Overview:This guide outlines the mandatory routing protocols for Member Services. Our priority is One-Touch Resolution. Agents are expected to utilize all available resources' including the Admin portal, HGP, and KB articles to solve member issues directly without escalating the ticket.
Use the tables below to identify which issues must be handled immediately in Tier 1 (e.g., cancellations, scheduling, Withings support) and the strict criteria required before escalating Tech, App, or Device issues to Tier 2 or ProdOps.
Common Inquiries (DO NOT ESCALATE)
The following scenarios must be handled directly in Tier 1:
| Category | Inquiry / Issue Type | Agent Action & Routing Protocol |
|---|---|---|
| Tier 1 (Do Not Escalate) | Cancellations | Handle Immediately: Process directly in Admin. Do not transfer. |
| Scheduling Issues | Walk member through App/HGP to schedule. Use "Switch Provider" app feature if they need a sooner appointment. Processing Member Requests to Change Programs and Providers | |
| Specific Employee Request | Refer to KB: Handling Requests to Speak with Specific Employees. | |
| General Feedback |
Escalate to ProdOps via JIRA ([System] Service Request). Leave Assignee blank.
|
|
| Positive Feedback | Route to Coach Support. Add internal note ("Pass to provider leads"), change assignee to Coach Support Group, submit as Open. | |
| App & Tech Escalations | App Bugs | Troubleshoot first. If confirmed bug > file JIRA Ticket to Infra. |
| VBID / Incentives | Check HGP "Incentive Program". Dates missing? > Assign to Tier 2. Unclear? > Review Dell KB. Do not escalate if the member has been in compliance less than 48 hours. | |
| Webinar Missing | Route to Coach Support, add internal note, mark as Urgent. | |
| Eligibility / "No Programs" | Check OOE Onboarding Logic. Valid exclusion> Notify member. Error?> Escalate to ProdOps via JIRA. | |
| VMP Scheduling Blocked | Check HGP "Requirements to Schedule". All TRUE for more than 48hrs? <Escalate to ProdOps via JIRA. | |
| Device Support | Standard Orders | Escalate to Tier 2 ONLY IF: Not ordered yet + order template completed+ 1st session completed + all clinical requirements met. |
| CGM Orders | Do not use standard logic. Refer to CGM Section of Device Guide. | |
| Withings Issues | Do not escalate. If a member experiences an issue that requires direct support from the Withings Program team, they can easily open a ticket online. The member should click this link to access the Withings Program Support Center. Once they are on the support page, they simply need to click on the black icon located in the bottom right-hand corner of the screen to open and submit a new ticket. in the event that the member is redirected to Vida the instructions below can be followed. | |
| Philips Issues | Provide Philips Support Number: 888-666-4530. |
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