DMG BASICS
What is the key difference between a Ticket and a Job in DMG Pro?
Ticket = Customer
Job = Provider
When should Credit Card providers be used?
When Pro Providers can’t meet SLA or no in-network providers are available
What’s the difference between the Ops Dashboard and Pulse?
Dashboard = all tickets in your name | Pulse = tasks & non-routine work
What two items must you have with you at all times while on call?
Work phone and laptop
What is the goal for SCLC?
12 days
What application do we use to handle calls with providers and customers?
Dialpad
Once a Credit Card provider is scheduled, what must be sent to them?
The PDF from the Job page (top right)
What do Red tickets on the Ops Dashboard mean?
Scheduled for today
What week do you begin On-Call rotation?
Week 6
What is the goal for check-in compliance?
90%
What is our company’s SLA goal?
95%
What is the expected timeline for a provider to be onsite once requested?
Today or tomorrow
What color indicates an emergency on the Ops Dashboard?
Pink
What week do you gain access to PNC card approval?
Week 6
What margin percentage do we invoice customers?
35%
What is considered an unbillable?
An invoice that cannot be billed to the customer or is rejected
Why should providers want to work with DMG? (Name one)
Volume, more customers, more earning potential
What color means a job is ready to be invoiced?
Blue
How long must you attempt contact before canceling an emergency job?
1 hour
What’s the difference between PNTE and CNTE?
PNTE = Provider | CNTE = Customer (CNTE should be higher dollar amount, with a goal of 35% margin)
When are office hours?
(M-F, 3hr/day) 10:15-11:15AM, 11:15-12:15PM, 1:30-2:30PM
What must be done if a provider requests pricing higher than the CNTE?
Request customer approval / proposal
What does it mean when a job has no color on the Ops Dashboard?
Job needs coverage / posting
How often are you required to have your work phone accessible?
24/7 (regardless of being on-call)
What are Work Verification Tasks?
Extra verification steps for providers with lower ratings