Single Point of Contact (SPoC) Program

Single Point of Contact (SPoC) Program

Purpose

To understand the SPoC role in assisting Service Providers, and when Leadership can contact a SPoC to move a service job along.

SPoC Specialist

  1. SPoC specialists are Authorizations agents who take service reports from a specific group of providers assigned to them. 
  2. While they are the primary contact for those providers assigned to them, the SPoC specialists have no authoritative control over the providers.
  3. The SPoC specialist’s primary responsibility is to work the jobs submitted by their providers to move the job forward in the same manner that Inbound Authorizations agents do.  
Note: Any issues or concerns with providers should still be directed to their Area Manager.

SPoC Providers

Service providers are selected to be a part of the program based on several key factors:
  1. Tier rating,
  2. CSAT ratings
  3. Service areas or job volume

Selected Service Providers are assigned to a specific specialist to provide their service reports to.  

NOTE: 99% of communication between the SPoC specialists and providers is done via email.

SPoC Provider Expectations

  1. SPoC providers are expected to submit their service reports via Cinch Pro within 1 business day of the confirmed diagnosis appointment, following existing provider SLAs.
  2. IF the service report/job requires review THEN, the SPoC provider will email their assigned agent either per job or email a list of jobs for review for the day. 
NOTE: Situations requiring a normal provider to call Authorizations can include:
  1. cost over approval limit
  2. replacement recommendations
  3. non-covered charges
  4. possible denials
  5. medical emergency severity jobs.

When to Contact a SPoC Agent

The Leadership Desk is authorized to contact an SPoC agent for assistance after attempting to obtain the necessary information from the Service Provider. 

NOTE: The Leader will follow up with the agent if/when the required information is received or if an Area Manager has been engaged. 

No Service Report

Checked Service Explanation and no claim or details in the claim submitted

  1. Contact if no SR received 1 day after confirmed diagnosis appointment.

Missing Information
  1.  Partial service report received.
  2. Notes from Authorizations or Decision Desk indicate specific information needed.

Customer requesting SP-supplied part update
  1. Service job indicates the provider is supplying parts, but no ETA is provided
  2. Service report submitted more than 5 bus days in the past. 

Pending SP confirmation on Parts /Equipment Order
(Mostly HVAC & Plumbing)
  1. Research notes indicate we are pending service provider confirmation on parts/equipment or shipping details before completing the order.
  2. Service providers should be allowed 1 bus day at a minimum to respond to requests before we reach out.


When NOT to contact a SPoC agent:

  1. Service report is received and work approved, but needs clarification on approval or next steps →  Utilize chat, team lead, or supervisor.
  1. Part ETA when Cinch is providing → Use normal process to get an update on parts.
    1. If no eta or tracking info in part line or notes → Utilize Purchasing Escalation Form or PR-Tracking Exception.

  2. Scheduling diagnosis or repair/replacement appointments → Assist the customer as you normally would to get a confirmed appointment by contacting the provider on the customer’s behalf.

  3. Questions about replacement options for Appliance → Replacement appliances are sourced, delivered, and installed by the manufacturer from which the appliance is being purchased from.
    1. NOTE: The Service provider has no involvement once Cinch has decided to replace appliances.  Utilize your current resources for assistance 
  1. Questions about Cinch supplied equipment repair/replace:
    1. If Cinch is providing equipment and concern is with ETA →  utilize the Purchasing Escalation Form or PR-Tracking Exception. 
      1. SPoC specialists do not perform parts/equipment research 

  2. Questions about a confirmed denial by the Decision Desk should not be sent to the SPoC specialist. → Follow current procedures to verify or get clarification on partial and full denials and denial disputes.

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