Purpose:

To help the Account Manager shift from reactive support to a more structured coordination model similar to how a medical coordinator works alongside a doctor. This approach improves client experience, reduces unbillable work, and created repeatable internal processes

Core Concept:

Just like in healthcare, where a medical coordinator handles organisation and setup for the doctor, DCs should:

• Understand the issue
• Organise tasks and next steps
• Set expectations
• Escalate to strategists or ask them to QC before sending back to client

This gives clients a better experience, keeps strategists focused on high-level work, and reduces free or duplicate effort

Process Steps for DCs:

Acknowledge the Request and Set Expectations

Example: “Thanks, John. We’ll look into this. It is probably a combination of XYZ, I'll work it out and get back to you. “

Investigate Internally

Investigate and do research, chat with strategist if needed. Let them know what you have found. Tip:

• Here’s what I think
• Here’s what I’m unsure about

Create a Solution

Work with the strategist to finalise the best approach. Ensure the strategist has the full context and is aware of the overall project/tasks/outcomes before asking them to QC something.

Document it

If this situation may come up again, turn it into a KB article or internal process