Program Management – Program management is a key component of Heart Watch 2 delivery. The account executive – Program Manager – will be the principle point of contact and will work with clients, program partners, and Heart Watch 2 sales during the discovery period. During this time the definitions of program objectives and deliver are clarified.
The Program Manager will coordinate this information with all internal Heart Watch 2 departments e.g. regulatory, quality assurance, staffing, procurement, shipping, accounting, data management etc. to ensure quality delivery and a rewarding participant experience.
Minimum lead time for program delivery is 60 days after execution of SOW with all program elements defined.
Single Station Set Up – Single station models provide a good participant experience. Depending on the test menu the participant is tested and counseled in 10-12 minutes. Therefore one station will process 5-6 participants per hour. The number of stations is dictated by the expected throughput.
Multi-Station Set Up – A multi-station model is used when dictated by the schedule, expected throughput or inability to schedule participation. The multi-station model is more flexible to absorb an influx of participants. This strategically is commonly used in health system programs and manufacturing sites.
Screening Time – The typical screening event is completed in 12-15 minutes. These time studies included the time that a person leaves the registration area until they complete the consultation session. Changes to program flow or longer consultation criteria may affect this average.
Walk-Ins – Most biometric programs include online scheduling with an allowance for walk-ins. The typical process is to allocate a portion of the available slots for non-scheduled participants. These appointment times are blocked so they are not available to employees when they access the scheduling system.
The allocation of slots for walk-ins are typically site-specific and is affected by the type of facility, e.g. manufacturing, clinical or standard business environment. Corporate culture will play a role as well as the estimated volume and program length. This determination is part of the pre-program planning with the client contact.
The protocol for processing walk-ins is the following:
• Scheduled participants take priority over walk-ins.
• Walk-ins will be tested if the activity will not compromise a pre-scheduled appointment.
• If there is no immediate availability, the walk-in participant will be advised of the next available slot. Upon acceptance of that slot, the participant will become a “scheduled appointment”.
• If walk-ins cannot be worked into the schedule for any single event they will be advised of other scheduled events and other testing options (if applicable).
Privacy Screens – Heart Watch 2 provides one privacy screen per testing staff.
Minimum Guarantee Billing – The minimum guarantee will be set at 90% of the volume projected by the client
• The calculated minimum will not be less than 30 participants for a four-hour program.
• Testing programs will be 4 consecutive hours or longer. Program length will affect minimums.
• Staffing levels and throughput will be set by Heart Watch 2. Client requests for additional staff and/or more time than is determined necessary by Heart Watch 2 will affect the guaranteed minimum volume.
Cut off Timeframe for Expected Participation – Final expected participation for each event will be confirmed no later than 10 business days prior to the event.
Small Site Fees – special pricing can be established when a screening event is projected to have less than 30 participants. Small program pricing must be done in advance and must be part of the executed SOW. Small site fees will combine a site fee plus a per person fees. Minimum volume guarantees are not part of a small site fee.
Permit and Regulatory Fees – Fees related to permits and staff will be passed through for programs where there is a fee for a specific event (e.g. site permit fee). Programs in the state of Nevada will incur additional fees for regulatory compliance.
Travel Fees – Additional travel expenses may be incurred for events of more than 40 miles roundtrip outside of a major metropolitan area (defined as a population of 100,000 or more). If airfare, hotel, and/or meals are required the costs will be passed through to the client. Programs in Alaska and Hawaii may have additional travel related expenses.
Shipping and Supplies – Screening supplies are sent to the Team Lead in advance of all programs. This “tried and true” practice generally provides the opportunity for inventory to be taken and any issues resolved before the day of the event. This obviates the need for client personnel to be involved. This method has proven successful over the years and has been a differentiator for Heart Watch 2 when assuming screening services after another provider has been terminated. While this is standard protocol, it might be decided for large programs, or programs with unique logistical challenges, that it may be more effective to ship to the site.
Room Layout – The configuration of the room layout and the process flow for a screening is a function of space, staff size and throughput. Information gathered during the pre-planning process will be the foundation for decision making. The site team, led by the Team Leader, will ensure the program flow meets goals and expectations.
Throughput, access and safety are prime considerations. If extension cords are necessary they are taped down and, kept out of traffic patterns. Privacy is a principle concern. Although it is SOP (standard operating procedure) that no values are spoken aloud every effort is made to place testing stations to maintain privacy. Every station has a privacy screen. Additional are available upon request. The follow-up consultation will be situated in an area that will protect PHI and will facilitate an exchange between the program participant and Heart Watch 2 staff.
Client Responsibilities – The host client is requested to provide chairs, tables (generally 6” long), chairs, waste baskets and access to electricity as well as a screening area sufficient in size to permit screenings to be delivered in an HIPAA compliant manner. Temperature and humidity are important to the performance of the laboratory instrumentation. We ask that all testing areas are in the temperature range of 68-80° F and that the relative humidity of 80% or less up to 80° F.
Screening Hours – Heart Watch 2 will provide convenient access to the biometric screening for all eligible members including shift worker and events at secure facilities at times and hours that are convenient for participants. Programs will be a minimum of 4 consecutive screening hours for events with ≥ 30. Screenings will be a maximum of 12 hours in length and will include 2 hours of break tie for staff.
Set up and Breakdown – Heart Watch 2 requires access to the screening facility at least one hour prior to an event for set-up and 30 minutes after an event for break down.
Cancellations Policies – Cancellation with less than 20-day notice will result in a fee equal to 50% of the expected testing fees.
Cancellation with less than 5-day notice will result in a fee equal to 90% of the expected testing fees.
In the event of a program cancellation at any time, any out of pocket fees that are incurred and non-refundable will be passed through to the client.