Supervisor Line:
585-327-5551
*Launch Open Sites every day to capture all updates*
Training Guides
Applications and Toolbox
Resources
Goodwill Information Gateway
Knowledge Base
Goodwill U. Power of Learning Library
|
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 |
$10 |
1 / month |
no limits |
yes |
after 1 free |
Connect to NetExtender.
· Press
control, alt, delete to go to the logon screen.
· Press
tab until you get to “network sign in button.”
· Press
“enter”.
· Press
“enter” again on the submit button.
· You
should be at the net extender logon screen. Type in your username and password
and press enter.
· Approve
the duo prompt.
· Press
control, alt, delete again.
· You
should be on a screen that says “vpn is
connected.” Press the escape key, or tab to the back button and press
enter to go back to the logon screen.
· Once
at the logon screen, type your username and password and press enter to logon.
· You
may need to approve the duo prompt one more time. After that’s done, wait
until the desktop loads.
Click on the Open Sites icon on
your desktop 
or go to: S:\Skinner Building\Call Center\Fieldtex\training\Open Sites
· Cache
will clear automatically
· TEAMS
automatically opens in a separate window
· Outlook
automatically opens in a separate window
· All
other resources load on a tab and appear on a single page (Highmark Wholecare,
Meridian, Homepage, Email template, ADP, CXone)
· Log
into Highmark Wholecare Operator Log in
· Log
into Meridian Operator Log in
· Log
into CXone using your
company email address
· Log
into Microsoft using company
email address and password
· Approve
the Duo Push
· At the “Stay signed in?”
window select Yes *this will need to be done every time you click Open Sites
and will not remain throughout the day
· Open MAX and set
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 |
*Check Outlook Email Messages*
*Check TEAMS Messages*
*
Suggestion* Pin Sticky Notes and Calculator to your taskbar for
quick reference
Fieldtex Daily Closing Procedure
· Logout
of MAX
· Clock
out in ADP
· Close
all applications
· Disconnect
NetExtender
· In
Start menu locate Power
· Click
on Shut Down if using a laptop computer – Restart if using a desktop
computer
Toolbox Resources
Open ADP Tab
Sign in – Enter User
ID
Enter Password
*Clock In 5 minutes before
start time
Open CXone (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 Windows
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
* Suggestion* Pin Sticky Notes and Calculator to your
taskbar for quick reference
*Agents must answer call in 30 seconds or less
1. Select the appropriate Health System’s “Login as
Member” window.
2. Greeting – “Good morning / afternoon, thank you for
calling Fieldtex. My
name is
….. How may I help you
today”? If caller would like
to place an
order
– “may I please have your member ID”? to access the
account.
3. 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 –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 the
suggested replacement item or 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 given just a street address ask
if there is an apartment number. Enter in the SHIPPING
ADDRESS window.
·
If adding an apartment or unit
number, add in SHIPPING ADDRESS window only. No need to enter in Notes.
·
If the member provides an “in
care of” name, enter in the Notes section, not
in the SHIPPING ADDRESS window.
· When
a member has a new address and/or telephone number, we need to let them know that
she/he must inform Member Services. You should offer to transfer the call or at
least ensure the member has the correct telephone number. Just changing
the information in the Address Notes will not make it permanent.
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.
*Emails regarding shipping are not sent to customers
unless requested. If the
customers would like to receive an email about their order you will need
to
enter their email address in the Notes box.
15. Ask the member if they have a carrier
preference:
·
FedEx
·
UPS
·
USPS - Fieldtex is now
requiring us to tell customers who request US Postal Service as the carrier
that we cannot guarantee their package(s) will ship via that carrier.
Customers requesting FedEx or UPS are not affected.
16. Ask the member if they have any 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
[Note: carrier
cannot call member]
17. 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).
18. 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: see choices above
*Person placing order and relationship if not the member:
John Smith, spouse, placed order
19. 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.
20. 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
·
If zero balance remains tell member
when funds will be replenished
21. 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!
22. 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)
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*Agents must disposition their call in 30 seconds or less
Creating an
Email
Email Template appears
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
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
click
. . . More
· In More Tools
click Settings
· Check what is
listed next to Device
If “None” –
change to Default Speakers2921 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, 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.
Durable Goods
If a Highmark Wholecare Care
Manager calls to make a change or modify an existing Durable Goods order do
not refer to Member Services. Warm transfer the Care Manager to Deb Youngman at
(585) 427-2940 extension 251.
If a Highmark Wholecare Customer
calls to make a change or modify an existing Durable Goods order, refer to
their Care Manager at Member Services.
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
How to Cold
Transfer Calls
Click on Transfer/Conference
button
· Dial 3rd Party
number – caller will automatically be placed on hold
· Click
on Conference button
· Click on
Transfer button 
· Caller
will be cold transferred to 3rd Party
· Discard
call
How to Warm
Transfer Calls
Click on
Transfer/Conference button
· Dial 3rd Party
number – caller will automatically be placed on hold
o Identify self to 3rd Party
o Have caller’s information available
o Explain the reason for the call
· If 3rd Party
asks to speak with the caller, click on Conference button – Caller,
Member Services, and you will be on the call
· Introduce
caller to 3rd Party
· Continue
with 3-way conversation
· If you
are no longer needed in the conversation, click on Transfer button – you
will be disconnected
· If 3rd Party does not need to speak with the caller, click on Hang Up
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
v
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
v
Trouble shoot for the number
v
Ask caller if they have their Health Plan card
v
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
v
If number is provided, continue with order
v
If Member Services would like to speak with the caller, Conference
the caller into the conversation
v
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
· 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
· Member Services number 800-685-5209
· Our number where Members
place their order 1-855-350-0074
· Rep Log In
Template: https://www.fieldtex-gateway.com/operator-login
· Member
login if they want to place their own order: https://www.fieldtex-gateway.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
· 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 9:00 am – 8:00 pm EST, Sunday
10:00 am – 7:00 pm
· 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