SLAs & Reporting

Operational expectations and how we measure them.

Default SLAs (configurable)

• First outreach: within 24–48 hours of referral receipt.
• Initiating visit scheduling: within 7 days (earlier as feasible).
• Artifact delivery: by the 5th business day following month‑end.

Weekly Dashboard Metrics

• Referrals received, accepted, contact attempt rate, consent rate.
• Initiating visit scheduled/completed, enrollment rate.
• Active patient‑months (APM) and minutes distribution.
• Claims accepted/denied by category; if a denial is due to our documentation/coding defect, we credit that member-month on the next invoice (ARC), with reasons logged.

Monthly Artifacts

• CSV rollup and summary; SFTP or portal download per configuration.
• Correlation IDs enable audit and replay.