Respond to Stakeholder Inquiries

Submitted by admin on Tue, 05/04/2021 - 15:24
Policy: 

Robust and accurate Customer Service is the crux of F/EA’s services. Customer Service staff answer the F/EA toll-free phone number from <<9A.M to 5PM>> on all State business days. Mail is reviewed daily (See Policy and Procedure document). F/EA Customer Service makes every effort to respond accurately to all participant inquiries either via phone or in writing. 

During hours that Customer Service staff does not answer the F/EA toll-free phone number, a voicemail messaging system collects messages left by callers. Customer Service staff retrieve messages each business day. All calls are returned within 1 business day of receipt.
Procedure: 

Incoming Calls

  1. <<Staff Title>>s, or assigned staff, answer all incoming calls to toll-free phone number
  2. <<After verifying that caller is a participant or representative>> (see Policy and Procedure document), <<Staff Title>> answers caller’s inquiry
  3.  If minor research is necessary to accurately respond to participant inquiry, <<Staff Title>> performs research while caller is on phone
  4. If significant research is required to respond to caller’s inquiry, <<Staff Title>> tells caller by when they can expect a return call with an answer after additional research is performed
  5. Call is logged in Customer Service System
  6. Perform research and return call by date and time indicated
Incoming Mail
  1. <<Staff Title>>s process incoming mail daily (See Policy and Procedure document)
  2. Any mail from a participant or representative with an inquiry is identified
  3. <<Staff Title>> reviews inquiries and provides mail documents to <<Staff Title>> for follow-up
  4. <<Staff Title>> research each inquiry
  5. <<Staff Title>> respond to each inquiry by mail or telephone as applicable
    • If inquiry is responded to by telephone, response is recorded in Customer Service System
    • If inquiry is responded to by mail, copies of documents sent are scanned and saved to participant’s scan file folder for 7 years per File Retention Policy
 
Voicemail Messages
  1. Before 9:15 AM each morning, <<Staff Title>> retrieves all voicemail messages from answering system
  2. <<Staff Title>> records all calls
  3. <<Staff Title>> records:
  • Date Message Retrieved
  • Date message left
  • Caller
  • Consumer in question (if applicable)
  • Payee in question (if applicable)
  • Return phone number

  4.  After retrieving all messages, <<Staff Title>> assigns Customer Service staff to research and respond to each call within the business day

  • <<Staff Title>> types <<Staff Title>> name in “Assigned To” column for message

 5.  <<Staff Title>> auto-filters by “Date Message Retrieved” equal to today’s date and by “Assigned To” to each staff member

  • <<Staff Title>> prints each <<Staff Title>>s message assignments for the day
  • <<Staff Title>> provides assignments to each <<Staff Title>> and instructs them to return all calls within the business day

 6.  After making each call, <<Staff Title>> records resolution in Customer Service System (See Policy and Procedure document)

  • <<Staff Title>> initials recorded message on print out provided by <<Staff Title>>
  • If an action besides returning the call is required, <<Staff Title>> notes that on the print out
  1. At 4PM each day, <<Staff Title>> collects print out from each <<Staff Title>>
    • <<Staff Title>> verifies that each recorded message row has been initialed
    • <<Staff Title>> initials and dates each print out of messages
  2. <<Staff Title>> provides initialed print out of messages to <<Staff Title>>
  3. <<Staff Title>> reviews each print out to verify that all calls were initialed as responded to within the business day
    • <<Staff Title>> signs and dates print outs
  4. <<Staff Title>> stores verified print outs in “Messages” file folder in Customer Service File Cabinet
    • Print outs are stored for 90 days
    • After 90 days, print outs are shredded
Internal Controls: 

The internal controls used by F/EA to monitor this process establish responsibility, segregate duties, document procedures and ensure independent internal verification.

  1. All incoming and outgoing calls are recorded in Customer Service System
  2. Customer Service staff verify that caller is a participant or representative prior to providing information
  3. Copies of any written responses to participant inquiries are stored in participant’s scan file for a minimum of 7 years per File Retention Policy
  4. <<Staff Title>> retrieves messages each day by 9:15 AM
  5. As each message is returned or acted upon, <<Staff Title>>s initial message print out document
  6. At 4PM each day, <<Staff Title>> collects print out from each <<Staff Title>>
    • <<Staff Title>> verifies that each recorded message row has been initialed
  7. <<Staff Title>> reviews each print out to verify that all calls were initialed as responded to within the business day
    • <<Staff Title>> signs and dates print outs
  8. <<Staff Title>> stores verified print outs in “Messages” file folder in Customer Service File Cabinet
    • Print outs are stored for 90 days
    • After 90 days, print outs are shredded