OCCURRENCE: Pretty regular occurrence.
OBSERVATION: These are tickets that are dealing with the approval process for entry into EMDC. They are normally handled by a Tier 2 specialist who deals with communication with initial inquiries.
You are looking for these that are 7 or more days old and still in a "pending" status. You are also looking for tickets where approval has been granted but the ticket is still open.
ACTION: First, get the person's full name filled out on the ticket if possible. For those more than two weeks old, you do one of the following:
-If there has been NO communication, then contact Tier 2 Specialist and ask them to reach out a second time.
-If there has been a second communication, and still no reply from the enrollee, then set the ticket to closed and notify Tier 2 -specialist that the ticket is closed. (Per instruction for how to handle old applications, this is set to closed status. If the customer replies it will auto-open.)
-If the ticket is open, but approval has been granted, then close the ticket and notify the assigned agent via a note.
-For English and French, assign to Steve. For Spanish, assign to Carter. For Indonesian, assign it to MAx and Russian assign it to Katerina.
SOURCE: EMDC