(2806) Beyond “Talked to Client”: Transforming Agency Documentation Using the S.C.O.P.E Model

Inconsistent documentation isn’t just annoying; it drives rework, confusion, and real E&O exposure. Many teams know they should “document the file,” but very few share a clear, repeatable standard for what good documentation looks like. In this session, you’ll learn a simple and powerful framework to transform the way your agency documents every interaction. The presenter will walk through real‑world before-and-after examples and turn notes like "talked to client” into something truly usable. You'll then practice applying S.C.O.P.E. to common scenarios, including coverage discussions, client complaints, and potential E&O situations.

You’ll leave with practical language you can use in your procedures and training, plus ideas for coaching your team to be consistent with their notes in Applied Epic®. If you’ve ever opened an activity and thought, “I have no idea what actually happened here,” this session is for you.