CORE BIO STANDARD OPERATIONS PROCESS

Transcription

1 AFTERMATH SERVICES CORE BIO STANDARD OPERATIONS PROCESS AFTERMATH.COM

2 WHAT IS CORE BIO? 2 Job Type Property Type Suicide Homicide Single Family Home Accident / Bleed out Unattended Death Condo Townhome

3 PURPOSE 3 Every successful partnership means another family helped. After meeting with supervisors and gathering best practices we created a process that will enable us to help more families through increased conversion rates. The focus is on core bio as they make up the large majority of our jobs. The training program is a joint effort between supervisors and the home office team. The client sat team (CMs and CSRs) partners with and supports the supervisors to enable their success with customers. The process further promotes Aftermath s guiding principles: compassionate, customer-focused, and conscientious.

4 AFTERMATH GUIDING PRINCIPLES 4 Compassionate Listening to what the customer needs Needs of the customer come first Customer Focused Understanding what the customer needs and responding with the intent to help them solve a problem Conscientious Adhering to stated policy and not making any misleading statements (i.e. do not over-commit) Empowering the customer to make an educated and accurate decision

5 CORE BIO STANDARD OPERATIONS PROCESS FLOW 5 Part 1 Part Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough Customer name Address Phone Appointment time Other info: Type of loss Payment info Customer and/or family dynamics Special instructions Introduction Set expectations - Assessment - PPE - Review Fill out info sheet Fill out job aid Note any affected personal property Identify hazards to communicate to technicians and customer, if applicable Collect info sheet: Is it complete? Review Personal property: What does customer want to do with it? Provide idea of suggested scope Give Service Guide to customer Complete IAF Discuss with CM and supervisor Agree on: scope, price, and approach Check-in with customer, if appropriate Get paperwork in order Find a quiet place to present - Service level overview - Estimate - Personal property - Services Agreement Inform customer there is a final inspection Provide copy of ppw and business card in folder Be courteous to customers and team members Discuss on every job: Scope, Price, and Approach Understand your limits: if you are unsure of the answer, ASK

6 6 CORE BIO STANDARD OPERATIONS PROCESS PART 1

7 INFO EXCHANGE AND PRE-ARRIVAL CALL 7 CM / Supervisor info exchange Pre-arrival call Required information Name Phone number Address Appointment time Family/customer relationship Type of loss Additional info (if available) Payment information (insurance, self-pay, etc.) Special instructions CM will make the pre-arrival call CM will facilitate communication & information up until the supervisor arrives onsite If the crew runs into any difficulties (unable to make appointment time, truck breaks down, etc.), the CM must notify the customer immediately Be clear and consistent in your communication to avoid confusion Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

8 CREW ARRIVES ON-SITE 8 Introduction Explanation and set expectations Present info sheet Re-introduction Introduce yourself Explain what will happen during Guide the customer Reintroduce (and your team, if the through the Info yourself and your appropriate) If appropriate, explain why we Sheet team wear PPE and take photos Point out the Explain that you will review your findings sections as you explain Figure out what area(s) are affected if that is unknown Ask if there are any special instructions to follow Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

9 CUSTOMER INFORMATION SHEET 9 Provides basic information for our paperwork. Briefly walk through each section with the customer. 1 What is the service address? 2 Who is the authorized contract signer? Are we talking to the property owner or are we talking to someone who will be signing the paperwork on behalf of the property owner? 3 Are we talking to the property owner? If not, we MUST find the property owner and get his/her signature Authorized contract signer CANNOT sign for this; he/she can sign for everything else Property owner MUST sign here 4 5 Is there homeowners insurance? Majority of the times, homeowners insurance pays for our services Has the claim been set? If so, when was it set and what is the claim number? If not, offer to help setting the claim How did you hear about us? Can the customer remember the specific person or department who referred him/her?

10 WHO IS THE PROPERTY OWNER? 10 YES Property owner signs the Info Sheet Is there a living property owner? NO (Sole owner is deceased) Executor Living spouse An adult child Living parent Adult sibling Adult aunt or uncle Once you find someone in this chain, he needs to sign the POA section of the Info Sheet. If you exhaust this list, contact your CM immediately.

11 PERFORM SITE ASSESSMENT 11 MUST fill out the site job aid Take photos that will be helpful in painting a clear picture of the situation Look out for personal property and valuables; note these down to discuss with customer Look for potential hazards and complicating factors Look for missing items (bedding, couch cushions, etc.) or items that just seem out of place Check for bio behind closed doors like closets, master baths, or drawers, etc. Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

12 REVIEW ASSESSMENT 12 Collect materials Collect and check Info Sheet Review with customer Give customer Service Guide Collect Service Guide Financial Assistance program application (if you have a feeling this is a self-pay situation) Customer info section complete Property owner has signed Insurance info section Insurance info is PROVIDED Insurance info is MISSING There is NO INSURANCE Referral info completed, if applicable Goal is to talk through with the customer: specifics of what you saw what that can mean (i.e. odor throughout home) general suggestion on treatment Then prepare the customer for next steps (i.e. how long it takes to put estimate together) Start with page 2: the names & contact information for all Aftermath personnel assisting the family Quickly flip to page 6: this is where we are in the process Flip to page 10 to show our 100% customer satisfaction guarantee Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

13 CHECK CUSTOMER INFORMATION SHEET 13 Check for completion and accuracy. 1 Is the customer information correct? 2 Is there an Authorized Contract Signer? 3 Did you get the Property Owner s signature? Property owner MUST sign here 4 Is insurance info provided, missing, or there is no insurance? 5 Is referral information provided?

14 INSURANCE INFORMATION PROVIDED 14 State Farm John and Jane Doe ABC12345 HC Check for completion and accuracy. Jane Doe 12/12/16 Is the insurance company and insured name completed? Does the customer know the policy number? Is the check box authorizing us to assist in claim filing checked? Allows us to file the claim on behalf of customer Some carriers will not allow us to file the claim, your CM will provide guidance if this is the case Has the claim been set yet? If NO, offer to help setting the claim talk about the Aftermath Claims Care Program If YES, ask customer: When claim was set Claim number Adjuster information Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

15 INSURANCE INFORMATION PROVIDED 15 Difficult insurance carriers Carriers we frequently work with Erie Insurance Country Financial State Farm Allstate Liberty Mutual Franklin Mutual Universal Property Nationwide USAA Farmers Approved Language I see you have (insurance company); they typically do not pay for our services, so if you wish to process through your insurance, we can assist with the paperwork for the claim, but we would look to you to make up any difference in what they pay. Suggested Language We work with (insurance company) on a regular basis and have a good relationship with them. While every situation is unique, in most circumstances, (insurance company) does cover our services. With coverage, you will only be responsible for your deductible. Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

16 INSURANCE INFORMATION MISSING 16 Information left blank. Offer to look for insurance on customer s behalf if: Customer is remote Insurance information is located in the room where incident took place There is foul odor Offer TIPS to find insurance and policy number; suggest looking in these places: Look for a car insurance policy; people typically buy auto and home insurance together Is there an office/desk/study/file cabinet/kitchen where the insurance information might have been kept? Look for a magnet on the refrigerator with the insurance agent info Look in a checkbook to see who the premium was paid to Are there other relatives/friends who may know of the insurance Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

17 INSURANCE INFORMATION NO INSURANCE 17 Confirm there is NO INSURANCE. Use the Flexible Payment Options resource card to discuss financial alternatives On-site cash payment discount Flexible payment plans Financial assistance program, if eligible (requires written approval from Bryan/John) If there are extenuating circumstances that require further review, discuss with Bryan/John. Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

18 CHECK CUSTOMER INFORMATION SHEET 18 Check for completion and accuracy. 1 Is the customer information correct? 2 Is there an Authorized Contract Signer? 3 Did you get the Property Owner s signature? Property owner MUST sign here 4 Is insurance info provided, missing, or there is no insurance? 5 Is referral information provided?

19 REVIEW ASSESSMENT WITH CUSTOMER Discuss what you found during the site with the customer What did you see (i.e. structural damage and personal property)? Are there potential complication factors? What can that mean for the property (i.e. bio spreading, pervading odor, etc.)? What is your general suggestion (i.e. the entire home will have to be cleaned due to the odor)? Ask the customer questions so you have an idea as to what he wants and is comfortable with Discuss what they would like to do with the home (i.e. home will be sold)? What do they want to do with the personal property, if applicable? Educate the customer so that he understands: The extent of the situation, including potential complicating factors That you are taking his preferences into account when building the estimate Prepare the customer for next steps Let the customer know you will work with the CM to build the estimate based on his feedback The process should take minutes Give the customer the Service Guide and walk through pages 6-10 Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

20 GIVE CUSTOMER SERVICE GUIDE 20 Collect materials Collect and check Info Sheet Review with customer Give customer Service Guide Collect Service Guide Financial Assistance program application (if you have a feeling this is a self-pay situation) Customer info section complete Property owner has signed Insurance info section Insurance info is PROVIDED Insurance info is MISSING There is NO INSURANCE Referral info completed, if applicable Goal is to talk through with the customer: specifics of what you saw what that can mean (i.e. odor throughout home) general suggestion on treatment Then prepare the customer for next steps (i.e. how long it takes to put estimate together) Start with page 2: the names & contact information for all Aftermath personnel assisting the family Quickly flip to page 6: this is where we are in the process Flip to page 10 to show our 100% customer satisfaction guarantee Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

21 21 CORE BIO STANDARD OPERATIONS PROCESS PART 2

22 PREPARE ESTIMATE 22 Scan and send documents to CM Build Estimate Discuss Scope, Price, and Approach Prepare Paperwork Customer Information Sheet Photos Site Assessment Job Aid Use Job Information File (JIF) to build estimate based on your recommendation Assign scope Do you need to present another scope? What is the customer s preference? What about personal property? Send JIF to CM Discuss recommended scope with CM, including hours by phase What does the price mean to the customer? How will you present the estimate to the customer? What is the approach? Does it satisfy their needs? Service Menu Initial Estimate Personal Property Inventory Sheet General Service Agreement Any state-specific docs Highlight areas customer will sign Have additional resources ready Be aware of time, update customer as needed Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

23 PAPERWORK ORDER Service Menu Personal Property Inventory 2 4 Initial Estimate General Services Agreement

24 PAPERWORK WALKTHROUGH 24 Sit with Customer Service Menu Initial Estimate Paperwork Conclusion Work with main decision maker Setup conducive environment Recommend a place based on the situation Avoid noise, chaos, and multiple persons Reaffirm what the customer wants Present our recommendation Highlight the Ensuring Peace of Mind section If there are other scopes, present those as well Reaffirm insurance situation with customer Review recommended scope: hours, bio boxes & price Describe other scopes, if applicable Personal Property Inventory Sheet GSA Insurance Authorization 6 checkboxes Consumer Acknowledgement Cancellation notice Schedule for final inspection Updates on progress Copies of paperwork Folder with business card Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

25 SERVICE MENU Present our professional recommendation Explain what the scope means Bio boxes, 3-step wash process, odor removal BioSafe & BioHome, educate customer on: Value of ATP Testing Certificate of Treatment 100% Customer Satisfaction Guarantee If insurance is involved: Discuss the Aftermath Claims Care Program If coverage is confirmed, remind the customer he is only responsible for his deductible (structure only) Confirm handling of personal property If this is a secondary scope, remind the customer that they will be responsible for this If another scope is offered, detail that as well

26 INITIAL ESTIMATE 26 1 Reaffirm: Who, Where, and What Customer s name, property address, insurance status, and affected areas (primary, secondary, and personal property) 2 Remind: Our professional recommendation Reaffirm that this scope was built on the discussions you and the customer had when reviewing the Take time to answer questions; empower and educate the customer Inform the customer of man hours, actual hours, and number of bio boxes 3 Cost and Customer Initial If the customer is comfortable, he needs to initial below the corresponding scope If personal property is an option, that should be initialed as well 4 Sign, Print, and Date

27 PAYMENT STATUS 27 Challenging Carriers Insurance Known Insurance Unknown Erie Insurance Country Financial Franklin Mutual Universal Property Approved Language I see you have (insurance company); they typically do not pay for our services, so if you wish to process through your insurance, we can assist with the paperwork for the claim, but we would look to you to make up any difference in what they pay. Carriers we frequently work with State Farm Allstate Liberty Mutual Nationwide USAA Farmers Suggested Language We work with (insurance company) on a regular basis and have a good relationship with them. While every situation is unique, in most circumstances, (insurance company) does cover our services. With coverage, you will only be responsible for your deductible. Aftermath helps file the claim We will help set the claim and send all paperwork to the carrier to be processed. We will work directly with them to process through the details so it can be one thing off of your plate. Coverage Confirmed Since coverage has been confirmed by the insurance carrier, you are only responsible for payment of your deductible. Customer files claim Please let us know when you have set the claim so we can send the paperwork to your carrier. We can work directly with them to process through the details. Coverage Pending While every situation is unique, insurance does cover our services in most circumstances. With coverage, you will only be responsible for payment of your deductible. While we have not found insurance yet, we can still get started with the visible biological removal to prevent further damage to the property. No Insurance or Coverage Denied We have a variety of discount options, payment plans, and financial assistance programs if you are interested. On-site cash payment Flexible payment plans Financial assistance program, if eligible Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

28 PERSONAL PROPERTY INVENTORY 28 1 Customer signs or initials BEFORE work begins Start compiling this list during the site Continue to add to list per customer guidance If there are no items, mark N/A and have customer sign and initial Customer initials BEFORE and AFTER work is completed Explain why we recommend disposal of porous items Start compiling this list during. Go over the list with the customer so there is no confusion as to what items are going to be disposed of Customer initials BEFORE and AFTER work is completed Start compiling this list during the site and add to the list as you complete the job Continue to add to list if you discover more affected items during the job that require disposal Make sure to INFORM the customer of additional items

29 GENERAL SERVICE AGREEMENT 29 Reminders Highlight all areas that need to be initialed and signed Briefly go through the Agreement If the customer wants time to review, please give him time to do so If there are questions you are unsure of how to answer, let customer know that while you do not have the answer on hand, you will find out for him/her. Discuss with your CM and get Bryan/John involved, if necessary.

30 SERVICE AGREEMENT FAQ 30 Is a signature necessary if I m uncertain about insurance? By signing, you provide authorization to Aftermath to speak to and work with insurance on your behalf. As a safeguard, your signature provides us with the necessary authorization to promptly proceed with insurance if/when we find insurance. What do you mean Aftermath cannot guarantee that my insurance will pay for this service? Aftermath does not work for insurance carriers and therefore cannot speak on their behalf. However, in most circumstances insurance does cover our services. With coverage, you will only be responsible for payment of your deductible. Why do I have to waive my right to cancel? You may still cancel at anytime, however, the right to cancel affords you the right to return your home to its original state. Because we are remediating biohazards, we cannot do so. Therefore, if you want us to start immediately we would highly recommend that you do to limit further damage to your property you have to acknowledge that if you decide to cancel, we are be unable to return your home to the way we found it. What is binding arbitration? Arbitration a common business practice. It is the most customer-friendly method to settle disputes because it is faster and cost effective than settling through court. This is merely a protective measure for both you and us. We have a number of preventive steps before we would ever reach arbitration: we have a final inspection upon completion of work to ensure your approval; we also have a 100% customer satisfaction guarantee. If you are unsatisfied in any way, we are happy to come back and remedy the problem. I am disclaiming any reliance on things said verbally by Aftermath s representatives? What does this mean? This simply means that everything we have discussed verbally is represented in written form in this agreement, in the written estimate, and in the service guide I provided earlier. What do I put here? Do I really need to write down what happened? You not have to go into detail as to what happened. As long as you write that the services required include blood or biohazard cleanup, that should suffice. We just need you to convey the urgent nature of the service.

31 CONCLUSION 31 Final inspection Progress Update Conclusion Set expectations Schedule a time for the final inspection Ask customer how he would like to be updated on job progress Make sure the customer is informed if a change order is required or is something unexpected arises Make copies of all paperwork and neatly put into a folder Provide customer with your business card Folder and Business Card Services Agreement Initial Estimate Personal Property Inventory Service Menu & Service Guide Resource Cards

32 32 CORE BIO STANDARD OPERATIONS PROCESS SUPPLEMENTAL MATERIALS

33 WHO IS THE PROPERTY OWNER? 33 YES Property owner signs the Info Sheet Is there a living property owner? NO (Sole owner is deceased) Executor Living spouse An adult child Living parent Adult sibling Adult aunt or uncle Once you find someone in this chain, he needs to sign the POA section of the Info Sheet

34 PREPARE ESTIMATE 34 Scan and send documents to CM Build Estimate Discuss Scope, Price, and Approach Prepare Paperwork Customer Information Sheet Photos Site Assessment Job Aid Use Job Information File (JIF) to build estimate based on your recommendation Assign scope Do you need to present another scope? What is the customer s preference? What about personal property? Send JIF to CM Discuss recommended scope with CM, including hours by phase What does the price mean to the customer? How will you present the estimate to the customer? What is the approach? Does it satisfy their needs? Service Menu Initial Estimate Personal Property Inventory Sheet General Service Agreement Any state-specific docs Highlight areas customer will sign Have additional resources ready Be aware of time, update customer as needed Info exchange & Pre-arrival call Crew arrives on-site Perform site Review Prepare estimate Paperwork walkthrough

35 How to use When to use REMOTE ESTIMATES & E- SIGNATURES 35 Contract Signer is not onsite for initial estimate Property Owner is not onsite for initial estimate You are unable to print documents onsite Be proactive, have blank documents readily available to be completed by hand Contract Signer chooses not to be onsite for the final inspection Any other instance where a signatory cannot sign in-person Have addresses for all signers Complete the JIF as much as possible Initial Estimate Customer Info Sheet Initial Scope & Pricing: select only one scope for structure Personal Property Inventory Sheet Final Estimate Change Order Calculation Time Sheet Verify Final Estimate meets expectations all information and JIF to CM Once customer signs, you must sign electronically

36 TOP 3 CUSTOMER QUESTIONS Why does the process take so long? We take safety seriously. We assess the situation and account for potential complicating factors to ensure that we leave nothing behind. We have a unique, multi-stage cleaning process to clean, disinfect and deodorize your home to a safe, livable condition. We use chemicals specially designed for remediation, and we take additional steps to ensure that all chemical compounds are removed from the area by using ATP testing. Why does our services cost so much? See above. We assess, clean, disinfect, and deodorize your home thoroughly to ensure that it is returned to a safe, livable condition. We follow all federal, state, and local law, regulations and best practice guidelines to ensure your safety and the safety of our employees. We are fully insured and certified, partnering where necessary with licensed medical waste facilities and other certified and insured partners, which mitigates your risk. 3 How do I pay for this? Refer to our payment policy Insurance, if there is coverage If self-pay, we have a variety of discount options, payment plans, and financial assistance programs (if eligible) We also assist with 3 rd party sources of funding, such as Victims assistance

37 PAYMENT POLICY 37 If you have coverage for this loss: We will work with your carrier directly to resolve payment. You will only be responsible for your deductible. If you don t have coverage for this loss: We have payment options available and can also assist with third-party sources of funding: Victims compensation assistance Discount programs Payment plans Financial assistance, if eligible We can estimate your out-of-pocket expenses after reviewing the site and making an of the work needed We will always work with the customer on payment options

38 PAYMENT CONCERNS FAQ 38 Who pays for the service? What if I don t have insurance? If you have coverage for this loss: We will work with your carrier directly to resolve payment. You will only be responsible for your deductible. If you don t have coverage for this loss: We have payment options available and can also assist with third-party sources of funding: Victims compensation assistance Discount programs Payment plans Financial assistance, if eligible We can estimate your out-of-pocket expenses after reviewing the site and making an of the work needed WE WILL ALWAYS WORK WITH YOU ON PAYMENT OPTIONS Service Guide, Page 14 Will my insurance cover this? Every loss is unique and while we cannot make any guarantees regarding your coverage, in most circumstances, homeowners insurance does cover our services. THIS IS THE AUTHORIZED STATEMENT, If Customer Asks for Assurances on Payment Policy: The policy is openly published in the Service Guide and on our website, please use it to help explain. Remember that we will always work with the customer on payment options. If Customer insists on getting payment policy in writing, outside of the Service Guide and Service Agreement: You must get written permission Bryan/John first (i.e. acknowledgment) You may only copy and paste this approved policy statement is the preferred method of communication

39 COMMON QUESTIONS AND TIPS 39 Claim Notifying the carrier that a loss has occurred does NOT mean there is (1) an active policy, or (2) coverage for our work VS. Coverage Carrier has reviewed the insurance policy and decided it will pay the fair and reasonable value of the service Do s Don ts DO let the customer know we can assist them in setting the claim if they need help DO help them understand our Payment Policy DO NOT promise the customer that insurance will cover it. DO NOT discuss possible job coverage (i.e. You have a mortgage? Then I m sure you have an insurance policy in place that will cover our services. ) DO NOT stop the customer from calling their insurance adjuster if they want to. It s up to the customer; we can help if they want our assistance. DO NOT review an insurance policy if the customer hands you one we are not insurance specialists and cannot offer coverage advice.