Trumba - Triage Agent Users Guide - Microsoft
Scheduled Callback List Users’ GuideAt their initial calls, triage agents use the Trumba program to make scheduled callbacks for intake agents according to specific guidelines to differentiate between “basic,” “complex,” and “emergency” questions, including those in Spanish.SIGN INTO TRUMBA> GET LIST OF CALLBACKS> CLICK ON ATTENDEES ICON FOR APPROPRIATE CALENDAR EVENT> REFRESH BUTTON > EMPTY CHECK BOX BY CLAIMANT’S NAME > TRIANGLE> REVIEW CALLBACK INFO > CALL CLAIMANT > ADDRESS CLAIMANT QUESTIONS > LEAVE A MESSAGE (IF NEEDED) > POST A NOTECreate shortcut called ‘My Events’ in Internet Explorer to following URL:Right click on empty space on your desktop.Hover over New and Click Shortcut.Enter the following URL and click NextSign in to TrumbaDouble click the My Events shortcut to launch Internet Explorer.Press the Net ID link to sign in.The list presented on the screen below is the dashboard view of available events. Each event consist of 2 hour block of time where appointments are made. There are events for 5 calendars.Basic : 7-9am, 9-11am, 11-1pm, 1-3pm, 3-5pmComplex : 7-9am, 9-11am, 11-1pm, 1-3pm, 3-5pmSpanish Basic : 7-9am, 9-11am, 11-1pm, 1-3pm, 3-5pmSpanish Complex : 7-9am, 9-11am, 11-1pm, 1-3pm, 3-5pmEmergency : All day eventGet the list of callbacks. Locate the appropriate calendar (Basic, Complex, Spanish Basic, Spanish Complex or Emergency) AND event (timeslot) that you are assigned to. Click the Attendees icon next to the event you will use.Locate claimant to callClick the refresh button to get the latest list of callbacks. ALWAYS click refresh before selecting next claimant to call. Locate a claimant who DOES NOT have a green checkbox next to their name. A green checkbox represents claimant was called. Immediately click the empty checkbox to switch it green.Click the triangle to get additional information and contact number for the claimant. Take note of whether claimant provided permission to leave a voicemail in case they cannot be reached.You can now make your call in CallTech on behalf of the Questions workgroup.Note: If you receive the following message, when clicking on a checkbox, it means another agent has at the same time checked the same box. Click Okay and refresh your list to select another claimant. If claimants are not available, leave a voicemail; since claimants chose the time of the callback, only one attempt per callback should be made to reach them.Make your next call – Repeat step 5.Special Note:If you sign into Trumba’s intake view (MyEvents) and attempt to schedule an appointment for a claimant, read the following note.When you sign in using the Net Id link every morning, it creates a persistent session with your name across the browser you are working in (Chrome/Internet Explorer). If you click signup in any of the calendars, you will notice that your email address is automatically populate in the field where the customer’s email address would normally be and cannot be edited (screenshot 1). So when you put the customer’s name in the claimant name field and submit the appointment, it creates a mismatch of claimants name to your email causing discrepancy in the reports.To avoid this issue. Click the hamburger icon in the upper right-hand corner of the calendar and choose Sign out (screenshot 2). This will remove your name and email address in the calendar form, so you can continue to create the appointment. ................
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