High Severity Service Request (Medical Emergency) Guidelines
A caller mentioning a Medical Condition and/or High Risk Situation ALONE does not constitute updating the severity to Medical Emergency!
A Medical Condition or a High Risk Situation MUST correspond with a Medical Emergency Scenario.
If unsure, review with a supervisor.
HIPAA Protection
HIPAA (Health Insurance Portability and Accountability Act) is in place to protect customer’s private health information.
Customers may volunteer information related to their medical condition, but you cannot ask about or notate anything relating to their private medical needs.
Job Notation Examples:
Customer states they have a medical condition that requires working Air Conditioning in the home.
Customer stated they take medication that needs refrigeration.
Process
Cinch will attempt to secure a service appointment within 24-48 hours. Customer Service Agents are required to call ALL Service Providers from the Calendar List.
- High Severity Situations must be validated and the appropriate severity (Medical Emergency) must be selected on the Service Request.
- On the Calendar screen, click +Service Pros to display list of providers.
- Call ALL Service Providers from the Calendar List.
- If you secure a Service Provider from the Calendar List, select the confirmed SP from the Calendar and assign them.
- If you are unable to secure a Service Provider from the Calendar List, go to the SP Extended Zip Search option to view additional Service Providers.
- If no Service Providers are returned via the Calendar or Extended Zip Search OR if all Service Providers confirm they cannot take the job, Force Assign to Procure Vendor for the Dispatch Team to work.
- When speaking with the Service Provider, advise we have a customer with a critical need and ask if they can service the customer within the next 24-48 hours.
- Use your judgement to determine if the customer can wait 48 hours.
- See if there are appointments available during normal business hours prior to offering overtime to diagnose the issue.
- If customer might qualify for a Portable Unit (HVAC/Refrigerators), review Portable Units & Mini Fridge Approvals.
High Severity Guidelines
When it is disclosed, a customer has a Medical Condition or
High-Risk Situation, we must ensure the proper steps are taken to assist them. This information may be provided by the customer, friend, family member, service provider, etc.
If a High Severity Situation is presented, the Service Job can be updated to Medical Emergency at any point in the job cycle. This can ONLY be selected if a Medical Condition and/or High-Risk Situation is present WITH a corresponding failure
Medical Conditions and High-Risk Situations
Below are the most common examples of Medical Conditions or
High-Risk Situations to listen out for:
Keywords/Phrases | |
Medical Conditions |
|
High-Risk Situations |
|
High Severity Scenarios
The scenarios below qualify for a High Severity Scenario in the
event:
- The customer mentions one of the
Medical Conditions or High-Risk Situations.
- It is the Only unit in the home.
OR - The person with the medical/high risk need is unable to be
moved to an area with a working unit.
Item | Example Scenarios |
HVAC
| Air Conditioning – External temperatures are above 85 degrees Heating – External temperatures are Below 40 degrees |
Refrigerator | They have a medical condition that requires medication or dietary items to be refrigerated They have a infant/baby in the home |
Ice Maker | Required ice treatment due to surgery or inflammation |
Water Heater | Medical need present and no hot water |
Toilet or Stoppage | If the toilet is not accessible due to disabled or elderly No working toilets |
Clothes Washer or Clothes Dryer | Person in the home is elderly or bed-ridden Recent surgery or procedure requiring clean linen |
Dishwasher | Wheelchair bound Medical condition requiring dishes to be sanitized |
Electrical | Area of the home occupied by person with a medical condition requiring electricity (oxygen, home dialysis, etc.) |
Garage Door Opener | Wheelchair bound or disabled unable to open garage door |
Range or Cooktop | Medical need to boil water or cook a specific diet |
Jetted Bathtub/Whirlpool or Spa/Hot Tub | Medical condition requiring therapy or spa treatment |
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