OUTSIDE AUTHORIZATION

April 09/2023

expedited service request:

• If the request have been long for 4 hours for expedited - we can offer the OSA.
• We can apply the 4 hours for expedited request only. if the work order is in que for 4 hours we can offer the OSA.
• if no one will be assign to the work order. we can offer another option like OSA.
• If the member will request for tech. we can ask permission to Tm if we can offer OSA and it will be documented.

normal work order:

• ask the Team manager if the member is already irritate. and ask if we can offer other option like OSA.

when THE MEMBER MISSED THE GUIDELINES:

• they will not reimbursed.
• The tech must call the technician to ahs so that they can obtain the amount to reimbursed.
• we are advising the tech so that we can submit and reimbursed the outcome.
• Reimbursed will not be dispersed for work performed without prior authorization of AHS. ( If the member cannot pay;)

• the member should sign up a document.

• if the member will accept that they are responsible for the apfront. then; we can give the;

• (dispatch number)
• (first name initials and last name initials)
• advice the member that they are going to provide this to the technician so that the technician can provide this to the AHS.

why the technician need to provide the technician?

• it's a proof that we already provide or offered the OSA.

REFERENCE NUMBER:

• dispatch number
• (first name initials and last name initials)

• The customer must send a copy of the invoice with both the reference number and authorization number written on it to: ahsosa@ahs.com
• We can get the authorization number to the technician.

• if the member will call us that tehtech is in theri house and routed to departmnenrt we can send them how can we determine that the tech is in the house of the member?
• the member will call the ahs. we can ask the member to hand the phone to the technician for validation. if it is confirm, we can say are u the technician and ask the position.

• the reason why we ask the name? for the documentation position certain companies that the member not allowed to used:
• Copy the guidelines and add information and provide the dispatch. after sending the documentation and inform the member about the info. then, we can do the documentation.
• the reason why we assigned dispatch its because it's already 5 hours and no vendors available and no one calling the member. we need to look another vendor why it is not confirmation ask approval chnage the dispatch method to OSA and the information will pop up

hey maam if you have p an paper pleas etake a nnote becaus if we misdsed to follow the tguidelines there will be the tendency taht you will not follow the outside authorization. after that provide the dispatch and initials firts and last. advice the memeber please member provid ethat to the tech so that we can easily tract if that is coming from the ahs. once the authorizer approve dthe tech informe dthe member that this is the ahsosa@ahs.com. if the member no email then we can send it thru mail. and the next guidelines DO NOT USED VENDORS LIST. HOW CAN WE MAKE SURE IF WE PROVID ETHE LIST: provide the state of the member.

TT CUSTOMER CALLED IN and stated that his A/C is not cooling and experiencing a 115 degrees temperature. Checked the guidelines and asked TM for approval, approved. Informed mbr will be contacting a vendor if they can render expedited wo. Mbr. okayed! Called Technician: Tried to call the vendor but routed to voicemail. left a message if they can render expedited, they need to give a response asap. Customer called in TT ---- Informed mbr that dispatch dept, will be contacting him after 4 hours to provid ewho will be the vendor since the first vendor was unable to confirm if they can render expedited wo, adv mbr if he'll not receiving any call or update from dispatch dept. he can call back for options. mbr okayed!

service request click the dispatch 30 minutes - when we are upgrading the normal work order to expedited before offering a OSA. we can wo que for more that 4 hours, after the attempt log click the drop down and click autho, 2 options when you are in the guidelines part!

• acting locating a vendor and you need to wait or offer the autho. OSA is identify the members

Correct Flow --  1st Agent should have pulled up and review the dispatch 2nd Agent should have verified the appt 3rd Agent should have verified the validity of add on 4th agent should have added the item and dispatch it to normal.

MODULE 7 UNIT 1 If the members request the item that we do not covered.

• Open the members contract if it is covered

• Contract Non-covered - items that cannot be categorized under a trade and are not listed as a covered item in the contract. Example: computers, televisions and patio doors.

• Work order Non-covered - things that are listed in the Service Wizard but are not serviceable under the member’s contract. Example: A member is calling to request service on her clothes washer, but after reviewing the Coverages tab, you realize that she does not have this as a covered option in her contract.

• door- contract non covered

• CONTRACT NON-COVERED - Before documenting your note click on the member’s contract to locate the appropriate verbiage contained in the contract to support your decision. When a Contract Non-Covered is necessary, you must create a “Denial Specifics” note. Creating this note allows you to enter the specific contract verbiage explaining why the item is not covered.

• hey mbr as i say here in your contract the item that u requested is not covered.

• before u end the call we need to document.

• Denial specifics sample:

• Mbr DAVID HELM (Buyer) Mbr DAVID HELM (Buyer) called in to req a wo for a window. Md mbr awr that on his contract Sec A. COVERAGE OVERVIEW 1.Coverage includes only the items stated as covered, excluding all others. Mbr ok!