Text

Description automatically generated with medium confidence

 

GWFL FTX Homepage

               Supervisor Line: 585-327-5551

 

Open Sites  *Launch every day to capture all updates*

 

 

Training Guides

Fieldtex: Health Plans Summary

 Accessing the Fieldtex Database

 Inbound Call Procedure

 Fieldtex Shipping Information

 OTC Contracts Information for GWFL

FTX Catalogs

 

Applications and Toolbox

Web-based Contact Form for Emailing the Warehouse

Non-Medical Products $3.25 or less

My.ADP

Incontact

Teams

Web Based Outlook

 

Resources

Goodwill Information Gateway Knowledge Base   

Goodwill U.  Power of Learning Library

 

 


Fieldtex: Health Plans Summary

Health

Member

Benefit

Free

Product

Credit

Shipping

 Plan

Services

Award

Shipments

Limits

Cards

 Fee

HighMark

 

$320 Diamond

  unlimited

6 per category/qtr

no

NA

Wholecare

800-685-5209

$140 Ruby

  unlimited

6 per category/qtr

no

NA

Meridian Health

 

 

 

 

 

$5.35 all orders

MLTSS

866-821-2308

$10

1 / month

no  limits

yes

after 1 free


Accessing the Fieldtex Database

 

 

Accessing the Fieldtex Database

 

Log in to your computer: Control ALT Delete

Enter username and password

 

Open Google Chrome

Enter http://gwfl.from-ny.net/ in Search Bar

Fieldtex Homepage appears

Click the Open Sites  *Launch every day to capture all updates* link

Box appears in lower left corner

If a security box appears, Click Keep               

Logo

Description automatically generated with low confidenceSites-home Box appears in lower left corner 

 

Double Click to open

 

 Click on More Info

Graphical user interface, application

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Click on Run Anyway 

 

Two Windows will Launch

·       First Window – Health Plans (2 tabs will load)

·       Second Window - Tool Box (4 tabs will load) – GWFL Fieldtex Homepage, CC Fieldtex (email template), Nice inContact, ADP

    

Tool Box Window

Graphical user interface, application

Description automatically generatedOpen ADP Tab    

 

 

Sign in – Enter User ID   

Enter Password

 

 

 

 

*Clock In 5 minutes before start time

  

Open NICE inContact (Sign In)       

 

Graphical user interface, application

Description automatically generatedSign in – Enter Username           

Enter Password

                                

 

 

 

 

 

 

Daily Schedule appears

 

Check schedule for activities and events

 

Check for messages (bell)

 

Click on grid in the upper left corner  

 

 

Launch MAX   

 

 

 

Graphical user interface, text, application

Description automatically generatedClick on Integrated Softphone and Connect

 

 

 

 

 

 

 

 

Health Plan Window 

Open Health Plan Tabs                                                                            

Operator Logins appear            Graphical user interface, application

Description automatically generated

Log In – Enter Username

Enter Password

 

Member Logins appear 

Graphical user interface, text, application, email

Description automatically generated

Return to MAX

          

Set Max Status to AVAILABLE to begin accepting calls

 

Set Max to the appropriate status throughout the work day:

 

Unavailable - 15 minute break

You will use this if you are going on a 15-minute break

Unavailable - Call Evaluations

You will use this if you are doing Call Evaluations

Unavailable - Consultation

You should only use this if you need to direct a question to or have a discussion with a Unit Lead or Supervisor

Unavailable - Email processing/vm

You should only use this if you are creating an email or if you are in the queue to retrieve voicemails

Unavailable - Lunch

You should only use this for your lunch time

Unavailable - Meeting

You should only use this if you are in a scheduled meeting

Unavailable - Outbound Call

You should only use this for assigned outbound projects

Unavailable - Away From Computer

You should only use this when you need to step away from the computer 

Unavailable - Special Project

You should only use this if you are assigned a project by a Unit Lead or Supervisor

Unavailable - Tech Support

You should only use this if you are having tech issues (report all issues to someone from management)

Unavailable - Training

You should only use this if you are in an assigned training

 

Open Outlook from your desktop icon

 

*Check Email Messages*

 

TEAMS should automatically load onto your desktop

 

* Suggestion*  Pin Sticky Notes and Calculator to your taskbar for quick reference

 

 

Top of the Document

 

 

 

 

 

Inbound Call Procedure

*Agents must answer call in 30 seconds or less

 

 

  1. Select the appropriate Health System’s “Login as Member” window.

 

  2. Greeting - This is ...., how may I help you?

 

  3. Ask For/Enter Member Identification Number to access the account.
      Document member ID # for reference during call. For Highmark Wholecare  
      Only – ask for/enter Member Identification Number and password (member’s
      birthday) using six-digit format (April 01, 2010 = 040110). Document
      password for reference during call.

 

  4. Click LOG IN to Access Member’s Account.

 

  5. Member’s HOME page with Name and Balance Remaining Appears.

 

  6. Confirm the Name and benefit amount remaining - Who am I speaking  
       with?  You have $x.xx to spend
.

 

  * For Highmark Wholecare only - if someone is calling on behalf of a

   member, you must get the member’s permission first before assisting them
   with placing orders, tracking details or questions regarding the account. In  

   cases where the member is not present, advise the caller to call back
   when the member is available. If you have a member that is nonverbal, we
   will reach out to member service to see if the person on the line is an
   authorized person to speak on their behalf.

 

      * For Meridian only – also tell member she/he gets 1 Free Shipment per
         month. There is a $5.35 shipping fee for additional orders during the same
         month.

        

  7.    If placing an order; ask for the first item number. Enter Item Number in 
         Search Box and click on Search to open catalog entry. Repeat each item
         number, full description of product, and cost to member. Ask how many
         desired.

 

·       Out of Stock Items

o   No backorders

o   No knowledge of replenishment timing

o   Ask member if she/he would like to order a similar product

o   Suggest a call back in 1-2 weeks to check on availability

 

·       Discontinued Items

o   Ask member if she/he would like to order a similar product

o   Check category and/or catalog for available options

 

  8. Enter the quantity ordered. Add Item to Cart. If quantity is not accepted
      inform member. Repeat quantity added to cart. Request next item number.

 

  9. Occasionally Check Current Subtotal for Remaining Balance.

 

10. After Final item or if Balance is $0, verify order is Completed. Does that
      complete your order?

 

11. Confirm $ Total and Amount of Items Purchased. Proceed to Checkout.

 

12. Confirm Shipping Address. If shipping address is different from the listed
       address, make the change(s) in the SHIPPING ADDRESS window.

·       If adding an apartment or unit number, add in SHIPPING ADDRESS window only. No need to enter in Notes. (10 North Pole Way  Apt C)

·       If adding a building number or letter, add in SHIPPING ADDRESS window only. No need to enter in Notes. (10 North Pole Way Bldg 12 Apt C)

·       Do not enter the name of an Apartment complex or business park in the SHIPPING ADDRESS window. You can add in Notes if desired (Monroe Apartments, Corporate Woods Business Park)

·       If the member provides an “in care of” name, enter in the Notes section, not in the SHIPPING ADDRESS window.

      

13. In the NOTES Section do not add the new address, just indicate TEMP if a
      one-time change or PERM if the address change is permanent. If permanent,
      advise member to contact Member Services with the new address.

 

14. Confirm Telephone Number and Email Address. Update if necessary. Advise 
       member to contact Member Services with the new telephone number. If no
       email is indicated ask member if she/he would like to share an email address
       with Fieldtex.

 

15. Enter your organization’s initials and your initials in NOTES Section

·       No spaces between initials (GWFLXX).

·       Do not add dashes, slashes, symbols, or abbreviations

·       You may use your first initial – last name (GWFLSClaus).

 

16. Indicate Specific Instructions in NOTES Section.
       *Temporary address change: GWFLXX Temp 

       *Permanent address change: GWFLXX Perm

       *Carrier Preference: GWFLXX FedEx, UPS, or USPS

       *Delivery instructions:

·       GWFLXX Leave at front door

·       GWFLXX Leave at side door   

·       GWFLXX Knock on front door

·       GWFLXX Knock on side door

·       GWFLXX Ring doorbell

·       GWFLXX Deliver to apartment door

·       GWFLXX Signature Required - if requested

      [Note: carrier cannot call member]

       *If not the member, person placing order and relationship to member:

         John Smith, husband, placed order

 

17. This is the point of no return – changes cannot be made to the order after this 
       step. 

·       Ask if the member has any changes.

·       If less than $30 remains in account consider whether member would be better served adding the remaining balance to this order (cost of shipping, timing of spending period, etc.)

·       Revise order if needed.

·       Click Place Order.

 

18. Checkout Screen Appears:

·       Provide Order Number

·       Let member know the order will ship free or provide shipping costs if applicable.

·       Advise 7 to 10 business days for delivery

·       Offer Balance Remaining and last future order date

 

19. Closing - Is there anything else I can help you with today? Thank you for
                     calling Fieldtex products for (insert Health Plan name) and have a
                     great day!

 

20. Delete member id # and birth date from earlier steps. Shred if handwritten.

 

Checking An Existing Order

·       Click on Account     

 

·       Graphical user interface, text, application, chat or text message

Description automatically generatedClick on Orders    

 

 

 

 

 

 

 

 

Graphical user interface

Description automatically generated with medium confidenceSelect Order and click Details

 

 

 

A picture containing icon

Description automatically generatedTracking A Shipment

·       Click on Account  

 

·       Graphical user interface, text, application, chat or text message

Description automatically generatedClick on  Orders    

 

 

 

 

 

 

 

 

·       Graphical user interface

Description automatically generated with medium confidenceSelect Order and click Details 

 

 

·       Click Track Shipment  

                                                

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Text

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Credit Card Processing

(Meridian only)

 

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The screen will change as usual and across the top you will see Thank you, your order has been received.

 

An order total will appear, and that total will be the amount placed on the participant’s credit card.  Make sure the ORDER TOTAL is the same amount that you charged to the credit card. 

 

If the amount is different, STOP!  CALL YOUR SUPERVISOR IMMEDIATELY

 

 

*IMPORTANT*

If for any reason the credit card does not go through, the order will not process. Member must remove excess items to achieve a $0.00 balance. Place order as usual.

 

 

Completing the Call

       *Agents must disposition their call in 30 seconds or less

 

 

 

 

 

 

Creating an Email

   

 

 

 

 

 

 

Call Handling Options

 

Graphical user interface, text, application

Description automatically generated

Graphical user interface, calendar

Description automatically generatedTransferring A Call

·       Click on the Transfer / Conf button

·       Selection window opens

·       Input the outbound telephone number or select a recipient

·       Transfer or Conference prompt will appear

·       Select Transfer

·       Select the Transfer button to send the member directly to the recipient

 

Conferencing A Call

·       Click on the Transfer / Conf button

·       Selection window opens

·       Input the outbound telephone number or select a recipient

·       Transfer or Conference will appear

·       Select the Conference button

 

 

Protocols for Inbound Call Exceptions

 

Assisted Call

CLI Interpreter Service

1-800-225-5254

Code: 938006

Give your name and the contract you are calling for, Fieldtex

 

Catalog Request

Transfer those members to Member Services or recommend that they reach out to them.

 

 

No Response to Greeting

Inform member you cannot hear her/him and ask for a call back.

 

Dropped Calls

 

Irate Member

·       Reassure member you are there to help obtain resolution to the problem

·       Take ownership by repeating the issue to ensure understanding

·       Provide accurate information to member

·       Create follow-up email for supervision

 

Caller Wants to Speak With Supervision

·       Check the Supervisor line first to see if one is available.

·       Warm transfer the call

·       If Supervisor is not available, offer member two options.

o   “I can send you through to my supervisor’s voicemail and you are welcome to leave a message.” Put them through to the supervisor line.

o   “I can take down your contact information and send my supervisor an email to contact you.” Send the email request through the Fieldtex email including an explanation that this was an escalated call.

 

Item Returns

Send an Email to Fieldtex for follow-up

 

Order Not Received

·       Verify the order in question

·       Obtain tracking information

·       If delivery was made, suggest member check with family or neighbors

·       Send an Email to Fieldtex for follow-up

 

Incorrect Information Provided

Send an Email to Fieldtex for follow-up

 

Item/Quantity Changes

·       Prior to placing the order – revise order

·       After placing the order - send an Email to Fieldtex for follow-up

 

 

Order Exceeds Limits

·       System will alert that order has exceeded its limit.

·       Ask member how she/he would like to proceed (order adjustments)

·       If Member Services accepts credit cards, ask member if she/he would like to purchase the amount exceeded with a credit card

 

Address Change

·       Current order – indicate new shipping address in Ship To box. Be sure to write TEMP or PERM in the notes, for temporary or permanent change.

·       If not ordering – inform member she/he must contact Member Services with the new address

 

 

Member ID # Unknown

Advise member to call Member Services and get the number from them or the Fieldtex customer service representative can call Member Services and provide member’s full name.

 

Item # Not Recognized

·       Ask member to describe the item

·       Check catalog

·       Check prior order

·       Verify the item is in the current catalog

 

My Packages Have Been Stolen

If a member feels their package could get stolen, recommend “Signature Required” as a shipping instruction.

 

 

Graphical user interface, text

Description automatically generatedCustomer Cannot Hear Me

                                                                                 More                                                                   
                                                                                                     

Graphical user interface, application

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·       In More Tools click Settings 

 

 

 

 

 

 

 

 

 

 

Graphical user interface, application

Description automatically generated

 

 

 

 

 

 

 

·       Check what is listed next to Device  

 

 

 

 

 

 

 

 

Top of the Document

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Fieldtex Shipping Information

Fieldtex Products

2921 Brighton-Henrietta Townline Road
Rochester NY 14623 USA

1-800-353-7763

 

Shipping Instruction Highlights

·       No more than 5 words so that they can fit on the shipping label

·       Need to include specific action.

o   Acceptable special delivery instructions:

§  Leave at front door

§  Leave at side door   

§  Knock on front door

§  Knock on side door

§  Ring doorbell

§  Deliver to apartment door

§  Signature Required - if requested

o   Driveway, end of lane, back door, side door, porch, etc. are NOT acceptable as it does not leave the driver with a clear action to take with the package.

·       We cannot instruct the couriers to send the package to two locations. For example: “Leave at neighbors if no one’s home”. We are only allowed to leave the package at the shipping address provided by the member.

·       Do not take instructions that require a carrier to call before delivery

·       Do not take requests that require the package be delivered within a specific time/timeframe

 

Signature Requests
We ship regular signature unless another option is requested.

 

Shipping Address and Order Notes

Temporary Address Change

·       temporary address replaces current address in Shipping address box

·       enter GWFLXX TEMP into Order Notes

Permanent Address Change

·       permanent address replaces current address in Shipping address box

·       enter GWFLXX PERM into Order Notes

·       advise Customer to call Member Services with new address

Addition to Current Address

·       if adding an apartment or unit number, add in Shipping address box

·       enter GWFLXX PERM into Order Notes

·       advise Customer to call Member Services with new address

·       if adding a floor location, enter in Shipping address box only

Shipping Options

·       indicate carrier of choice by entering GWFLXX  UPS into Order Notes

·       if no carrier is designated do not enter a carrier name in Order Notes

Delivery Instructions

·       if Customer has no delivery requests enter GWFLXX into Order Notes

·       if Customer has a specific delivery request enter GWFLXX the request into Order Notes

·       acceptable requests include

o   Leave at front door

o   Leave at side door   

o   Knock on front door

o   Knock on side door

o   Ring doorbell

o   Deliver to apartment door

o   Signature Required - if requested

·       if Customer requests to sign for the package enter GWFLXX Signature Required into Order Notes

o   If Customer requests FedEx enter one of the following into the Order Notes . . .

§  Direct: Member must sign

§  Indirect: Anyone can sign

§  Adult: 21 or Older must sign

o   If Customer requests UPS enter one of the following into the Order Notes . . .

§  Regular Signature: Anyone can sign

§  Adult: 21 or Older must sign

o   If Customer requests USPS enter “Hold for Pickup”: The Post Office will hold the package and notify the member via email when it arrives. Member must sign for and pickup package at the post office.

 

 

Non-member Placed Orders

·        identify person placing order

·        enter Name, Relationship to member, placed order into Order Notes

 

Access Points

When shipping to an access point, enter the following into the Order Notes

·               GWFL and initials (GWFLXX) TEMP SHIP FedEx

·               C/O FedEx Access Point

·               FedEx store inside (enter Store Name)

·               Access Point Address

                    *** Do not change the Shipping Address ***

 

This also applies for UPS access points.  

·          GWFL and initials (GWFLXX) TEMP SHIP UPS

·          C/O UPS Access Point

·          UPS store inside (enter Store Name)

·          Access Point Address

*** USPS does not ship to Access Points

 

Out of Country Shipping

Not covered in our cost. If you have a member that wants their order shipped out of the country, we would have to get approval from the health care provider.

·       Process the order

·       Enter the out of country address into Order Notes

·       Send an email to Fieldtex supervisors with the member id, member name, phone number, order number, *out of country address* and notes.

 

 

 

 

 

 

Email Template

Company:

First Name:

Last Name:

Member ID:

Order/Item Number:

Phone Number:

Notes:

First Initial Last Name:

 

*Please send emails through CC Fieldtex Create Email or to: ftx@Abvi-Goodwill.com

 

CLI Interpreter Service

1-800-225-5254

Code: 938006

Give your name and the contract you are calling for, Fieldtex

 

Carriers Contact Numbers:

UPS Customer Service: 800-742-5877 

FedEx Customer Service: 800-463-3339 

USPS Tracking: 800-222-1811 

USPS Customer Service: 800-275-8777

 

Top of the Document

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Transferring Calls

 

How to Cold Transfer Calls

 

Click on Transfer/Conference button

           A picture containing diagram

Description automatically generated

           

·        Dial 3rd Party number – caller will automatically be placed on hold

·        Click on Conference button

·        Click on Transfer button A picture containing dark

Description automatically generated

·        Caller will be cold transferred to 3rd Party

·        Discard call

 

Graphical user interface, application

Description automatically generated

How to Warm Transfer Calls

 

Click on Transfer/Conference button

            A picture containing diagram

Description automatically generated

 

·        Dial 3rd Party number – caller will automatically be placed on hold

o   Identify self to 3rd Party

o   Have caller’s information available

o   Explain the reason for the call

·        If 3rd Party asks to speak with the caller, click on Conference button – Caller, Member Services, and you will be on the call

           Graphical user interface, application

Description automatically generated

 

·        Introduce caller to 3rd Party

·        Continue with 3-way conversation

·        If you are no longer needed in the conversation, click on Transfer button – you will be disconnected

                                                          

 

          Graphical user interface, application

Description automatically generated

 

·        If 3rd Party does not need to speak with the caller, click on Hang Up

 

 

 

 

 

 

Transfers to Member Services

 

 

1. Caller Requests Catalog

·        Inform caller they need to request a catalog through Member Services

·        Provide the Member Services’ telephone number to the caller

·        Offer to transfer the caller to Member Services

·        Transfer the caller to Member Services’ ensuring caller is placed in the proper queue.

 

2.  Caller Requests Change of Address and/or Telephone Number

·        Inform caller they need to request a change of address/phone through Member Services

·        Provide the Member Services’ telephone number to the caller

·        Offer to transfer the caller to Member Services

·        Transfer the caller to Member Services’ ensuring caller is placed in the proper queue.

 

3. Member ID# not Accepted

·        Trouble shoot the number

o   Repeat number for verification

o   Ask caller if they are reading from the Health Plan card

o   Identify the Health Plan (e.g., Highmark Wholecare vs Highmark)

o   Try to reenter number into actual Health Plan site several times

·        Number still not working

o   Contact Member Services

§  Identify self to Member Services representative

§  Have caller’s full name, member ID, and date of birth

§  Explain the issue with the number given by the caller

o   If number is different, check to see if it now works

o   If yes, continue with order

o   If no, you need to email Fieldtex for assistance

§  Tell customers to call back in ten days to allow for processing time

o   If number is confirmed by Member Services as the correct ID but does not work

§  Email Fieldtex for assistance

 

4. Member ID# not known

·        Trouble shoot for the number

o   Ask caller if they have their Health Plan card

·        Contact Member Services

§  Identify self to Member Services representative

§  Have caller’s full name and date of birth

§  Explain the issue with the unknown number

o   If number is provided, continue with order

o   If Member Services would like to speak with the caller, Conference the caller into the conversation

o   If Member Services does not provide the number for HIPAA purposes, the caller will have to wait for an email or letter from Member Services

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

How to Transfer Calls to Member Services for Catalog Requests and Changes of Information

 

 

·        Click on Transfer/Conference button

           A picture containing diagram

Description automatically generated

           

·        Dial Member Services – caller will automatically be placed on hold

·        Ensure caller is placed in the proper queue and click on Conference button

·        Tell customer you are placing them in the queue

·        Click on TransferA picture containing dark

Description automatically generated

·        Caller will be cold transferred to Member Services

·        Discard call

 

Graphical user interface, application

Description automatically generated

How to Warm Transfer Calls to Member Services

·        Click on Transfer/Conference button

            A picture containing diagram

Description automatically generated

 

·        Dial Member Services – caller will automatically be placed on hold

o   Identify self to Member Services representative

o   Have caller’s full name, member ID, and date of birth

o   Explain the issue with the number given by the caller

·        If Member Services asks to speak with the caller, click on Conference button – Caller, Member Services, and you will be on the call

           Graphical user interface, application

Description automatically generated

 

 

 

 

·        Introduce caller to Member Services representative

·        Continue with 3-way conversation

·        If you are no longer needed in the conversation, click on Transfer button – you will be disconnected

                                                           

 

          Graphical user interface, application

Description automatically generated

 

·        If Member Services does not need to speak with the caller, click on Hang Up

 

 

 

 

OTC Contracts Information for ABVI

Highmark Wholecare

·       Member Services number 800-685-5209

·       Our number where Members place their order 1-855-350-0074

·       Rep Log In Template: https://www.highmarkwholecareotcstore.com/operator-login

·       Member login if they want to place their own order: https://www.highmarkwholecareotcstore.com

·       Member ID number will be 8 digits

·       Benefit Allowance

o   Diamond Plan $320 Quarterly Benefit

o   Ruby Plan $140 Quarterly Benefit

o   No Rollover - Members must spend allowance within benefit period, any unused benefit will be forfeited at the end of each benefit period

·       Product Limits: 6 units per category per quarter except for:

o   Interplak rechargeable cordless toothbrush:        00352   $45.00   1 per year

o   Interplak toothbrush replacement heads 2 ct.:    00370   $22.50   2 per year

o   Sonicare rechargeable toothbrush:                        10645   $44.00    1 per year

o   Sonicare replacement heads 3 ct.:                         10646   $52.50    2 per year

o   Incontinence: Unlimited

o   Incontinence – Reusable:  3 units per this category per Quarter

o   Pain relief:  TENS units  one unit per category per year.

o   Respiratory relief:  one unit per category per year.

o   Wholecare For You:  as identified by item

o   Dual Purpose Items:  1 unit per this category per year

o   Weight Loss:  2 units per category per year.

·       Unlimited Free Shipments

·       Credit Cards NOT Accepted

o   Members are allowed to place multiple orders/additional shipments free of shipping charge

o   Overages are NOT permitted, so members must spend within their allotted benefit amount

o   Members cannot spend with a $0 balance

·       Hours of Operation

o   Monday – Friday 8:00 am – 5:00 pm EST

o   Saturday 8:00 am – 5:00 pm EST

o   Sunday 10:00 am – 5:00 pm EST

·       Member Services Hours – October 1 - March 31: Daily  8:00 am – 8:00 pm EST

                                                      April 1 - September 30: Monday - Friday 8:00 am – 8:00 pm EST

·       States Serving:  Pennsylvania/Kentucky

 

Meridian Health - MLTSS

·       Member Services numbers 

o   MLTSS Member services: 866-821-2308

·       Our number where Members place their order 1-844-913-0193

·       Rep Log In Template: https://www.fieldtex-meridian.com/operator-login

·       Member login if they want to place their own order:  https://www.fieldtex-meridian.com

·       MLTSS Member ID will be 9 digits

·       Benefit Allowance

o   MLTSS - $10 / month

o   No Rollover - Members must spend allowance within benefit period, any unused benefit will be forfeited at the end of each benefit period

·       1 Free Shipment per month

·       Credit Cards Accepted

o   $5.35 shipping fee after first order of month

o   Additional shipments/overages accepted with credit card payment

o   Member can call back with a $0 balance and pay for shipment and items with credit card

·       Hours of Operation

o   MLTSS Monday – Friday  8:00 am – 6:30 pm EST

·       Member Services Hours

o   MLTSS - Daily  9:30 am – 8:00 pm EST

·       States Serving: Illinois (Central Time Zone) Cook, DuPage, Kane, Kankakee, Lake, Will Counties

 

 

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