Decision Desk Note Template

Decision Desk Note Template

Notation is extremely important for the Decision Desk process. Writing understandable and clear notes is required to help the agents that come behind you know what is happening in the job in order to relay accurate information to the customer.
  1. Note Templates make it easier for departments to quickly find the information they need.
  2. It is important to use the Note Template exactly as listed so that everyone can find the information they need.

Decision Desk Note

DECISION DESK TEMPLATE

AGENT

Agent’s Name

JOB NUMBER

Service Job Number

CONTRACT

What type of contract (HMS, P3, etc.)

CONTRACT NUMBER & START DATE

Contract Number and the Effective Date

STATE

What state is customer in

CA/IA/SAMS

Is customer in CA/IA, or is this a Sam's Club HVAC

PART(S) FAILED

What part/parts have failed

REASON FOR FAILURE

Why did the part/parts fail

SUPPORTING EVIDENCE

What is the supporting evidence for the denial

AGENT COMMENTS

Any comments from the agent

CONTRACT CITATION

Where is denial located in contract and what is verbiage

ADDITIONAL NOTES

Any additional notes

FULL/PARTIAL

Is this a full or partial denial

Example

Add spaces between each section to make it easier to see each section in detail.

Agent: Justin Petronico

Job Number: SCCS8416B2AA-1

Contract: HMS

Contract Number & Start Date: 10740560.5 and 03/15/2024

State: MD

CA/IA/Sams: No

Part(s) Failed: Gas line outside of home

Reason for Failure: Leaking

Supporting Evidence: No optional outside gas line coverage

Agent Comments: Gas line leaking outside the home

Contract Citation: VI.3 “located outside the perimeter of the main foundation”

Additional Notes: n/a

Full/Partial: Full

Customer Service Note

In an effort to help Customer Service better relay denial information to the customer, the following note has been added after the Decision Desk Note.
This will not be used for CA/IA or Sam’s Club HVAC denials.

Example

***CUSTOMER SERVICE NOTE***

SP called in to give a diagnosis on your gas line

Per section VI.3 of your contract:
Located outside the perimeter of the main foundation is not addressed

To see the details of coverage related to this claim in your service agreement, please log into MyAccount.

***END OF CUSTOMER SERVICE NOTE***

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