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 at the top of the Service Job screen and indicates that the job is being handled by a Medical Case Manager or a Claim Specialist.

Process

When a Customer Service Agent is handling a customer and identifies which Medical Emergency Case Manager or Claim Specialist is handling the Service Job, they should follow the below process.

During Regular Business Hours (8:00AM - 6:00PM, Monday-Friday)

1. Contact the Service Administrator (Medical Case Manager or Claim Specialist) and update them on the customer interaction. The contact information is located in the Service Instructions section in the Service Administrator Contact Name/Contact Phone fields.
   
2. Document notes accordingly.
   

The Service Administrator Contact Name/Contact Phone fields can only be updated by Medical Case Managers, Claim Specialists, Supervisors, and Managers. If you are unable to reach any of these individuals, leave the Medical Case Manager or Claim Specialist a voicemail and set expectations with the customer that they will be contacted as soon as possible. 

Outside Regular Business Hours OR Not being handled by the Medical or Claim Specialist Teams

1. Review the notes in the Service Job and set proper expectations for the customer along with the next steps.
   
2. Enter appropriate notes in the Comments.
   

The Service Administrator will review and follow up on the next business day.

Current Medical Team and Claim Specialist Team Members

MEDICAL EMERGENCY TEAM
AGENT	EXTENSION
Malcolm Ricks - Supervisor	22276
Howard Thomas - Team Lead	22455
Sarah Aschliman	22456
Beverly Williams	22311
Britney Washington	22309
Calvin Ford	22281
Cheryl Maragh	22288
Lavern Hodge	22283
Melissa Scott	22307
Rita McNealey	27341
Kyndra Parton	22339
Gordon Smith	22308

CLAIM SPECIALISTS
AGENT	EXTENSION
Tiffany Foster - Supervisor	22337
Bradon Cain - Team Lead	22368
Shaytayya Welch - Admin	22363
Glen Wulf	22271
Kemisha Walker-Baccas	22360
Khadija Clark-Lowe	22338
Linnette Cunningham Brown	22430
Sharon Marson	22334
Wayne Malkin	22429
Edward Kessinger	22359
Latasha Leonard	22273
Marissa Higgins	22274
Victoria Burgess-Kameka	22373

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