When To Call A Specialist

When To Call A Specialist

When calling the Authorizations Specialist Line or a Supervisor, please have all required information and have a decision made on the direction you want to go with the job.

Authorizations Specialist Line

Agents are required to call the Specialist Line for:
  1. Reassignments
  2. Recalls
  3. Jobs over -2 (ONLY if someone has been out)
  4. Medical Emergencies
  5. Safety Concerns (if there is a safety issue for the SP)
  6. Jobs under Manufacturer Warranty
  7. Denials ONLY IF unable to speak with the Decision Desk or a Supervisor
  8. High-End or Ultra-Premium Appliances (Repairs and Replacements)
  9. Refrigerator Replacements
  10. Laundry Center Replacements
  11. Double Wall Oven Replacements
  12. Wall Oven/Microwave Combo Replacements
Agents are not required to call the Specialist Line for:
  1. Water Heater Replacement
    1. Less than $1000 and SP can complete same or next day
    2. P3 Contracts have $1000 cap on Water Heaters
  2. Same Day Repair/Replacements (unless otherwise noted above) up to $1000
  3. SP advised they will order parts/equipment 
    1. If the SP is ordering parts and time is already an issue, it might make more sense for Cinch to supply as we are already delayed.
Authorizations Specialists and Supervisors can provide more specific guidelines on these kind of decisions.

Required Information

To keep hold times down there is specific information that should be prepared prior to calling the Authorizations Specialist Line, the Decision Desk, or a Supervisor. 

Below is the acceptable minimum before deciding on a job, claim, or calling for assistance.

MANUFACTURER: What is the brand/manufacturer
MODEL: Use google to verify it’s accurate/valid/complete
SERIAL: Use google to verify it’s accurate/valid/complete
AGE: Utilize Much2 for Appliances and Building Intelligence Center for HVAC and Water Heaters
CONDITION: Other than the age and failure, does it look run down, does it look new, what does it look like
FAILURE: what happened to the part/component that failed (seized, shorted, broken, leaking, etc.)
CAUSE OF FAILURE: How did that failure happen (power surge, normal wear and tear, abuse, etc.)
HOW MANY IN HOME: How many systems/units are in the home
LOCATION: Where is it located or what area does it service (upstairs, downstairs, the west wing, the guestroom, etc.)
ATTRIBUTES: Use the Attributes Reference Guide and collect all attributes
EFFECTIVE DATE: What date did the contract begin
DEDUCTIBLE: Was the deductible collected, verify in the SO, who collected it, how much was collected
COMPLETE JOB HISTORY: View all notes in the CEC and read the history of the jobs for the entire contract (you can filter for the specific item)
COVERAGE: Be sure we are using probing questions for pre-existing, failures, etc. (depending on trade), use the Check Coverage Bot and SCM to verify coverage
ADDITIONAL INFORMATION: Size restrictions, anything that may affect coverage
TECH LOCATION: Verify if the technician is currently at the home or not
PICTURES: Denials for neglect, abuse and misuse, pest damage or infestation, etc. if applicable
DECISION: If there is any gray area on the decision check with a specialist or supervisor, all replacement HVAC and Refrigerator Replacements must be reviewed with a specialist
PARTS/PART NUMBERS: Capture and verify parts needed, part numbers, manufacturer, and model they are going back with, utilize Google, Repair Clinic, Sears Parts Direct, etc. to verify parts are accurate/valid/complete
PRICING AND LABOR HOURS: Capture all pricing for parts, lead, and helper, then negotiate
NON-COVERED/NOT COVERED CHARGES: Capture all extraneous items not covered under the warranty and attempt to negotiate to Cinch Preferred Pricing
NEGOTIATE: Use resources to verify if pricing does not fall into the guide ranges (Price and Labor Guide, Home Depot, Encompass, Repair Clinic, Google, and Sears Parts Direct)
CLAIM: Calculate the claim and have it in saved status waiting for approval
STATUS: Check all appropriate job status boxes
PRE-AUTHORIZATION: DO NOT give pre-authorizations for jobs over your approval limit without reviewing with a specialist or supervisor

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