Emergency Service Request Review
When a customer states that there is a medical condition or
other situation that is directly impacted by a mechanical failure, immediately review
the customer record and the status of the request to determine what action is
necessary to move the request forward as soon as possible.
- Is there a Service Request in the system, and if yes, what is
the status?
- Do we need a Service Professional?
- Do we need a Service Report?
- Has a Claim been authorized?
- Is there a delay?
- Can I expedite anything for the customer?
- Are there any open tasks on the claim?
- Do I know what to do to move this request forward?
- Is the Service Request still in Research?
Related Articles
Emergency Gas Leak Process
If the customer reports that they smell gas or suspect a gas leak, ask them where they are. "Are you in the home or somewhere else" Respond based on the customers location. Scripts If the customer is in the home: “<Customer Name>, as a safety ...
Emergency Service Request Policy and Guidelines
This policy provides guidelines for what constitutes as an Emergency and how we attempt to dispatch a Service Provider in a timely manner. Process Cinch will attempt to secure a service appointment within 24-48 hours. Customer Service Agents are ...
Medical Emergency Keyword Message
When certain keywords are entered into the Service Job Comments and saved, the below alert/prompt message is displayed: ALERT: Your notes indicate this may be a high-risk job. If so, please update the service order severity to MEDICAL EMERGENCY. ...
Medical Emergency: Existing Service Job
When a customer calls in to follow up on an existing Service Job and it is discovered that the condition has already been flagged as a Medical Emergency or High-Risk Situation, an alert will display on the Service Job. The alert displays in red text ...
Medical Emergency Protocols
When a customer calls in and needs assistance with their Service Request and discloses that they have a Medical Condition or High-Risk Situation, we must ensure that the proper steps are taken to assist them. If at any point in the claim process ...