--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 concer