Help
and How-to
Help
and How-to
Service Calls
How do I set my profile so I can get Calls on particular days for particular areas?
I am going on vacation. How do I stop you from sending calls to me while I am gone?
Claims and Payments
What does it mean when the claim status is PAID, but I have not received payment?
What is the difference between the Requested Amount, Calculated Amount, and Paid Amount?
Will I be notified when action is taken on an authorization request?
Where can I input my Federal Tax ID or Social Security Number?
Maintenance
Miscellaneous
My Coverage
Service Calls
On the Main tab, look to the left-hand side. Calls are listed on the Service Calls Dashboard (with the grid at the top) or Quick Links (listed down the side).
--Or--
On the Service Calls tab, click each "sub-link" for the separated call queues, from New to Completed to Add(ed) Calls (that you've added).
--Or--
If you are particularly looking for Yellow Pages calls, go to the Yellow Page Calls link in Quick Links. These are listed and counted separately from all other calls.
Be sure to Accept or Reject calls -- and their Terms & Conditions -- (according to the source or sender requirement) to see all the call details.
On the Main Page, click on Yellow Page Calls. Yellow Page calls sent directly for SERVICEPower jobs are listed separately, for now. Check the Yellow Pages section frequently. Remember—only calls sent by SERVICEDispatch source or calls you've added will be listed here.
Choose the closest reason from the set of choices, and give a detailed reason in the Reason text field. See Reject Reason. See also Rejecting a Call.
Maintenance
I only have a default Technician, do I have to add every technician in my office?
No. One "Tech" is required for you to receive jobs; adding all of your other Techs is optional. Having all of your Techs in the system helps you manage your schedules. See Techs.
Probably on the Yellow Page Calls list. See Yellow Page Calls.
Follow these steps:
Open call details by clicking on the hyperlinked call number.
Scroll down to the Completion section and input the date (mm/dd/yyyy format, slashes included).
Click Complete.
Claims and Payments
What does it mean when the claim status is PAID, but I have not received payment?
Some service networks make
claim payments through SERVICEPower. Some
make payments directly to servicers.
"PAID"
might mean the service network has only approved the claim. It
may indicate payment has been issued.
If you look under the Payments tab,
and there is no information, you must contact the service network directly
for payment information.
if payments are made through SERVICEPower, as soon as funds are received
from the service networks, we mail checks or issue EFTs. Depending
on the service network, this process can take from 5 to 34 days.
This may happen for various reasons. (1) Your claim may have been previously paid in error. (2) You may not have returned a broken, dud, or core part in time. (3) An audit review may have found an error on a paid claim, etc.
The pre-authorization process is based on your repair description. If the final repair was not as pre-authorized, you receive reimbursement for the actual repair. For example, the replacement of an optic block and lamp are approved for $300 labor, but the lamp replacement (only a 30 minute repair) fixed the unit. The $300 is reduced to the fair amount for a lamp replacement.
service networks set specific
dates each month, known as the Pay Cycle
End Dates, to process claims ready for payment.
This is the date SERVICEPower creates
checks or prepares EFTs if available,
and sends a payment register to the service network to fund the
bank account.
The date the checks are printed is shown as the Check/EFT
Date.
When SERVICEPower receives the funds, checks are mailed, EFTs are transmitted,
and the Check/EFT Date is updated
to reflect the date of posting. Depending
on the service network, this can take from 5 to 45 days.
What is the difference between the Requested Amount, Calculated Amount, and Paid Amount?
The Requested
Amount is what you requested on the claim form.
The Calculated Amount is calculated
based on service network rates or negotiated rates.
The Paid Amount is the final
amount to be paid based on service network policy.
Follow the instructions under Request Call Authorization.
Parts will be shipped to the Servicer or to the customer according to the indicator you set when ordering the parts. See Order Parts.
If the service network does not use the SERVICEPower Parts Order module, you must contact them directly to get clarification on their parts delivery processes.
Miscellaneous
You are probably using Firefox, or some browser other than Internet Explorer.
Will I be notified when action is taken on an authorization request?
Yes—by the default notification method. The default notification method is set under Maintenance and Dispatch Offices.
If you do not have access to the internet, contact your system administrator or check with your internet service provider.
Your SERVICEDispatch access level is based on your login ID. If you are not set up to have access to a function, contact your system administrator or SERVICEPower via Live Chat.
Where can I add my Federal Tax ID or Social Security Number?
Go to Maintenance
> Profile
Header. If
one of your networks offers EFTs, through our payment module, you will
see a Service Account Information button at the bottom of the screen.
Add your
information there.
If something changes, contact your service network for a new account.
Complete and submit a new W-9, and contact SERVICEPower via Live
Chat for a new profile.
Contact SERVICEPower Customer Service via Live Chat.
I am going on vacation, how do I stop you from sending work to me while I am gone?
Go to the Maintenance-Holidays tab and click Add Holiday. Input the description, day, and date; make sure the Include box is checked; and click Save.
You can add Brands under the My Coverage>Brand Coverage tab.
Select the industry (industry must have been set-up first) from the drop-down list and click Add Brand.
Select the
Brand Description form the drop-down
list, click the Warranty Authorized
box if applicable, add your OEM Acct
Code if desired, and click Save.
--IF you want to Add
more brands now--
Click Add for additional lines.
--OTHERWISE--
Click Save then Close.
Zip codes can be added two ways:
Under the Maintenance-Area Coverage tab, open or create an Area (click on its hyperlinked Area Key name or the Create Area link).
Search for a particular zip code or range of zip codes via the available fields and click Search.
Select (check the check boxes to the left-side of each) the intended Zip Codes, and click Update. (If this is a New Area, be sure to link it to a Group with the "Area Group Mapping" button.)
Follow these steps:
Go to My Coverage > Zip Coverage and click Manage Zip Profile by Network.
From the Select a network drop-down, choose a network or service network.
From the Select a state drop-down, choose a state.
Click Search & Add Zips, fill-in the search criteria, and click Search.
CAUTION: In the next step, DO NOT select additional Networks to copy the zip code set-up into or you will not be segregating your coverage as desired!
Select (check the check boxes on the left) the Zip Codes desired, select the Area the zip codes should belong to, then click Add Zips.
Be sure you are a Type 1
Servicer offering specific calendar appointments.
Then, create and link new Areas, Service Technicians, and Groups with
only the service information you want to provide.
Be sure you are going to
www.servicepower.com and have selected Country & Language from the
initial log-on screen.
Next, be sure the CAPS lock is off and that your ID or password have
not changed.
My Coverage
This is controlled by each call source or sender. Please contact them directly for assistance.
Demand for service requests may have decreased all-around, your business information may need adjusting, or the call source or sender may have changed their selection preferences.
Ensure your profile or business information is
Updated for best Servicer Type. (Type 1 directly offers the consumer appointments by date & time band; Type 2 only shows ability to receive requests.)
Showing the correct Tech capacity (number of requests Type 1 servicers will accept) and Time Bands or availability.
Accurate for Area and Zip Code Coverage (including exceptions), Industry or Brand or Product Coverage, and Group skills.
Also be sure to check your selection status with the call source or sender and ask if they have increased the number of servicers near you.
My email or fax does not have all the information I need, how do I get the information? Why do I have to "Accept" first?
Call sources or senders determine how much information is released in the initial service request. The Terms & Conditions may be different for each call, therefore you must acknowledge that you have read and understood them by accepting each one. Accepting or Rejecting or updating the call status is also critical for informing everyone involved in the service cycle as to the progress of the service call from request to completion.