APO: Authorizations

APO: Authorizations

Cinch does not require out-of-network providers to call in for pre-approval on Alternate Provider Option 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.
  1. Locate the Service Job in ServiceBench.
  2. Advise the provider that pre-approval is not required for the work to be completed. Once they have completed the repair/replacement, we ask they provide the customer with an itemized invoice/receipt that includes the following:
    1. Date of repair
    2. Service Provider's name, mailing address, and contact information
    3. Total amount paid and payment method
    4. Model and Serial number of the failed unit/item
    5. Brief description of how it failed and what caused the failure
    6. Itemized list of parts with part numbers and cost of each part used to repair unit/item
    7. Itemized labor including number of hours and cost per hour



    • Related Articles

    • APO: Customer Service

      When the "Alternate Provider Option" (out-of-network) 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 ...

    • APO: Dispatch

      Once all attempts to locate an available Service Provider have been exhausted with no success, a Dispatch agent will offer the Alternate Provider Option to the customer. Reach out to the customer to advise of the Alternate Provider Option and provide ...

    • APO: Script

      Scripting/Handling Greeting “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty> on a recorded line which may be monitored to improve quality. May I please speak with <Customer Name>?” Call Explanation “You recently requested ...

    • APO: Admin

      Create a No Provider Found Profile in ServiceBench Verify if the out-of-network provider already has a profile set up in ServiceBench by hovering over the Admin tab, clicking Service Provider Maintenance and entering the name of the company in the ...

    • APO: Escalations

      When a customer escalates due to a delay in assigning a Service Provider and the Service Request is already in Dispatch, Escalations agents can offer APO ONLY after completing their own Service Locator, calling ALL Service Providers listed. If ...