Recording (307), saved 2026-09-25 16:10
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Length:      180.0 minutes (3:00:00)
File saved:  2026-09-25 16:10
Words:       19,566
Paragraphs:  361
Source file: Recording (307).m4a
Coverage:    the whole file, start to finish. Nothing was cut.
Breaks:      1 stretch(es) of 15 min or longer, marked in the text:
             2:04:34 to 2:22:16 (17.7 min, silence)

Timestamps mark where each passage begins. Paragraph breaks follow real
pauses in the audio. Speakers are not labelled, because no diarization
model was used and guessing who spoke would be invention.

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[0:00:00]
different leaf maybe I was thinking maybe it's based on that oh it probably it yeah it is
because they're gone more than 30 days but we don't even have to worry about that now
because it's going to reset to one year and one day from the injury date okay so the injury
date is nine, four, so supposed to be nine, five, twenty, twenty seven, mm-hmm. That's
correct. Okay, less than five years, kind of like I'm going to say easy, but I don't want to
say it.

[0:00:36]
No, they are easier, because it's just resetting every time. One year and one day resetting,
you know, so you don't have to, you know, worry about anything else. And we're here.

[0:00:57]
What is it okay here?

[0:01:04]
Okay, I'm gonna see in the note

[0:01:08]
Okay, now it okay now now we are good with this one. Yeah, that's the last one

[0:01:16]
Okay, let's try and see again active. Okay, good Let's check Warday

[0:01:38]
Okay, go to add. Also, okay, so here, so this has created a screenshot. We need to to add in
iris because

[0:01:47]
change the view. I'm old. You think it's not necessary? No, I think it's um, yeah, because
let's see. Well, I don't think iris has.

[0:02:00]
No, I should just, just say, please terminate it. I don't know, the NSA coupling play
number. Well, he only says, actually, I think we are okay. He only says, actually. Just
provide a step. Yeah, yeah. I think we are okay.

[0:02:23]
Yeah, because if they're new they won't know any different

[0:02:41]
ok, eat, eat, drink and cheers

[0:02:48]
Okay. Okay. Okay. Okay. So he's supposed to meet 13 years this year on November. Yeah. Now
employee had an accident on September.

[0:03:02]
I see you. There is any return to live with more than 30 days.

[0:03:13]
You think it's more okay. I think it's more than 30 days. Let's back in 20. Oh, but that is
23. Okay, okay now. So okay, okay, we are okay So in this case, let me check Irish because I
don't remember

[0:03:27]
Okay, over five years

[0:03:33]
So in this case, the new one actually for the 13th year will be 11, 18, 20, 27. Yeah, but
how many accidents have they had this year? In G-Sharmas? Let's see. Just want to make sure.
Okay. Yeah, all right, excellent. So it's great. 11, 18, 20, 27, that's our 10th year. Yep.
What happened in the play had more than three injuries? Three accidents. I think I saw here.
They have to start back at one. Oh, for real?

[0:04:21]
The only time I got locked in to where it never goes back to one is once they hit 25 years.
after they hit 25 years it'll always be at least 25 years and even if they have three
accidents but so say if they have they already met their 25 years say they're on 30 years
and they have the three accidents we don't take them back to run but we would take them back
to 25. Okay got it so let's say in this case, I mean, the employee has three, three accident
and the same year, this year, and

[0:05:01]
this one is the last one. Yeah, the nine for twenty two. So let's say that's the last one,
the third one. So we need to restart everything to one. Now, the date should be one day plus
one year. Yeah. It should be. So in this case, it should be nine, five, twenty 17, one year.
Yeah, yeah, exactly. Okay. Okay. Okay. Okay. By this case, it's only 11, 18, 20, 20, 7, 4,
the 13th year. Okay. Got it. 11. Why was so complicated before?

[0:05:44]
I mean, I'm pretty honest. I mean, I don't remember the first time you teach me that I was
with Fabi when you change the coaches. I mean, I need to be honest, I never get it. I mean,
I was lost. I was really lost. I don't know. Why today's, I mean, it's like more easy. I
don't know. One button.

[0:06:13]
That's why I was so scared of this.

[0:06:20]
I remember the first thing when the new way for intake, I saw a question about safe, safe
work. I just run away. I just say, hey, if I would take that, I'm not going to take that.
Yeah. Some of them like you run every now and then you'll run across some that are, are a
little confusing. I've even had to reach out to Chrissy before I'm like, like, uh, you know,
what do we think about this? So, um, yeah, so you'll run into those, but for the most part,

[0:06:51]
they should be just like these.

[0:06:54]
I hope that because I remember when that happened to me, a Kelly, right to me, oh, I'm going
to help you with this safety. Oh, yeah, oh, my God. Thank you.

[0:07:04]
Yeah.

[0:07:06]
I remember one of the, I need, we need to enter like, like, by your seats panels. I don't
know. I was, I just follow her lead. I mean, I entered this one, entered this one. I just,
yeah. And I wanted to ask anything just.

[0:07:19]
What have you told me? Yeah. Yeah. All right. I'm Chrissy. Do you want to share your screen
with us? Sure. Let me make sure I move something over here to make sure my this meeting
opened up very weird for me not in my actual team. So it was really weird. Oh, I don't know
why, but okay. Let me know when you guys can see my screen. We can see it. Perfect. Okay. So
I've been working on them. I pretty much kept most of your guys' ideas. Everything laid out
the way it was. I

[0:08:05]
just kind of changed some things around. I made some updates to like any current iris
updates or processes that we did have. I'm still working on them. I still want you guys to
go through them and make sure I'm not missing things as well. Or if you have any ideas to
add things or to remove things, please, please, please do that. Okay, so I did on the first
slide, I did go ahead and add.

[0:08:33]
Was this the agenda? Yeah. So I went ahead and added kind of three things together. So our
welcome part of the intro and the system overview, I kind of added that all together so that
you guys don't have have to have so many PowerPoints. And so I went ahead and did that. So
I've just started it by our core intake responsibilities, which everything you guys kind of
already had together there. And then I wanted to do something with our system applications
to make sure that we covered everything that all of intake works.

[0:09:06]
BNG sure miss all the way even to outlook. And I even added Pat one password in since that's
something we have to utilize care providers, portals now. I went ahead and updated the daily
workflow based on a most recent email that we had. And then of course I added in their
supporting roles and then intake being right here to let them know that who they are, but
also kind of the other teams that are going to be working alongside with them as well.
Perfect.

[0:09:39]
Then our system, this is where it's going to start kind of the systems and applications
overview. I didn't do 100% depth into them because some of these other slides that we taught
we touch subjects on are going to go into more depth on these systems or the applications
that we use. So I just kind of started off with how to get to G sure mess obviously by going
into UPSers clicking here their CC our main dashboard.

[0:10:05]
It's going to open it up to their dashboard how they can access to a claims page. I also put
this part in there how they can filter by and making sure that they're filter by by the
workman's comp claims when they're doing their searches. I think we need to change the a
slide. Change what slide this one. because I don't think we have the same view when we go to
UPS, UPS, UPS, or ledger, I think we have, yeah, I think we don't have the same view right
for you.

[0:10:43]
I think now we need to go through the address. Do you guys have that? That part, yes, but
when we log in, there is a different view. So your view will look different than this? Yeah,
let me, let me send you a screenshot. Okay, I don't know maybe because now in world that we
show like a terminator so I don't know maybe it's based on data.

[0:11:13]
Yes, I know they don't have a continuum workers journey so our view will should should be
different now, but yeah, that's okay, we can add it. We only see the Elchon UPS University
to mid-sales elite, basically, and retirees of the center. Okay, so we could probably go, so
can you guys still access the applications? Yes, application, yes. So let's try this. No, it
won't let you guys, well, hold on.

[0:11:55]
Yes, okay, so we could add it this way if you wanted to by going through applications and
then going to do G sure miss this way. Can you guys see it that way if you go to
applications on your end and search G sure miss. Let me try I hear right now. Be sure. Oh.

[0:12:23]
It's happened the same way, but no look

[0:12:27]
No, it doesn't show. Yeah, no

[0:12:34]
Yeah, if you just type it here, it should pop up down here unless your guys is views
completely different from us now No, they say application of the phone Yeah, I think we are
continuing workers and we don't have the full apps John, I think could you share your screen
and show me how you guys get to Judy Stormis then so that I can take screenshots and get
that updated? Well, I have I have the link and save it to be honest, but no, you can do it.

[0:13:04]
And you can show the open and you tap.

[0:13:13]
Okay, you tap. Just type my apps. Here or an application. No, I'm exploded. Oh, you guys go
through my apps. Yes, that's the way. So here you say here. Yes, that's right. Just write my
apps. Enter. Open the first link.

[0:13:41]
And there we'll go to the G-Sharmas icon. Yeah, that's the way we have now to access. Okay,
so let me look and see if I have this fight and get to G-Sharmas through.

[0:13:55]
See, and we cannot access G-Sharmas the way that you guys do it through your app dashboard.
Oh, yes, we can, just kidding. Okay, just kidding. Yeah, you will have that issue there that
will happen that's normal. You can just open that again, and the error will disappear. Just
close it up and do it again. Okay. Now, yeah. No, it's working. Okay. So I will change that
slide then and get that updated. How you guys get to do sure miss. Thank you. Yep. No
problem. And then so by doing that.

[0:14:33]
And I'll kind of I'll keep your guys is dashboard and stuff and show you get to the claims
and how to still filter by. But I'll get that other one updated and then work day. So I'm
assuming you guys can't get to work day the same way either by going to the main page.
That's, that's correct, crazy. We are accessing to where they throw my apps to or to you
share this. Okay, so can I, let me share my screen real quick then and see if.

[0:15:08]
Okay, can you guys see my screen? Yes, we can. Do we even have work day on here? Yes, at the
end. It's one of the ends. Well, I don't know. We may not. Yeah, I don't think we can access
it the same way that you do. So, let's go ahead and. When you go to your app stashboard, can
you send me a screenshot of that where Workday is on your app's page, so I can update that
for them here as well?

[0:15:52]
If I could you help me with that, please? I'm getting more work. Or if you want to share the
screen, I can go ahead and just get the screenshots if you'd like.

[0:16:02]
I'm sure, just give me one moment. Okay.

[0:16:37]
Well, he's working on that. Can you guys still see my screen? Yes, I can see. Yeah, taking
his screenshot. Okay. So also I went ahead and added service now in as well since that's a
new thing for you guys. So I went ahead and just used. The link. The link. And hopefully
that works for you guys as well as it does us. And then I just kind of. I added these
screenshots of where to go, how to get there and these are the ones that Fabian had given me
so they should be the same way you guys access it.

[0:17:14]
And I just took screenshots of your guys is dashboards of where to access. And that is all I
touched on with service now here just introducing the program. And here is where I kind of
introduced Iris. But again, I wonder if you guys can't access it through the application's
page. Can you check on your in Jonathan if you can access it for the customers? For sorry to
interrupt. So for Iris, we have the same way. Through your patients. I'm just saying. Okay,
perfect. That's good then.

[0:17:50]
Okay, so that's what I did there. So I just kind of showed everybody how to get there, what
it looks like, getting to it, and then once you're there. Again, I'm gonna touch more on
this one in another slideshow that I'm doing of like I'm gonna teach how you guys can add
folders, create your favorites, and as well as looking things up on Iris.

[0:18:17]
Then I touched on one password, since that's kinda new for everybody. So I went ahead and
had you guys access it through my apps because that's how we access it as well using a
screenshot once you get to the app, where it's at.

[0:18:34]
And I'm assuming you guys have to sign in through Microsoft as well once you get there, is
that right? Yes. Okay. So then I did the whole send notification. I didn't put the whole
password part in there because I feel like that's just kind of going to be a flow with the
go.

[0:18:48]
And then I went ahead and did the screenshot of where we need to go to get to the medical
providers. Because you guys don't access anything else within here. Do you besides that tab?
Just make up right there. OK, perfect. And then once I did that, once we get that open, it's
going to pop up here to our search page. I went ahead and put that in there.

[0:19:13]
What else we got? And then I touched on wrist track because this one's kind of a little bit
complicated to get in. So I went ahead and showed where we could search it through one
password and then where to click once it pops up. How it obviously gives us that
authentication method once we get there and then once we get there.

[0:19:37]
We have to click that and then I kind of showed them how to get the click the claim number
in there and then what it does and making sure that they remember that it has to be a WC
claim number or just isn't going to work. And then I just kind of went through some more
steps on this one. I think I touched more on Liberty Mutual for wrist track on this one so
they can kind of get a just on how to do that. And then I kind of touched went back on to
one password to show how to get to the provide the provider portals kind of the same steps,
but then also showing how to

[0:20:17]
get to them. And then I did Outlook, which I didn't do too much other than just showing them
that that's kind of where their workflow is going to be every day and then just the basic
location knowledge of outlook right here if you guys want me to add more email stuff like
let me know but I don't know how much other than just receiving and sending emails that
they'll do with Outlook.

[0:20:47]
Yeah, I don't, I'm pretty sure they don't do too much. Like, uh, okay. Yeah, did they only
see their absence, who's, who's, who I agent is off, just to not transfer calls. Um, and
they were flowed, but the Liberty municipal code. Do they get the wrist track passcode out
of outlet too?

[0:21:09]
I should be in the chat. Oh, I was just saying. How did you guys do that? or sharing their
email from Meredith? Yes, all of the team are getting the email. Once we have a new way, we
always inform Meredith and we provide the emails, the UPS emails. And she just update the
email with the code. You don't have to ask anymore. that's yes. Can we get added to that
email? Okay, so then on this one going back up to Liberty Mutual then I probably shouldn't
put request authentication code through assistance chat. I should probably say

[0:22:04]
check your Outlook email. The more recent email, Jess. Yeah. Okay. So I will update that
too.

[0:22:14]
And then I left the quiz questions that you guys had. The only thing I changed was the first
one, which was geared towards ATREC. So I kind of just geared it towards service now with
the answers being on the second slide. And if that's okay with you guys, we can leave those
there, we can take those off, we can change them, that's up to you guys. Okay. Let's see, I
do have, let's see. Okay, so the Entry to G-Sharmas slide, I really did not mess with this
one because this look like it had

[0:22:54]
been done. I don't know who did this one, but it was done pretty well. So I really didn't
change too much, but do we need to change now that I know how they get, they get into
G-Sharmas a little bit differently? Should we change any of that? Yeah, we will need to use
my app's screenshot for access to G-Sharmas, but that's the only thing I think. Okay, so
once you get me those, than I can do that. Yeah, sure. I already leave it like the one for

[0:23:29]
where they on the chat and I'm getting you the one for your sharements right now. Okay,
perfect. Okay, so then I will go back through there once I get screenshots from you on how
to do this.

[0:23:43]
Like I said, I didn't do much with this one. Rashana, do you know who created this one? I
think Fabian then. Yeah. Okay. Well, kudos to you because you did darn good on that one.

[0:23:58]
Because it pretty much flows right along with everything. But if you guys see something in
there that we don't do anymore or that's not how you train anymore

[0:24:20]
Let me know, and we can update that.

[0:24:28]
I mean it does look different now, but yeah, I was going to say maybe the view. The only
difference we have is that with the update that beats the Russian request to Peter is the
where they option to go directly to where they throw the claim, I think will be easier for.
Um, they integrate when they have to do the same work method.

[0:24:58]
Oh, to add the screenshot of that with the work day on there.

[0:25:03]
Oh, yes. But that one doesn't, that one doesn't work when you click on it, right.

[0:25:11]
Going into a claim.

[0:25:13]
So when we are inside the VPN, yeah, it will work. No, but we should work through Citrix. So
yeah, it works.

[0:25:23]
So once you click here and where they provide, yeah, where they should be open, you can open
it on your guys side. Yes, okay. So do we want to go through them and change screenshots of
all of these. or do we want to teach or just teach and do not add that here like to apply
the change we can just add it as maybe on a new slide at the end yeah just just to share
like you know what guys we have this option if you want to go

[0:26:02]
worthy and the same like it's pretty much the same view I think that doesn't affects a lot
of the train.

[0:26:19]
Okay, so the main page or maybe we can just change it on the one slide one slide right here.
I could change it on Yeah, well, hold on though. What's the side of my own?

[0:26:33]
Hey

[0:26:36]
Was it

[0:26:48]
All right, it's sorry you're good

[0:26:58]
Oh, it's slide 24. 24? Yeah, because I think that's the one where we're kind of going over
that specific section. And that's not how it looks anymore, because it's actually down here.
And there's more. Actually, I don't know. None of this looks the same because everything's
down here and we have so many different more options. You know what, I forgot that they
changed it to make it look more simple or whatever it was that they were trying to do.
Should I go in and just update the screenshots.

[0:27:40]
I don't want to let you go to that trouble to be on it. Yeah, I wouldn't. I was going to say
that I mean, it'll be a lot of work to change all those. Yeah, yeah. Maybe you just add it
maybe you said it went to slide within you. Oh, but right here we have one. Which one? No,
that's still the old one. Oh, is it? Because remember they took away the brown banner. So
now it's like. Like a light blue. I mean, this is kind of just going to be like a tool to
see kind of how it looks.

[0:28:20]
and maybe while we're teaching this or whoever's teaching, can have them in a claim so they
can see what the updates already are. I agree with you. I think this is just a general
overview to show them where they can found the task, the notes, the emails, and it will be
exactly the same with the same titles. Like, the only difference is the blue banner and that
we add the OSHA code in on a bigger way on all claims and they were the option, but yeah, I
can, I can, well, maybe the training can just explain that.

[0:29:03]
Yeah, yeah, I still want to, I still think we should make a slight update on 24 just because
Um, when we go over that section, they can see the workday slide or even like show before
and after like, well, um, they've updated everything, but this is a new. Like maybe just put
like another screenshot right here of the new updated one. Yeah, yeah, I can do that.

[0:29:35]
just put my note

[0:29:44]
Okay, so I can do that. And does everything else look okay to everybody when it comes to the
g-shurmas. Remedious. Okay, so then I won't spend too much more time on that one because I
think that was pretty self explanatory. So the next one was the intake phone calls. This one
I am still waiting on information from Fabian since we no longer have the a trek or not a
trek avaya. Now, I may have to do some more updating here because you guys can't. Can you.

[0:30:28]
You cannot access workday through the applications, right? Yes. Yes. Well, we can just
access where they throw my apps of Microsoft. Yes. Okay. So I'll have to update that one. So
then there's work day. This is just kind of showing them how to get into it. What the
summary page is going to look like in workday. It's going to lead up into for them how to
update any of the home contact information whether it's their email address, their phone
number or even their actual address. It's once you hit that edit what areas you can edit and
then how to just save it.

[0:31:17]
How to update the Social Security numbers by going to the ID tab using the my government ID
and their employee ID number shows there but I blocked that out. And then once you are able
to hit that edit, you can go here and edit them. at them. Now, something in Workday, I don't
know if any of you guys have noticed this recently, but it looks like we have a blurb up
here that some of this stuff might require them to submit documentation once this changes. I
don't know if you guys saw that.

[0:31:54]
No, no, crazy because we don't have the way to update those. Well, like before, the way we
have, For example, if someone calls intake to request an update on that, we mentioned just
to go to my HR and submit the process through through there. Oh, so you guys don't update
any of this stuff anymore? Well, no, we don't update it. We would show them how they can
update it. Okay. So that's what these instructions are for, but I don't see the notes on
here anymore. Oh.

[0:32:30]
uh

[0:32:35]
question. Um, so the slides that were here before, did those get deleted? I think on
accident they did because I, yep, I think I did. Are you talking about the ones where it
tells them how where to go to update it? Yeah. Okay, so I was trying. So I did delete those
because when I tried to go do that. Did not allow us to do that anymore through my HR?

[0:33:04]
I know what you were talking about. Yeah. Hold on, I'll show you because none of those steps
correlated with anything that I followed along with to try to get to anything. This is what
we get when we go to the my HR. Oh, there it is. Change my data. Okay, so that's where they
would have to go to do that. That was not there the other day.

[0:33:41]
Oh, and then this is where they would go to change all that. So instead of putting all that
in there, because I thought intake still updated that information. No, I didn't think intake
ever updated it and if they did, it's been a really long time. So the instruction on this
one is for them to walk the person through it. So while they're on the phone, I think I
might have this one saved because the only thing is because there's notes on the on a lot of
the slides, not all of them because some of them we just work right from the slides, but
they have like the facilitator notes on there that that we read as as the slide is up.

[0:34:39]
So, let me see, I think I have this one back up, but yeah, so these we would just say, you
know, we're talking to them, if they ask us to change it, we let them know that we can't,
but if they want, we can walk them through it. Of how to get onto my HR. And then that's
they need to take. Okay, so then I can update all these slides with that information of how
to facilitate, walk them through that.

[0:35:15]
If you still have that, those slides saved.

[0:35:21]
I probably do.

[0:35:24]
Yeah, Rochana, you should have it on your email once, we start working on it last year. You
send it all the presentations to Laura. Okay, so yeah, it would be only your sand bugs.

[0:35:44]
Yeah, I should have them in a folder, you know, in my.

[0:35:51]
And take both training system, how here it is sweet.

[0:35:58]
Because see, I was intake and I did update all that stuff.

[0:36:03]
Oh, I didn't even think it was cool.

[0:36:07]
I'm just missing to just double check this with someone here in Accenture and then I would
be ready just to send you this. So I have ready just well this is just to let you know like
I have ready most of the information for the new tool for the calls. Okay, I'm just missing
to just double check this

[0:36:33]
With someone here in Accenture and then I will be ready just to send you this We the problem
is that we have a lot of screenshots of how to use it. Okay, so we'll be kind of long

[0:36:52]
All right, so I'll get all that fixed. Then that was my bad. No, it's okay. I'm just going
to add the notes on here. Okay, yeah. Okay, so then I did kind of just go into here about
the three minute rule. I didn't know that existed for you guys still. About not keeping the
collar on hold for more than three minutes. Yeah, it is still. Okay, good. I kind of
elaborated a little bit more on that one. But I kept all the basic information that you guys
already had with it.

[0:37:30]
Oh, for the three minute rule, hold on one second, because I think that one was for. Let me
check the notes. Hold on. Yeah. Okay. So that one is if the caller places them on hold. Oh,
then hold on. I'm going to put the. The notes on that one. So that's if the person that
called us puts us on hold. Yeah.

[0:38:09]
So on that one, click on notes under there. I mean, you see it down at the bottom, right to
the left, to the left, back to the right. Oh, yeah, we're says, give feedback to Microsoft
on that. Oh, down here, got it. Yeah, there we go. Okay, so now so these will be so on these
slides, like I said most of them have notes with them. So these are our talking points for.
Okay, okay. I didn't even know those were there. Okay, so those were there then I'll leave
those there.

[0:38:57]
for you guys. And then we went into the intake phone call where you guys had the injury
claims that are not reported when you get that phone call in. I pretty much just used Iris
on this

[0:39:16]
and how to walk it through. We might have to change this portion of it if this is not the
same flow So you guys use with service now. It is the same. It is the same. Yeah. We request
a very not to just add for us the templates. Okay. We have it. Okay. Perfect. I'm glad that
that followed along with you guys then. And then I left this on here for you guys to the
employees call back. to run their G-Sharmas. Everything's in here that you guys had.

[0:39:56]
And I kind of left that. The intake phone call is just like the way it was because there was
no questions quizzes or anything like that under here. I think you guys have,

[0:40:07]
is that word this one? Oh no, that was for the G-Sharmas one.

[0:40:12]
Now, on all these iris ones, did you guys have anything or did you literally just take them
to the iris and read through it and go over it like that. It's gone through iris. Just going
through iris. Okay. Because I didn't see any slides so I wasn't sure. See, then we had the
safe driving. So safe driving. I left the safe driving also as well. There was only one
thing in here that I want to make sure that I'm not mistaking this one. Okay, so this
example, I think we need to put a little bit of a blurb in here because,

[0:41:07]
second. On this example that's in Iris, it does state in here. I'm just going to bring my
Iris over here. So where it has the example where the accident was on 1220 and returned from
leave that 330 and a new award date, I think we need to add a blurb in there because with
this example, I'm on over. It says on here. It mentions that he had an incident. See here we
go where's that. The driver must be accident free, eligible. Gosh dang it, where was it?

[0:41:53]
No, that's not even the one, is it? That's the same one. Is it? Yeah, those dates look
familiar. Don't know what's right here. OK, so this one was where the accident date was on
12, 2021. They had the return from leave on 3, 30, 21, which reset their anniversary date to
that 3, 30, 22.

[0:42:23]
Since there was an accident between the real turn from leave date and the next anniversary
date, I feel like the. It's example that part needs to be in there because I feel like it
wasn't in there. It would change the new award date on here. You see what I'm saying with
that little bit of a blurb. I think so. Yeah. Because if I feel like if once intake reads
this and not that they're probably even going to understand most of this from the very
beginning. But if they were that might raise a question and be like, well why?

[0:42:56]
Yeah, I was confused. I was confused. I was thinking like because it skips like in between a
whole year. Yeah, yeah, I was thinking the same. I mean, even for me, it was confusing at
first. The Russian has claimed to me now makes sense. So do you think I should add that
blurb in there? Yeah. Okay. I just wanted to make sure I wasn't just reading and feeling
like I was seeing something different. Okay. So that was it on the safe driving. I left save
driving the way it was. I will get that blurb added in there. Oh, here's the service

[0:43:33]
now one that I created based on Fabian's help as well. So service now, I just did those main
screenshots we touched on in the welcome and the intro showing them how to get there to
their dashboard. This goes into a little bit more where it will show you how their actual
cases that are assigned to them once they're there. If they click on the blue hyperlink, it
will actually open it into their new tab. And at this point, it will.

[0:44:07]
Oh, yeah. It'll open to the new tab. So on this one, we have to click injury. Make sure that
I'm, baby, and I'm going along with this right. Because again, some service now is not. No
worries. My expertise anymore. No worries.

[0:44:34]
Okay, so that's what it was. You have to click on when you open it, you have to click on the
injury part of it. And then what's then you have to click start work to be able to do
anything on it. Okay, that's right. And then you can toggle over to the email tab, kind of
get did an atrack and you can view the details through here. Yes. And that's by showing more
when you scroll to the bottom and hit show more, it'll give you everything, all the
information of the body of the email, correct.

[0:45:09]
That's correct. Okay. And then

[0:45:13]
Moving through that, you can click on the attachments thing to attach kind of like we did an
a trek or if you have the attachment up within your files tab, you can just drag it over and
attach it still the same way. Making sure that our two section is still going to be through
that live origami. And then making sure we still use the brackets with the claim numbers.
And we can send the email once we have everything attached to it the way we need it to.

[0:45:44]
Yes. Now except now we have the extra steps that we have to do. going to the different
subcategories and choosing what it is that we're doing in that email, and then also going to
the other resolution category and selecting complete, correct? That's correct. Yes. Okay.
And then from there, we close and complete

[0:46:12]
the service now email. Yes. And then moving from there, if okay, so this was teaching how to
create a new case for probably more along the lines when you guys are working in center, is
that right? That's right. Okay. So, and basically from your tab of the service now email
that you have open, you can always just click the plus sign and it will automatically bring
you to creating a new A-track, or sorry. So, I'm sure you're as burned in my brain.

[0:46:46]
And then from there, we have to enter the employees ID number before we can even move any
further. Correct? Yes, that's correct. That's a mandatory step. Okay. Moving from there is
when we are to fill out these two fields and they are required with HR medical case and
workers comp. Correct? Yes, correct. Okay. And then also on this one, the caller validation,
we're always going to choose no when it comes to Concentra. Yes. Okay. Now when would you
guys I'm and I don't even know why it matters, but when would you guys choose yes on this?
Would you guys ever even

[0:47:31]
work any cases in here as an intake rep where you would have to choose yes? No, no, not for
us. This is just more intended for the other departments are using service now and when they
have to create cases throw phone clothes. Okay, perfect. Yep. Um, Fabian or Jonathan, we're
on side 13 or it says enter the employee ID number. If it is not, they're correct. So I
remember there was that one case that was really crazy because we couldn't. Yeah. gender.
But if employee ID number is wrong, say like it's off by one digit, does it recognize that

[0:48:15]
and it will not work if the employee ID number is not correct? Yes, that's right. Okay. All
right. This is linked with wordy. So it will provide us just information that comes from
wordy.

[0:48:31]
So if the employee ID is wrong or is missing one number or whatever thing is incorrect, It
will not let us create any case, like, any, yeah, any open case on service now. Okay, all
right. Is adding a little. Okay. Adding a little blurb. Okay, so then that was where we
click no for the caller validation. then the next slide touched on having to fill out the
short description and the description fields basically with the same thing. We're going to
do the CMC and the date of service probably that

[0:49:15]
we're attaching. Is that what you guys are doing? Yes, that's right. Okay. And then clicking
on create case. Say on that one. Okay. Then we have to go in and choose injury auto for the
category. Is that correct as well? That is correct. Okay.

[0:49:39]
And then also we have to, now we assign it, you assign it to yourself if you're the one
create the case. That's correct. Yes. Okay.

[0:49:50]
And then from assigning it,

[0:49:55]
we have to also put the claim number is the external ticket number. Is that right? Yes,
that's right. This is just a recommendation that Sarina gave us in order to link all the
future medical cases to the same claim. So when this is just for us like for management
team, when we tracked reports to Excel, it gave us directly the case number in which was

[0:50:23]
like linked it. So it's very good because in that way, we can see, for example, how many
documents are uploaded by an agent on the same plane. But yeah, it's just for reports. Okay,
perfect. And then you would also have to choose the HR case type, which would be injury in
this case. Yes. All right. And then that's when we would just click the ready for work now.

[0:50:51]
Yes. Okay. And then we would treat it kind of like any other case that we had. And we would
go ahead and go to the emails tab. We want to fill out the two field as well as putting the
claim number in the brackets and attaching anything that we need to and hitting send email.
Correct.

[0:51:15]
Yes, that's correct. Yay. All right. And then this one, it kind of confused me at first when
I saw it. So we want to go ahead and hit just hit send. We kind of just ignore the subject
part, even though there is a subject, or do you guys add a subject in it now?

[0:51:37]
Well, normally we should have maybe that was a mistake from the agent, but always we will
have a subject. Okay. Yeah. Okay. We might want to put a blurb on this one then, making sure
that we We make sure to always have a subject. Yes, yes, because that will came on on this
year is as the name of the email. So yeah, that would be also easier for the ICM reps in
order to know that that was the make a document sent by intake. Okay, perfect.

[0:52:16]
Um, then once we've done that, you guys have to go to the resolution category and to
resolution notes and something has to be entered in those. Oh, and then you can hit the
close complete. Is that correct? That's correct. Um, now does it matter what goes in this
resolution category? Yeah, I think you can use the same at the top for the first process
for. All right, in bone. Okay. What is some of your guys' options you have for the
resolution category? Just curious.

[0:52:54]
If you know off-shop your head anyway.

[0:53:02]
I couldn't tell you. I think. Oh, sorry, I was talking in mute. Yeah, I'm a polo. Yes. So
yeah, on resolution category, always we need to select. The specific option that we have
that is resolved complete so probably the agent that was helping me with the screenshots for
the album cases means that needs to choose the display options and doesn't show us the
options but are basically the same that we have at the top of your presentation for inbound
so we can use the same. Okay, perfect. The one that says result complete and yeah,

[0:53:49]
I'm sorry I was talking about. No, you're perfectly fine. I was thinking Where did I see
that?

[0:54:01]
I can I know I saw something. Oh, no vote up a little bit up a little more. Yes. I think is
the 10. Is it 10? Yeah, I think. No, it's not that one. So we'll be 11. Right, it is right
here. Yeah. So I could probably essentially just move that down. and copy it into that next
one. Okay, I can do that. I will do that just so it doesn't look so confused because I was
confused on this one. Okay. Yeah, I'm sorry. Thank you.

[0:54:39]
No, you're fine. You did a great job, thank you. So everything that's in here, we got done,
is everything look good to everybody in regards?

[0:54:48]
For me, yes. Okay. You guys too. A lot of stuff, a lot of stuff, but yeah. Yes. Man, there's
a lot of things. You guys do a lot more with service now nature required. Yeah that that was
something that the agents just just alert us when they are doing all bones because it's
taking more than expected because they need to feel more more more things. So for the APH.
Yep. That's something that made me mad. Okay so consent reportal.

[0:55:28]
Okay, so in regards to the consent report, I pretty much took this straight from Iris and
added in the screenshots from the portal as well. Letting them know that you'll need access
to the portal, G-Sharmas, and ServiceNow in regards to Concert, Concentra, I can't even talk
today. Okay, and then the documents that are needed, which is the Entry Active Status Report
and the transcription, and obviously giving the irisarticle for them to follow along with
that. Again, teaching them how to get into the one password to access the portal and looking
up Concentra.

[0:56:25]
And then to click on this one to actually get it to open. And then I went ahead and took
some screenshots of Concentra of where they need to go, showing them how to go ahead and get
to that very last page. Is that how you guys still advise them to work in Centro?

[0:56:48]
Where do they just go in and work wherever they want?

[0:56:55]
Uh, yeah, they still need to go to the last page in order to work from all this to newest
because the last page will have the oldest. Okay, perfect. So I went ahead and did that,
huh, do they still commute? Like is it communicated on who it works each page? Like is that
all? Yeah. Okay.

[0:57:14]
Okay. Good. And then on the next one, I just advised them how to navigate to the last name,
copy the name, enter the employee's name, and be able to search it. Of the name of the
person they're choosing to work on. Having them to select all the documents that were. For
that data service, which I guess they could have left the 813 off and did the 910, but.
There's that part, then once they get it, they can click that reviewed tab, choose the most
current day, date first, and then checking, make sure they check the files of the

[0:58:07]
the G-Sharmas section to make sure that data service is not going to be a duplicate. These
were already in there. So I just kind of carried these over the screenshots of how to match
the medical to G-Sharmas. And these screenshots were also already there, so I just left them
on how to look at what to look at on-consider medical versus the different places in
G-Sharmas, confirming their next visit.

[0:58:47]
Probably could get a different screenshot on here of an actual document that shows the
visits down below, but I just carried that screenshot over.

[0:58:58]
Then for them, teaching them how to download to print it, So I just showed them what, for
the two buttons that they'll have to click to download to print.

[0:59:08]
And then,

[0:59:11]
that they'll repeat each step for that visit.

[0:59:14]
And then here, okay, so here was the other part. I know we do not have the H drive anymore.
Where are they supposed to be saving their consent or documents to before they attach them
to their service now email?

[0:59:30]
Fabian, Jonathan. Sorry, I wasn't mute. They are saving the files into the doughlands of the
computer. But the instruction is to also save those in the shared drive that we have that is
over secure drive. And then they need to delete all what is get done landed from the
computers for security policies of UPS. So that's something mandatory they have to do all
days. And yeah, if you want to can send you the root of the share point folder, but I'm
sending that right now, okay.

[1:00:23]
Now the only other thought I had is did you guys want me to get more detail with the
concentric steps by because obviously once they save it kind of we need to tell them where
it needs to how to be processed next with the service now part or do you guys just want to
direct them back to the PowerPoint of service now.

[1:00:44]
From the creating an email part. Yeah, I think that's fine, Chrissy. I love your
presentation. It's very complete during training. We can just stop in in bounds and then
just finish servicing a concentra and then go back to this presentation and start with
albums. I have a, yeah. I like it. Okay, so if I can just get the routing of where you guys
save so I can add a actual screenshot here that will be correct. Sure.

[1:01:22]
I'm doing that right now. Okay.

[1:01:25]
Does everything look okay on the concentric side? Does, did I miss a step or could clarify
anything else? It was perfect for me. Okay, really great. Thank you. All right, so then from
Concentra, we did the accident change request. And I pretty much left everything that was I
just. Did my little slides and at the different things to it, but I kept all of our screen
shots that we had already previously had and just put them all together. to put them all
together on how to work through it.

[1:02:09]
Everything looked good here to me on this one. I followed through Iris just to make sure
none of the questions and stuff had changed.

[1:02:17]
Everything seems to be good on this one as well.

[1:02:21]
Let's see.

[1:02:23]
Showing them what they can and can't change in the claim. Now I don't know if things have
changed for you guys or what things you guys are directing them to change. Because I know
Iris doesn't get very specific and there's been questions before on what they can and can't.
So I figured you guys will be able to navigate for them on exactly the different things that
they can run across when they get more into them.

[1:02:46]
Yeah, definitely.

[1:02:49]
And then saving the claim, saving the information.

[1:02:53]
The no changes needed part. Just going in here, change request documents, edit the change
request.

[1:03:07]
Yeah, see what else, confirming the change request, making sure that that note appears once
they've done the change request and that was all that was already in this slide. Do you guys
need or want me to add anything else to this one?

[1:03:28]
Nothing that's coming to mind right now. Now the remark library, do those look like the all
the updated ones that we had had done in G-sermost to this point? I think it is. I was
looking at that the other day. Just fine as that's final. Yes, I don't think there's been,
at least there hasn't been any updates as far as the intake side of the remark. something
something that maybe I don't know team if you agree is to is the per coach think uh for
approval or deny it uh or maybe we can just explain

[1:04:07]
verbally the review with the coach yeah because always well we have instruction from the
last year uh for quality purposes in order just to always have or coach because sometimes
they are doing what they want at that time right so now yeah now we have but I don't know if
we can say that everybody too maybe or that's a note that we could put down in here oh let's
see I'm trying to see if there was already something in here I don't think that I think

[1:04:44]
that changed after okay do you want to go ahead and then just put do we want to put a blurb
there just advising them to. Yeah. Yep. Okay. Well, I guess.

[1:05:54]
Then we had the

[1:05:57]
Apparently I am not been in or off. Oh, there we go

[1:06:03]
All right, so the intake escalation process I also left that

[1:06:11]
The way it was who I don't know who created this one. Do you guys know was this Tavita
Fabian me? It was you. Okay. Another good job Um, I didn't know if any of your guys's
process on this has changed it all seemed to match up with Iris. Um, no, no changes there.
No changes here. Okay, I just wanted to make sure because I know you guys are making some
updates to Iris now. Um, other than that, everything on this one was pretty good, and I left
that one to be.

[1:06:57]
So that one I left and I think actually that was all of them the only thing I did this was
kind of for myself right now. I went ahead and just kind of put a screenshot of every single
Iris article that you are going to go over with them. through the agenda, but I was going to
within this is where I was going to show them how they can create a folder, how they can
create a favorite, and so forth on this one if you guys

[1:07:31]
just wanted to use it as a tool as you're going through your agendas. Oh, and I also did
this because I'm going to read through each and every one of these iris articles to make
sure there's nothing we need to update. Within the service now versus the a track and so
forth. Yeah, I think Jonathan already updates all iris articles including the word service
now, right, Johnny. And this part of, yes, I mean, I'm talking about there being now and
everything. Yes, is there a service now Iris article? Oh, right here.

[1:08:19]
Making sure here

[1:08:27]
Okay. Yep. So then that's everything I have right now. Is there anything else that you guys
can think of that you would want me to add create?

[1:08:41]
Is there a different process, Fabian or Jonathan that you guys are using over there on your
side now that's not on our side? No, it's pretty much all the same. There's only difference
that we have from UBS now is there I get one that is AWS but I will send you that today so
no worries. So yeah, thank you. Yeah, no problem. Shana, did you have anything? No, so in
the training, I'm trying to see where we're at. So we do have them pull up Iris and kind of
get them used to or just let them navigate through there.

[1:09:32]
Okay, where is it? I think it's in the, oops, let me close this because it's not here. It's
in the, I think it's in the intro. I'm intro to do Sherman's. No, no, it's not. It's in the
welcome and system overview. Okay. It's on. Okay, let's see. Starting at 14. Yeah. That's
where I was like, I didn't know if you guys wanted me to add any more up about Iris there. I
could totally add. There where they could learn how to create their folder and do their
favorites.

[1:10:27]
Yes, because that's where because at that point we're saying like let's take a look at how
it works and then having them open it up and pull up an iris article. Okay. I was also going
to I kept that so what I also kept on this slide because I know that it used to be in there
was the standard injured record keeping one. I kept those two slides that were also there.
Do you want me to add that back into there as well? Yes. Okay, because I know that is a part
of your guys's agenda here. So I can add that into the welcome slide with how to create the
folders and the favorites and showing them that specific.

[1:11:11]
Alright, that's all I had really for today. I think it's pretty close to being done. Are you
guys going to be walking through this kind of like a pre training training. If you guys see
anything you need me to change update as you're going, I can do that too. Also, maybe in as
soon as you get everything to me, I'll get everything else updated and let you know when
that's all finalized sure no worries. In the next 20 minutes, writing all will be ready
except for the IWS tool, the Amazon tool.

[1:11:56]
Because maybe that would be sent by me at the end of the day. Okay, perfect. No worries. Now
that we are all here, I just have a question because I'm working on that Iris to to have
updated the over phone call tool. Let me share my screen just just to make sure you can
understand what I'm saying. So this is the Iris that have before. the AWAIA and the process
to transfer phone calls that will be updated at the beginning of the document. But now we
have those employee service menu options.

[1:12:38]
Since we don't have the menu options anymore, can we just leave? This is something that I
was talking with Rochana and Juni before. Can we just leave the phone number that appears
here? and the options that they will find on the schedule time, and that's it, right?

[1:13:01]
Yeah, so I would definitely get rid of those other options, like the option 010203. Yeah,
because those won't apply at all, and hopefully the hours are still right. Yeah, I agree.
And at the end, we have the internal connection options process. Basically, this is a resume
or a summary of what is here. So basically, we also need to delete this, right? Okay, this
is still valid. And this one, this part also needs to be removed because we are not sending
calls to the queue of other departments. So also this needs to be removed. All right,
that's, that's all my questions now.

[1:14:03]
Okay, well, and Chrissy, that is a good job on those. Well, thank you. I love it. Thank you,
Chrissy. Yeah. No worries. Tina, I want to ask you something. I mean, this is something
different. It's in the screen. I just, I don't know why I open a claim. I don't remember the
reason. But it appears like a claim summary. I don't know, this is on T-new. This happened
just to me. I just see it. What is that? Damn. It's a plane summary. It's like a, I don't
know.

[1:14:44]
That's what happens. That's when we are going to the clean. Oh, I guess it's a summary from
maybe the carriers. Is there now? I mean, Let me open a new plane, yeah, you want, you can,
you can share your screen, it would be better. Oh, look, this is an A, a generic plane
summary. Use like that and refresh his, oh my god, this is. But this is new when, when this
happens. Well, then now we got a. correct. Like some claims we bring it into with the IEI
summaries have been on a total different

[1:15:34]
employee in a total different injury. Yeah. Yeah. Yeah. What is this? I used to open because
I was checking a new claim because I didn't dispatch today. I was looking to for a new
claims and did that happen. Oh. I like. So Chris, you're thinking this is like one of those
AI things like. Yeah. I guess the biggest part would be just glancing through these just to
make sure it even matches who the person is their age, what they're employ, or what they do
because sometimes they're not right.

[1:16:11]
more plan just not only on new claims oh look this is like it every can't look this is like
something is vlogging here yep I just might look like that too let's try the pool they just
happened right now I mean I didn't see anything in the morning I mean neither huh well
that's interesting I see a log in, but maybe because they have more information, maybe it's
about to say, okay, now you see it, Clay Summary. Oh my God, look. Yeah, let me see where
the limitations.

[1:16:48]
Up to 20 image, hello, each no larger than, okay, no more than in. The claim is added and
the claim is received a temporary disability. I've documented this AI-generated claim
summary uses live data and refreshes each time the claim's opened. It pulls from standard
claim fields related. Oh, son, they're adding some AI features. Interesting. Well, parties,
police, police, police. And they told me he has been a temporary attorney. He worked here
daily with a restriction. Oh my god. it's pulling from claim fields. So I was not going to
say how do we feel about using this to

[1:17:32]
confirm treatment beyond first aid because I can see. Yeah, for example, look therapy. Yep.
I will profit a hundred milligrams. I mean. Yeah, that would be not so good since in the
limitations that we have states that up to 20 images are low and up to five documents.
Hello.

[1:17:53]
I don't know how I feel about this yet, I just saw it, I mean, what is what is going on when
this is really new? And if this stuff actually matches up to any of the documentation
medical that's on here, but I mean we would really have to keep our eye on that summary to
even be sure that it matches the employee that they're talking about. just before using it,
just make sure, yeah, like you see. say like everything match and this could be just like
we're

[1:18:45]
for in the care and we need to find it in the CCN or the actual document. So, hey, go to the
claim notes on that. Look, there's a whole bunch, well, the one that I'm looking at has a
whole bunch of AI generated summaries now. Oh, no. and create a lot of notes for

[1:19:11]
wonder if yours does too

[1:19:17]
Yeah, I don't see your ears looking like that, but mine. I don't see any AA notes, like a
summary, no. Hold on, I'm going to put it in the screenshot. No, no for me. I just want
therapy. I just want to make sure. All right, I put in the chat. So this one. And I don't
think I've ever seen a medical note look like this. Like I've seen the AI generated
summaries. So they had you in there somewhere from the many. Yeah, so that looks new to me.

[1:20:02]
Let me share the other one. Okay, the claims are turning into AI generated info. No, this
one no, I think it's only here if the information is cracked, I guess that's one thing, but
It's not there's going to have a problem

[1:20:25]
The AI takeover

[1:20:30]
It is happening

[1:20:33]
We're all gonna be replaced Yeah

[1:20:39]
I wonder when they are going to start asking question about this probably today it's coming
because it's taking up half my screen yes I mean it's pretty big it's really hard to avoid
it too ignore it yeah yeah so I don't know because we're going to have to figure out if we
are how we are going to use that if we are going to use it or not that's a very good point
because I'm not sure to be honest. I mean I could say like could be

[1:21:19]
working as indicator to find in the notes or many actual numerical documents but not to use
it right away. Yeah that's setting them up to miss a lot of information. Oh yeah because
it'll just be used from there.

[1:21:40]
Maybe that's a new topic of conversation. I think so. All right. Well, thanks for showing us
that Jonathan. Welcome. I mean, we would have seen it within few minutes anyway. Yeah, I
mean, yes, probably. Goodness. All right. Well, I see all the screenshots. Everybody's guy
better get it before this chat goes away. It won't, it won't go away when we get out of this
meeting with it. Uh-huh. No worries. Also, I sent to you that through the, through you, your
chat, like, our chat. So. Okay. You can find it. Yeah.

[1:22:23]
Is there anything else on here? Oh, just the cup. This one. For Shauna. And. Shauna, then
you're, oh, you were just showing me your guys' screen was different. Okay. Okay, perfect.
So then I have what I need and I'll start getting things updated and hopefully finish that
through Monday. Awesome. Love it. All right. Well, you guys have a wonderful weekend. Thank
you. Thank you. Thank you so much. Bye guys. Bye.

[1:23:00]
Okay, so that's a very good start that we have there, so um. We have 3C for ICM. I see it
might feel like we've paid more attention to and. You know, we've we've we've done more with
ICM than intake, I feel, but ICM is going to need a lot of updates. So yeah, yeah, yeah,
that's that via thing and well, we just replaced that one, but yeah, we're going to have a
lot of updates for that one to actually. All right, so I'm okay, I'm sure I said I'm going
back with a question, sorry, ICM.

[1:24:01]
We can move to ICM, yeah. Yeah, because I'm trying to finish in tech. Yeah. I think I might
save a few, say, driving for Monday, just to practice.

[1:24:19]
I think we can finish intake. Maybe what is left?

[1:24:25]
Oh, we see. Let me share my screen.

[1:24:39]
All right, so we were sorry, use a question or phone number is 877-535-0751, right?

[1:24:48]
Or that's the folks the folks number and I don't remember. I'm from like the right one. I
think that is the fax number.

[1:25:02]
Yeah, I just get that from memory.

[1:25:09]
that. Yeah. Let me see. I read it. It's been a long time since I've had that number of
memoriders. It's been seven five three. Oh, no, is that one? Yeah. Eight seven seven five
three five zero seven five one. This is a reference. The easiest claim. No, is the callback
number. Is that the for the health care providers only or is that just for regular? Say,
say, say number again. So there's a number seven five three 5, 0, 751. Oh, yeah, that's the
code, but because the

[1:25:39]
path is 8772, 5141, 2, 5. So what's the one we give to the health care providers? That's a
different one? Oh, wait, no, I think that I think that's for health care providers, since
that's the one that is on on all right, there was medical Iris. Yeah, that one. Yeah. Yeah.
Yeah, health care providers, we give them a different number that's supposed to be more
direct where they don't have to, you know, go through different But anyone else we give them
the the regular number

[1:26:29]
Okay, so we were looking at where we were at so and take change and so we did safe driving
that's where we kind of left off and we just saw the presentation. And then so then service
now and then processing and voices so we have so we would be here on 10. 24. Probably not
event. Yeah, that one would take like a couple of minutes. So up to you. You want to keep
going with intake today? Or do you want to move over to ICM? I think I was finishing take.

[1:27:12]
Okay. Let's do it. Alrighty. Um, processing, invoices. Oh, I don't know if this one needs to
be updated because of the service now thing. Maybe, I don't know. Let's look.

[1:27:33]
Okay, so Jonathan, you already went through and changed anything that had that need to say.
Yes, but I don't remember looking to eat these iris. Now that I see it. I don't know. Okay.
All right. No problem. But I waited. Why? I checked everything. Maybe at the time these. I
was. Archive. Maybe. Or I don't know. It's possible. Yeah. Absolutely possible. Well, now we
have a new. Update. Yeah. All right. So processing and voices. Um, and Jato teams
responsible for addressing two different types of invoices.

[1:28:26]
The following information will help determine what type of invoice has been received and how
to act upon it. Uh, and trying to speak, so we have a couple of examples and yeah, that's,
that's that's going to have to get changed. It's a work in this one, yes. Yeah, okay, let's
see how it reads. Okay, so review the different types of documents and look for keywords to
help identify which type of invoice was received. It's neither of these bit, they could be
invoices for DOT physicals if you're unsure, consult coach.

[1:29:07]
So invoice for treatment keywords. So I would start out by just telling them the difference
right away about what an invoice for treatment is versus medical records. So I would just
let them know like hey, you know, invoice for treatment is the doctor went and treated the
employee so maybe they gave them some medication. they gave them some stitches, you know,
they actually treated the injury versus and so the invoice is the bill basically how much
the employee or how much they're charging for that service.

[1:29:52]
So an invoice for treatment would be the bill from the doctor for treating the employees
injury. And voice for medical records is the doctor's office charging for receiving medical
documents.

[1:30:16]
So, and then kind of going over the keywords. So, treatment when you see things like
services, exam, data service, DOS, words like visit, health insurance claim form. That's
going to lead you to know that this is most likely an invoice for treatment. And then
keywords for invoices for medical records. It will say medical records might say document
retrieval. Words like per page and copy. These will allow you to click on them too. But DOT
is made like a record sue, right or not?

[1:31:10]
Oh, wait, no, DOT, no, wait, yes. Yeah, so a DOT is more of a treatment, not a medical
record. So the DOT's physical is what they, a lot of times what they need to do to get
driving. Yeah. So they have to get these physicals done called, and the DOT stands for
Department of Transportation, just in case that's asked. But so they have to get those
physicals done to make sure that the doctor says, yeah, you're good to keep on driving on
the road.

[1:31:49]
So, and a lot of those will say DOT on them, like DOT physical. So neither of these fit,
they could be invoices for DOT physicals. and if you're unsure, consult a coach.

[1:32:04]
Okay, so that seems fine here.

[1:32:08]
All right, so processing invoices for treatment. So we do know we're gonna need some updates
on this. So review the information on the documents to locate the correct claim in GCermis.
If medical documents are present, attach them following the process for attaching documents
to claims. Identify the work comp carrier based on the carrier claim number. If no carrier
claim number is present, reach out to the health and safety manager for assistant. Okay, so
by doing that, it's saying forward the email with the attachment. Use. Okay, so.

[1:32:49]
I guess the service now has templates, right? I think, yeah, it's right for me.

[1:33:00]
Okay, maybe you step away for a minute. Okay. No problem. Okay, so it'll just depend on if
there's templates and service now. Okay, so these steps will be different. So whichever it
is, it's basically saying we need to forward it to health and safety. Okay, so if the
carrier claim number is present determined who the carrier is by using the chart below. I
wonder if this is still the same. Yeah, it should be. Well, I don't know. WC is at the
beginning of the carrier claim number because I've seen some Ohio claims where there's
actually a WC and the claim number.

[1:33:56]
your claim number, which is different. So I don't know, I don't know, I don't know. I'm sure
what I want to say. Maybe, maybe, maybe it's not an Ohio claim. Maybe it's because there's a
Kentucky claim, maybe, and they were treating an Ohio, I'm not sure.

[1:34:26]
Sorry, Tim. I was away, um, that's my favorite for Danny. Uh, I would be back on the
meeting. Uh, just give me probably 10 or 5 minutes until I do a phone call. And then I will
be back. Okay. Okay, dokey. Hi. See you later. All right. Bye. I think we need to. I was
indecided because I don't know why we need to change. Yeah, like this part definitely as far
as forwarding that's going to have to change. Let me see if there's anything else. I think
they took about the colleagues.

[1:35:05]
I think it. I don't know. Of course, of course, forwarding the asterisk. To build a. Okay.
Now it's no. It's no forwarding. Now it's reassigned the case because there's no email. So
we know this program will be easy. So we can still get things to bill pay, right? Yeah,
yeah, we have. I updated a night is. And let me make sure. Chris. Because I said, okay,
because the idea was probably safe for, the world in HRA emails to my HR case management.
Now it's called the reassigning service now,

[1:35:49]
cases to the appropriate HR support group. So they know forward email, they have reassigned
so they need to change it to the another center. But we have bill pay, bill pays will be the
group, group, bill pay, COE, HR medical case, and the new HR service bill pay. Yeah, but we
still reassigning those to bill pay. Okay, just in a different way, but just different
steps. Okay, so yeah, so the process will still be the same but just different steps.

[1:36:21]
So basically we're gonna look and see is the medical, so if they've attached medical, so
processing invoices for medical records. So this is when we've called and requested a
medical from a provider and they bill us for sending the documents. the documents. Sometimes
some of them don't. So the first thing we want to ask is, okay, is the medical attach to
this invoice that they've sent? Okay, if the answer is yes, they did attach a medical, then
we're going to attach the documents following the attaching supporting documents to claims.

[1:37:05]
I'm probably need to add the iris number there or link or something. Consult a coach prior
to forwarding to bill pay, so that way we can approve the charge. So usually we would go
ahead and say yes. I mean, if it's some outrageous amount, we might just ask them if they'll
cancel it. But usually if they're not money, yes, and I'm going to approve. Yeah, normally,
but yeah, if they sent the medical with it, then we'll usually just approve it. Now, if they
sent us a bill,

[1:37:47]
I know, I really was thinking about it. I was like, oh, look at them making ice coffee. I
already had one large coffee this morning. I've had some Starbucks pumpkin coffee, It's
delicious. Oh, do you really have it? It's not as delicious as it has to be. You know, do
you know when when my fall starts September 1st? Absolutely. Oh my god. I was thinking they
just is going by season. So yeah, I like to get started a little bit early. I really, I
really want to try that pumpkin spicy.

[1:38:30]
It's good. I got that. How you see? It's it's pumpkin cream. Shaken espresso is what I got.
And it has like oatmeal in it. It's good. It's not as sweet as the pumpkin latte. That's too
too sweet to. Yeah. I don't like my copies too too sweet. And I like it to taste like candy.
I always drink coffee without any sugar. Oh wow, you're super grown up. My parents teach me,
oh my god, my parents drink coffee. For me, I start like, I don't know, like, let's say, 12
years, I don't know.

[1:39:16]
But I start drinking like, three, four coffee per day. even a noon. For example, we have a
saying here when it's really hot, maybe the heat is

[1:39:28]
like it's terrifying, you drink a really hot coffee and you want it to be like fresh. Oh
wow. And my parents teach me that. I mean, to drink coffee is really hot and noon. And when
it's really sunny. Okay, I drink my coffee. Usually I usually like to start my day with a
really hot, cup of coffee, and then my later coffee, I do ice, but I do like my coffee
really, really, really hot. Yeah, I got no sugar, no milk or anything. Oh, man. I'm not at
that point of

[1:40:05]
life yet. I don't feel like I know. No, I feel like I'm doing good because I don't have to
have so much like cream and sugar in it like I used to and like most coffee shops just make
it too sweet so I have to do as for like half the sugar. Yeah okay. I mean you're a serious
coffee drinker than you're not playing around. Mm-hmm. No, no, no. That's cool. You know
why? No, I need to make some copy. Yeah. I know. We'll take a break in a little bit of how
you grab me a cup.

[1:40:55]
Um, all right. So if they send us a. Yeah, if it's, if they do not attach any medical
documents to it to it and they just send us a bill like here pay this before we you know
they're asking us to pay it before we get the document. So we're going to basically continue
to contact the health care provider or a biller so we would skip down here and we're just
basically going to call them and ask them to cancel. But now if it's a request from MRO
we're going

[1:41:30]
skip the phone call and go directly to sending the approval to bill pay because they do

[1:41:39]
give a cancellation fee. Yeah, so since we know that about them then we're not even going to
call and ask them because it's because you already know about them. Yeah. Okay. Yeah, so
that's why they're on here so we know they they charge a fee so we'd rather just pay for the
medical documents and then paid to get nothing. So okay so then we'll Spyox will see down
below so now if it's not MRO and they sent us a bill for documents that they did not attach
we're going to contact the health

[1:42:21]
care provider using the information that's provided on the invoice and ask them to cancel
the request. It says prolonged hopes will happen, be sure to stay on the line or try back a
later. So never close a document without resolution. Information to have ready. When you
call so it tells them the date of birth, the employee's name, and the voice number request
ID.

[1:42:50]
Hope they means that.

[1:42:53]
All right, so then if it's Syox, we see we've seen those.

[1:43:00]
Yes, okay, that's the right moment. Yeah, so for Syox, so they have what's called the
regular invoice that would look like this here, and then they have what's the prepayment
invoice, which has this little bar pair full payment required prior to release of records.
Oh, I was saying it looked the same for me, but now it's either different. Yeah, so
sometimes they'll send us the prepayment. So prepayment invoices should be automatically
canceled. Cancelation can be completed in one or two ways. You can call their phone number
here.

[1:43:47]
Or you can send an email to that email address. Be sure to include the invoice number in the
cancellation request. requests. Once email is sent, move to document the invoice and use
show miss. All invoices over $25 are required to be billed for prepayment. If a prepayment
invoice is not received and the charges over $25, then they need to consult a coach. She
we're dealing. Still don't know if I've ever, have I ever I'm trying to think because now
these are really the kind of consulta coach things where it's like

[1:44:30]
it's never really happened so I'm not 100% sure.

[1:44:41]
Okay, so if they're if they're over $25 they're automatically going to send it as a
prepayment, which it should be sent as a prepayment.

[1:44:58]
I think we would just have you call to cancel it or have them call to cancel it if that were
to happen. I hope that never happened. Yeah, me too. So, yeah, we go ahead and take care of
the regular ones because they're supposed to be under $25, but, you know, and then the
prepayments, I said, if they're over 25, they'll send the prepayment and we just cancel
those. I would say just just go ahead and I will pay for if I will pay for that.

[1:45:44]
If I pay $85 there. Goodness. Yeah, I would definitely look and see what it is like if it's
something that we just do not even need. I wouldn't. Just cancel that. For invoices from
share care. A cancellation can be completed one of the two ways. This phone number here, on
mine form, once email is sent, move to document the invoice and that should be the sureness
there.

[1:46:20]
There is a live chat option also that can be used. Once email is sent, move to document the
invoice and the sureness. You know, I don't really know if anyone really does these steps
here, meaning noteate that it was done on the claim, because I'd never see notes like that.
So I would almost think that someone like intake does not do that step. Now I don't know
exactly how important this step is, but I think it would kind of

[1:47:03]
I guess tell us what you have, have you seen that? I don't really see that before. Sorry,
sorry. Once email is sent, move to document the invoice in Shermys. Well, no, we don't leave
notes on G Shermys. And now that you're going to ask me this at the beginning, I think the
last science thing that we saw was three months ago, but it was just one, I guess, and the
process was different. So, you mean, when you say the process was different, like they're
fun number or it goes through phone number yeah so this number does not work for them

[1:48:03]
I don't remember pretty much well let me see let me let me take a look first of all on the
tool

[1:48:11]
and let me take a look on service now because we can track our our cases so I can just write
science and that way it's supposed to give me the cases if we have one.

[1:48:34]
I'm gonna see what happens like oh oh it's not even called science anymore, it's advanced,
that event, that event. Oh my gosh, we need to change that.

[1:48:51]
But I want to, I want to see a natural limboid that say, then your name. So I give you no.
Well, let me see. What is this? Okay, so I bet that. Okay, so I'm thinking this probably
isn't good anymore. Also. Oh, yeah, you're right. Sorry, it wasn't my mistake. It was not
Sykes. It was another provider name. Yeah, Rushana, if you want, I can show you my screen.
Yeah, we don't have any cases with Sykes. Yeah, what about that event? That event was, that
event appears on one result for a case open back in 2025, but it was for the department of
exams and it was related to the category DOT physical exam.

[1:50:01]
So, so no. Okay, and let me take a look on our last stop just to make sure. Let me open
Salesforce on the other one, the chair, chair, chair. see sales boards here. All right.
Superbizer consoles, iOX,

[1:50:33]
pop-up, search results. All right. What is that?

[1:50:41]
I ain't coming for me now. The last ones are back to 2024. so probably yeah we need to
change that from there okay so we don't get sionts anymore this was from you we need to 2023
yeah no more no anymore you're All right. Okay. And then, what about MRO?

[1:51:12]
MRO, let me see. Because I was reviewing, I remember, I was reviewing something with someone
for an invoice because we received an escalation from Sabrina in which she said, this is an
invoice. is not something that you need to send for exams. So I need to review it with an
agent by Iron Remembering. Actually, at this time, which was the invoice department? Well,
like the invoice provider, sorry. Bill, oh, OK. But yeah, let me take a look to see if
Emerald is still one hour. No, it's all related to exams. MRO. But yeah, this is still
valid. Probably we can have one if we are getting recently cases on the exams department or
test results. So probably in one moment we can just get an MRO invoice for us.

[1:52:25]
probably. I would say to keep that one but the science one, yeah, needs to be out. Yeah.
Okay, well, that makes things easier.

[1:52:39]
Okay, did you still need to share your screen, Fabian? Or you want me to go ahead and share?
Oh, I didn't. Oh, my God. Yeah, well, let me, let me share my screen just to see what I saw.
Because yeah, so this is my service now screen that is a little bit crazy because they have
a lot of things open, but yeah, you can see that we still are getting cases test results on
exam department that are working progress a way in a sentence means that they already close
it in the last 24 hours so yeah we still

[1:53:17]
getting those probably we can have also an MRO, MRRO invoice, so I will say just to keep
that open we have 141 cases that includes MRO, so probably we can have one day one and maybe
if we delete that information will be kind of hard to understand the stats so I will say yes
we can keep it. And also when I was doing the last search with Syox, yeah I found some from
2023 as these ones some others for 2024 but no any other recent case. And you said you
didn't find anything for

[1:54:04]
that event right that event to yeah also I can do it here uh that uh who was I'm sorry can
you spell that for me yeah just like that uh no okay we have locations but it's okay okay
Those are the locations that we have save it on the system when we create cases for these
type of people. Basically, just to let you know, like once you want to create a case here,
it allows you to have a lot of spaces or fields to complete information.

[1:54:50]
So maybe in one time a goal someone received a case from this location and they save it.
into service now, and that's why it appears here, but we don't have any cases, zero cases in
HR. Yeah, and we definitely would have by now, because I'm looking at merged with Syox in
2021. Yeah. Okay, all right, well great. Then there's less story about when it comes to
that. Yeah. Fantastic. Okay. Cool. Yeah. Good catch, Johnny. Very good. Yeah. You say it is.
You say it was like some time to read that and explain that.

[1:55:39]
Absolutely. Okay, so that's good and that's one thing we can get rid of. Okay, so we can
keep the script because we still wouldn't have to call the provider so we would. Get rid of
all of this so we would keep to here. Get rid of this. Get rid of all of that and then. keep
this as this tells them how to request the cancellation. Okay. And then so they do have to
ask if there will be a cancellation fee. So that's important because we don't want to pay a
cancellation fee.

[1:56:22]
So yeah, they need to ask, will there be a cancellation fee? If there's a cancellation fee,
do not cancel the request, follow these steps below, or no did not agree to cancel payment
or there is a cancellation fee. So here's the question, do they agree to cancel the payment?
If they say yes, they agree to cancel the payment and there's no cancellation fee, then
follow the steps below and document the invoice in G-sermis. If they say, did they agree to
cancel the payment? If they said no, they did not agree to cancel the payment or they say
yes, but there's a cancellation fee,

[1:57:06]
then you would follow these steps. Coach approvals required prior to reassigning. So see, we
ask you that before you leave. If serving now they see those, you can found those templates
from the one that is up. I don't remember which part on this one. Yeah, so like there's a
template here for bill pay asking them to authorize a payment. So does service now also have
templates like that. I don't remember. Let me see because I don't remember this one in well
that that's not a big deal. We can request us everything to add it once is still valid on on
what on a track if if I can found it in a track, I will be able to put it on.

[1:58:05]
Okay, so let me see what is one one zero seven right one one zero seven. Let me take a look
at that is an invoice for processing make up documents that was requested by the injury out
of team this email is the prioritization for the payment identified vendor below is the
priority to assist in the cause location, thank you. All right, okay, what about the one
here 1115? Let me let me use the note here real quick. Oh, uh, okay. Now I found it. Uh,
just one moment, please, Rushana. Let me see what what I sent to Sabrina. Sabrina, uh,

[1:58:55]
just to make sure I send it like the correct ones. Yeah. Oh, I have a lot of emails from
Sabrina, but I don't find the one that is sent. All right, that's okay. I will check this
and let me see. fan plates, fan plates, problem with this wording would be better, also for
us, The LT. Proces.

[1:59:44]
All right, it looks that no. So the other one is one one five

[1:59:54]
Three three ones one one one one one one

[2:00:00]
Sorry how many ones three one, okay, yeah, I want five. Okay Okay. Send these to the health
and safety manager when I'm invoiced for three minutes. Okay. This is still valid on a
trick. So basically what I can do is to copy and paste both and just request it to Sabrina.
And that's it. That's the same way they save it as a template like a yeah they save it as a
template uh-huh

[2:00:37]
That is not an article in service now it will be like a template note

[2:00:45]
But yeah, it's basically the same purpose to To have what we want on on on the email. We
will send it. Oh nice. Okay

[2:00:57]
Great Okay, and then all right. So perfect. So do they agree? Yes, they're going to cancel
it. No, they are not going to cancel it or there's a cancellation fee.

[2:01:11]
If it's either of these options, then we're going to send it to bill pay. First, they need
to ask a coach. We will go ahead and approve. Unless it's some the amount that the original
bills for, then we might want to decide, you know, is it worth it? And then, so if we
approve it, they'll go ahead and send it to bill pay. And we'll update the, have to update
those instructions. And then if there's any other answer or any other situation, and then
they just need a consult to coach if their scenario does not fall under one of these two.

[2:01:59]
Okay. So after they get through all of that, then they're going to document the invoice and
G-sharmus. If medical was received and is getting attached to the claim, Um, then no
additional notation is needed as the approval will be sent to bill pay and can be tracked in
service now. Um, if there is no medical to attach to the claim internote using the following
as a guide. So we're going to use notes category document who you contacted, whether or not
they agreed to cancel the request.

[2:02:37]
us the actions that was taken and the service now number, I don't know, yeah, service now
number. Hold on. Why is it talking about a date? All right. We're just talking about a note.
That's weird. It wouldn't be a half. is that our old shermis have, did our notes have due
dates? I'm trying to remember, it's been so long. I think you can connect tasks. I mean,
like it related. For example, when you said a note and they said, like, it showed you like a
notion, like a follow task,

[2:03:24]
something like that. You know what? No, it's, that is referring to an old, before we had
G-Sharmas, and that's what, that's referring to because we, like our task used to be within
our notes, and used to be able to make a due date on a note. I remember now, so I used to
drive me crazy when people would So yeah, okay, so that's what that's referring to, but it
is a regular note. So let's just need some updating. All right. Not as it's on this. Okay,
so I think we're at a kind of a good stopping point. I'm going to say let's just take a
break.

[2:04:19]
come back at three and then finish up for that last hour. All right sure. All kids out. All
right, See you at 3, enjoy your break. Thank you, Urjana, you too. Thank you.

[2:04:34 to 2:22:16]  ---- BREAK, 17.7 min of silence. Recording continues below. ----

[2:22:41]
Okay, sorry about that. Back. Okay.

[2:22:58]
Okay, so what is next on our agenda? Where's that? Hi, it's Marie.

[2:23:17]
Are we dead?

[2:23:21]
I don't remember.

[2:23:24]
Hold on.

[2:23:34]
There was now reassigning 2, 3, 9, 8, 2.

[2:24:01]
Okay.

[2:24:07]
Okay, so the next thing on the list is I'm resigning the iris for resigning service now
cases appropriate my HR support group. I have not taught on this yet because we didn't have
the service now. Yeah, I mean, I eat a rename, I rename the iris because, yeah, before
what's forwarding age for it, email. Sorry. Now, see, we don't have email. We have cases. So
I just sent it to reassign the cases. Gotcha. Okay. And I'm pretty like a few steps like
screenshot and where they find information, but they basically are going to find the COE
correctly, and I put like a

[2:25:00]
Like a list, for example, they get the OT is ADA code is where supposed to go and be able to
pay the deal. Yeah, I mean all all of that all of those for

[2:25:12]
Okay, so we they know where need to reassign the case to the correct department

[2:25:19]
Got it.

[2:25:25]
Okay, I do remember that. Okay, in sure case there's an erotic correct claim resolved. Okay,
so there's no cases must be reassigned to the appropriate. Oh, yeah, yeah, yeah. Okay. Mm-
hmm, mm-hmm. Cartoons notes and sure the documentation are. Information's closely reviewed,
so, sure, does not entry auto documentation. I clicked the three dots in the upper right
hand corner of the case. And that is still, this is correct, right? The way that this reads.
Yes. Okay. All right. Perfect. All right. Um. Okay. Then that looks good.

[2:26:16]
And you're familiar with that? Yeah, yeah, yeah. I was decided with Juan Jose Rios,
actually. He had me to update this part. Okay, perfect them. For them. We can move on to the
next thing. I think we only need to do is rename the. Yeah, that. Okay, that part. Okay, you
have a resume. Okay, no. Never mind. All right, so then we have the invoice process. Quiz.
Equates for a invoice. Mm hmm. It should be next to the items of the invoice. I feel like
yes, so honestly.

[2:27:08]
Oh wait, we didn't do invoice locations. Sorry, I skipped that one. been processing
invoices. Oh, yes, yes, yes. And then the quiz. So, hold on, let me back up here, because
they all kind of go hand in hand. So, we learn about the invoices locations, then we learn
about how to forward the cases. And then we learn, or I'm sorry, then we learn about the
invoice locations because sometimes we have to call them like if it's like if they send us
something for treatment, we have to call the healthcare provider and tell them they need

[2:27:54]
to contact the carrier when it's treatment because the carrier is the one that's supposed to
pay for treatment, not UPS. So they would have to know how to look up the carrier and the
contact number to give to the provider that they call. So you're familiar with this IRS,
though, right?

[2:28:19]
Yeah, I mean, you need to find the currency and provide information. Yeah, all right. So
that part is good.

[2:28:34]
All right, so then we would come to the quiz.

[2:28:42]
All right.

[2:28:44]
Well, let's see here. You're reviewing an invoice and trying to determine its type. The
document mentions services, exam, and includes the date of service based on this
information, what type of invoices it most likely. And then treatment. All right. You
receive an invoice for treatment related to a work comp claim. The carrier number is present
and starts with WC. The claim is from Washington. What should you do next? Term of the
carrier is liberty mutual, locate their billing info and contact the billing provider to
reroute the invoice.

[2:29:27]
You receive an invoice for medical records, but medical documents are attached. What is your
first step? Close the age rig. Close the age rig, for example.

[2:29:50]
Bye-bye.

[2:29:59]
Needly forward the invoice to health and safety bill pay group, but attach a note in.

[2:30:11]
Jewish Hermes, an archive of the end boys, attach documents if available or consult coach
before forwarding to health and safety, yeah, health and safety built pay group. The other
ones have, yeah, let's change that. All right here.

[2:30:37]
Let's see fourth email to the Health and Safety Manager for assistance and close the
service. Okay. Okay. Okay. All right. Good catch on that, John. All right. So you receive a
medical record and voice from MRO. What actions should you take? Okay. Okay. Okay. Okay.
Okay. All right. Good catch on that, John. All right. So you receive a medical record and
voice from MRO. Tomorrow, what actions should you take next?

[2:31:16]
And then skip the phone call directly to send approval to the bill paid group to avoid a
cancellation fee or archive the document since no medical records are attached. Okay.
According to the resource, what does the advisor do if the medical documentation is attached
to the invoice and attach the document to the claim and send it to the health and safety
bill paid. the code. Sorry, excuse me, I'm attached to the invoice immediately since the
documentation is already included for the invoice directly to the employee without taking
further action.

[2:31:55]
Contact the health care provider to request cancellation of the invoice and her note in G Do
you share a mess and wait for further instructions from the billing provider? All right. And
then this one, uh, there's no. So according to the resource which companies and voice should
be immediately approved and sent for payment. But that have to do with. out. I think it did.
Do you need to write down the U.S. commuter, maybe? No, which companies and what should be
merely approved and sent for payment? That's going

[2:32:43]
to be, oh, wait, where is my, there we go. I think it's this one. Oh, wait, no. For requests
from MRO, skip phone call directly. It's an approvalsable pay.

[2:33:06]
Okay, hold on. It might be MRO, I think.

[2:33:12]
Which company, the one should be really progressive. Okay, yeah, it's MRO. All right, cool.

[2:33:18]
Hey.

[2:33:21]
I don't need to really adjust anything with that.

[2:33:28]
All right.

[2:33:32]
She's 3634. I think did I just see Chrissy send an iris update for that one. I think I did
should not forget it was already.

[2:33:47]
3634. I think that might be why she highlighted it.

[2:33:55]
Yeah. Alright, so that one is archived.

[2:34:29]
Well, I won't even show me the park light.

[2:34:38]
No.

[2:34:56]
Oh, Tim, just one moment. I will be back. Just one second. Is there anyone you want needs
me? Okay, just one second. Okay, all right. Okay, well, I don't think I can pull that up.
Oh, what's in there? Usually like I do that. Then it'll show me archive document. So all
right, well, and I thought if I'm not mistaken, I thought someone said that we no longer get
these previous employment from exams anymore. Is that true? Say that again. Well, someone
said that we no longer get previous employment requests from exams anymore.

[2:35:54]
Is that true? Now that I don't know to be honest, I'm not sure. Okay. We can't just, yeah,
but it had Lana and we will ask later, maybe, maybe Fabi knows.

[2:36:19]
All right, so at this point we would work on service now cases together so having them, you
know, get assigned some whether you will you want to assign them to yourself. I don't know
if it depends on if you're able to directly assign it to them or not. depending on access,
things like that, but if you can, then you can assign some to them and you can work it
together, maybe work through a couple. Yourself first, just to kind of show them. Oh yeah,
of course. Yeah, and then let them work on some. And then PowerPoint for the

[2:37:09]
the concentral portal steps which we reviewed today with Chrissy. And then we would then go
into the iris which I think if we look at that during, let me see. I think this is It's
going to need to be a need of maybe long into the concentral website. Yeah, because, well,
no, that's the work. Yay. All right. It works. OK. Log into the concentral website. Access
to username and password by opening the medical document portal from the injury and auto
share point site. So that actually is different now.

[2:37:54]
So that's going to be the one password. So, you know, my goodness, the updates are getting
so long.

[2:38:10]
I will say, what should I say?

[2:38:15]
Perfect. I'll take the supervises.

[2:38:26]
Um.

[2:38:55]
Hello, hello

[2:39:06]
I'm on mute. I'm sorry, one second. I'll go, go, go, go. My bad. I think my arm had the
mood, but not my speaker. If we still need. I'm going to go check. If we still need to. Um.
If we still. Work. We. I'm sorry, man. We did it. We did it, man. Um, um.

[2:39:46]
Oh, okay. Oh my gosh. All right. Okay, so that's going to need to be updated. Click on the
visit results and report to the top of the page. I almost think that we should we could
maybe update a lot of what's on the PowerPoint. point into the Cyrus is what I'm thinking
with the screenshots and everything. I don't know if I was in an end of day for these areas.
I'm not sure. He said you were thinking he was updating this one or working on it.

[2:40:37]
I'm not sure but I think he said an email about this. I don't know what happened. If you
remember, I don't.

[2:40:51]
Yeah, I'm not sure.

[2:40:54]
He's in an email, I'm sure it's probably still I'd probably still go find it in my emails if
it was.

[2:41:03]
But then last year.

[2:41:08]
Because let's see.

[2:41:26]
I don't know if that would be too much to put an iris. I think that will be better go
through to the presentation. Yeah, well, I mean, just as far as like iris being updated
because I know we need to update the. or is it at? I know we need to update it.

[2:42:00]
Okay, I know we need to update it saying one password here instead of on to the share point,
but I see this should be all this is a cup of the name employee. Well, that part seems okay.
I just wanted to put an extra visual in there for them instead of just this one thing. But
yeah, it might be fine for the document to the claim, so document and journal, yeah, so like
that part would need to be updated, but the steps are pretty clear. Okay, so that's just one
iris that we need to update because we want to do both and want to definitely still go over
the PowerPoint with them, but we also want to show them the steps and iris because the steps
and iris is what they will come back to use.

[2:42:59]
So we want to make sure we go through that and they understand those steps listed there for
them. Alright, hope to see you.

[2:43:13]
And then touching support and documents, we already looked at this one when we were doing
the ICM review. But just to kind of see, but we did not look at everything because. Yeah,
only the first part because then that's the only one that applies to to ICM. Yeah. So this
one, they still, you know, they'll need to review identifying the correct claim and how to
search for the claim versus, you know, what's the information from the medical document. And
once they establish that they have the correct information, they, we want to make sure that
they are looking in the files to make sure they're not attaching a duplicate.

[2:44:00]
So I want to show them how to do that. And then, so then these steps here, which will have
to change to fit service now. So it's going to be, but they would use forwarding to the
claim for concentra, specifically. So we'll have to update, get that updated and then
probably this one too.

[2:44:36]
Running password protected documents.

[2:44:41]
Yeah, well, no, that's where they should save it.

[2:44:49]
Oh, yeah.

[2:44:53]
Well, when they send it from share point or not share point from service now, are they still
using this? Yes. Yeah, we make sure. Okay. All right. And do they still need to add the
claim number and the. Between those, those signs, yes. Oh, okay. Well, that is good. Okay.
what? Okay, and then that's that updated in there. Okay, then those steps, let's be fine.
All right, cool, cool.

[2:45:44]
All right. Okay, so then we have the attached dot e-learning. So just a little quiz for
that.

[2:45:57]
And why do advisors work concentric claims from oldest to newest to ensure that documents do
not expire while waiting to be reviewed. We only have 60 days. What is the prep process when
reviewing and saving concentra visit documents begin by assessing the medical document
portal list for login info that's a last page of visits to find the oldest link mark all as
reviewed and download the most current documents. to forward to the claim? Oh, I want to
make sure, we want to make sure that

[2:46:34]
nothing, not the old verbiages listed. Okay. When forwarding documents from external
websites like Concentra, which of the following is the correct procedure? Name, retrieve and
save the document ensure social security numbers are redacted, find the claim in G-Sharmeth
and on the FORD-V-V-V-V-V-V-V-V-V-V-V-V-V-V. case, the service now case to the designated
inbox with the correct claim number and the subject line. That's all right. When forwarding
documents from external absent to the phone is corrects future or trees and say the document
sure the socials redacted find the claim.

[2:47:22]
Do you sure, Mr. Ford? Yeah, okay. That's right. Okay. To the designated inbox with the
correct claim number and the subject line.

[2:47:38]
Write the document, scan it, upload it to your personal email for forwarding. Only send the
document if the social screen number is visible as it helps identify the correct Okay, which
of the following steps is required when forwarding documents to acclaim through service now?

[2:48:07]
Okay, use the UPS or claim number in the subject line, remove all existing, skip, redact and
social security numbers of the documents being sent internally. Why are the key steps to
correctly match a medical record to claim and what are the key He steps to correctly match a
medical record to a claim and he sure must use care number match the latest document match
the state in the operating center with the work activity status report verified the law
state. Okay. And then last question, when reviewing documents attached to a claim, what is
the correct process to handle potential duplicates?

[2:49:02]
And attach all documents regardless of duplication to ensure completeness, review the file
name and description, open the existing documents, compare the only and only attach the new
document if it contains additional or revised information. lay all previous attached only
the document. Okay. All right, that one looks good too.

[2:49:24]
Hey. And then again, once we have them take the quiz, we just give them enough, you know,
how much time it takes them to complete it. And then once they're done, we have like, you
know, we can see who missed what. If you notice like say if everyone misses the same
question or a majority everyone misses the same question, try to give extra explanation on
that one, and I really explain why.

[2:50:06]
All right, so dressing and taking others, oh no, that's what I accidentally pasted instead
of clicking on copy. So this is just teaching them about DDEs and IDEs.

[2:50:31]
tells them, you know, what it is, and then also let them know that they should never attempt
to remove or delete a file as always for a coach to do. And you know, send it in the Teams
chat, and you can have one of them practice doing that if you want.

[2:51:03]
And I also let them know like, hey, your message in the team's chat does not need to be long
like it doesn't need to be hey, how you doing hope everything's great. I had this DDE could
you please you know, remove it. Oh, yeah. Oh, my God. Just put DDE. and it says, saying,
happy birthday, like, what, I think.

[2:51:28]
I was like, no, no, no, just put DDE in the claim link. We're good. That's all we do. Yeah,
I mean, I mean, I know you are really polite, but just who did the eat the clean number and
say 10? That's it. What do people, I mean, we didn't a lot don't care to say. Yeah, we don't
need a long message for DDE's.

[2:51:52]
But yeah, so let's just tell them about that and then I would just like tell them what to
do. Oh, and this would be a good place to show them that they can send the link from the
file section. Um, it's to make it easier for us so we can tell them like hey, if you open
the claim, you'd see, go over to like, you know view all files. And send us the claim link
from here, it'll take us right into the files. So that could just be a little, a little tip
to tell them.

[2:52:35]
So that way we don't oh and one other thing that I always want to tell them is do not send
us a claim link when the claim is an edit mode. I think I said that before when we were
looking at ICM but like just make sure you're not an edit when you when you copy the claim
link because that's how open for us. Okay, so we did that. And then, oh, I think this is the
one that was archived. I think it's open now. I think it's, yeah, phone call, injury claims
not reported.

[2:53:43]
So I think this is I'm going to need to be updated I remember we talk about and that I take
out Laura email because I'm told me but I don't know the rest. Okay, yeah, we got to find
out who it needs to go to. Yeah, because see, Skelly's not about to receive the emails.
Someone from UP. To get it. Right. And so we would need to know if it needs to be Brandon,
consent team or. Marita. Okay. Let's see. All right. So phone call, injury claim, not
reported. This procedure is to be used when the phone calls received from an injured worker
and they say that they have reported the claim to management. However, there's still no
claim in the system yet.

[2:54:49]
So that was the one important thing they, because we were talking about they need to confirm
if they've already reported it to management. then we'll, I'm sorry, if they did, then we
can complete these steps. So we want to ensure the following that there is not an existing
claim. So again, that's important that they actually look for the claim, not just take an
employee's word that they don't have a claim. So they need to look in G-Sharmas for a claim.
If there's an existing claim number, then they can go to the frequently asked

[2:55:27]
questions to see what they need to do next. The injured worker has already reported the
injury to their management.

[2:55:39]
If not, if they have not, then we want to make sure to encourage the employee to speak with
them first. And then if that is unsuccessful, then they can call us back. All right. So
while we're on the phone, then we want make sure to gather the information if we need to go
ahead and send the health and safety email.

[2:56:04]
So

[2:56:09]
that is what I wanted to add in here. So use the email template,

[2:56:15]
quick messages. Oh, is that what it's called? Quick messages? Okay. All right. Complete the
fields with information provided by the employee while on the call. Use work data complete
region. Okay, so one of the things that I tell them to do while that like after they gather
the information they need from the employee. The employee does not need to sit on the phone
with them until they actually send the email so like they can, you know, go find the health
and safety and everything after the call is finished.

[2:56:54]
So they really just need to try to get the information from the employee, update the. fill
that information in, and then they can fill in all the other things like the region district

[2:57:10]
for the health and safety, and all that. Then they're going to go ahead and send it

[2:57:19]
to health and safety managers, and then we'll figure out which management they need to copy
in. They're from email subject, okay, perfect. Okay, so then if the employee calls back, run
their employee ID and G-Sharmas, is there now a claim for the injury? Yes, inform them that
it's been entered and provide them with the claim number in contact information for their
carrier if we have a carrier claim number yet.

[2:57:59]
Inform the employee that the carrier will review the claim and determine compensability like
bills and payment for the time for time off work. Do not speak on compensability

[2:58:12]
or guarantee the employee that the carrier will pay for their injury. This is determined
based on different state laws, to be completely honest, I wouldn't even bring this up
because you mentioned it. Yeah, because if one thing intake, especially someone new or most
intake are they're not going to know what they're talking about. So I would get more
confused. Yeah. So honestly, I wouldn't even Yeah, I wouldn't ever mention that because then
that will bring up too many questions and there's too much room for misinformation from our
side.

[2:59:00]
Yeah, I'm going to suggest removing that completely. All right, is there a new claim for the
injury? If the answer is no, consult a coach on your team's system chat for additional
escalation, maybe required. Okay. All right. And they might have questions like, well, you
know, what if they just called the day before? Well, so with that, like I said, what I think
it's like about three or four days, you know, they should have had something like, but not
in one day like if it's one day they still need to go ahead and wait.

[2:59:44]
Tell them to give it like three or four businesses before reaching out to us again if they
don't hear anything. Um, I'm probably add that to iris 2.