1. The SIZEWise Ordering Process COURSE ID # OPS-ORDRG

2. Explanation This presentation explains the process of an order – from the initial call to the order/pickup of equipment to the point you or your site acknowledges the text message, and the order is marked as completed in the Call Center. This presentation explains the process of an order – from the initial call to the order/pickup of equipment to the point you or your site acknowledges the text message, and the order is marked as completed in the Call Center. Instructions for replying to text messages for Customer Care and the After Hours Call Center are included. Instructions for replying to text messages for Customer Care and the After Hours Call Center are included.

3. This is an example screen of Customer Care’s electronic order form which documents order information and the text messages you receive is generated. This screen will educate all representatives about SIZEWise’s ordering process. This is an example screen of Customer Care’s electronic order form which documents order information and the text messages you receive is generated. This screen will educate all representatives about SIZEWise’s ordering process.

4. Caller/Facility/Patient Information When a facility calls Customer Care this is the information first gathered. When a facility calls Customer Care this is the information first gathered. The reference number (top left hand corner) and date is automatically generated by the computer program. The reference number (top left hand corner) and date is automatically generated by the computer program. Customer Care asks the caller for all vital information such as caller name, facility, phone #, city, state, patient name, room patient/equipment location, weight, height, PO (purchase order) number, and discharge date (if applicable). Customer Care asks the caller for all vital information such as caller name, facility, phone #, city, state, patient name, room patient/equipment location, weight, height, PO (purchase order) number, and discharge date (if applicable). If this information is not available via the caller, it is not entered and the box is left blank/empty. If this information is not available via the caller, it is not entered and the box is left blank/empty.

5. Picking a Product The Customer Care representative will determine the purpose of the call whether it is a Delivery, Pick-Up, Service, or Informational call. The Customer Care representative will determine the purpose of the call whether it is a Delivery, Pick-Up, Service, or Informational call. Delivery, Pick-Up, Service all require a product to be picked from the list below or typed into the box marked “other”. Delivery, Pick-Up, Service all require a product to be picked from the list below or typed into the box marked “other”. This information will be generated into the text message. This information will be generated into the text message.

6. Delivery Details There is an option that allows the Customer Care representative to pick which SizeWise or HPES location will deliver the product. There is an option that allows the Customer Care representative to pick which SizeWise or HPES location will deliver the product. Once a site has been picked, employees at that site will be displayed. The Customer Care representative will choose which employee will receive the text message. (this choice is determined using the On-Call Schedule made by your site.) Once a site has been picked, employees at that site will be displayed. The Customer Care representative will choose which employee will receive the text message. (this choice is determined using the On-Call Schedule made by your site.) Any relevant information regarding the order will be added into notes section. Any relevant information regarding the order will be added into notes section.

7. Create Paging Text Based on all of the information that the Customer Care representative gathered from the caller, a text message is then generated. Based on all of the information that the Customer Care representative gathered from the caller, a text message is then generated. The “Create Paging Text” is the same text message that is sent to a SIZEWise representative in the field. The “Create Paging Text” is the same text message that is sent to a SIZEWise representative in the field.

8. Follow-up Details If there is no response to the first text message, after 15-20 minutes a second text message will be generated by the Customer Care representative. If there is no response to the first text message, after 15-20 minutes a second text message will be generated by the Customer Care representative. If there is no response from the second text message after 15-20 minutes, Customer Care will place a follow-up call to the on-call representative’s cell phone to make sure that the text was received and that the SIZEWise paging system is not experiencing technical difficulties. If there is no response from the second text message after 15-20 minutes, Customer Care will place a follow-up call to the on-call representative’s cell phone to make sure that the text was received and that the SIZEWise paging system is not experiencing technical difficulties. This call center protocol ensures that SIZEWise delivery times are kept within the time period promised. This call center protocol ensures that SIZEWise delivery times are kept within the time period promised.

9. Process for Answering a Text from SIZEWise Customer Care between the hours of 8am-7pm CST Depending on your cell phone’s service provider and make/model of your phone, there is a procedure each SIZEWise site individually follows for confirming texts. Please refer to your district manager or site manager for proper instructions. Depending on your cell phone’s service provider and make/model of your phone, there is a procedure each SIZEWise site individually follows for confirming texts. Please refer to your district manager or site manager for proper instructions. All order confirmation replies to Customer Care should include the site name, employee’s name who is responding, “got it”, and the reference number. All order confirmation replies to Customer Care should include the site name, employee’s name who is responding, “got it”, and the reference number. For example, Kansas City…Danny…got it… Ref# 290505 For example, Kansas City…Danny…got it… Ref# 290505

10. Process for Confirming a Text from Call Center between the hours of 7pm-8am CST and weekends Process for Confirming a Text from After Hours Call Center between the hours of 7pm-8am CST and weekends PAGE CONFIRMATION CHECK-IN INSTRUCTIONS PAGE CONFIRMATION CHECK-IN INSTRUCTIONS When utilizing the Page Confirmation system, each text page you receive will be assigned a unique three-digit Confirmation Identification (CID) number. The number is found at the beginning of your message and will look something like this: “CID:971” When utilizing the Page Confirmation system, each text page you receive will be assigned a unique three-digit Confirmation Identification (CID) number. The number is found at the beginning of your message and will look something like this: “CID:971”

11. Example text sent from After Hours Call Center SIZEWISE ST. LOUIS ASHLEY BENZ:CALL 913-541-7222 TO CONFIRM PAGE:ST. LOUIS:MISSOURI:816-867-5309 ::Room#:ICU TOWER 2 RM 617 BED 2:BROWN, FRIEDA:5 11 : 222.6 KG :DC Date:: PO#: : Conf#: 290505:DELIVERY:THEY NEED A BARI-BED, ALTERNATE, AND BARI COMMODE, PLZ CALL ASAP SIZEWISE ST. LOUIS ASHLEY BENZ:CALL 913-541-7222 TO CONFIRM PAGE:ST. LOUIS:MISSOURI:816-867-5309 ::Room#:ICU TOWER 2 RM 617 BED 2:BROWN, FRIEDA:5 11 : 222.6 KG :DC Date:: PO#: : Conf#: 290505:DELIVERY:THEY NEED A BARI-BED, ALTERNATE, AND BARI COMMODE, PLZ CALL ASAP

12. Process for Confirming a Text for After Hours Call Center Please use the following instructions and the unique CID number for each message to confirm your pages which will halt further dispatch attempts by the After Hours Call Center telephone agents: Please use the following instructions and the unique CID number for each message to confirm your pages which will halt further dispatch attempts by the After Hours Call Center telephone agents: Call (913)541-7222. Call (913)541-7222. At any time during the recording, enter the CID number (NOT the confirmation number) assigned to the message you wish to confirm, then press the pound (#) key. At any time during the recording, enter the CID number (NOT the confirmation number) assigned to the message you wish to confirm, then press the pound (#) key. You will hear the voice prompt, “Thank you. Page confirmed.” You will hear the voice prompt, “Thank you. Page confirmed.” You may hang up – your page has been confirmed. You may hang up – your page has been confirmed. The After Hours Call Center telephone agents will consider this message delivered and will no longer attempt to dispatch this particular message. The After Hours Call Center telephone agents will consider this message delivered and will no longer attempt to dispatch this particular message.

13. Tips for the After Hours Call Center If an incorrect CID number is entered, or any other type of error occurs during the confirmation process, you will be reverted to our telephone agents who will be able to assist you verbally with confirming your page. If an incorrect CID number is entered, or any other type of error occurs during the confirmation process, you will be reverted to our telephone agents who will be able to assist you verbally with confirming your page. Page Confirmation is very quick and convenient. However, please always keep in mind that our telephone agents are always happy to assist you personally with your messages. To reach our agents simply call your office number, or hold on the line when dialing the Page Confirmation line. Page Confirmation is very quick and convenient. However, please always keep in mind that our telephone agents are always happy to assist you personally with your messages. To reach our agents simply call your office number, or hold on the line when dialing the Page Confirmation line.

14. For Your Information While in the field, facilities may ask all visitors to power down cell phones. This disables your cell phone’s SIZEWise’s paging system when cell phones are turned off. While in the field, facilities may ask all visitors to power down cell phones. This disables your cell phone’s SIZEWise’s paging system when cell phones are turned off. Also, some facilities allow phone usage but SIZEWise phones may not have reception of service. Also, some facilities allow phone usage but SIZEWise phones may not have reception of service. Please return all messages promptly in order to provide the best possible service to our customers. Please return all messages promptly in order to provide the best possible service to our customers. Customer Care is here to help – if there is anything they can do to help, please call them at 800-814-9389 and ask for the Customer Care Manager. Customer Care is here to help – if there is anything they can do to help, please call them at 800-814-9389 and ask for the Customer Care Manager.