Fwd: TigerTel/Mavencare Discussion

--000000000000657da605dd07c531 Content-Type: multipart/alternative; boundary="000000000000657da305dd07c530" --000000000000657da305dd07c530 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable HI! I don't expect you to make sense of this, but wanted you to have it to file away if needed in the future. I am trying to get the On-call to route appropriately. We have set up weekly calls to make sure that we are happy with the service. Best, ---------- Forwarded message --------- From: Guy Cayton Date: Tue, Apr 19, 2022 at 11:48 AM Subject: RE: TigerTel/Mavencare Discussion To: Pablo Hurtado , Taneshia Persaud Cc: audraw@homecareassistance.com Good afternoon Pablo, Taneshia, and Audra. I=E2=80=99m following up with confirmation that the updates have been completed as we discussed in our meeting today. I=E2=80=99ve recapped the updates below: 1. Caregiver calls will now prompt for clinical concerns. I=E2=80=99ve streamlined this further and the calls will route as indicated below if = the callers are identified as Caregiver: 1. What is your call regarding? i. Clin= ical Concerns for a Client 1. We will identify if for NY or Toronto 1. Message taken and patched to the on-call accordingly. i. If no answer, we will make attempts every 10 minutes until the message is relayed verbally. 1. Emails will be sent in real time to the following email addresses: i. calls@mavencare.com ii. stericycles@mcp.mavencare.com ii. All Other Calls 1. A message will be taken and emailed in real time to the following email addresses: 1. calls@mavencare.com 2. stericycles@mcp.mavencare.com 1. We will no longer be making patch attempts to the Sourcing on-call for Caregivers that are calling out for shifts, late, etc. This information will instead be emailed in real time to the following email addresses and considered delivered: 1. calls@mavencare.com 2. Stericycles@mcp.mavencare.com 2. We will no longer be making patch attempts for Potential/New Customers. The information will instead be emailed in real time to the following email addresses. Note that there is a third email address that was previously associated with Potential/New Customers =E2=80=93 leads@mavencare.com. If this needs to be removed, please let me know and I will ensure that this is updated accordingly. 1. calls@mavencare.com 2. Stericycles@mcp.mavencare.com 3. leads@mavencare.com 3. Department of Health call type and protocols have been removed in their entirety. Should they be received, we will process as =E2=80=9CAll= Others=E2=80=9D. I also had an opportunity to research the call concerning Maura Sessa. It appears that there was an issue with the account that prevented the call from going to our dispatchers as intended, however, I do see that two patch attempts were made to Danielle at the time. Due to the sweeping changes that were made as a result of our conversation this afternoon, this type of issue should not present itself again as all caregiver calls (that are not concerning clinical concerns) will be immediately be sent to email at the identified addresses above. I will also be sending a recurring meeting invite, to occur every Tuesday at 1:30pm ET, for the foreseeable future. If there are any additional questions or concerns at this time, please let me know and I=E2=80=99ll be happy to assist! Regards, *Guy Cayton* Client Services Account Manager O: +1.800.673.7011 *gcayton@tigertel.com * https://tigertel.com [image: TigerTel-color-web] -----Original Appointment----- *From:* Guy Cayton *Sent:* Monday, April 18, 2022 1:59 PM *To:* Guy Cayton; Pablo Hurtado; Taneshia Persaud *Cc:* audraw@homecareassistance.com *Subject:* TigerTel/Mavencare Discussion *When:* Tuesday, April 19, 2022 1:30 PM-2:30 PM (UTC-05:00) Eastern Time (US & Canada). *Where:* https://us02web.zoom.us/j/87446914725 Guy Cayton is inviting you to a scheduled Zoom meeting. Join Zoom Meeting https://us02web.zoom.us/j/87446914725 Meeting ID: 874 4691 4725 One tap mobile +13017158592,,87446914725# US (Washington DC) +13126266799,,87446914725# US (Chicago) Dial by your location +1 301 715 8592 US (Washington DC) +1 312 626 6799 US (Chicago) +1 646 558 8656 US (New York) +1 253 215 8782 US (Tacoma) +1 346 248 7799 US (Houston) +1 669 900 9128 US (San Jose) Meeting ID: 874 4691 4725 Find your local number: https://us02web.zoom.us/u/keeSDdl65K --=20 Audra Williams Director of Business Support *Please note my email has changed:* audraw@TheKey.com (425) 757-7027 TheKey.com [image: TheKey] --000000000000657da305dd07c530 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable HI! I don't=C2=A0expect you=C2=A0to make sense of this, b= ut wanted you to have it to file away if needed in=C2=A0the future.=C2=A0 I= am trying to get the On-call to route appropriately.=C2=A0 We have set up = weekly calls to make sure that we are happy with the service. Best, -----= ----- Forwarded message --------- From: Guy Cayton < gcayton@tigertel.com > Date: Tue, A= pr