Assigning to and Utilizing the Fulfillment Queue
Use Cases:
Patient/Provider asks to be reassigned from their patient/provider.
Blasting appointments that have not been picked up in a set amount of time. (And if the provider has been contacted about picking up the appointment multiple times with no response from the provider.)
Providers leaving the network (or pausing for an extensive amount of time) to reassign current active referrals.
CS should communicate with Fulfillment and/or In-Office for provider availability changes, such as going on vacation or not accepting new patients for a certain amount of time.
Requests that just need to be blasted to the network are not Fulfillment; CS can handle those tickets.
Fulfillment has sent tickets, but they are assigned to the general queue and do not need to come back to fulfillment. If the patient or provider responds with availability, CS can blast. Anything that needs further investigation can come back to Fulfillment.
Actions:
Assign to Fulfillment TEAM and QUEUE.
Leave the ticket in OPEN status.