Issue Overview
In some cases, Healthcare Providers (HCPs) may experience issues placing orders due to a deactivated territory. Despite this, providers can still place orders through the GRC team. If an HCP reports this issue, follow the steps below to provide assistance and escalate appropriately.
Steps to Address the Issue
-
Inform the Provider
- Assure them that they can still place orders via the GRC team by phone.
-
Gather HCP Information for Escalation
- Collect all relevant details about the HCP experiencing the issue:
- HCP Name
- NPI (if applicable)
- Office/Location Details
- Any error messages received
- Collect all relevant details about the HCP experiencing the issue:
-
Escalate to CS Leads
- Send an email to the Customer Support (CS) Leads with the HCP's information.
- This will ensure that the issue is properly escalated to the Home Office for further investigation.
-
Provide the GRC Contact Information
- Give the provider the GRC phone number so they can place their order over the phone.
- If necessary, offer to transfer the call directly to the GRC team.
Conclusion
By following these steps, you can efficiently assist HCPs experiencing checkout issues due to a deactivated territory while ensuring the concern is escalated for resolution. Keep CS Leads informed and provide alternative ordering solutions to maintain a smooth experience for the provider.