Department:

Service Network

Location: 

SharePoint

Procedure:

Area Manager and New Provider Onboarding One-on-One

Sub Process:

Preceding Task:

Provider Onboarding Process

Date Issued:

Revision Date:

SOP Reference#

    

Description:

Describes talking points and steps Area Managers and Associate Area Manager undergo with new providers during their initial one-on-one.

Responsibility:

Area Managers and Associate Area Managers

Frequency:

Weekly

Timing

Within 3 days of required training completion

Process Steps

Author/Date:

Reviewed By/Date:

Approved By/Date:

 

Overview

The one-on-one completes the new provider onboarding process. The Area Manager (AM) and the Associate Area Managers (AAM) are the primary points of contact for the Service Providers (SP) with Cinch. During this conversation, there are several objectives which include introductions, ServiceBench profile review, CHS expectations, KPI’s and goals.

Process

• After SP completion of Cinch Pro training requirements, the Quality Training Manager (QTM) notifies the AM through email. 
• AM will reach out to the SP via email requesting a time and date for the call. If the SP does not respond after 4 attempts to contact (Email, Exhibit A, phone and then final email Exhibit B) within 4 (four) business days the SP contact information will be sent back to recruiting for a final contact attempt. If the SP does not respond by the 30 days from when the ‘Welcome Letter’ was sent, the SP will be Declined to unresponsiveness (Exhibit D).
• The AM calls the SP at the agreed time and date.
• Use Exhibit E to review SP Onboarding PowerPoint.  This will go through, AM Introduction, ServicBench Setup, CinchPro, Trade KPI’s, Authorizations process and trade requirements, scorecard and wrap up.

• AM reviews Service Bench setup:

• Name and address of company
• Contact person and phone number
• Rates (AM or AAM negotiates with SP if rates are high to ensure the SP receives jobs)
• Product lines
• Brands (If appliances)
• Service type requests (Warranty, Preventative Maintenance checks, Fee for Service)
• Zip Codes
• Capacity

• Service Job expectations

• Accept jobs within 24 hours (or auto accept)
• Service customer within 48 hours
• Auto authorization (jobs under threshold)
• Deductible process
• Parts orders
• 90-day claims process
• Payment terms
• KPI’s and Goals
• Parts markup
• Answer additional Service Provider questions

Following the call

• AM or AAM submits the form to ‘Active’ for Service Job Status in Salesforce so the SP can start to receive jobs. 
• The AM or AAM will send an ‘Onboarding Recap’ email (Exhibit C) summarizing the information covered during the call
• AM or AAM will update the Application Log of status (with notes if applicable) and send to the QTM by deadline.

Tier Assignment

Post 30 days (or 5 completed jobs) the AM or AAM will evaluate the SP performance to establish a post-introductory tier via SPR.

Application Declines

There may be situations where the AM/AAM is unable to reach the provider after 4 attempts (provider is unresponsive), the provider had been previously terminated by CHS for negative reasons (recruiter did not inquire as to the reason for termination with the RM/RSM) or the provider is unwilling to negotiate competitive rates during the one-on-one. The AM/AAM may determine the provider is not a good candidate for the Cinch network and decline the application.

Process

• If it is determined during the One-on-One the Service Provider is not fit for CHS service events, the AM/AAM will communicate the decision to the provider at close of the review/discussion.
• If the AM/AAM has not been able to reach the SP after 4 attempts, the AM must communicate to the Recruiter who will make a final attempt to contact the SP.
• AM/AAM will send the provider an ‘Application Decline Notice’ (Exhibit D)
• Keep the Account Status ‘Inactive’ in ServiceBench
• Add comments in ServiceBench as to the reason for decline. If the decline reason was SP Unresponsive, notes must reflect the dates the AM attempted to contact the SP
• Update the Application Log of status with reason for decline. (Include dates if decline reason is SP Unresponsive)