For the longest time, I was data-entry only. Tech works a job line then goes to the warranty room in the shop to get paid and d/o his part, forwards the papers to the cashier who prices out the ticket and delivers the vehicle. Then, we 'clean scan and index' the parerwork. Then paperwork would go to the warranty room. Claims and ops were entered in the warranty room, paperwork then came back to me (in the service office, where I invoiced warranty tickets, manually submitted through DCS and posted credit memos). I'd assemble the claim memo, give the warranty room the rejects, wait for r/s and post credit memo and forward it back to the warranty room for scrapping. I'd get it back after 15 days and file it in the service office.
It was a tedious process, and I'm glad we don't do it that way anymore.
I know nothing of coding, and constantly had to be in contact with the clerks in the warranty room to check on claims.
Eventually, they moved me back to the warranty room, and I had to learn coding. First, I copied the pages from the latest WINS claims processing manual showing complaint codes and failed codes, and laminated them. We recently received a nice cheat sheet from j&l too.. Whenever I had a moment, I'd also peruse the LTG. I'd remember a tech coming to get paid, and look up that op, and try to visualize where in the vahicle I'm at.
Another thing that helps he still is the oppertunity I have at the end of each day to walk around the shop and look at the vehicles up in the racks. I'll ask tachnicians cleaning their stalls to show me around the vehicle.. Our warranty admin is able to show me where a part is, what the technicians will call the failed part, and what the labor time guide will call the failed part. Terms like door panel and "trim assembly" and dash and "carrier" were hard at first, but after doing it long enough, you get the hang of it.
It's confusing at first, we all know that if we were just pulled off the street to do this we'd be very green at the beginning. I certainly was.. I hated having to backflag a tech because of my error.. I still do..
I was fortunate to be exposed to the keystroks and op #'s doing data entry for a while before I actually had to understand them..
In the end, I still had to do a bit of studying myself, and still have much more to do.. I've learned a lot by being put on the spot, though.
Our other clerk just went to WINS trining.. Another we had a while ago just watched the training videos..
Self-taught is good, too.
Now getting paid and keeping it paid will separate the good administrators from the real pros ... that kind of skill takes much longer to master.
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** Rob, Editor WD&S **
Help is only a message post away!
robc@dealersedge.com
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