NPF: Customer Service
When the "No Provider Found" (out-of-network) option is utilized, the Dispatch Team will attempt to reach the customer to explain the process. If the customer cannot be reached, the agent will leave a voicemail, send an email with instructions, and assign the job to No Provider Found. The customer email will instruct them to contact Cinch at the phone number in their Welcome Kit.
If the customer calls, the Customer Service Agent will:
- Review the job and notes entered by the Dispatch Team.
- Reiterate the guidelines from the Customer Instructions and ensure the customer received the emailed instructions.
- If the customer did not receive the instructions:
- Verify the email address on file and correct if needed
- Ask the customer to check their spam and/or junk mail folders
- If the customer refuses the No Provider Found option, the Customer Service Agent will:
- Reassign the job to Procure Vendor in ServiceBench and the Dispatch Team will handle accordingly.
- Document what transpired on the call (acceptance/denial) in the Service Job Comments.
Reminders:
- Customer Service Agents are not to offer the No Provider Found option to the customer. The decision to offer this options is at the discretion of the Dispatch Team.
- Customer Service Agents should not call any other departments (Authorizations, Dispatch, Escalations) and ask them to offer the No Provider Found option on their behalf.
- Customer Service Agents should not transfer customers back to Dispatch regarding the No Provider Found option.
Helpful Links
Related Articles
NPF: Customer Instructions
This script is used when the Service Request is assigned to No Provider Found. "{Customer Name}, our search for a Service Professional in your area is taking longer than anticipated. To expedite your Service Request, I can authorize you to contact a ...NPF: Dispatch
Once all attempts to locate an available Service Professional have been exhausted with no success, a Dispatch agent will offer the No Provider Found option to the customer. Reach out to the customer to advise of the No Provider Found option and ...NPF: Authorizations
Cinch does not require out-of-network providers to call in for pre-approval on No Provider Found Service Jobs. However, there are cases where the provider may insist on providing the Service Report over the phone or call in with coverage questions. ...NPF: Support Services
Once the repairs have been completed, the customer must submit their itemized invoice/receipt as well as any photo's taken to supportservices@cinchhs.com. Customer Support Services Retrieve documents via the Egain Queue. Reply to customer via email ...NPF: Script
Script Explain Standard: “<Customer Name>, our search for a Service Professional in your area is taking longer than anticipated. To expedite your Service Request, I can authorize you to contact a licensed and insured local service company of your ...