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PbP Support Workflow Overview

 

  1. App User experiences an issue with the PbP app.

  2. The App User goes to “Get Support” in the PbP app.

  3. App User chooses one of the following Support Categories from the in-app drop-down menu for Support:

    1. Login or enrollment

    2. Navigating the App

    3. Using or ordering my test kit

    4. My Telehealth Appointment

    5. My prescription

  4. App User types a description of their message and submits the support request.

  5. First View Financial (FVFN) receives all PbP support requests at program_support@fvfn.com.

  6. FVFN’s email will automate the forwarding of emails to the respective partners that will handle requests based on the above-mentioned Support Categories.

  7. The Partner routing of requests will be:

    1. Login or enrollment | FVFN | escalations@fvfn.com

    2. Navigating the App | SAFE | pbp@safehealth.zendesk.com

    3. Using or ordering my test kit | TruePill | operations_support@truepill.com

    4. My Telehealth Appointment | TruePill | operations_support@truepill.com

    5. My prescription | TCM-PBPPFE-TEAM@thera.com

  8. FVFN will track the receipt of the forwarded requests by having Partners BCC or CC them on responses from the Partners to the Member at support_responses@fvfn.com.

  9. Each Partner will be responsible for servicing the Member’s support request assuming that the request wasn’t mismanaged by FVFN’s automation with program_support@fvfn.com.

  10. Partner handles and solves Member’s support requests according to their own standard, rules, and regulations.

If the content of a forwarded support request is not something the partner can answer or assist with, then the email should be forwarded to escalations@fvfn.com with an explanation of why it cannot be answered by the associated partner or why the request isn’t associated with the drop-down category selected by the app user.

FV Escalations will re-direct the email to the appropriate partner, or if the issue cannot be addressed, they will confer with Pfizer to determine the best course of action.

 

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