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Adding New Users & Editing Existing Users; OPs

🎯 Purpose

This SOP outlines the process for handling requests to add new users and update existing user information in SamaCare. It provides a standardized workflow for validating requests and routing them to the appropriate Practice Administrator or Customer Success Manager (when applicable) to ensure user records are created or updated accurately and consistently. Following this SOP helps maintain accurate user information, supports efficient request handling, and ensures requests are completed through the appropriate process.

🔍 Scope

This process is relevant to all Operations agents who receive requests from practices to add new users or update existing users information, such as email, phone, name, permissions, etc.

⚙️ Process

  1. Verify Requester Identity
    1. Requests to add or update users may be received via chat or email to our CRM.
    2. Before proceeding, verify that the following requester information is available:
      • Requester's full name
      • Requester's email address
      • Practice name (as listed in SamaCare)
    3. If the request is received via chat, the chatbot will typically collect this information before routing the conversation.
    4. If the request is received via email, verify that the required information is available in the ticket details.
    5. If any required information is missing, obtain it before proceeding.
  2. Direct to Practice Administrator
    1. Inform the requester that Practice Admins are responsible for adding and updating user information in SamaCare.
    2. Provide the name(s) of their Practice Admin(s) and direct the requester to contact them.
    3. If the user pushes back because the Practice Admin is unavailable or unable to complete the request, continue to Steps 3 and 4.
      1. If the Practice Administrator is unfamiliar with how to add or edit users, notify their CSM so they can provide guidance and training to the practice.
  3. Handle Requester Pushback
    1. If the request was received via chat, convert it to an email and include all required details for the user whose information is being added or updated before forwarding the request to practice@samacare.com.
    2. If the request was received via email, forward it to practice@samacare.com.
      1. The subject line should read: Request to Add/Edit User
      2. cc’ Chasity Williams
      3. Edit the body of the email using the “Add/Edit Users” canned response.

💡The following information is required for any new users being added :

  • The user’s full name
  • The user’s email address
  • The user’s phone number (and ext if applicable)
  • User role (admin vs. non-admin)

   4. Notify the CSM in Slack

💡The notification is only required if the request was forwarded to the CS team.

  • In the #biz-ops Slack channel, tag the assigned CSM and notify them that an Add/Edit User request has been forwarded to practice@samacare.com This helps ensure the request is acknowledged and processed promptly.