SWOOP SUPERVISOR AUTHORIZATION

AUDIENCE
Swoop Associates

Supervisor Authorization in Swoop

​ The Supervisor Authorization feature in Swoop allows Supervisors to approve an authorization of coverage for
Partially and Non-Covered Events.
​ Supervisor Authorization is the coverage of “last resort”.
​ Roadside Associates must attempt and exclude Customer Pay and Client Authorization as options BEFORE
requesting a Supervisor Authorization.
​ Supervisor Authorization may be requested by the RSA Associate ONLY IF the customer is unable to pay for service,
Client Authorization is not available, or the customer is not eligible for Client Authorization AND the one of the
Supervisor Authorization Reasons below is applicable:
​ Agent Error
​ An agent error during the dispatch process contributed to the non-covered or partially covered status.
​ All efforts to correct the agent error must be attempted before performing a Supervisor
Authorization.

​ Customer Not Found

​ All search types have been attempted and a customer record cannot be found.
​ Customer is insistent on coverage. A customer unhappy or angry they must pay for service is not an
insistent customer. Roadside Associates must make all attempts to defuse the customer before
seeking a Supervisor Authorization. The customer MUST state they know they have coverage, is
demanding to speak with a supervisor about having to pay for service, and all attempts to defuse the
customer have failed to be considered an insistent customer.

​ Customer Safety
 ​ Any customer indicating they are unsafe or in danger must first be advised to contact 911.
​ If the customer refuses to contact 911, is in an unsafe location, or extraordinary circumstance (child
locked in vehicle, etc.) AND has no means of paying via Credit Card, supervisor may consider customer
safety as the authorization reason.

​ Goodwill
​ Supervisor determines circumstances (service delays, agent performance, service provider behavior, etc.)
have had a severe negative impact on the customer experience and warrants Goodwill Coverage.

​ Incorrect Coverage Result

​ Review of program matrix indicates service requested is a covered service.
​ Submit a ticket for review if Swoop Coverage Result is incorrect.
​ Site (Tow Destination) Data Issue
​ Dealership or other covered location is not listed in Swoop. Manual entry of location caused
non-coverage. Review the matrix to confirm the location should be covered. If a dealership, confirm thru
Google the location IS a brand dealer before seeking a Supervisor Authorization.
​ A Supervisor MUST be contacted and approve ANY/ALL Supervisor Authorizations.
​ Roadside Associates are NOT empowered to process a Supervisor Authorization without contacting and
obtaining approval from a Supervisor. Processing a Supervisor Authorization without Supervisor Approval may
result in corrective action.
​ Roadside Associates MUST reach out to request a Supervisor Authorization using standard contact
methods.
​ Roadside Associates MUST provide the supervisor with all details regarding WHY a Supervisor Authorization is
being requested.
​ The Supervisor will make the final determination if an Authorization will be approved.
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A Authorize Coverage Button will be enabled on

u the Job Form if the coverage status is Partially
t Covered or Not Covered
h ​ To initiate a Supervisor
o Authorization, click the
r Authorize Coverage Button.
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Auth If a program also has Client Authorization
oriza enabled an Authorization Type must be
tion selected from the drop-down box.
Type ​ Values:
Drop ​ Supervisor
Dow
​ If Client
n
Authorization
Box
is not
enabled for
the program
the
Authorization
Type Box will
be
pre-populate
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selection
Supervisor
Authorization
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A An Authorization Reason MUST be selected from the
u Authorization Reason drop-down box.
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A An Authorization Reason MUST be selected from the
ut Authorization Reason drop-down box.
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 SWOOP JOB AID

S The full name and extension of the Supervisor

u approving the Authorization MUST be entered in the
p Supervisor Name and Supervisor Extension Fields.
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SWOOP JOB AID
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Sw A detailed explanation of WHY a Supervisor
oop Authorization was approved must be documented in
Not Swoop Notes for ALL Supervisor Authorizations.
es Example of Required Documentation in Swoop Notes
L ​ Agero is unable to bill most clients for
i jobs when coverage was provided
m through a Supervisor Authorization.
i ​ To reduce non-billable Supervisor
t Authorizations, Supervisor Authorization
e Reasons will be limited to Customer Safety
d and Goodwill for some programs.
A ​ For programs where the Authorization
Reasons are limited only Customer
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Safety and Goodwill will display in the
t
Authorization Reason Drop Down Box.
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o ​ The scenarios under which a Supervisor
n may authorize for Customer Safety and
R Goodwill remain the same.
e ​ Detailed Swoop Notes are required for
a Customer Safety and Goodwill
s authorizations.
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L ​ Operations Leadership will be provided
e with detailed reporting, including RSA
a Associate and Supervisor information, on
d ALL Supervisor Authorizations.
e ​ Operations Leadership will carefully
rs review all reports to ensure proper
h usage of Supervisor Authorization.
i ​ Supervisors will be accountable for all
p Supervisor Authorizations they approve.
R ​ Roadside Associates will be
e accountable for all Supervisor
p Authorizations they improperly
o process without contacting a
rt supervisor for approval. A
i supervisor MUST be contacted for all
n Supervisor Authorizations. There are
g not exceptions!
o ​ Improper or overuse of Supervisor
n Authorization may result in
S
u corrective action.
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