1. Description of Member Services

Common Duties for Member Service Reps and Account Managers

Note A:  Member Service Rep vs. Account Managers

• Much overlap, in terms of lead workup & member interaction
• Account Managers focuses on client priorities, interacts with clients, and is attuned to the clients use of their web site and lead processing activities.
• MSR focuses on miscellaneous aspects of the web site, attuned to client priorities (in terms of lead workup), but not always interacting with them.
• MSRs plays a key role in getting members to use the site better and find information they are seeking.

Chat Room 

We will have few if any “chat room moderators?. Moderation is passive. These will be proactively doing the types of things listed below. Kicking out or banning offensive chat room intruders will be done only if MS is called into a situation or a situation arises while in the chat room.

The Chat Room

The regular chat room is located at: http://www.obesityhelp.com/morbidobesity/chatroom.phtml

Once disclaimer box is checked, a new screen will appear, containing their profile if they are logged in, they can choose to change their profile or user name for the chat. Simply by back spacing it out and typing in what they choose.

• Menu
  • Room (allows to close the room)
  • Options
    • Font changes
    • Accept private chats
    • Entrance Alerts
    • Audio Alerts
    • Show count
    • Web touring (if this is enabled & a url is placed in chat it will pop up in a window)
  • People
    • Ignore
    • Ring
    • Count
  • Themes
    • Different Themes, also large & high contrast available
  • Links
    • Browser upgrades or get java
  • Help
    • Volano Help contents

To access it as a monitor/moderator:

**Please be aware, all chats including private chats are logged.**

2. Training New Member Service Representatives

 

Guidelines for contacting members:

See Member Service Call manual

 

3. HELPFUL LINKS SECTION for members and MS use:

Memorial pages:
http://www.obesityhelp.com/morbidobesity/members/wlsmemorial.php

To Visit our Store:
http://obesityhelpstore.com/

Chat Room Link:
http://www.obesityhelp.com/morbidobesity/members/chatroom.php
 
Clothing Exchange
http://obesityhelp.com/morbidobesity/members/clothingexchange/

To visit our message board for peer support and information:
http://www.obesityhelp.com/forums/amos/

To visit our Q & A Board:
http://www.obesityhelp.com/morbidobesity/recent.phtml

To Find a surgeon in your area:
http://www.obesityhelp.com/morbidobesity/dochelp.phtml

To learn more about insurers in your state:
http://www.obesityhelp.com/morbidobesity/insurers.phtml

To find support groups and seminars near you:
Support groups: http://www.obesityhelp.com/ohsupportgroups/finder.html
Seminars/Events: http://www.obesityhelp.com/morbidobesity/events.phtml

Visit our Library for more information:
http://www.obesityhelp.com/morbidobesity/lookup.phtml

BMI Calculator:
http://www.obesityhelp.com/content/aboutobese.html#bmi
http://www.obesityhelp.com/morbidobesity/bmi-start.phtml

Mapping out your plan of attack:
http://www.obesityhelp.com/content/choice.html

Learn more about the different types of surgery:
http://www.obesityhelp.com/content/wlsurgery.html#types

Getting Authorization:
http://www.obesityhelp.com/content/choice.html#calling

Insurance terms:
http://obesityhelp.com/content/insuranceterms.html

Legal Help:
www.obesitylawyers.com

Check out our member's photos:
http://www.obesityhelp.com/morbidobesity/members/photos-menu.php

4.   New Member Profiles   Approval

Enter the Client Admin Link here: http://admin.obesityhelp.com/main.phtml

Click on: Member Services and then “check new members?

It will take you here:  http://admin.obesityhelp.com/1-namecleanup.phtml

Go down the list reading to make sure the names are not offensive or “joke? names.

Check the comments. Sometimes joke or offensive comments are posted.

Go down the list again looking for duplicates. If you find a duplicate, delete one of them.

Go down the list looking for anything that is potentially a spammer or advertiser.

If the list is acceptable after checking through all the names, click the “Approve all? link at the top of the page.

This is also a good chance to look for members who have questions about the site or surgery questions to target in the MS area. Check comments area, and any questions then mail member and place contact in the MS area that you emailed them.  This needs to be logged in the MS area.

NOTE:  If member is asking specific question, we need to try to address these questions.

5.    Guidelines for Message Board Moderating

Approving new member postings and guidelines for our Terms of Service (TOS)

From Admin: http://admin.obesityhelp.com/mboard/new-posts.php

Click on arrow down to “Main? and then click on “go?, you will do these for each boards
The the "main" and "surgery type" drop downs must be moderated in a different area.
Click here to go to the unapproved posts area.

Messages needing moderation (posted in the last 90 days)

The messages to approve will then pop up for approval. You would then click on the post title and it will take you to the post to review.  You want to make sure to read the post before approving as there maybe things against out Terms of Service (TOS) posted.  You then click on the “mod? button, on the following page, click the drop down to approve.

The message will then be posted to the message board,

If you click “withheld? the message will not post to the message board.  In these cases you need to make sure an email is being sent out to the member on why the post was not approved. 

Terms of Service
http://obesityhelp.com/content/terms-of-service.html

6.  Products Database  Admin / Approve

Enter the Client Admin Link here: http://admin.obesityhelp.com/newAdmin/products_admin.php

Click on “Browse Unapproved? then sort by the date twice to see the most current ones to approve.

Go to each listing’s comments and make sure they are not offensive.

Click on Update and make sure they have the correct punctuation and information.

Go to the “Browse Approved? section and check for a duplicate. If no duplicate, you can go back to Unapproved and “approve? this listing.

If there is a duplicate, you need to mark it as "dup"

NOTE:  If you find that it is already in the database, email the two reviews over to [email protected] .

7. Hospital Database   - Admin / Approve

Enter the Client Admin Link here: http://admin.obesityhelp.com/main.phtml

Click on:   Hospital Admin

Click on “Browse Unapproved? then sort by the date twice to see the most current ones to approve.

Go to each listing’s comments and make sure they are not offensive.

Click on Update and make sure they have the correct punctuation and information.

Go to the “Browse Approved? section and check for a duplicate. If no duplicate, you can go back to Unapproved and “approve? this listing.

If there is a duplicate, you need to mark it as "dup"

8.   Professionals Database  

Admin / Approval

Enter the Client Admin Link here: http://admin.obesityhelp.com/main.phtml

Click on  Professionals Admin

Click on “Browse Unapproved? then sort by the date twice to see the most current ones to approve.

Go to each listing’s comments and make sure they are not offensive.

Click on Update and make sure they have the correct punctuation and information.

Go to the “Browse Approved? section and check for a duplicate by entering the name. If no duplicate, you can go back to Unapproved and “approve? this listing.

9.    Reporting technical issues on the site

1. URGENT PROBLEMS - Urgent problems are those where action needs to be taken in 30-60 minutes. They are things like the failure of a system and similar problems. Problems, even minor ones, that have started to develop an active commentary on the boards which has taken a negative turn may be urgent, but may not be problems that can be solved in 30-60 minutes. For example, when messages are appearing and disappearing on the message boards, often a server has gone down or the replication processes have failed. These are URGENT problems and need attention right now. They will also usually be generating lots of frustration on the part of members and clients, so we need to get in there and fix it now.

If an error is occurring that is urgent report this to IT, AIM Tom first.  If Tom doesn't reply then try Loi next or Shannon.  

When you have an urgent problem and cannot reach anyone in IT via AIM, call the PBX at 1-866-957-4636 and dial extension 333. That number will call one or more people from IT who are responsible for taking urgent calls. IT will decide who and set their phone numbers up. If you don't get through to a person, leave a voice message with the problem information. It will be forwarded to Loi directly for action. If you haven't gotten a reply within an hour, try calling JR, Loi. If you see anyone from IT on AIM, try to contact them.

2. URGENT PROBLEMS WITHOUT AN IMMEDIATE SOLUTION - Sometimes a major failure occurs, but it can't be fixed in 30-60 minutes. When that happens, either or both of Member and Client Services need to be notified so that they can take proactive action to manage expectations. We may need to post to the message boards or call clients or vendors to prevent the situation getting out of hand..

3. NON-URGENT PROBLEMS CALLED IN AS URGENT - If the IT person decides that it's not really urgent, then they'll ask you to report it via normal reporting channels (see step 4 below).

4. NON-URGENT PROBLEMS - When you have a problem to report that doesn't need immediate action, then it should be reported to Support who will see that it is properly documented and tracked for IT. Write to Support by email at [email protected]. Include as much detail as you can to help IT identify the problem. Remember, if they can't reproduce it, it's unlikely they'll be able to fix it. Be as precise as you can about what happened. If it's a member report, try to reproduce the problem. If you can, do a screen shot of your screen showing the problem. Indicate the URL (web address) where the problem happened. Support will ask for additional information if she's not clear. Probably the simplest way to prove that it really happened is a screen show. Especially if it shows an error message, the screen shot will capture it exactly.

10.  Instructions on Handling the Memorial Contributions  

First we have to have verbal or written confirmation of the passing of the individual. This means a copy of the obituary or a personal conversation with a direct family member via phone/e-mail.

We send out a letter of condolences to the family and friends of this member offering to help them with anything we possibly can etc. We offer if they have not requested to add their family member to our memorial pages and ask if they would like to include any additional information on the page to be added.

Once this has been done, To add a member to the memorial page (only after you have received some verification to their death) log in to Admin and go to Member Services menu on the left hand side of the screen in blue. When the blue flash menu comes up, look for complications and click on that.

This will bring you here http://admin.obesityhelp.com/admin-complications.phtml. This is the complications list and has names of all the members who are currently on the memorial page or who have suffered from a life threatening complication.

At the top of this screen is two search boxes. First box is to search by last name and second box is to search by first name. Type in one or the other of the member you wish to add, then click the find button.

Results will be returned with all members with that matching name. Go through the list and find the appropriate member. To the right, you will see a drop box. The choices in this box are complication, severe complication and death. Choose the appropriate one and then click the update button.

Once this has been done, the members name will show up on the main listing of Complications here http://admin.obesityhelp.com/admin-complications.phtml. You can then go to their profile page and add the Admin Comment about their death.

**The staff here at ObesityHelp.com would like to extend our heartfelt condolences to (member's name)'s friends and family.**
(member's name) passed date.

11.  Instructions on Handling NewDoc emails   

Make sure you check the surgeons listed on the site

Go here  Check the last name and state for the surgeons name that has been submitted.

Only enter a new surgeon if you have verified this first and if we have a phone, name, city and state.  If that is not given by the member submitting this the you need to email the member who submitted it.

Here's a sample of the email to send out for additional information:

 

12.    Commonly asked Member Services questions or problems

How to handle certain situations?

• Surgeon emails in needing help with something on profile being updated
  • Email surgeon/staff back that it’s being forwarded to the correct department, someone will then contact them
  • Email the Sales/Client Rep for that area (refer to list of territories), forward the original email to them
  • We need to be noting in the CAS that an email was sent over to the client team.  You can look up a surgeon by going into the admin and searching under surgeon’s last name. Then enter the date and your name into the admin comments area, be sure to paste the email into the correspondence area
• Member is continual problem on the site.
  Message boards:
   
  1st offense:  Warning via email explaining what was done wrong and also include the TOS
  2nd offense: Warning again by email, put on moderation (depending upon offense) with no posts being approved for a few days days, at this point that another offense of this nature may result in permanent banning from the site.
  3rd Offense: If 3rd offense happens within the next 60 days from 2nd offense, member could then be placed on ban permanently with no posts being approved again.  We do not remove the profile complete to be able to keep the content of their posting history for our records.
   
  If member doesn't break the TOS in those 60 days, they will go back to Offense # 2. Each situation is totally different.  
   
  If member is to make new names in an attempt to get on the site, members profile will be completely removed from our site.
   
  Chat Rooms:
   
  1st Offense:  Warning in chat room via PM or in room directly of chat violation
                              Warned again, member then "kicked" from room
  If member returns and continues:      Member banned for 24 hours
   
  2nd offense:  Follow all the above, but need to extend the banned time to 7 days (if this is possible)
   
  3rd offense:  Possibly disabling their account/ currently we have no way to remove a member completely from chat
   
  Both cases we need documented proof of what was said, dates, etc,. to keep on file for the member
• Surgeon emails in needing libelous/slanderous information removed

• • • Check where the information is located
    • If it’s in an area that we can edit, then edit the post/or review or in some cases delete the post/review
    • If in an area that we cannot edit, immediately contact [email protected] and put URGENT: in the subject line
    • If Shannon is online notify her that we’ve sent over something urgent
    • Forward email to Client Rep for that area
    • Email surgeon that their Rep will contact them back soon and we are taking care of it
    • Depending on the situation you may want to email the member, here's an example: 

 

We value your membership and input to our community, and we are glad that you have chosen to become an ObesityHelp member.

We are contacting you because it has been brought to our attention that your profile contains comments that may be considered defamatory or harmful to another individual. These comments are in direct violation of the Terms of Service agreement that you accepted upon becoming a member:

“Our staff will have sole discretion to remove any messages deemed inappropriate by them, without warning or explanation when the following types of postings occur: […]

“k. Any information, data, text, files, links, software, communication or other materials that ObesityHelp, Inc. considers to be unlawful, harmful, destructive, threatening, abusive, harassing, defamatory, vulgar, obscene, hateful, or racially, ethnically or otherwise objectionable.?

This policy is in place to protect all parties—members, professionals, and ObesityHelp, Inc.—from legal action.

As you may have noticed, the terms of service do not obligate us to notify you of our actions. However, as a courtesy to you, we have temporarily removed your profile from public view to give you the opportunity to retract the comments on your own. We will be more than happy to reinstate your profile, once you have sufficiently altered or removed the comments, so that you can continue to document your journey.

We understand that your current situation with your bariatric provider is very difficult and that you are eager to discuss your experiences. However, our message boards and profile pages are not the appropriate place to make statements that can be read as attacks on the character or intentions of any person or that discuss any legal actions that may be in process 

We appreciate your cooperation in this matter and encourage you to contact us if you have any questions.

Sincerely,

• Member or Vendor would like to advertise with us
  • Forward the information to the correct sales rep for that state (see territories list)
  • Email member/vendor back that we have forwarded to the correct department and someone will contact them back
• Member has magazine issue
  • Forward email to Annie ([email protected])
  • Email member back that we have forwarded their request to the correct department and someone will contact them back
  • Make a note when emailing to Annie that you need her to contact this member back
• Message board post has been reported as a violation of our terms of service
  • Check the thread in question
  • Does it clearly violate the terms of service
  • If you are unable to clearly see a reason, think to yourself is this something causing hurt to other members?  If you believe so then go with what you believe is correct.
  • If you find the post is not appropriate for our board, select for the post to be deleted and make sure to email the member notification that post has been removed and reference the terms of service.
  • If it’s a topic we just need to settle down on the board consider locking the post before removing or even editing the post to make it not violate the TOS. If we do edit we need to make a   STAFF NOTE: Edited to meet the terms of service
  • Remember that each situation is different, if you don’t feel you have a good enough reason always ask for another opinion from someone else in member services
  • Email member back just a simple “we are looking into it/thank you? email
• Member is wanting surgeon help on the message boards
  • Log into the MS area http://msteam.obesityhelp.com/
  • Find member’s record by placing in the email
  • Under the account make sure to note that you referred them to a surgeon and who the surgeon was as we do with MS calls in
  • Paste email into the comments area
  • Email member back information including surgeon profile links
  • Notify account manager see Territories list that referral has been done, this needs to include the subject line to include the state/surgeon  (ie: CA-Dr. Fobi, Quebbemann, Leport)
• Member wants photo updated
  • Photos for the message board can be uploaded by the member, go to "user settings" on the main message board.
  • Member would need to directly email [email protected] for help or wanting to be added to the before/after area. They need to put in the subject line eiher AVATAR HELP or Before & After photos.
  • We cannot forward emails for members unless they are having issues with forwarding them, the email needs to come from the member for the photos team to be able to search by email later
  • If situation is urgent, make sure to put URGENT in the subject line and CC Shannon ([email protected])
• Member wants profile deleted
  • Make sure the email requesting the deletion matches the email on the account, if it does not email member back explaining we would need to know the email on the account, if they don’t know the email ask them something else like phone/address to verify you are deleting the account for that person
  • If email comes in with the member id# in the subject line then this is an email from the member account area and that’s good enough.  If there is not a message in the body of the message saying they want it deleted, always email them back to confirm FIRST.
  • After doing the following then;
  • Check profile

• How To Delete a Member’s Profile/Account
  • Locate the account and put the status box to "delete" and log in to "no"

• Member cannot log into account
  • First check to make sure, do they have a username?
  • If no username please email them the following:  Ask the member to email in two options for a username and will will assist them in getting their username set up.
  • If they have a username, ONLY give out the username/password if the email matches on the account. If email doesn’t match email them back to confirm what emails on the account if they don’t know then confirm the account with phone/address, etc
  • If they claim to not be able to log in always test their log in

 

• Member is talking about suicide on the message boards or chat room
  • Check to see if they have information on their profile, like name, address, phone
  • If you are able to locate information please then do the following.  Locate the local police department in their town, you can usually locate this by doing a Google search for the town name and "police department" This will bring up a list to call.  You want to call and let them know you are with Obesityhelp.com and there has been a threat or concern on our message board about a member in their area.  We would like to report this, usually they will want you to read the message or dialogue you've had with the member.  Most of the time they will send what is called a "well check" out to the residence for assistance.  Make sure to make a report for member services that you've done this and what time we did it with a link to the post for future reference.  DO NOT CALL THE MEMBER DIRECTLY.  This can get into legal issues, we want to report it to someone who has the proper resources to help this member.
  • If you are unable to get any information on the member, but an email is there.  Please email the member just this template letter for assistance.

Dear ________,