Urgent Patient Outreach Escalations
If a patient needs a time-sensitive call due to outreach from a facility, a last-minute cancellation, scheduling concerns, or another urgent escalation, the following steps should be taken.
Creating Urgent Contact Tickets
Create a Kustomer Note within the timeline of the individual who needs a call that includes a brief summary of the situation and any information or actions that are needed. If this is a VA Facility requesting scheduling for a patient, please indicate that.
If the individual has another open Kustomer ticket that is related to the call concern, we may use that ticket in lieu of making a note.
Assign the Kustomer Note to the "Zeel CS - Calls" TEAM and "VA Medical - Call" QUEUE.
Set the Kustomer note status to open by clicking the green checkmark at the top right of the ticket.
If the ticket status is not set to open, it will not appear in the call queue.
Apply the Urgent Call Needed tag to the conversation. Tickets that have this tag and are set to open will appear in the queue.
Calls that meet these criteria that still need to be handled are viewable here - https://zeel.kustomerapp.com/app/search/69cec718072fcd050fbd485a
CS Handling Protocol
When processing Voicemail Cleanup, we should tag cases that you come across that we feel should be contacted urgently, whether because it is a time-sensitive issue or the veteran has made multiple attempts to contact us, by putting the "Urgent Call Needed" tag on the VM ticket.
The Shift Lead will indicate someone assigned to either "New Patient Outreach" or "Voicemail Callbacks" to also monitor the "Urgent Contact Needed" queue.
For the assigned individual, this urgent queue will take priority and should be checked following every call or every other call. We want to take action on these quickly.
When handled, the ticket can be snoozed or marked "done". We do not need to remove the tag.