Ring Central
What Ring Central status should we avoid at all costs?
Unavailable
How long can we leave a case 'Waiting On Customer'?
Two business days
How long does it take to get an SLA breach in Front?
8 business hours
How do you expedite a MedPass?
Create a ticket on JIRA
Which Walmart employees are NOT required to log in and complete/submit their application?
Walmart Technicians, Opticians, and Pharmacy Interns
When verifying PII over the phone, you should always-?
Hit the 'Mask' button
If a case is Waiting on Verisys, it should be updated every- ?
Two business days
How long does it take to get an SLA warning in Front?
4 business hours
What are the TWO MedPass application lead times?
5-7 days for Walmart new hires, 30-60 business days for all other providers
Is a resume image upload required on a provider's application?
No, resume image is not required.
What should you immediately do after missing a call?
Change your status from 'Unavailable-Refused' to 'Available'
True or False: You have to add the date and time to every single case in Sales Force
False- the date and time are only required for email cases
Can we delete emails in Front?
No, only managers can delete emails.
What should you do if a provider cannot confirm their company name in CheckMedic?
Confirm PII (only over the phone)
What should you do with a blank or silent voicemail?
Add voicemail tag, add note, and archive.
Where do you find the Ring Central contact ID?
Under 'Interactions' in the contact center
If you receive a spam call, what account name should be put in the Sales Force case?
Verisys
Does the forwarding process require a case?
If a provider receives a bad verification result, what are their two options?
They may 'Provide Additional Information' or 'Dispute Results'
A Walmart provider calls in regarding a change in their job status. Who do we direct them to?
Walmart Health and Wellness Credential Management: hwcm@wal-mart.com
In Ring Central, what does the 'Agent Leg' do?
Connects the Contact Center to the correct RingCentral device
An admin sends an email with five BLS certificates attached. How many cases should be created?
Six- one for the admin and one for each provider.
What is the new rule for unassigning/re-assigning emails?
Always leave a note explaining why you unassigned it.
Can an admin submit an application for a provider?
No, providers have to submit their own applications
MedPass status is 'clear' and the provider wants to know the next step. What do you advise them?
Refer them back to their company