Escalations VS Elevations
Case Manager should refer to this document when determining whether a situation calls for an escalation/elevation.
What is the Consolidated De-Escalation and Elevation Protocol.
Medical Records are stored in this tab.
What is the Medical History tab?
Case Managers Select this icon to launch Twilio Flex.
What is the phone icon?
This application is used to track case managers status/availability to receive emails.
What is Omni Channel?
This application is used within Salesforce to view client's legal cases.
What is Service Console?
This gem should be used when interacting with particularly offensive clients.
What is the Offensive Client Conduct Protocol?
This reflects the client's injury.
What is Diagnosis?
This will occur when an IB SMS is received while a Case Manager is conducting a IB Phone call.
What is the SMS will be queued?
This is where Case Managers will view the open tickets.
What is "My Open Tickets"?
This tab reflects basic details of a client's legal case.
What is the details tab?
This gem helps Case Managers to sympathize with the clients.
What is the Anechoic Sympathy Guide?
This reflects the client's connection to this product.
What is proof of use?
This view should only be accessed when a Case Manager is NOT on a Phone call.
What is the Expanded View?
What process will Case Managers conduct when an email interaction needs to be reflected on multiple legal cases?
What is cloning?
This tab is color coordinated according to the quality of the data.
What is the Medical Data tab?
A Case Manager should perform this when a client requests a supervisor.
What is an Escalation?
This naming convention should be used when uploading Medical Records.
What is Type of Document_Last Name_DOB?
This tab allows Case Managers to view their open tasks in Twilio Flex.
What is the Agent Desktop?
This feature allows Case Managers to combine multiple emails that are identical/addressing the same issue.
What is the Merge Tickets feature?
This tab reflects all phone related interactions.
What is the Comms History tab?
A Case Manager should perform this when a client requests to speak with an/their attorney.
What is an Elevation?
Case Managers send these to providers when client's are unable to submit their own Medical Records.
What are Medical Record Requests?
Case Managers must change this prior to logging out.
What is the Status?
These can be created directly within a ticket.
What are Escalations/Elevations?
This tab reflects all surveys/questionnaires required for the client to complete.
What is the Questionnaire tab?