Labor Rate & Diagnostic Fee Verification
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Rate Increase Requests
Overview Service Providers agree to a rate when they complete and sign the Independent Service Provider Agreement. These rates are effective for a minimum of one year. Service Providers may request a rate increase after the first year of the signed ...
Authorization Process
SP Verification Verify the SP calling in by following the CXone Screen Pop verification. Reason for Call Pre-Approval: When the technician calls in advising that they need a travel fee, additional diagnostic time, and/or need to perform a diagnostic ...
Travel Fee's & Master Coverage Verification
This procedure is used to verify if the Service Professional’s profile indicates that they service the customer’s area when they are requesting a Travel Fee. If the customer’s zip code is listed in the Master Coverage area, inform the technician that ...
CXone Screen Pop Procedures & Scripting: Authorizations
The CXone screen pop may display the Service Provider’s information they verified through the IVR. The Service Provider will confirm who they are, what job they’re working on, and what customer it is for. If only partial information is provided, use ...
AM and SP Onboarding One-on-One SOP
STANDARD OPERATING PROCEDURE Date Created: 06-20-2019 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: ...