Handling Voicemails & Inbound Call Tickets

Objective: Managing phone support requires quick thinking and strict adherence to process. This guide outlines how to handle voicemail tickets, escalate complex calls, and ensure every member is verified. Please note when scheduling a callback in any scenario refrain from scheduling more than 7 business days out. 

🎙Voicemail Ticket Protocol

When a member leaves a voicemail, a ticket is automatically generated. Before you dial out, check the phone numbers!

Scenario A: The callback number in the message matches the Inbound (IB) number

1. Call the member back directly from the same Voicemail ticket.

2. Once connected, verify the member's identity.

3. If you do not connect with the member you can use this script 

   "Hello, this is [Your Name] calling from Vida Health. I am following up on the voicemail you left us regarding [briefly summarize the topic—Reminder: strictly avoid PHI, names, or program info not stated in their message]. When you have a moment, please call us back at 855-442-5885. We are available to assist you from 8:00 AM to 8:00 PM Eastern Time. We look forward to speaking with you soon!"

4. Update their Zendesk profile accordingly.

Scenario B: The callback number is DIFFERENT from the IB number

1. Do not call out from the VM ticket. Instead, dial out using the Talk console. (This will automatically create a new ticket once the call connects).

2. Verify the member during the call and update their Zendesk profile.

3. Add an Internal Note to the new ticket with the original Voicemail Ticket Number for reference.

4. Go back to the original Voicemail ticket and submit it as 'Solved'.

🛑 The "Refusal to Verify" Edge Case

Sometimes, members are hesitant to give out their personal information over the phone.

• Action: Politely explain that due to HIPAA regulations, we must confirm their identity before we can discuss their account or provide any information.

• If they still refuse: You cannot proceed. Add an internal note stating: "Caller refused to provide contact/verification information" and submit the ticket as 'Solved'.

📈  Escalating a Support Call

If a request needs to be sent to another Internal Team, follow these steps to manage the handoff smoothly.

Step 1: The Escalation Script

Say this: "I need to submit this request internally for review and further assistance. Would you prefer a follow-up via email or a phone call?"

Step 2: Coordinate the Follow-up

• If they prefer Email: "To confirm, the best email address to reach you is [Read Email on File]?"

  • Recommend email as the follow-up option, only schedule call backs if specifically requested by the member

• If they prefer a Phone Call: "What would be your preferred day and time for our internal support team to give you a call?" * Agent Action: Fill out the Zendesk callback field.

  • "I have scheduled a callback for [Date] at [Time]. Is the phone number on file, [State Phone Number], the best number to reach you?" (If they provide a different number, put it in an Internal Note).

  • Please do not schedule callbacks more than 7 business days out. 

Step 3: Wrap Up the Call

Say this: "Your support request ticket #[ticket number]  has been escalated and is under review. Once we have more information about your request, we'll reach back out to let you know within 24-48 hours.

During this time, if you have any follow-up questions or additional information to share, please let us know.
We appreciate your patience while this is being looked into."

Step 4: Post-Call Admin

• Leave an Internal Note summarizing the issue using the Ticket Notes - Escalation or Phone Ticket macro. Set the ticket to 'Pending'.

• Send the Inbound call - Follow up after completion macro to the member via email.