PFS2 Escalation Path

-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:

Escalation Severity:	Responsible:	Consulted:	Accountable:
Low	PFS2 Senior Rep PFS2 Team Coach PFS2 Team Lead	PFS2 Team Lead PFS2 Manager	PFS 2 Manager
Medium	PFS2 Team Coach PFS2 Team Lead	PFS2 Team Lead PFS2 Manager	PFS 2 Manager
High	PFS2 Team Lead PFS2 Manager	PFS2 Manager CR Director	PFS 2 Manager

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.

For a call related escalation, the initial response will be within the time frames above, but extra time will be required for the proper call
analysis provided by our PFS QA Analyst

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.