks after the mailing, and reportthe results to the Sales Manager and account manager in accolade database on public drive.

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REVISION HISTORY

Date Created: XXX

Date Modified Description of modification(s) made since last version