The operating model
Four layers, stated plainly.
Automation does the repetitive work. A coordinator does the human work during business hours. Interpretation goes to your broker. Judgment goes to you. Nothing about that order is negotiable, and nothing about it is hidden.
- 01
Vendor Workflow Assessment
A paid, fixed-fee starting point — not a discovery call in disguise. You get an active-vendor count and a cleanup estimate, a document inventory, an upcoming-expiration profile, a process map, a staff-time estimate, an assessment of the software you already own, and a proposed operating model with pricing. Credited against implementation when you proceed.
What's in the assessment → - 02
Implementation
We clean up and de-duplicate the vendor list, build a requirement matrix that you define with your broker's input, migrate the documents you already hold, write the communication templates, set the escalation rules, run the first collection campaign, and hand you a baseline report. This is the month where the mess becomes a system.
- 03
The system and your coordinator run it
Automation sends the requests, tracks the reminders, does the expiration math, and assembles the reporting. A named coordinator handles routine vendor, broker, and client email and telephone during Pacific business hours, within your plan's included hours. Responses within one business day; new documents processed within two.
- 04
Exceptions and decisions stay yours
Every item carries a neutral, factual status. Anything that needs interpretation goes to your broker or a qualified reviewer. Anything that needs a judgment call lands in your decision queue with the full contact history attached, so you are deciding with the record in front of you rather than from memory.
The escalation ladder
Automation runs the routine sequence. Your coordinator handles ordinary questions and phone follow-up during business hours, within your plan's included hours. Anything requiring interpretation goes to your broker or a qualified reviewer. Anything requiring a judgment call lands in your decision queue with the contact history attached. Time beyond your plan's allowance is billed at roughly $95 an hour or in prepaid blocks — never silently absorbed. We don't offer emergency or same-day response, and we never make insurance judgments.
What a month looks like
- Continuously
- Requests and reminders go to vendors and issuing agencies on the schedule set during implementation — typically starting 45 days before an expiration.
- Within one business day
- A coordinator replies to vendor, broker, and internal email and returns phone calls.
- Within two business days
- New documents are read, logged against your requirement list, and given a status.
- As they arise
- Interpretation questions go to your broker; judgment calls go to your decision queue.
- Monthly, by the agreed date
- The exception report arrives: status counts, exceptions with aging, the decision queue, and a plain-language summary.
The status vocabulary
These are the only labels we use. Each one states a fact about a document or a step in the workflow. None of them renders a judgment about insurance, adequacy, or approval — that boundary is the whole design.
- Received
- The document is on file and its dates are recorded.
- Missing
- No document is on file for a requirement on your list.
- Expiring
- The document on file has an expiration date inside your renewal window.
- Expired
- The expiration date on the document on file has passed.
- Information mismatch
- A field on the document does not match your requirement list — a name, an entity, a form edition, a date.
- Client review required
- A judgment call is queued for you.
- Broker review required
- An interpretation question is routed to your broker or a qualified reviewer.
- Final outreach completed
- The full request sequence has run and the contact history is closed for your decision.
- Closed by client decision
- You told us how to resolve it, and the instruction is in the record.
What the board looks like
The same statuses, on the working board. This specimen uses fictitious vendors.
Vendor document status board
Sample Client LLC
68 active vendors ·4 sites · as of
| Vendor | Document | Expires | Status |
|---|---|---|---|
| Acme ElectricMidtown clinic | General liability certificate | Received | |
| Delta Janitorial ServicesAll sites | General liability certificate | Expiring | |
| Northgate Landscape Co.Riverpark clinic | Workers compensation certificate | Expired | |
| Riverbend PlumbingWestfield clinic | Business license | — | Missing |
| Summit MechanicalAll sites | Additional insured endorsement | Broker review required | |
| Pinnacle IT PartnersAdministrative office | Professional liability certificate | Expiring |
Every status is a fact about a document and a date, checked against the requirement list the client defines.
4 items in the client decision queue
Who this is for, and who it isn't
This service exists for organizations too operationally complex for self-service software but too small or too specialized for enterprise managed programs. If you have fewer than about 20 meaningful vendors, if you only need reminders, or if you already run a vendor-credentialing platform effectively — keep what you have. Software is your better value, and we'll say so before you spend anything.
- Fewer than about 20 to 25 meaningful vendors.
- A reminder problem rather than an operating problem.
- A credentialing platform your team already uses well.
- A need for same-day or emergency turnaround.
- An expectation that we will tell you whether a vendor's coverage is sufficient. We won't — that's your broker's work.
Start with the assessment, or start with the report.
Every engagement starts with a paid Vendor Workflow Assessment. If you'd rather see the work product first, the sample monthly report is a full specimen and takes a short form.