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      Rescheduled and Return Visits

      Important information regarding rescheduled and return visits

      Table of Contents:

      Rescheduled Visit

       

      1. Think of a reschedule as something a client can do from their email.
      2. These types of appointments are being changed BEFORE our crew has gone onsite.
        •  These visits can be adjusted by using the "reschedule" button.
      3.  You do not need to enter the Original HS Visit ID for these appointments.

      Return Failed Visit

       

      1. These types of appointments are being added AFTER our crew has been onsite.
        • This is a return visit for a previous appointment that the crew cannot complete.

          • Reasons for return visit may include:

            • Weather-related, work was not up to our standards, the crew was unprepared, the client was not home, etc.

          • Return Visit Charges are the only possible charges that will be added for this visit.
            • Please add notes if a return trip charge is needed
      2. These failed visits can be found in Hubspot Contacts > Custom Objects > Visits > Visit Failed

        • They will also be made into tickets in the service pipeline.

        • This pipeline should be cleared by the end of the workday every day.  (It is a part of CSR Bonuses)
      3. These visits CANNOT be adjusted by using the "reschedule" button.

      SCHEDULE A NEW APPOINTMENT IN ACUITY

      1. In the scheduling form, you will find the Visit Record ID and enter it in the area titled: Original HS Visit ID

        • By entering the Visit Record ID in Acuity this will automatically move the Visit in the Visit Pipeline to Visit Scheduled.

        • Please do not manually move the Visits in the Visit Pipeline.
      2. Please select "Return Visit" as the "Job Sold By"
      3. We do not use OfficeX24 for these visits.

      Return Charge Visit

       

      1. The client needs additional work and a new charge will need to show on the account (excluding the Return Visit Charge)
      2. The crew has been onsite and there was a reason the appointment could not be completed.

      SCHEDULE A NEW APPOINTMENT IN ACUITY


      1. This may show as a failed visit if the crew did not complete the appointment, marked the visit as failed, and added notes.
        • This should not happen. 
        • Crews should complete the appointments and then write notes.
          • Tech is working on the process for how we will get these notes.
        • If you see a failed visit with notes.
          • please complete the action item.
          • Manually move the Visit in the Visit Pipeline to Completed.
          • Please notify Josh Mark to let him know the crew is not following the proper system for getting notes to the office.

      Must Have An Office Code For ANY Return Visit

       

      1. Officex24 - is going to be for acuity visits that need to be paid for by ACA,
      2. Returnx24 - is going to be for failed acuity visits that are return visits and payment may be on a previous account.