Authorizations
Decision Desk
Agents are required to call the Decision Desk when the Agent or Service Provider feels that the job should be denied. DO NOT call the Decision Desk if there is a long hold for a specialist. This line needs to remain open for all recommended denials ...
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 ...
Complete A Service Job
A completed Service Job is considered finalized. The Service Provider has accepted, worked, and completed it. It is expected that the Service Provider does not have any further work to do for the customer or job. Manual completion of a Service Job ...
Communicating & Negotiating Pricing with Service Professionals
Negotiation Guidelines This process is for negotiating pricing for APPROVED parts, labor, or non-covered charges. Negotiating can only occur after the full service report has been taken. If you are unsure of when/how much to negotiate pricing, ...
R-410A & AHRI Guidelines
The acronym "AHRI" stands for the Air Conditioning Heating and Refrigeration Institute This is adopted in Florida, North Carolina and various other municipals across the United States. This is the trade association representing manufacturers of air ...
Entering A Service Report
In order to enter a Service Report, the Service Job Status must be in Accepted status. In some cases, the Service Job Status may show as New. If this happens, the Authorization Agent will need to advise the Service Professional to change the status ...
Authorization Process
CTI Verification Verify the Service Professional and Customer information using the CTI pop-up: CTI pops with ALL job information. View Scripting CTI pops with only SP Account Number. View Scripting CTI pops with a Sears assigned job. View Scripting ...
CinchPro Overview: Mobile App
The CinchPro Mobile App provides a way for Service Technicians to view and update all Service Jobs assigned by Cinch. Below is an overview of how the app works to assist Service Technician's with any questions they may have, however, for any in depth ...
Labor Rate & Diagnostic Fee Verification
Follow the steps below to verify the Service Professional’s Labor Rate, Labor Type, and Diagnostic Fee. Click the Service Provider hyperlink. The Service Provider Rate pop-up box will display. Scroll down and click Service Provider Maintenance. The ...
Product Change Procedure
The Product section of the Service Job displays the item that the customer requested service for. At the time of Service Initiation, the Customer or Customer Service Agent will process the Service Job on what they believe the failed item is. In some ...
Manual Claim Override
Approve Override Procedure In the Claim, click Approve Override. Update the pricing amounts in the Approved column as needed. Click Approve. Reject Override Procedure In the Claim, click Reject Override. Click OK on the pop-up. Select the ...
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 ...
Entering Refrigerant Details
If Refrigerant is needed for the covered repair, enter the details in the Part Line under the Parts Section. Some contracts will have a Refrigerant Cap Limit. If a contract has a Refrigerant Cap, it will display in the Entitlement Section. ...
Leak Stop
Service Professionals are approved to use Leak Stop following the guidelines outlined below without calling into Authorizations. The use of Leak Stop will be approved as a viable repair on all HVAC sealed systems (straight cool/heat pump split ...
Repair vs. Replacement: First Attempt
An agents first direction should be to attempt a cost-effective repair rather than jumping straight to a replacement of the equipment/product. Customers respond positively when a Service Request results in a repair that was completed and have a ...
CTI Procedures & Scripting: Authorizations
This article provides an overview of CTI procedures and scripting used by Authorizations Agents. Included in this article are instructions for activating the CTI screen pop feature, the Service Professional’s information that appears when a call is ...
Non-Covered Charges: Updating the Customer
When a technician calls in a Service Report that includes Non-Covered Charges, we need to make sure the customer is aware of these charges and has accepted them before the Service Professional can move forward with Repair/Replacement. Technician at ...
AuthoPro
AuthoPro is a cloud based application used to systematically transfer information to ServiceBench. AuthoPro is used to collect the Service Report information from the Service Professional. Click the Attachment below to review the AuthoPro User Guide. ...
Create Claim Process
Follow the create claim process when the Service Job is ready to be invoiced. Scroll to the Products section of the Edit/View Service Job screen. Click the Create Claim button. The Warranty Administration screen will open. Scroll down to the Unit ...
Replacement Deductible - SP Will Collect - Claim Credit and Cap
Cinch P3 contracts May require a Replacement Deductible for specific items being replaced rather than repaired. When the Service Type field in SB is updated to Replacement, this begins the Replacement Deductible process: An Email and Text is ...
Additional Failures
When a Service Professional calls into Authorizations with additional failures to report on a Service Job, they can only be added if the job has not been completed. Process Capture additional part failures in the Part Lines. Verify part coverage. ...
Potential Recall: Authorizations
When a Service Professional calls in with a Service Report on a Potential Recall, the Authorizations Agent will research job history, time frame, etc. to verify whether this is a True Recall. Based on the findings, the agent will either move forward ...
Replacement Recommendations: Service Professional Process
Below is the process that should be followed when the Service Professional calls in recommending a replacement. Enter the service technician's findings/diagnosis and attributes into the Service Job in the Service Explanation field. Authorizers are ...