Service Request Management Guide
- Meagan Prost
Provider Knowledge Base for Providerfiles Home / Service Request Management Guide
The Services section provides visibility into managing pending, open, and closed authorizations for organizational service requests, spanning from critical incident support to delivering engaging workshops and training sessions.
In this guide, we’ll cover:
Important: Use the ‘Save' button to preserve your progress throughout your work on an organization’s service case.
How to view pending service referrals
This section acts as a dynamic queue, presenting company service requests referred to you by the EAP. Take prompt action to guarantee optimal client satisfaction and foster seamless collaboration.
Navigate to the Services section
Click View under ‘Services Opportunities Pending’
Review the service authorization and any notes submitted
Click the Accept button to take the referral or select the Reject button to decline the referral
When you accept the referral, the case will move to the Open Servies section
When a referral is rejected, the service referral will return to the EAP for reassignment and will disappear from your list of pending referrals
How to manage open service requests
The 'Open Services' section compiles a detailed roster of service files currently assigned to you as the provider by the EAP, all falling within the designated authorization period.
Navigate to the Open Services area under the Services section
Click the Edit link to open up a specific case file
Next, the service case file unveils comprehensive information, encompassing service request details, contact information, activities section, and closing date
Let's explore the tabs in the service file that may require your attention for completion before submitting an invoice.
Note: If you come across grayed-out fields, your EAP has restricted editing for this field. Contact them directly to communicate any changes.
Details
This tab contains service details acquired by the EAP. Use this space to view and update any service event information.
Ensure the security of your changes by clicking the Save button in the screen's upper right-hand corner
Contacts
This tab enables you to input each service contact associated with this event.
Steps to Add a Service Contact
Click on the New button
Fill in the necessary and open fields related to the service contact
Click OK to save the contact
Follow these steps for each contact associated with this service event
Steps to Modify a Service Contact
Let's walk through updating someone's contact information using the steps below:
Navigate to the Contacts tab within the open service file
Select the pencil icon to the left of the contact to access and open the record
Update the information and click OK to save changes and close the record
Documents / Attachments
If any documents related to this service must be stored electronically, utilize this section to upload one or multiple attachments.
Steps to Add a Document
Click on the New button
Attach the document using the ‘Browse’ feature, name the file, and click OK to add the document
Click OK to save the document
Note: After uploading a document, it synchronizes with the EAP's system.
Steps to Delete a Document
Click the empty box next to the 'Document Name' you want to delete. Once selected, a checkmark will appear to indicate that it has been chosen
Next, locate the 'X' button in the upper right-hand corner of the tab.
Press the 'X' button to remove the document.
Activities
This section is designated for documenting non-clinical activities related to the service, such as administrative tasks, travel reimbursement, and more.
Note: Activities listed under 'Authorized Activities Per Type' are additional items pre-approved by the EAP for invoicing and will be detailed in this section.
Steps to Add an Activity
Click New to add a new service activity
Fill in the necessary and open fields related to the service activity
Click OK to save and close the activity
Steps to Edit an Activity
Let's guide you through the process of updating a service activity with the following steps:
Navigate to the Activities tab within the open service file
Select the pencil icon to the left of the activity type to access and open the record
Update the information and click OK to save changes and close the record
EAP Details
The EAP Details tab serves as a reference, providing primary contact information and billing contact details for the EAP.
Closing Data
The ‘Closing Data’ tab is crafted to capture vital service closing details, including outcomes and notes that the EAP wishes to be apprised of.
Important: Closing the service will trigger submission to your EAP, initiating the invoicing process, and no additional edits can be made to the case.
Click the Close Service button at the bottom left of the screen; the file will move from ‘Open Services’ to ‘Closed Services’ within the Services section
How to view retrieved services
An EAP may retrieve a service authorization sent to you for various reasons. One common scenario is a need for modification or correction. The EAP might need to update details such as session limits, dates, or other information related to the service authorization.
Navigate to the Services section and scroll down to Retrieved Services
Click a line item to access and view a retrieved service case
Following this, the service case will open in a read-only format, enabling effortless viewing
How to view closed services
The section labeled ‘Closed Services’ presents an exhaustive roster of cases successfully concluded.
Navigate to the Services section and scroll down to Closed Services
Tip: Improve your workflow by selecting a column heading to arrange the list of cases according to the service date, service type, employee organization, address, or EAP company.
Click a line item to access and view a service case
Next, the service case will open in a read-only format, allowing for seamless viewing
Troubleshooting Information
These troubleshooting tips are here to lend a helping hand, making it easier to tackle common challenges:
Document Submission Issues: If you experience challenges submitting documents related to organizational service authorizations, ensure the file formats are supported and file sizes adhere to specified limits. Check for error messages and review the document submission guidelines in this Knowledge Base.
Authorization Expiry Checks: Periodically review the authorization expiration dates to avoid service interruptions. If you notice an authorization nearing expiration, contact the EAP promptly to ensure continuity of organizational services.
Contacting Support for Clarifications: If you have questions or encounter persistent issues with managing authorizations, contact the EAP team for clarification. Provide relevant details like authorization number to facilitate a quicker resolution.
