GWFL FTX Homepage

Supervisor Line: 585-327-5551

Open Sites *Launch every day to capture all updates*

Training Guides

Fieldtex: Health Plans Summary

Accessing the Fieldtex Database

Inbound Call Procedure

Fieldtex Shipping Information

OTC Contracts Information for GWFL

FTX Catalogs

Applications and Toolbox

Web-based Contact Form for Emailing the Warehouse

Non-Medical Products $3.25 or less

My.ADP

Incontact

Teams

Web Based Outlook

Resources

Goodwill Information Gateway Knowledge Base

Goodwill U.  Power of Learning Library

Fieldtex: Health Plans Summary

Health	Member	Benefit	Free	Product	Credit	Shipping
Plan	Services	Award	Shipments	Limits	Cards	Fee
HighMark		$320 Diamond	unlimited	6 per category/qtr	no	NA
Wholecare	800-685-5209	$140 Ruby	unlimited	6 per category/qtr	no	NA
Meridian Health						$5.35 all orders
MLTSS	866-821-2308	$10	1 / month	no  limits	yes	after 1 free

Accessing the Fieldtex Database

Accessing the Fieldtex Database

Log in to your computer: Control ALT Delete

Enter username and password

Open Google Chrome

Enter http://gwfl.from-ny.net/ in Search Bar

Fieldtex Homepage appears

Click the Open Sites *Launch every day to capture all updates* link

Box appears in lower left corner

If a security box appears, Click Keep

Sites-home Box appears in lower left corner

Double Click to open

Click on More Info

Click on Run Anyway

Two Windows will Launch

· First Window – Health Plans (2 tabs will load)

· Second Window - Tool Box (4 tabs will load) – GWFL Fieldtex Homepage, CC Fieldtex (email template), Nice inContact, ADP

Tool Box Window

Open ADP Tab

Sign in – Enter User ID

Enter Password

*Clock In 5 minutes before start time

Open NICE inContact (Sign In)

Sign in – Enter Username

Enter Password

Daily Schedule appears

Check schedule for activities and events

Check for messages (bell)

Click on grid in the upper left corner

Launch MAX

Click on Integrated Softphone and Connect

Health Plan Window

Open Health Plan Tabs

Operator Logins appear

Log In – Enter Username

Enter Password

Member Logins appear

Return to MAX

Set Max Status to AVAILABLE to begin accepting calls

Set Max to the appropriate status throughout the work day:

Unavailable - 15 minute break	You will use this if you are going on a 15-minute break
Unavailable - Call Evaluations	You will use this if you are doing Call Evaluations
Unavailable - Consultation	You should only use this if you need to direct a question to or have a discussion with a Unit Lead or Supervisor
Unavailable - Email processing/vm	You should only use this if you are creating an email or if you are in the queue to retrieve voicemails
Unavailable - Lunch	You should only use this for your lunch time
Unavailable - Meeting	You should only use this if you are in a scheduled meeting
Unavailable - Outbound Call	You should only use this for assigned outbound projects
Unavailable - Away From Computer	You should only use this when you need to step away from the computer
Unavailable - Special Project	You should only use this if you are assigned a project by a Unit Lead or Supervisor
Unavailable - Tech Support	You should only use this if you are having tech issues (report all issues to someone from management)
Unavailable - Training	You should only use this if you are in an assigned training

Open Outlook from your desktop icon

*Check Email Messages*

TEAMS should automatically load onto your desktop

* Suggestion* Pin Sticky Notes and Calculator to your taskbar for quick reference

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Inbound Call Procedure

*Agents must answer call in 30 seconds or less

1. Select the appropriate Health System’s “Login as Member” window.

2. Greeting - This is ...., how may I help you?

3. Ask For/Enter Member Identification Number to access the account.
Document member ID # for reference during call. For Highmark Wholecare
Only – ask for/enter Member Identification Number and password (member’s
birthday) using six-digit format (April 01, 2010 = 040110). Document
password for reference during call.

4. Click LOG IN to Access Member’s Account.

5. Member’s HOME page with Name and Balance Remaining Appears.

6. Confirm the Name and benefit amount remaining - Who am I speaking
with? You have $x.xx to spend.

  * For Highmark Wholecare only - if someone is calling on behalf of a

member, you must get the member’s permission first before assisting them
with placing orders, tracking details or questions regarding the account. In

cases where the member is not present, advise the caller to call back
when the member is available. If you have a member that is nonverbal, we
will reach out to member service to see if the person on the line is an
authorized person to speak on their behalf.

      * For Meridian only – also tell member she/he gets 1 Free Shipment per
month. There is a $5.35 shipping fee for additional orders during the same
month.

7. If placing an order; ask for the first item number. Enter Item Number in
Search Box and click on Search to open catalog entry. Repeat each item
number, full description of product, and cost to member. Ask how many
desired.

· Out of Stock Items

o No backorders

o No knowledge of replenishment timing

o Ask member if she/he would like to order a similar product

o Suggest a call back in 1-2 weeks to check on availability

· Discontinued Items

o Ask member if she/he would like to order a similar product

o Check category and/or catalog for available options

8. Enter the quantity ordered. Add Item to Cart. If quantity is not accepted
inform member. Repeat quantity added to cart. Request next item number.

9. Occasionally Check Current Subtotal for Remaining Balance.

10. After Final item or if Balance is $0, verify order is Completed. Does that
complete your order?

11. Confirm $ Total and Amount of Items Purchased. Proceed to Checkout.

12. Confirm Shipping Address. If shipping address is different from the listed
address, make the change(s) in the SHIPPING ADDRESS window.

· If adding an apartment or unit number, add in SHIPPING ADDRESS window only. No need to enter in Notes. (10 North Pole Way Apt C)

· If adding a building number or letter, add in SHIPPING ADDRESS window only. No need to enter in Notes. (10 North Pole Way Bldg 12 Apt C)

· Do not enter the name of an Apartment complex or business park in the SHIPPING ADDRESS window. You can add in Notes if desired (Monroe Apartments, Corporate Woods Business Park)

· If the member provides an “in care of” name, enter in the Notes section, not in the SHIPPING ADDRESS window.

13. In the NOTES Section do not add the new address, just indicate TEMP if a
one-time change or PERM if the address change is permanent. If permanent,
advise member to contact Member Services with the new address.

14. Confirm Telephone Number and Email Address. Update if necessary. Advise
member to contact Member Services with the new telephone number. If no
email is indicated ask member if she/he would like to share an email address
with Fieldtex.

15. Enter your organization’s initials and your initials in NOTES Section

· No spaces between initials (GWFLXX).

· Do not add dashes, slashes, symbols, or abbreviations

· You may use your first initial – last name (GWFLSClaus).

16. Indicate Specific Instructions in NOTES Section.
*Temporary address change: GWFLXX Temp

*Permanent address change: GWFLXX Perm

*Carrier Preference: GWFLXX FedEx, UPS, or USPS

*Delivery instructions:

· GWFLXX Leave at front door

· GWFLXX Leave at side door   

· GWFLXX Knock on front door

· GWFLXX Knock on side door

· GWFLXX Ring doorbell

· GWFLXX Deliver to apartment door

· GWFLXX Signature Required - if requested

[Note: carrier cannot call member]

*If not the member, person placing order and relationship to member:

John Smith, husband, placed order

17. This is the point of no return – changes cannot be made to the order after this
step.

· Ask if the member has any changes.

· If less than $30 remains in account consider whether member would be better served adding the remaining balance to this order (cost of shipping, timing of spending period, etc.)

· Revise order if needed.

· Click Place Order.

18. Checkout Screen Appears:

· Provide Order Number

· Let member know the order will ship free or provide shipping costs if applicable.

· Advise 7 to 10 business days for delivery

· Offer Balance Remaining and last future order date

19. Closing - Is there anything else I can help you with today? Thank you for
calling Fieldtex products for (insert Health Plan name) and have a
great day!

20. Delete member id # and birth date from earlier steps. Shred if handwritten.

Checking An Existing Order

· Click on Account

· Click on Orders

Select Order and click Details

Tracking A Shipment

· Click on Account

· Click on Orders

· Select Order and click Details

· Click Track Shipment

Credit Card Processing

(Meridian only)

• If order exceeds remaining balance, credit card screen appears
• Enter Credit card number in the space provided - May I please have your credit card number?  Thank you.
• Place the expiration date in the box provided - May I please have the expiration date on your card?  Thank you.
• Place the Credit Card Security Code in the box provided (The security code is the 3-digit number found on the back of the credit card) - May I please have the cards security code?  Thank you.
• Once you are certain that the credit card information has been entered correctly, click on Place Order. 

The screen will change as usual and across the top you will see Thank you, your order has been received.

An order total will appear, and that total will be the amount placed on the participant’s credit card.  Make sure the ORDER TOTAL is the same amount that you charged to the credit card. 

If the amount is different, STOP! CALL YOUR SUPERVISOR IMMEDIATELY

*IMPORTANT*

If for any reason the credit card does not go through, the order will not process. Member must remove excess items to achieve a $0.00 balance. Place order as usual.

Completing the Call

• Document # of orders placed in the Disposition window
• Click on Save & Close button
• System will automatically return to Available status
• Create a follow-up email if applicable
• Click the Log out button on the Gateway order screen to reset the template

*Agents must disposition their call in 30 seconds or less

Creating an Email

• Reset Max to “Unavailable – email”

• Open the CC FIELDTEX Tab
• Email Template appears
• Provide all required information

• Click SUBMIT
• Re-establish Max Availability

Call Handling Options

Transferring A Call

· Click on the Transfer / Conf button

· Selection window opens

· Input the outbound telephone number or select a recipient

· Transfer or Conference prompt will appear

· Select Transfer

· Select the Transfer button to send the member directly to the recipient

Conferencing A Call

· Click on the Transfer / Conf button

· Selection window opens

· Input the outbound telephone number or select a recipient

· Transfer or Conference will appear

· Select the Conference button

Protocols for Inbound Call Exceptions

Assisted Call

CLI Interpreter Service

1-800-225-5254

Code: 938006

Give your name and the contract you are calling for, Fieldtex

Catalog Request

Transfer those members to Member Services or recommend that they reach out to them.

No Response to Greeting

Inform member you cannot hear her/him and ask for a call back.

Dropped Calls

• Call the member back
• Continue with order
• If member not available do not cancel the order
• Items ordered will remain in cart for next call
• Click the Log out button on the Gateway order screen to reset the template

Irate Member

· Reassure member you are there to help obtain resolution to the problem

· Take ownership by repeating the issue to ensure understanding

· Provide accurate information to member

· Create follow-up email for supervision

Caller Wants to Speak With Supervision

· Check the Supervisor line first to see if one is available.

· Warm transfer the call

· If Supervisor is not available, offer member two options.

o “I can send you through to my supervisor’s voicemail and you are welcome to leave a message.” Put them through to the supervisor line.

o “I can take down your contact information and send my supervisor an email to contact you.” Send the email request through the Fieldtex email including an explanation that this was an escalated call.

Item Returns

Send an Email to Fieldtex for follow-up

Order Not Received

· Verify the order in question

· Obtain tracking information

· If delivery was made, suggest member check with family or neighbors

· Send an Email to Fieldtex for follow-up

Incorrect Information Provided

Send an Email to Fieldtex for follow-up

Item/Quantity Changes

· Prior to placing the order – revise order

· After placing the order - send an Email to Fieldtex for follow-up

Order Exceeds Limits

· System will alert that order has exceeded its limit.

· Ask member how she/he would like to proceed (order adjustments)

· If Member Services accepts credit cards, ask member if she/he would like to purchase the amount exceeded with a credit card

Address Change

· Current order – indicate new shipping address in Ship To box. Be sure to write TEMP or PERM in the notes, for temporary or permanent change.

· If not ordering – inform member she/he must contact Member Services with the new address

Member ID # Unknown

Advise member to call Member Services and get the number from them or the Fieldtex customer service representative can call Member Services and provide member’s full name.

Item # Not Recognized

· Ask member to describe the item

· Check catalog

· Check prior order

· Verify the item is in the current catalog

My Packages Have Been Stolen

If a member feels their package could get stolen, recommend “Signature Required” as a shipping instruction.

Customer Cannot Hear Me

• In the lower right corner of Max click . . .

More

· In More Tools click Settings

• In Settings click Integrated Softphone

· Check what is listed next to Device

• If “None” – change to Default Speakers
• If Default Speakers is listed, contact Supervisor

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Fieldtex Shipping Information

Fieldtex Products

2921 Brighton-Henrietta Townline Road
Rochester NY 14623 USA

1-800-353-7763

Shipping Instruction Highlights

· No more than 5 words so that they can fit on the shipping label

· Need to include specific action.

o Acceptable special delivery instructions:

§ Leave at front door

§ Leave at side door   

§ Knock on front door

§ Knock on side door

§ Ring doorbell

§ Deliver to apartment door

§ Signature Required - if requested

o Driveway, end of lane, back door, side door, porch, etc. are NOT acceptable as it does not leave the driver with a clear action to take with the package.

· We cannot instruct the couriers to send the package to two locations. For example: “Leave at neighbors if no one’s home”. We are only allowed to leave the package at the shipping address provided by the member.

· Do not take instructions that require a carrier to call before delivery

· Do not take requests that require the package be delivered within a specific time/timeframe

Signature Requests
We ship regular signature unless another option is requested.

Shipping Address and Order Notes

Temporary Address Change

· temporary address replaces current address in Shipping address box

· enter GWFLXX TEMP into Order Notes

Permanent Address Change

· permanent address replaces current address in Shipping address box

· enter GWFLXX PERM into Order Notes

· advise Customer to call Member Services with new address

Addition to Current Address

· if adding an apartment or unit number, add in Shipping address box

· enter GWFLXX PERM into Order Notes

· advise Customer to call Member Services with new address

· if adding a floor location, enter in Shipping address box only

Shipping Options

· indicate carrier of choice by entering GWFLXX UPS into Order Notes

· if no carrier is designated do not enter a carrier name in Order Notes

Delivery Instructions

· if Customer has no delivery requests enter GWFLXX into Order Notes

· if Customer has a specific delivery request enter GWFLXX the request into Order Notes

· acceptable requests include

o Leave at front door

o Leave at side door   

o Knock on front door

o Knock on side door

o Ring doorbell

o Deliver to apartment door

o Signature Required - if requested

· if Customer requests to sign for the package enter GWFLXX Signature Required into Order Notes

o If Customer requests FedEx enter one of the following into the Order Notes . . .

§ Direct: Member must sign

§ Indirect: Anyone can sign

§ Adult: 21 or Older must sign

o If Customer requests UPS enter one of the following into the Order Notes . . .

§ Regular Signature: Anyone can sign

§ Adult: 21 or Older must sign

o If Customer requests USPS enter “Hold for Pickup”: The Post Office will hold the package and notify the member via email when it arrives. Member must sign for and pickup package at the post office.

Non-member Placed Orders

· identify person placing order

· enter Name, Relationship to member, placed order into Order Notes

Access Points

When shipping to an access point, enter the following into the Order Notes

· GWFL and initials (GWFLXX) TEMP SHIP FedEx

· C/O FedEx Access Point

· FedEx store inside (enter Store Name)

· Access Point Address

*** Do not change the Shipping Address ***

This also applies for UPS access points.  

· GWFL and initials (GWFLXX) TEMP SHIP UPS

· C/O UPS Access Point

· UPS store inside (enter Store Name)

· Access Point Address

*** USPS does not ship to Access Points

Out of Country Shipping

Not covered in our cost. If you have a member that wants their order shipped out of the country, we would have to get approval from the health care provider.

· Process the order

· Enter the out of country address into Order Notes

· Send an email to Fieldtex supervisors with the member id, member name, phone number, order number, *out of country address* and notes.

Email Template

Company:

First Name:

Last Name:

Member ID:

Order/Item Number:

Phone Number:

Notes:

First Initial Last Name:

*Please send emails through CC Fieldtex Create Email or to: ftx@Abvi-Goodwill.com

CLI Interpreter Service

1-800-225-5254

Code: 938006

Give your name and the contract you are calling for, Fieldtex

Carriers Contact Numbers:

UPS Customer Service: 800-742-5877 

FedEx Customer Service: 800-463-3339 

USPS Tracking: 800-222-1811 

USPS Customer Service: 800-275-8777

Top of the Document

Transferring Calls

How to Cold Transfer Calls

Click on Transfer/Conference button

· Dial 3^rd Party number – caller will automatically be placed on hold

· Click on Conference button

· Click on Transfer button 

· Caller will be cold transferred to 3^rd Party

· Discard call

How to Warm Transfer Calls

Click on Transfer/Conference button

· Dial 3^rd Party number – caller will automatically be placed on hold

o Identify self to 3^rd Party

o Have caller’s information available

o Explain the reason for the call

· If 3^rd Party asks to speak with the caller, click on Conference button – Caller, Member Services, and you will be on the call

· Introduce caller to 3^rd Party

· Continue with 3-way conversation

· If you are no longer needed in the conversation, click on Transfer button – you will be disconnected

· If 3^rd Party does not need to speak with the caller, click on Hang Up

Transfers to Member Services

1. Caller Requests Catalog

· Inform caller they need to request a catalog through Member Services

· Provide the Member Services’ telephone number to the caller

· Offer to transfer the caller to Member Services

· Transfer the caller to Member Services’ ensuring caller is placed in the proper queue.

2.  Caller Requests Change of Address and/or Telephone Number

· Inform caller they need to request a change of address/phone through Member Services

· Provide the Member Services’ telephone number to the caller

· Offer to transfer the caller to Member Services

· Transfer the caller to Member Services’ ensuring caller is placed in the proper queue.

3. Member ID# not Accepted

· Trouble shoot the number

o Repeat number for verification

o Ask caller if they are reading from the Health Plan card

o Identify the Health Plan (e.g., Highmark Wholecare vs Highmark)

o Try to reenter number into actual Health Plan site several times

· Number still not working

o Contact Member Services

§ Identify self to Member Services representative

§ Have caller’s full name, member ID, and date of birth

§ Explain the issue with the number given by the caller

o If number is different, check to see if it now works

o If yes, continue with order

o If no, you need to email Fieldtex for assistance

§ Tell customers to call back in ten days to allow for processing time

o If number is confirmed by Member Services as the correct ID but does not work

§ Email Fieldtex for assistance

4. Member ID# not known

· Trouble shoot for the number

o Ask caller if they have their Health Plan card

· Contact Member Services

§ Identify self to Member Services representative

§ Have caller’s full name and date of birth

§ Explain the issue with the unknown number

o If number is provided, continue with order

o If Member Services would like to speak with the caller, Conference the caller into the conversation

o If Member Services does not provide the number for HIPAA purposes, the caller will have to wait for an email or letter from Member Services

How to Transfer Calls to Member Services for Catalog Requests and Changes of Information

· Click on Transfer/Conference button

· Dial Member Services – caller will automatically be placed on hold

· Ensure caller is placed in the proper queue and click on Conference button

· Tell customer you are placing them in the queue

· Click on Transfer

· Caller will be cold transferred to Member Services

· Discard call

How to Warm Transfer Calls to Member Services

· Click on Transfer/Conference button

· Dial Member Services – caller will automatically be placed on hold

o Identify self to Member Services representative

o Have caller’s full name, member ID, and date of birth

o Explain the issue with the number given by the caller

· If Member Services asks to speak with the caller, click on Conference button – Caller, Member Services, and you will be on the call

· Introduce caller to Member Services representative

· Continue with 3-way conversation

· If you are no longer needed in the conversation, click on Transfer button – you will be disconnected

· If Member Services does not need to speak with the caller, click on Hang Up

OTC Contracts Information for ABVI

Highmark Wholecare

· Member Services number 800-685-5209

· Our number where Members place their order 1-855-350-0074

· Rep Log In Template: https://www.highmarkwholecareotcstore.com/operator-login

· Member login if they want to place their own order: https://www.highmarkwholecareotcstore.com

· Member ID number will be 8 digits

· Benefit Allowance

o Diamond Plan $320 Quarterly Benefit

o Ruby Plan $140 Quarterly Benefit

o No Rollover - Members must spend allowance within benefit period, any unused benefit will be forfeited at the end of each benefit period

· Product Limits: 6 units per category per quarter except for:

o Interplak rechargeable cordless toothbrush: 00352 $45.00 1 per year

o Interplak toothbrush replacement heads 2 ct.: 00370 $22.50 2 per year

o Sonicare rechargeable toothbrush: 10645 $44.00 1 per year

o Sonicare replacement heads 3 ct.: 10646 $52.50 2 per year

o Incontinence: Unlimited

o Incontinence – Reusable: 3 units per this category per Quarter

o Pain relief: TENS units one unit per category per year.

o Respiratory relief: one unit per category per year.

o Wholecare For You: as identified by item

o Dual Purpose Items: 1 unit per this category per year

o Weight Loss: 2 units per category per year.

· Unlimited Free Shipments

· Credit Cards NOT Accepted

o Members are allowed to place multiple orders/additional shipments free of shipping charge

o Overages are NOT permitted, so members must spend within their allotted benefit amount

o Members cannot spend with a $0 balance

· Hours of Operation

o Monday – Friday 8:00 am – 5:00 pm EST

o Saturday 8:00 am – 5:00 pm EST

o Sunday 10:00 am – 5:00 pm EST

· Member Services Hours – October 1 - March 31: Daily 8:00 am – 8:00 pm EST

April 1 - September 30: Monday - Friday 8:00 am – 8:00 pm EST

· States Serving:  Pennsylvania/Kentucky

Meridian Health - MLTSS

· Member Services numbers 

o MLTSS Member services: 866-821-2308

· Our number where Members place their order 1-844-913-0193

· Rep Log In Template: https://www.fieldtex-meridian.com/operator-login

· Member login if they want to place their own order: https://www.fieldtex-meridian.com

· MLTSS Member ID will be 9 digits

· Benefit Allowance

o MLTSS - $10 / month

o No Rollover - Members must spend allowance within benefit period, any unused benefit will be forfeited at the end of each benefit period

· 1 Free Shipment per month

· Credit Cards Accepted

o $5.35 shipping fee after first order of month

o Additional shipments/overages accepted with credit card payment

o Member can call back with a $0 balance and pay for shipment and items with credit card

· Hours of Operation

o MLTSS Monday – Friday 8:00 am – 6:30 pm EST

· Member Services Hours

o MLTSS - Daily 9:30 am – 8:00 pm EST

· States Serving: Illinois (Central Time Zone) Cook, DuPage, Kane, Kankakee, Lake, Will Counties

Top of the Document