DISCUSSION FRIDAY

                         CSC - Expedited Service Request

There are times when a member creates a service request but calls back with additional information that may change the urgency of the work order. When this happens, it is important to check if the new information requires us to upgrade the status of the work order to expedited service.

• Confirm the situation meets the expedited status criteria. • Determine if the service request has already been dispatched to a service contractor.

Document your interaction with the member • Upgrade to an expedited status • Contact a service contractor and see if they can take the call

Contractor Accepts • Log the attempt • Dispatch the call

Contractor Declines • Log the attempt • Dispatch the call In Queue

Contractor Unavailable • Log the attempt (answering machine) • Dispatch the call In Queue just one call - property and contract number

• hey sir I successfully change the work into expedited and expect a call from the technician 24 hours to set an appointment with you.
• Ask approval to TM to call the vendor for expedited
• call the vendor to expedited.
• BEFORE TRANSFER THE VENDOR ASK APPROVAL FIRST TO THE TM.
• check the guidleines if it is fit to the expedited.

Obtained for validation: dispatch number property address full name of the vendor

ask if they can expedite within 30 minutes.

• waiting the confirmation from the TM.

• Call the vendor again

• if we routed to voicemail. transfer to another vendor.

• 4 business hours - waiting time to placed the work order - if we are the one who do the expedited.

• 30 minutes -

• if the mbr call back - verify if they can do the service and ask the approval from the Tm.

• hi iam jane from ahs im am calling if u can poprovud ethe expedite dthis is the adress

• after call work, like ended the call, there will be the ACW , the time will run after 4 minutes. the allowed time to stay in work is 30 seconds.

• ACW - LIKE A LAYWAY

• OSA- giving the member the oppurtunity to call another vendor.

               WHEN TO OFFER OUTSIDE AUTHORIZATION
                                Expedited Service Request
  

• When all the AHS service contractors have been called and they all have declined. • After contacting all contractors on the list and/or the service request has been in the Dispatch Queue for more than 4 hours since your first attempt to dispatch the expedited request. Non-expedited Service Request

• When Contractor Relations is granting approval in a certain area code. All other the service request should be placed In Queue. • You may receive an email notification from Contractor Relations granting approval to offer the member outside authorization when all contractors in a specific area are extremely busy/booked and are unable to respond to members in a timely manner.

• contractor relation department - sending a message to TM that will send email asking if we can offer outside authorization.