Samuel N West

Remote Assessment Best Practices Sam West – Service & Repair Technician- 1 Mission Statement: Improving the lives of people with disabilities by enabling them to actively participate in everyday life. 2 FROM Mike Swinford: Team, Imagine remotely diagnosing and resolving service issues our customers have with their wheelchairs. It’s now reality. I couldn’t be more excited to announce that Numotion is the first Complex Rehab Technology (CRT) provider to offer remote service and repair on power and manual wheelchairs. Using a secure, safe and reliable phone app, Numotion service technicians can now remotely diagnose – and often times resolve issues entirely – over the phone through secure video. Here’s how the technology works. A customer calls Numotion for service. We help the customer install a free HIPAA compliant app on their phone. The app manages a secure video call back to a certified service technician who is also speaking with the customer, advocate or caregiver on the phone. With this technology, our service tech can fully inspect the equipment and is often able to talk the customer through some procedures to restore functionality and resolve the issue. To watch a short video demonstrating remote service in action, click the link below: https://vimeo.com/- The service model in the CRT industry has not kept up with advancements in technology and thus is far too time consuming and cumbersome. Remote service drastically shortens the overall time to complete repairs, enabling us to service more customers much faster. Being able to diagnose and fix issues remotely is a tremendous benefit to our customers. 5 It gives us the ability to identify and order required parts more quickly, eliminate unnecessary in-person assessment visits from a service tech, completely resolve certain issues with just a phone call, and provide immediate service to our customers when they need it. If the problem is a part failure in need of replacement, the service tech can order the part directly from the phone exchange. This saves time by eliminating the need to schedule an in-person visit just to diagnose the issue, resulting in only one visit to actually install the replacement part or parts. 6 So far this year, we’ve conducted nearly 20,000 remote service evaluations nationally. Our goal is to ramp-up to over 100,000 each year. Common issues remote service can be used for include: o o o o o o o Worn tires and casters Worn/torn arm pads, cushions, headrests, lateral pads Damaged joysticks, seatbelts, harnesses, troughs, etc. Malfunctioning motors or actuators Joystick lockout issues Motor gearboxes Loose, broken or disconnected cables 7 This is a HUGE win for our customers, an operational game changer in the industry, and another key differentiator for Numotion. We have the most competitive preferred and exclusive product portfolio in the industry along with the most extensive health plan coverage. We also provide education services to clinicians and case managers to improve overall awareness and understanding of CRT. And now remote service takes our Service & Repair offering to a new level. I want to thank Mike Wilson (Executive Director, Service & Repair); Strategic Operations Specialists Daniel Ray, Gabriel Macias, and Shea Seefeldt; and Charles Glantzberg, our first full-time remote service technician, for leading our remote service efforts. Mike 8 SERVICE COORDINATORS: SERVICE & REPAIR PHONE CALL: 1. Did the client get their equipment from Numotion? a. b. If Yes, create new Venu Repair order, Schedule first available onsite repair evaluation, Put on Remote Assessment calendar, Create Venu follow up notification [Note, can attempt a “Live Transfer” if Remote Technician is available]. Add Venu note. If Not, may need to refer customer back to the vendor who supplied equipment. – Note: If repair from Numotion is appropriate; obtain make, model, and serial number if possible. [RETURN TO STEP 1.a. ABOVE] 9 SERVICE COORDINATORS: 2. Sample Dialogue to advise customer a Remote Technician will be calling: “I have you scheduled for an onsite evaluation on ___________. I will also have a Technician call you at _______________ to obtain additional information, and possibly resolve your ‘stated problem’, or submit a parts quote.” 10 SERVICE COORDINATORS: 3. Sample Remote Assessment calendar entry: Remote / John Doe /- /- / Joystick flashing Remember: - You are the professional. - Be ready for an email about the outcome of the Remote Assessment. - Work with the Remote Technician to ensure the client is taken care of. - Always start a ‘Clean’ order and schedule onsite evaluation [can always attempt to live transfer to the Remote Tech, if available, while starting order]. - Live transfer when possible, especially for “Urgent's.” 11 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- 1. 2. 3. 4. Access Work Order Listed on Remote Assessment Calendar. View notes, equipment, and previous orders in Venu. Research stated problem. Access Manufacturer website – if possible. Call customer within 5 minutes of scheduled time, if possible. 12 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- 5. Result - Call is: a. b. Answered: Greet customer, find out from them the problem. Explain how the Numotion Remote Assessment program works. [GO TO STEP 6] Not Answered: Create a note at the top left of the calendar subject line, and in Venu. Call back at a later time if possible. 13 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- 6. Does customer have access to a Smart Phone? a. b. If Yes: Send them the text or email from GoToAssistSeeit. Ask the person with the phone [hopefully a caregiver or family member] to go around all four corners of the chair. Take pictures and save for reference. “Zero in” on any areas that need additional evaluation. [GO TO STEP 7] If No: Continue the call over the phone, and ask them to send pictures [Save pics]. 14 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- 7. Evaluate Equipment: a. b. c. Call manufacturer Technical Service if necessary for assistance and for parts quote. Fill out Spec Template and Send to Spec. Or, resolve issue. Ask customer to fill out “Numotion Listens” Survey. https://survey.numotionlistens.com/#/survey1 15 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- 8. Determine Evaluation Disposition: Log accordingly on the Remote Assessments Log page. a. b. c. Completed, sent to spec Completed, no parts Required: On Site Eval 16 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- 9. Documentation: a. b. c. Put notes in Venu and Email Service Coordinator who started the order if necessary. Set follow up in Venu if necessary. Communicate via notes & in the “Directions” field [for Field Techs to view], pull parts, etc. 17 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- ➢Remote Assessment Tips and Best Practices • First and foremost, you are a professional, whether you are a Service Coordinator or a Service & Repair Tech. Your experience and expertise is extremely valuable to Remote Assessment. ➢Tips for Remote Technicians • Keep a copy of the “19 Point Inspection” above your computer monitor for guidance during the Remote Assessment appointment. • Try to prevent each initial onsite evaluation possible. If the onsite evaluation is needed, communicate information obtained in the “Directions Field” so the technician knows where to start. • Communicate effectively w/ the Service Coordinator [SC] who started the order, and the SC who is tasked for follow up. 18 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- • Don’t spend too much time trying to convince anyone to do the Remote Assessment. Fact is, there are some clients who would rather have a tech come to their residence. As the saying goes, “Time to fish or cut bait.” • Utilize manufacturer customer service and technical service, they can help – send them pics and videos if available [most of what they do is similar to Remote Assessment in a way]. 19 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- • When you get behind, and you will, organize and prioritize into categories such as: o o o o o Need Quote [Remember: some manufacturers & vendors may close “early”]. Need Spec’d Need Notes, Logged, etc. Need Re-scheduled. [Basically anything that will help do “Today’s work today!” To achieve 10-15 per day, some form of organization and follow up will be necessary; some manufacturers and vendors don’t always process and send quote requests in a timely manner.] 20 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- • Always call every appointment on the calendar. A realistic goal is to call within the 30 minute. The Best Practice is to call within 5 minutes of the scheduled time. • Be available to the SC’s when they have an Urgent call in. 21 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- 22 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- 23 REMOTE TECHNICIANS: Remote Assessment Flowchart Sam West – Service & Repair Technician- 24 25 26 27 28