Docs
Where do you go to submit docs?
- Ross & Matthews website
- LS app
- Fax
What is the standard wait time for documents to be processed?
A. 12 hours
B. 24–26 hours
C. 2–3 business days
D. Immediately after submission
B. 24–26 hours
What should members watch for after submitting a GAL or CAL?
A demand letter from the attorney in their legal shield portal app or email
You should email the attorney if a member calls asking about documents that haven’t been processed yet.
False
What is the default status for new Employment, Workers Comp, Education, or Family Law intakes?
New
How will the member be contacted after you escalate a delay in documents?
via message or email
It has been over 24 hours since a member submitted documents, what should you do?
A. Mark intake as "Ready to Pick Up"
B. Reassign the intake to Legal
C. Check with the Documents Department
D. Tell the member to call back tomorrow
C. Check with the Documents Department
Who do you notify if a draft is approved?
The Atty & B1 secretaries
If it’s been over 5 days and documents are still missing, you should ask the member to resubmit them.
True
What status is used when a member calls back an attorney?
RTPU
A member doesn’t know how to upload their documents what do you do?
Tell them their options and walk them through the process
What method is NOT valid for submitting documents?
A. Website
B. Attorney's Email
C. LS Portal
D. Fax
B. Attorney's Email
If the intake has notes about documents rcvd, When should you mark an intake as "Ready to Pick Up"?
Only when the documents have been reviewed, so if the member calls and it has been 3 days since we rcvd them, never upon receipt.
Documents received by fax will be processed right away.
False - by end of day
What status do you use for an attorney-approved draft letter?
In progress
What must you always provide the member to include on the form?
Their Intake #
Which fax number is correct for traffic documents?
A. 817-255-2090
B. 817-255-2080
C. 817-255-2070
D. 817-200-1000
B. 817-255-2080
A member asks about their document status. What do you do?
Ask for the intake # review the notes and advise the member if they are received and educate on the 3 day doc review.
If documents were received but has not yet been the 3 day review period, you should leave the intake status as is.
True
What status should you select if the intake is B5 exhausted and the member requests a call back from an in-house attorney?
To Be Referred
Why do we need the member to have the intake # when uploading docs?
To confrim which intake the docs belong to and what atty if any to send them to
Which fax number is correct for B3 civil lit documents?
A. 817-255-2090
B. 817-255-2080
C. 817-255-2070
D. 817-200-1000
C. 817-255-2070
You're reviewing an intake with a note that documents were submitted via fax three days ago. The member is asking why they have not received a call back and are upset due to a delay, what do you do?
Educate the member on the 3 day document review. Send an email to the attorney requesting a callback, Note the intake, and change the status to “RTPU”
You should mark the intake as "Ready to Pick Up" once documents are received, even if they haven’t been reviewed.
False
What status is used when a member missed an appointment and attorney is not available?
RTPU