Fulfillment Escalation Chart

Fulfillment tickets will be organized into a tiered system, similar to how Trust and Safety escalations are structured.

*NOTE - VA Scheduling Queue will eventually roll into Fulfillment Tier 1, though for now, they will remain separated.

Fulfillment Tier 1 Tickets

https://zeel.kustomerapp.com/app/search/69e778987e7bff16de67d509

TEAM - Fulfillment / QUEUE - Fulfillment T1

• General booking inquiries

• Patients looking to enter an appointment request

• Rescheduling requests

• Single provider reassignment requests

  • Individual patients requesting a new provider

Fulfillment Tier 2 Tickets

https://zeel.kustomerapp.com/app/search/69e7791ec1209e6fea673627

TEAM - Fulfillment / QUEUE - Fulfillment T2

• Patients who have had 2+ unfulfilled requests

• Patients wishing to switch from in-home to in-office

• Patients requesting a list of available office locations

Fulfillment Tier 3 Tickets

https://zeel.kustomerapp.com/app/search/69e779b8df8844dbe6a4f74f

TEAM - Fulfillment / QUEUE - Fulfillment T3

• Tickets in challenge areas

  • These will typically be indicated by a tag on the ticket or by moving the 2+ unfulfilled requests from the T2 queue to T3.

• Office status inquiries and updates from providers

Fulfillment Tier 4 Tickets

https://zeel.kustomerapp.com/app/search/69e779ee1f6364c2ab3d7a23

TEAM - Fulfillment / QUEUE - Fulfillment T4

• Large (2+) provider reassignment cases

  • This will include all removed provider reassignments

• Tickets related to Wellhive

• Wellhive challenge areas

• Referral revocations needed (due to fulfillment reasons) in ZCC and HSRM

• Special cases and/or "urgent fulfillment needed" tickets