| Dispatch | Salesforce | SIM ticketing | Phone calls | SOPs and guides |
|---|---|---|---|---|
|
The Mockingjay
A Care Team patient with an IPC visit scheduled for tomorrow calls the CS line and says "Can you please cancel my in-person visit for tomorrow", Which bird role do you reach out to notify them of the cancellation ?
|
"Waiting for customer response"
An email was just sent back to a customer requesting come clarifying information; while you wait for the customer to respond, what status should the Salesforce case be in?
|
PH7-Operations
What is the name of the Queue that SIM tickets get assigned to for C3's response?
|
Every 3-5 minutes
A patient calls in and you have to put them on hold to do some research to provide answers to their questions. How often should we be checking back in with that patient so they are aware we are still working on their issue?
|
APPENDIX C: Salesforce case. Clinician called out
APPENDIX I: Reschedule any patient
You receive a call-out for a Care team Provider, What 2 Appendix letters should be followed no matter the day and time of the call out?
|
|
Bartells store 42
Which Pharmacy should be called to confirm all vaccines in the Washington designated service area (DSA)?
|
First contact template
A customer clicks on "email customer service" inside the app but the patients personal information is not included in their email. What template do we send the customer in Salesforce to request this information?
|
Severity 2
What Severity should a SIM ticket be set to for a clinician who is on shift and has an issue preventing them from providing care or training?
|
Full name and Date of birth. Can be found by using the search bar in Salesforce as well as Athena
What information is needed from the customer when confirming if they have an existing account and where can you check to see if they have an existing account?
|
"No login Resolution 1"
An existing patient is attempting to log back in to their Amazon Care account and they are getting the "something went wrong" error. They mention they recently worked with Amazon customer service and had the retail account associated with their Care account permanently closed. What template should be sent to the customer?
|
|
California
Which DSA can lab services not be offered after 2pm and can not be offered at all on Sundays?
|
Summary:
Research: Outcome: Next Step: Its important because that particular case may not come back to you when the patient responds so its important for this post template to be filled out so the following agents know where you left off and what to do next
When creating a post on a Salesforce case that you are working on, what information needs to be included in the post and why is this important?
|
Team: PH7-Mobile
CTI: PH7 - Customer App - Sign in Issue
An existing customer is attempting to log in and has been unsuccessful. All troubleshooting has been provided and did not work so a sign in issue ticket must be cut. For a customer app Sign in issue what Team gets assigned and what is the CTI?
|
-Check Humanity to make sure they are still on shift
-G-chat the clinician providing them the patients details and ask if they are able to take the call (warm transfer)
A Clinician posts in the C3 g-chat room that they have placed a call to a certain patient and are waiting for them to call back. The patient calls the C3 line and asks to be transferred to that clinician. What should you do before transferring the call to that clinician?
|
They are trying to access the app from outside of the US. They must be in the US to access the app.
What does it mean when an existing Amazon Care customer receives the error message "Oops. There was a problem loading your account. Please check your internet connection settings and try again. API Gateway Error: Forbidden"?
|
|
The on Shift HAWK
Who should the C3 team reach out to when a service recovery is needed for an IPC visit?
|
on the 3rd, 5th and 7th day
If a customer has yet to reply to an email from the C3 team, how often is an automated reply sent out to the customer before the case is closed?
|
No, Sev 2 is reserved clinicians being blocked from providing care or completing training as well as urgent patient issues.
For issues involving the C3 team and other non-clinical members, are we allowed to cut a sim ticket at a severity 2 level for urgent issues?
|
-Google Contacts - Directory
-G-chat - Hovering over their profile picture -CS and Dispatch guide under contact list -Asking them to provide it via G-chat
A patient calls the CS line who is trying to reach the clinician who just called them. When attempting to transfer the call you realize the clinician is not in quick connect. Where are the different places you can find that clinicians phone number to transfer the call?
|
Type: clinician question. Subtype: Job inquiries
Per the Salesforce cheat sheet, what type and subtype should be used when a clinical job inquiry is received?
|
|
Reach out to the Ordering Provider and ask them to re-order the IPC visit with the correct services through Portal.
When working on a dispatch, the ordering provider reaches out to you and says "I forgot to add the LABS service to the IPC visit I created". What is the next step to get that IPC visit ordered correctly?
|
Transfer case ownership to Ty Jones and @tag him in the case
A customer reaches out with a complaint involving the Clinician they just saw in their last appointment; what is your next step for this situation?
|
Chicklet: GetThrottledCustom-Prod
Needed from lead: Check the ECT for Date the customer gained eligibility for Amazon Care
A patient without an existing Amazon Care account is receiving the error message "Oops something still isn't right". What is the name of the Chicklet on the Okta page used to get the patients Hash ID and what is needed from the Leads in order to complete the ticket
|
Guide to answering calls in Connect
What is the name of the recent SOP created to help C3 answers phone calls?
|
Trick question:), There is not a code that is sent in the invitation, the invitation invited them to download the app and enroll as a new customer
Where can an amazon employee's spouse find the 5 digit invitation code sent by the spouse to help them enroll in the Amazon care app
|
Support Us on Ko-fi