CED_for_ISG_IND

Views:
 
Category: Entertainment
     
 

Presentation Description

No description available.

Comments

Presentation Transcript

slide 1:

Document Title SYSTEM Performance Solutions 1 of 10 Revision: 5/5/2014 CED for ISG Individual Business Purpose The purpose of this Customer Experience Desktop CED is to provide ISG associates with procedures for responding to customer and provider phone calls including locating and adding notes. Overview Member updates processed in CED will continue to appear in the ISG audit trail as if performed in ISG. However the CED tracking notes of discussion/activity do not transfer over to ISG. CED provides two ways to research and locate information: The Discussion is where to look for or leave notes pertaining to a call. The Activity Log keeps track of all the screens and activity that is viewed or processed during a call. Example: If ID cards were requested the process will be visible in the activity log. Note Although you may continue making updates on ISG the phone reps are now required to use CED and you need to know how to access and view their notes. From CED you can view all other system notes including ISG Facets Legacy and more. Continued on next page CED for ISG Individual Business Quick Reference Guide

slide 2:

Document Title SYSTEM Performance Solutions 2 of 10 Revision: 5/5/2014 CED for ISG Individual Business Continued Start a search inquiry Follow the steps below to start a search inquiry. Step Action 1 Log in to CED. 2 Click the Search button. 3 Click on the Inquiry radio button to select search type. Continued on next page

slide 3:

Document Title SYSTEM Performance Solutions 3 of 10 Revision: 5/5/2014 CED for ISG Individual Business Continued Start a search inquiry continued Step Action 4 Type in the Member ID and then click the Search button to pull up tracking notes from all systems. 5 Click on the Inquiry hyperlink under Search Results. Notice CED and ISG notes below. Results: The Inquiry Details screen appears. Continued on next page

slide 4:

Document Title SYSTEM Performance Solutions 4 of 10 Revision: 5/5/2014 CED for ISG Individual Business Continued Discussion and activity research Follow the steps below to research view or add notes to CED. Step Action 1 Scroll down and click the Discussion link on the title bar to open the discussions box. 2 View notes in the Notes field to the right-side of the screen. 3 Type a new note in the Add a note field and then click Save at the bottom right of the screen. 4 Scroll down again until the Activity List appears which includes the Activity ID below it. 5 Click the Activity ID link to display the Activity Details screen. Continued on next page

slide 5:

Document Title SYSTEM Performance Solutions 5 of 10 Revision: 5/5/2014 CED for ISG Individual Business Continued Discussion and activity research continued Step Action 6 View details of all screens and operations that have been performed for the selected ID. Notes may be added here but it is not necessary. 7 Click the Cancel button to close. Continued on next page

slide 6:

Document Title SYSTEM Performance Solutions 6 of 10 Revision: 5/5/2014 CED for ISG Individual Business Continued Add a note Follow the steps below to add a new note. Step Action 1 Click the Search button then click the Member radio button. 2 Type in the Member ID and then click the Search button. Continued on next page

slide 7:

Document Title SYSTEM Performance Solutions 7 of 10 Revision: 5/5/2014 CED for ISG Individual Business Continued Add a note continued Step Action 3 Click on the selected Member/Contract Name radio button. 4 Click the Discuss Now button. 5 Click on the Notes section in the upper-right of the screen and type your note. 6 Click on Wrap Inquiry button when finished. The following stop will appear: Note: If you are finished with this Member click the No button. Results: The Wrap Inquiry screen will appear. Continued on next page

slide 8:

Document Title SYSTEM Performance Solutions 8 of 10 Revision: 5/5/2014 CED for ISG Individual Business Continued Add a note continued Step Action 7 Update/verify the required red highlighted fields on the Inquiry Summary screen. Contact Type Automatically entered by system if call received by IVR. Received Method Automatically entered but verify. Response to Contact Automatically entered by verify CSR Priority Automatically entered but verify. 8 Scroll down to the Discussion screen and update the required fields. Category Automatically entered but check for accuracy Sub-Category Class Codes Automatically entered but check for accuracy Discussion Type Automatically entered but check for accuracy Continued on next page

slide 9:

Document Title SYSTEM Performance Solutions 9 of 10 Revision: 5/5/2014 CED for ISG Individual Business Continued Add a note continued Step Action 9 Scroll down and click the Save button in the lower right- hand corner. The following stop will appear: 10 Click Yes to proceed. 11 Click the Continue button when the following message appears.

slide 10:

Document Title SYSTEM Performance Solutions 10 of 10 Revision: 5/5/2014 Document Statistics Current information Subject Matter Expert SME Content Subject Controlling Organization/ Owner KLCM folder location Version Date Line of Business Location Revision history Version Date Nature of Change Authorization

authorStream Live Help