Call Escalation Protocol
Initial Response
- Always attempt to authenticate account per HIPAA guidelines
- Take ownership and try to de-escalate: “I’ll be happy to escalate, but first let me authenticate your account and see if I can help directly.”
After Authentication
- Gather details: “To ensure I understand completely, could you explain what happened?”
- Offer to resolve: “I believe I can help resolve this for you. Would you allow me to try?”
- If patient agrees, take ownership and handle the call
Escalation Routes
If patient specifically requests “supervisor” or “manager”
Warm transfer the call to the Resolutions team, explaining they are our next level of support
Special Situations
If queue unavailable: Submit a “Patient Callback” ticket through Syncro CRM.
Critical Reminders
- Always warm transfer calls
- Resolution agents must not identify as supervisors/managers
- Always authenticate before escalating
Escalation Process for Resolution Agents
When a call gets transferred from Billing to Resolutions, Resolutions agents need to accept the call and try to solve the situation with the best of their abilities.
Even though the call is not a transfer but came in directly, you are still part of the Resolutions team and calls should be handled with the same mindset as a Resolutions agent.
Please make sure you use all of the available resources, apply empathy statements and acknowledge all of the details to improve the experience.
Resolutions agents must take 100% ownership of the call and resolve it accordingly.
AN AGENT FROM RESOLUTIONS CAN NOT TRANSFER CALLS TO OTHER RESOLUTIONS AGENT AS BOTH HAVE THE SAME TOOLS AND KNOWLEDGE
When the caller escalates again, the Resolutions agent needs to try his/her best to de-escalate the call and take ownership of the problem.
Last update by: Nina O (Nov 8, 2024)