Providing general - Appropriate system access and training to - System SLA entitlement letters. ensure correct notices are issued Taking change of - Appropriate system access and training to - System SLA circumstance ensure CS can obtain all relevant information - Policy Update information / and suspend claims accurately. Metric suspension of claims. - Update on changes to policy or procedure Receipt of customer - Appropriate system access and training to - System SLA disputes/appeals and ensure CS can obtain all relevant information - Policy Update supporting and provide accurate advice regarding the Metric information. process - Updates on expected timescales - Action management memos for escalation purposes as per policy Home Visits -Provide home visits as required of interview/claim - Appropriate system access and training - System SLA notes on system - Input to Discuss” marker on - Case QC Metric “Authority including claim data Academy when received. e.g. authority to discuss, telephone/email details etc. Referrals/Liaising with - Clear processes, via SLA, for the - 2nd Line Support back office teams referral/escalation of urgent claims. SLA including specialist teams e.g. appeals/overpayments, urgent claims, escalating outstanding activity etc. Referrals/Liaising with - Clear criteria, via SLA, for the - Home SLA back office teams to referral/escalation of visit requests arrange home visits
Providing general entitlement letters. - Appropriate system access and training to ensure correct notices are issued - System SLA Taking change of circumstance information / suspension of claims. - Appropriate system access and training to ensure CS can obtain all relevant information and suspend claims accurately. - Update on changes to policy or procedure - System SLA - Policy Update Metric Receipt of customer disputes/appeals and supporting information. - Appropriate system access and training to ensure CS can obtain all relevant information and provide accurate advice regarding the process - Updates on expected timescales - Action management memos for escalation purposes as per policy - System SLA - Policy Update Metric Home Visits -Provide home visits as required of interview/claim notes on system including claim data e.g. authority to discuss, telephone/email details etc. - Appropriate system access and training - Input “Authority to Discuss” marker on Academy when received. - System SLA - Case QC Metric Referrals/Liaising with back office teams including specialist teams e.g. appeals/overpayments, urgent claims, escalating outstanding activity etc. - Clear processes, via SLA, for the referral/escalation of urgent claims. - 2nd Line Support SLA Referrals/Liaising with back office teams to arrange home visits - Clear criteria, via SLA, for the referral/escalation of visit requests - Home SLA
Schedule%2025%20Revs%20and%20Bens%20v8.0.docx