Learn how Services Manager and Facility Staff Intercom each other inside the Portal

Transcript 

Here's how the services manager or technician communicates with facility secretary inside the Portal.

How the secretary "intercoms" the services manager

Part 1: Questions about a new Booking Request: Using the “Pre-Services for Approval” checkbox
The Services Manager is automatically flagged when the facility secretary checks the For “Pre-Service for Approval” box on the Booking Request screen. This changes the status to “Pre-Service for Approval”. The ticket now appears in the services manager’s “For Pre-Service for Approval” tab.

Part 2: Using Flag Service Provider from the "Change Status" dropdown menu
Near the top right of the “Manage Request” screen, the facility secretary selects the blue “Show Options” button. Then she selects from the “Change Status” dropdown menu. The secretary selects "Flag Service Provider" and Saves. This changes the Request status to “Booking Request”. She adds her remarks to the Update field, checks "Pre-Service for Approval" and Saves. The Request status is now “Pre-Service for Approval”. The service manager is alerted because the Request now appears in his “Pre-Service for Approval” footer tab. He’ll come across this Request within the course of his daily workflow.

How the services manager or technician intercoms the secretary

Part 1: Using the “For Secretary's Attention” checkbox
In any Manage Request screen containing the “For Secretary's Attention” box, the technician or services manager can check the box, update and Save to bring the Request to the secretary’s attention. The Request will now be pink-banded and appear in the “For Secretary’s Attention” tab.

Part 2: Automatic Intercomming for ticket status updates
When the Request status changes from “Service Today” to either “Service Conducted” or “Service Pending More Tests/Procedure”, the Portal’s logic assures that the Request will automatically be brought to the secretary's attention—despite the fact that there is no “For Secretary’s Attention” box on the “Service Today” status “Manage Request” screen. Here’s an example:
After the service either has been completed unsuccessfully or has been completed successfully but further tests/procedures are recommended, the technician checks “Service Pending More Tests/Procedure” on the “Service Today” screen and Saves. The status changes to “Consult Pending More Tests/Procedure”, the Request is automatically pink-banded and appears in the “For Secretary’s Attention” tab. When the secretary opens the Request, she sees that the “For Secretary’s Attention” box is checked.
Similarly, if instead, the service has been completed successfully and no further interventions are recommended, the technician checks “Service Conducted” on the “Service Today” screen and Saves. The status changes to "Service Conducted" and the Request is automatically pink-banded and appears in the “For Secretary’s Attention” tab. When the secretary opens the Request, she sees that the “For Secretary’s Attention” box is checked.

Part 3: Using “Flag Secretary” from the "Change Status" dropdown menu
Near the top right of the “Manage Request” screen, the services manager selects the blue “Show Options” button. Then he selects from the “Change Status” dropdown menu, selects "Flag Secretary" and Saves. This changes the Request status to “Post Service Discussion”. The services manager adds his instructions to the Update field, checks the For Secretary’s Attention” box and Saves. On the Secretary’s “Manage Requests” screen, the Request is automatically pink-banded and the Request also appears in the “For Secretary’s Attention” tab. When the secretary opens the Request, she sees that the “For Secretary’s Attention” box is checked.


FAQ

Here are answers to some frequently asked questions:

Which 'intercomming' method should the facility secretary use?

How should the facility secretary flag the service manager if her question is not about booking. eg. if she wants to bring the referring HCP's question, remarks or attachment to the service manager's attention?

What is the logic principle behind "intercomming"?

Is an "intercomming" post made by either the technician/services manager to the secretary or by the secretary to the services manager, visible to the referring HCP?