PFS2 Escalation Path

The purpose of this SOP is to define an appropriate response time for PFS2 escalations, and the staff members accountable to follow up on these.

-All escalations must be emailed to pfsescalations@hpiinc.com including the practice name or ID and patient information as example of the situation reported.
-The time frames will vary according to the severity of the escalation.
-The PFS2 staff member accountable to follow up the escalation may vary depending on the severity as well.
-The following chart explains the response time based on the severity and the staff members involved in the process:

Escalation Severity Response Time Scenarios:

• Low: 48-72 Business Hours 
  -Task/ticket pending completion
  -Opened payment batches pending to be closed
  -Pending patient call back
  
  
• Medium: 24 Business Hours 
  -Unposted patient payment
  -Onboarding account follow up
  -Customer service-related complaints
• High: 5 Hours 
  -Any Gold client escalation
  -Misleading/erroneous information provided by PFS2 rep
  -HIPAA violation, e.g., delinquent list sent to unauthorized contact 

Escalation Responsibility:

Responsible: Assigned to complete/follow up on the task or deliverable.

Consulted: Adviser, stakeholder, or SME who is consulted before a decision or action.

Accountable: Has final decision-making and accountability for completion.