PlusOne Solutions

PlusOne Solutions

PlusOne Solutions is an aggregator of Service Companies that service Plumbing, Electrical, Appliances, and HVAC. In partnership with Cinch, PlusOne Solutions will be assigned to Service Jobs to find Service Professionals within their network. This will assist in reducing our use of out-of-network providers in the event an in-network service professional is not available to service our customer.
  1. Emergency/Medical Emergency Service Requests will follow the current protocols and will not be serviced by PlusOne.
  2. PlusOne Solutions should not be assigned to a Service Request by any agent outside of the Dispatch Department unless the request is being setup as a recall for which a PlusOne Service Professional was the original Service Professional.

PlusOne Accounts

Profile

Use

PlusOne Solutions Profile

Acct# 700010237

Do not reassign a request that is in Accepted status under this profile.

  1. Add Service Job to the Service Order instead of reassigning
  2. Update the Event Type if needed
  3. PlusOne cannot bill out for diagnostic or any other charges if its reassigned

PlusOne Solutions Part Procurement Profile

Acct# 700010640

Created for Service Jobs and Claims to be submitted for:

  1. Supplied Parts
  2. Replacement Equipment
  3. Claim Credit Buyouts

How It Works

The Cinch Dispatch Team will assign PlusOne to a Service Request that could not be scheduled through the calendar or through manual search procedures.

PlusOne will be assigned to Service Requests only after an in-network provider could not be assigned.

When a Service Request is assigned to PlusOne, allow them a minimum of 48 hours to find a Service Professional

DO NOT reassign a job from PlusOne under the following conditions:
  1. If the request is in a NEW status under 48 hours from the time it was assigned.
  2. If the request is in an ACCEPTED status which means that PlusOne has assigned a Service Professional.
  3. If a Diagnostic Report has already been entered, even if the Service Request has been denied or a second opinion is needed.
    1. PlusOne will still need the job in ACCEPTED status to process a payment for diagnostic charges.

Note Pre-Fixes

PlusOne has agreed to use a note pre-fix to provide a more concise status in the notes. The following are the note pre-fixes that will be used my PlusOne:

Note Pre-fix

Definition

ASSIGNMENT

This is used for PlusOne to note the Service Professionals they called, emails sent, etc. and who accepted the request.

This lets Cinch agents know when someone has been assigned along with the Service Call Fee & Travel Fee/Trip Charge.

DIAGNOSIS SUBMITTED/AWAITING APPROVAL

This is used when PlusOne creates job escalations, adds any notes about diagnosis or attaches an invoice.

ADDITIONAL INFO PROVIDED/AWAITING APPROVAL

This is used when additional info is needed to make decision and it has been submitted by PlusOne via Service Job Escalation.

PARTS ORDERED

This is used when the PlusOne Service Professional is moving forward with repairs and doesn’t need approval because the amount is within the PlusOne threshold.

JOB COMPLETE

This is used when PlusOne has created and submitted a claim.

Job has been resolved, repair/replacement is completed.

Processes by Department

Customer Service

For requests assigned to PlusOne, the following note will show in the Service Job Comments:

"This job has been assigned to PlusOne Solutions to help us locate a vendor that can complete the work. Please allow 24 hours for them to attempt to locate a service provider. If the customer calls back more than once during this period, please advise the customer we are still in the process of locating a service provider in their area, unless there are new updates reflected in the NOTES of the service job. If the job is an Emergency/Medical Emergency job please follow the normal business process."

Advise customer of what is in the note. If the customer calls back during this period, inform them we are continuing to search for a Service Professional in their area, unless there are newer updates reflected in the notes.

It is critical we DO NOT reassign a request that is in ACCEPTED status away from PlusOne as this is an indication that they have located a provider to service the customer and job notes should also reflect this information. As always, read ALL comments/notes in the Service Request.

Authorizations

There are no changes to the current authorizations procedures. Here are some important reminders:
  1. Service Reports and Claim Authorization
    1. Capture the full Service Report including pricing and provide pre-approval when appropriate. PlusOne will create their own claims based on what was authorized. Use the Job Approval template and send a Public with Email approval note in ServiceBench.
    2. If there are any non-covered charges associated with the jobs, advise the Service Professional that we will contact the customer to disclose via phone or email. Instruct the Service Professional to advise the customer on the day of the repair visit. 
    3. Follow the standard approval process for replacements. Capture full details (i.e., attributes, parts that failed, part cost, etc.) in the Service Job Comment and advise them that we will be providing options for the customer. 
  2. Research Requests
    1. If PlusOne is requesting Cinch supply the parts, add a new Service Job to the Service Order and assign to the PlusOne Procurement profile.
    2. Capture the pickup or ship to shop location and document in the Service Job Comments.

Parts Sourcing

When processing a request that is assigned to PlusOne and Cinch needs to supply parts, the following guidelines must be adhered to:
  1. All ETA and Status Updates must be entered in the original Service Request.
  2. The actual company assigned to the request and their ship to shop located will be entered in the Service Job Comments in the procurement Service Job.
  3. No equipment or parts should be shipped to the PlusOne profile address in FL. Shipping addresses may need to be manually updated by a Supervisor in Oracle.
  4. Create a claim and approve equipment liability on the procurement job profile. PlusOne will submit their own claim on the original request for labor and diagnosis only once the work is complete.
  5. If non-covered charges are ascertained for replacements, reach out to the customer to advise. 

PlusOne Escalation Procedure - Customer Not Contacted

PlusOne will update the Service Request within 48 hours of the assigned company. At the end of the 48 hours, the following will be updated:

PlusOne Update

PlusOne will locate a Service Professional and the job will remain assigned to PlusOne.
  1. PlusOne will contact the customer to advise them of the Service Professionals information.
  2. PlusOne will enter notes in ServiceBench Comment field to include the Service Professionals assignment (name of SP, location of SP, and their telephone contact info), and all interaction will also be logged in the notes.
  3. PlusOne will send the customer an email with the Service Professionals information. The email will be addressed from PlusOne.

If PlusOne CANNOT locate a Service Professional, the job will be assigned to No Provider Found.
  1. PlusOne will email the customer with the No Provider Found instructions. Once assigned to NPF, Cinch will apply the current procedure to complete the claim.

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