Behavioral T3 Escalation

Tier 3 Behavioral

Use Case - Harassment, intimidation, discrimination, professional boundary concerns, or possible fraud risk (such as appointment discrepancies).

Handle Protocol - Send an appropriate transfer message and escalate in Slack per T3 escalation path. Ensure a proper handoff is made (see below).

Transfer messages -

• CS Transfer to T&S Client Reports- ProviderBehavior Concerns- SENSITIVE

Hello {{customer.firstName}},

Thank you for taking the time to report your concerns. Your safety is important to us, and we have forwarded your feedback regarding (PROVIDER FIRST NAME LAST INITIAL) to our Trust & Safety team for careful review. Please be assured that your feedback will not be shared with the client/patient.

• CS Transfer to T&S Provider Reports- Client Behavior Concerns- SENSITIVE

Hello {{customer.firstName}},

Thank you for taking the time to report your concerns. Your safety is important to us, and we have forwarded your feedback regarding (CLIENT FIRST NAME LAST INITIAL) to our Trust & Safety team for careful review. Please be assured that your feedback will not be shared with the provider.