OA Team
| Account Manager | Maria Paola Apacible |
| Operations Manager | Treve Gonzaga |
| Team Leader | Mary Ann Palacio |
| HR / People Ops | Cleofe Rose Ann Niez |
| Security Lead | Stephen Bill De Veyra |
| Project Manager — Strategic Initiatives | Alva Bayawa |
Client Details
| Client | Any Lab Test Now (ALTN) |
| Scale | 250 U.S. franchise locations |
| Billing / Strategy | David Wheeler |
| IT Manager | Brandon Owens |
| IT Team Size | Brandon + 6 (35 corporate staff) |
| VA Role | IT Support Specialist (Tier 1–2) |
Tool Stack
Compliance Snapshot
| HIPAA Training (Litmos) | Completed Wk 1 |
| HIPAA Violation | Confirmed — Reportable |
| System Access Revoked | June 24 |
| Device Wipe (recorded) | June 24 |
| NTE + Preventive Suspension | Pending Legal |
| Policy Violations | Category C + Category D |
| Federal Reporting Threshold | Being Assessed |
"Please make sure first and above all our entire audit trail of this VA from interview, hire, background check, computer validation, internet access, etc... As I'm quite sure we will probably end up dealing with a legal issue and a lawsuit here. We need to demonstrate we took proper precautions with zero negligence."— Brad Stevens, CEO · Outsource Access · June 24, 2026 (internal chat)
Ticket Volume Over Time — High-Start, Sharp-Decline Pattern
Weekly Hours & Idle Time
Performance Phase Summary
The Critical Gap — June 17 vs June 22
On June 17, Dennis's weekly 1-on-1 reported all KPIs as "all good" — attendance, CSAT, responsiveness, playbook, compliance. Just 6 days later, a client-side audit uncovered 50+ backlogged tickets and SLA violations spanning 1–2 weeks. This gap exposes a structural vulnerability: weekly check-ins relying on VA self-report with no independent ticket-level verification.
6 sessions conducted by TL Mary Ann Palacio · May 4 – June 23, 2026 · Click any session to expand.
Coaching Details
- Shadowing-to-independent ticket handling reviewed
- 3 tickets: 2 solo, 1 collaborative
- Time Doctor tagging issues identified — work miscategorized
- Self-assessed 100% ready; accurate reporting flagged
Root Cause
Onboarding learning curve; inconsistent task categorization; inaccurate time tracking
Commitment
Handle tickets independently; tag accurately; report honestly; join meetings proactively
Coaching Details
- Playbook documentation expectations formally set
- Ticket protocols and SLA obligations reviewed
- Service continuity expectations established
- Dennis's initiative noted positively by TL
Root Cause
Still onboarding; limited ticket exposure; SOP documentation lacking; client supervision occasionally limited
TL Notes
Strong initiative; willingness to learn; proactive communication; needs ticket exposure
Coaching Details
- Daily ticket performance reviewed
- Playbook still pending — now linked to performance evaluation
- Inconsistent documentation formally flagged
- Regularization KPI expectations clarified
TL Notes
Steady progress; good understanding of Malt system; needs documentation consistency; positive attitude
Commitment
Complete playbook by end of May; use AI tools (Loom/Gemini/ChatGPT); attend Brandon's meetings
| Personal Check-in (1–10) | 8/10 — adapting to process easily |
| Weekly Hours | 40h 31m |
| Idle Time | 48% (ticket handling + training) |
| CSAT | No CSAT received this week |
| Biggest Win | 14 tickets handled in a single day |
| Client Temp Check | Brandon busy — proactively coordinated with Rowena and Jill |
| Concerns | None |
Signed: Dennis Lacamiento — May 19, 2026
| Personal Check-in | 8/10 |
| Weekly Hours | 40h 25m |
| Idle Time | 42% |
| EODR/SODR | All good (self-reported) |
| CSAT | All good (self-reported) |
| Responsiveness | All good (self-reported) |
| Playbook | All good (self-reported) |
| Compliance | All good (self-reported) |
| Biggest Win | "Resolved" — no detail provided |
| Concerns | None flagged |
Signed: Dennis Lacamiento — June 17, 2026
Issues Identified
- 50+ open tickets in backlog
- Tickets inactive 1–2 weeks (SLA/TCO violations)
- Missing mandatory fields across tickets
- Issues not raised in daily IT huddles
Dennis's Verbatim Commitment
"I will make sure that before the shift ends starting today, I will scrub my ticket and make a follow up if needed and document what happened on the ticket."
Integration Manager Signature obtained — June 23, 2026
⚠ HIPAA Data Breach — June 24, 2026
While managing an IT support ticket in Salesforce, Dennis sent a message containing Protected Health Information to an incorrect external recipient via auto-populate. His correction attempt sent the same PHI to a second wrong recipient. Confirmed reportable HIPAA violation.
Client Assessment
"Dennis was not properly reviewing tickets or verifying recipient addresses... his actions were plain sloppy. The HIPAA violation was not the core issue — it happened because of repeated carelessness."
"The recurring issues stemmed from a lack of attention to detail... He was not taking sufficient ownership of coaching feedback. The PHI incident was no longer simply coachable."
Regulatory & Legal Exposure
- ALTN Compliance Manager assessing federal HIPAA reporting thresholds
- Remediation in progress — notifying affected customer, franchise owner, and 2 unauthorized recipients
- OA implicated as a business associate in ALTN's breach response
- Brad Stevens to lead client-side damage control with David Wheeler
- Legal risk flagged: potential lawsuit; full audit trail required to demonstrate zero negligence
- Time Doctor 2 HIPAA compliance under urgent investigation — screen recording may have captured PHI
6 Systemic Control Gaps Identified
Client did not disclose healthcare/PHI context. No OA validation layer to reconcile industry against JD. Franchise/LLC naming obscured true client identity. Intake recording not retained.
HIPAA training only activated by explicit client request — not by industry tag. Account was tagged "healthcare" at requisition close but no training gate activated. VA entered without PHI handling training.
Actual tasks were not re-validated against agreed scope during 30/60-day milestones. VA's position: the task involved in the breach was outside the scope of his training.
Time Doctor screen recording not specifically disclosed to client. HIPAA compliance of TD2's recording feature not yet confirmed for regulated clients.
Client-side coaching of Dennis (ticket reviews, chats, meetings) was never surfaced to OA. Brandon chose not to escalate, treating Dennis as an internal team member. OA sessions did not probe for client-side concerns.
Weekly 1-on-1s relied entirely on VA self-reporting with no independent ticket-level verification. June 17 (all green) vs June 22 audit (50+ backlog) illustrates this gap acutely.
All outstanding action items as of June 26, 2026.
"And of course this now has me triggering and thinking about any of our other healthcare clients, like ResPro Help, or any others at all in this space. Whatever caused this issue or how we got to it, we need to quadruple down and proactively see anything we can do to get ahead of those issues."— Brad Stevens, CEO · June 24, 2026