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Clinical Partner Communication

Clinical Partner Communication

Assigned To: Sarah Dungan, Dan Tietz, Jessica Myers, Trent Scipio, Carly Cavagnoli, Sam Gilkey, Chris Lofton

Category: Clinical Partner Life Cycle

Department: Business Development, Campus Manager, Program Manager

SOP Rule: Trigger

Status: Approved by CEO and Implemented

Purpose

This SOP outlines clear guidelines for communication with clinical partners to ensure strong relationships, effective coordination, and alignment on expectations and responsibilities.

Scope

This applies to all interactions with clinical partners including onboarding, ongoing communication, issue resolution, and program changes.

Definitions

  • Clinical Partner: Healthcare practice hosting students.
  • Point of Contact (POC): Main partner representative.
  • Escalation: Issues requiring Business Development or Program Manager intervention.
  • School Issues Tracker: System for tracking partner concerns.

Responsibilities

  • Business Development: Partner onboarding, contracts, escalations.
  • Campus Manager: Relationship management and ongoing communication.
  • Program Manager: Support, consistency, and escalation management.

Procedure

Special Considerations (Complaints / Negative Surveys)

  • Respond immediately and de-escalate concerns
  • Gather full context and documentation
  • Validate both sides of the situation
  • Escalate financial issues to leadership
  • Escalate legal threats to legal@zollege.com
  • Document in School Issues Form and tracker
  • Resolution SLA: 24 hours

Step 1: Partner Communication for New Schools

  • Owner: Business Development
  • Maintain contact during approval process
  • Introduce Campus Manager
  • Coordinate expectations and launch plan

Step 2: Coordinate School Launch Plan

  • Owner: Campus Manager
  • Confirm setup timeline and logistics
  • Review office requirements and access
  • Coordinate training and supply setup

Step 3: Ongoing Communication

  • Owner: Campus Manager
  • Monthly partner communication
  • Manage schedules, enrollment updates
  • Maintain office logistics and expectations
  • Resolve student and instructor concerns

Step 4: Escalations

  • Owner: Business Development
  • Handle contracts, payments, conflicts
  • Manage program changes and terminations
  • Use School Issues Tracker for recurring issues

Step 5: Trigger Events

  • Staff Changes: Notify partners and ensure smooth transition
  • School Termination / Move: Follow formal documentation and coordination process
  • Program Changes: Communicate updates and adjust agreements
  • Ownership Changes: Re-establish agreements

Communication Guidelines

  • Maintain professional and respectful tone
  • Be proactive and responsive
  • Focus on solutions
  • Document all communications
  • Use consistent email and call processes

Tools and Resources

  • Clinical Partner Communication Guidelines
  • School Issues Tracker
  • School Issues Form
  • Smartsheet (School Ops Management)

Revision History

  • 1st Version: 04/17/25
  • 2nd Version: TBD
  • 3rd Version: TBD