*****UNDER EDIT*****

INTRO

Firstly, WELCOME! We are so excited to have you as a part of our team and are excited to work together towards the goal of making fair money and getting people their homes back, whether they were affected by a dishwasher leak across the kitchen or a catastrophe like hurricanes and fires.

If you are here, it is because you have copious experience in the property claims industry.

ONBOARDING VIDEO

Video Revisions:

• ***XXX***

JOB DESCRIPTION

OS Project Manager Job Opening

PM TRAINING

3rd Party Education: 

• IICRC courses
  • https://iicrc.org/iicrccertifications/
• Xactimate courses
  • https://www.verisk.com/products/xactimate/training/
  • https://www.udemy.com/course/learn-xactimate-in-less-than-4-hours/
  • https://www.udemy.com/course/master-roofs-on-xactimate-in-less-than-one-hour/
  • https://www.udemy.com/course/how-to-handle-insurance-claims/
• Youtube academy
  • https://www.youtube.com/@InsuranceRestorationTraining
• Articles
  • In Monday SOPs, Training, and Docs + will add internally curated links here
• Appraisal education (what it is vs isn’t, when/why/how, demand structure, compliance boundaries) 
• State-specific Public Adjuster (PA) compliance education (when required, contracts, handoff standards, regulatory risk boundaries) 

Intro to the Company – Video

Biz Dev Help/Training Center
Imperative to better understand specific Partner type dynamics and nuances

OS Biz Dev Help Center

Partner Expectations
Essential to understanding Partner dynamics
https://www.loom.com/share/b733ab434d884f41be1ac7b1d2fc2d44

Client Expectations
Essential to understanding Client dynamics
https://www.loom.com/share/566127daf9e34d509e83008c94844e5d

Mit Vendor Video
Essential to understanding MV dynamics
https://www.loom.com/share/9f9f1d1a74db48d8bbb37031c2edbe90

Super Sub Video
Essential to understanding SS dynamics
https://www.loom.com/share/a388b7eb2cef479dafb9205e8a47a891

Bible

Bible Contents:

• Systems Tour
• Rules 
• SOPs 
• TL SOPs 
• Per Project
• Tool Belt 
• Email Templates
• Common Objections and Retorts

Systems Tour – Video

Monday

Box

Wrike

The rest…

Rules

SOPs

Time and Material Estimating Tour – Video

Project Sequence

Project Sequence – Video

Project sequence in detailed writing (learning this component may be a dry read, BUT it is the most imperative aspect to have well studied):

Intro Form Submitted

• Auto Emails Client(s)
• Auto Alerts Sales Team via email
• Auto Adds Submission to Jotform Inbox
• Auto Adds Info to Monday LEADS Board
• Auto Adds “Intro Form” from “Initial Info Form” to “1.1. Jot Uploads: Intro Form – Initial Info pdfs” Box Folder
• Sales SOPs until DEAD, Sign New Proj Form / Work Auth, or pass to PM (ie: Emergency Service or stubborn OOP). If OOP, replace all Insurance w Client, and all 3rd Party w In-House. Attempt to get to sign first. If NA, Sales Agent alerts PM Team via team text message of New OOP Client

New Project Form / Work Authorization Submitted

• Auto Emails Client(s) for PLNAR Scan if repairs only
• Auto Emails Adjuster
• Auto Alerts PM Team via email
• Auto Adds Submission to Jotform Inbox
• Auto Adds Info to Monday PROJECTS Board
• If Missing Adjuster Info:
  • Once adjuster, manually send Adjuster Template Email
  • Pass Adjuster Info to MV for CC

Wrike Set Up

• ***** Duplicate “TEMPLATE” BLUEPRINT?***
• Rename “Client 1 First Last. PM First Last. Worksite Address. Claim #”
• ***** Click Project’s … > copy Link > Input in Monday

Box Set Up

• Duplicate “NEW PROJECT TEMPLATE” Folder into your PM Folder
• Rename Project Folder “Client 1 First Last. PM First Last. Worksite Address. Claim #”
• Move Initial Info PDFs from email, Box, or Jot to Projects “1. MV Template” and “2. SS Template” Folders
• Move Projects “New Project Form / Work Authorization” Folder to Projects “1. In-House Client Docs”
• Click Project’s Copy Shared Link > Input in Monday PROJECTS Board

If Missing Info

• Once adjuster, manually send Adjuster Template Email

If MV

• Select MV (In Bible)
• ***** Assign MV Tasks in Wrike
• Rename Projects “1. MV Template” Box Folder to “1. MV. PM First Last. Client First Last. Worksite Address.”
• Assign MV as “Viewer Uploader” to “1. MV. PM First Last. Client First Last. Worksite Address.”
• PM Client Intro and Connect MV and Client via Email (In Bible)
• PM Connect MV and Client via Text (In Bible)
• MV Tasks:
  • Date and Time of Scheduled Visit
  • Scheduled Visit Occurred
  • If Client was unable to sign “New Project Form / Work Auth” help do it for them
  • “Contract, Coverage Confirmation, & Initial Project Report” Completed
• ***** Receive and review MV “1.3. OS Contract/Coverage Confirmation/Initial Project Report”. In Box, move it from “1.3. Jot Uploads: MV Contract, Coverage Confirmation, and Initial Project Report” Folder in “Sales & PM Team” Folder to the Projects MV Pics, Vids, and Docs Folder
• If Coverage Fully or Partially Denied or if Estimate pre-sign Client:
  • MV Tasks (if Coverage Fully or Partially Denied or if Estimate pre-sign Client):
    • Alert PM Directly via phone call that Coverage is fully or partially denied. Articulate scope of minimum of what needs to be done vs max. If No Answer, leave a Voicemail and Text, Counts as Completed Task
    • Create an Estimate for non-covered work
    • Estimate Uploaded to Project’s “Estimate-Bill Upload Location” Box Folder. Include Subs like Emergency Plumbing, Contents, Abatement, Lead, etc
  • Receive MV Estimate for non-covered work. Can Request Exec
    • If Bill too high, negotiate to consensus w MV. Can Request Exec
  • ***** Submit Estimate/Invoice to Client via invoicing software. Request Exec if need to extract via FCCU once Client confirms funds deposited into their account)
  • Alerted via email by that Client Paid. Input into Project Finances
  • Alert MV PM to commence work. Confirm with a schedued Date.
  • ***** These steps pick up in row XXXXXXX
• MV Tasks (both Covered and Non-Covered pickup here):
  • Leave samples of ALL potential itel items. If itel, all itel samples taken and sent out
  • PLNAR Scan Completed as soon as scope of demo is finalized
• ***** Receive MV PLNAR Scans as soon as scope of demo is finalized. SIMULTANEOUSLY BEGIN REPAIRS SECTION in row XXXXXXXX
• MV Tasks:
  • “Progress Pics, Vids, and Docs” Box Folder Uploads Completed. MUST INCLUDE your in-house reports with equipment lists, run times, sketches, photos, +
  • Samples, Demo, Moisture & Dehu Readings Sheets Completed
  • Bill(s) Uploaded to “Estimate-Bill Upload Location” Folder. Include Subs like Emergency Plumbing, Contents, Abatement, Lead, etc.
  • Alert PM Directly via phone call that “MV Task List” is complete (whether fully, partially, or not covered)!!! If No Answer, leave a Voicemail and Text, Counts as Completed Task
• PM reviews required uploads:
  • Project Pics, Vids, and Docs, including MV in-house Report
  • Samples, Demo List, Moisture Readings, and Dehu Readings
  • Bill
• If 3rd Party Estimator: The Claims Ninja New Claim Entry Form. Share Project’s MV and SS Folder Links and Project’s PLNAR Link
• If able to ethically increase, white label Bill via Xactimate In-House or 3rd Party. Otherwise use highest MV Bill
• If MV Bill too high, Alert PM
• MV too high Review by PM:
  • If MV Bill too high, revise to consensus. Can Request Exec.
  • MV reupload adjusted Bill
• Input MV final Bill into Project Finances
• Submit Estimate to Insurance
• If Revision Request:
  • Revise
  • Resubmit
  • Repeat Revision Request Process if Required
• Approval. Alert PM (If 3rd Party Estimator)
• Approval. Input into Project Finances
• If MV Bill too high, revise to consensus (only if approval is less than agreed MV Bill). Input into Project Finances. Can Request Exec
• Invoice
• Payment Paid via Insurance directly into account or via invoicing software to client or Extracted via FCCU once Client confirms funds deposited into their account). Payment Received. Input into Project Finances
• Request Exec Payment Out to MV. Ensure funds arrived (where full/partial coverage denial picks up)
• Payment Out (done by Exec, checked off here by you)
• If somehow not doing repairs:
  • If you guage they would be a 5 star, send Google review request
  • PM Review of Partner and MV in Project Notes
  • Project Complete Request
  • Exec Review (Exec Only):
    • Analyze Project and why not doing repairs
    • Review if not 5 stars
    • $ check
    • Payment Out to MV
    • Kickback send to Partner(s)
    • Complete

REPAIRS: PREDETERMINED

• In Box, rename Projects “2. SS Template” Box Folder to “2. SS. PM First Last. Client First Last. Worksite Address.”
• If no MV, Client is willing to perform a PLNAR Scan, receive their scan from auto email
• ***** If no MV, if 3rd Party Estimator: The Claims Ninja New Claim Entry Form. Share Project’s MV and SS Folder Links and Project’s PLNAR Link.
• Create In-House Estimate for Insurance or if use a 3rd Party Estimator share info and receive Estimate
• Submit to Insurance
• ***** Create In-House Estimate for SS or if use a 3rd Party Estimator receive Estimate. Upload SS Estimate to Projects “2. SS. PM First Last. Client 1 First Last.” Box Folder
• Add all SS in radius as “Viewer” with message
• If no acceptance, call prime choice SS in cascading fashion to alert of opportunity. If still no acceptance, Revise Estimate and send mass alert to all SS via Box Message. Once below 35%, must Request Exec Review
  • Repeat until acceptance
• SS Accepts. Input accepted price into Project Finances
• Remove all SS from the Project
• Assign winning SS as “viewer uploader”
• Connect SS and Client via Email w FollowUpThen (In Bible)
• PM Connect MV and Client via Text (In Bible)
• SS TASKS if PreDetermined:
  • Must Book Appointment with Client within 4 business hours of receving the project
  • Scheduled Visit Occurred
  • If Client was unable to sign “New Project Form / Work Auth” help do it for them. PM will alert you if required
  • Confirm Initial Visit Uploads to Projects “Initial and Progress Pics, Vids, and Docs” Box Folder. Don’t forget full walkthrough video 0.5 lens
  • If Requested, Upload Estimate for out-of-pocket work to Projects “Estimate-Bill Upload Location” Box Folder. Can happen at any point throughout the Project.
  • If itel, all itel samples taken and sent out
• PM Review SS Tasks

REPAIRS: UNDETERMINED

• Rename Projects “2. SS Template” Box Folder to “2. SS. PM First Last. Client First Last. Worksite Address.”
• Select SS (In Bible)
• Assign SS as “viewer uploader”
• Connect SS and Client via Email w FollowUpThen (In Bible)
• PM Connect MV and Client via Text (In Bible)
• SS TASKS if Undetermined:
  • Must Book Appointment with Client within 4 business hours of receving the project
  • Scheduled Visit Occurred
  • If Client was unable to sign “New Project Form / Work Auth” help do it for them. PM will alert you if required
  • PLNAR Scan Completed upon visit
  • Confirm Initial Visit Uploads to Projects “Initial and Progress Pics, Vids, and Docs” Box Folder. Don’t forget full walkthrough video 0.5 lens
  • If Requested, Upload Estimate for out-of-pocket work to Projects “Estimate-Bill Upload Location” Box Folder. Can happen at any point throughout the Project. If OOP, Need Estimate.
  • If itel, all itel samples taken and sent out
• PM Review SS Tasks
• If 3rd Party Estimator: The Claims Ninja New Claim Entry Form. Share Projects MV and SS “Pics, Vids, and Docs” Folder as “viewer uploader”
• Create In-House Estimate for Insurance or if use a 3rd Party Estimator share info and receive Estimate
• Submit to Insurance
• Create In-House Estimate for SS or if use a 3rd Party Estimator receive Estimate. Upload SS Estimate to Projects “2. SS. PM First Last. Client 1 First Last.” Box Folder
• Revise w SS to consensus. Input into Project Finances. Can Request Exec
• SS TASKS if Undetermined (Cont…):
  • Accept Estimate from us. Uploaded to “Estimate-Bill Upload Location” Folder.

BOTH PREDETERMINED and UNDETERMINED pick up here:

• If Revision Request:
  • Revise
  • Resubmit
  • Repeat Revision Request Process if Required
• Approval. Alert PM (If 3rd Party Estimator)
• Approval. Input into Project Finances
• In OOP or Undetermined w Estimate provided by SS, if SS Bill too high, revise to consensus (only if approval is less than agreed SS Bill). Input into Project Finances. Can Request Exec
• ***** Invoice
• ***** Payment Paid via Insurance directly into account or via invoicing software to client or Extracted via FCCU once Client confirms funds deposited into their account). Payment Received. Input into Project Finances
• Request Exec Payment Out to SS
• Payment Out (done by Exec, checked off here by you)
• SS TASKS for both PreD and Und (tethered to their TASKS LIST):
  • Work Scheduled (Once payment inbound)
  • Confirm Work Commenced On Time
  • Project Progress and Final Uploads submitted to Projects “Initial and Progress Pics, Vids, and Docs” Box Folder
  • Weekly Update to PM
  • Alert PM Directly via phone call that “MV Task List” is complete!!! If No Answer, leave a Voicemail and Text, Counts as Completed Task

SUPPLEMENTATION PROCESS (once 90% of project complete or big change found)

• If 3rd Party Estimator: The Claims Ninja New Claim Entry Form. Share Projects MV and SS Folder Links and PLNAR Link
• Complete In-House or 3rd Party Supplement for Insurance
• Submit to Insurance
• If Revision Request:
  • Revise
  • Resubmit
  • Repeat Revision Request Process if Required
• Approval. Alert PM (If 3rd Party Estimator)
• Approval. Input into Project Finances

PROJECT COMPLETION

• PM Review SS Tasks during and upon Project completion:
  • Work scheduled when payment inbound
  • Confirm work commenced on time
  • Projects Progress Pics, Vids, and Docs
  • Project Completion
• Send COC / In-house Review to Client
  • Auto sends COC to Adjuster. Might need to manually send for release if incorrect inputs
  • Once Received Submit COC / In-House Review to Insurance via email
  • If 5 star, send Google review request
• Final Math in Project Finances
• ***** Invoice
• ***** Payment Paid via Insurance directly into account or via invoicing software to client or Extracted via FCCU once Client confirms funds deposited into their account). Payment Received. Input into Project Finances
• PM Review of Partner, MV (if MV), and SS
• Input all remaining fields into PB
• Project Completion Request
• Exec Review (Exec only):
  • Analyze Project
  • Review if not 5 stars
  • $ check
  • Kickback send to Partner(s)
  • If Requested, send lien release
  • Payment Out to SS
  • Complete

If Out of Pocket (Client upgrade or non-covered. Can happen at any point more than once):

• Option 1 PreD OOP: Done by 3rd Party.
  • Create Estimate – 20% for SS. Submit to SS via Projects “Estimate-Bill Upload Location” Box Folder. If rejected, revise to consensus. Cannot go less than 10% GP. Can Request Exec
• Option 2 Und OOP: SS Uploads to Projects “Estimate-Bills Uploads Location Box Folder, which alerts PM via email. If SS Estimate too high, revise to consensus
  • Create Estimate + 20%. Can Request Exec
• ***** Submit Estimate/Invoice to Client
• ***** Payment Paid and Received. Input into Project Finances
• Request Exec Payment Out to MV (where full/partial coverage denial picks up)
• Payment Out (done by Exec, checked off here by you)

If Change order from SS (can happen at any point more than once, and types overlap):

• SS Uploads to Projects “Estimate-Bills Uploads Location Box Folder, which alerts PM via email
  • If SS Bill too high, revise to consensus
• 1. If can get covered by Insurance, 3rd Party Supplement
  • Submit to Insurance
  • If Revision Request:
    • Revise
    • Resubmit
    • Repeat Revision Request Process if Required
  • Approval. Alert PM (If 3rd Party Estimatoe)
  • Approval. Input into Project Finances
  • ***** Invoice
  • Payment Paid via Insurance directly into account or via invoicing software to client or Extracted via FCCU once Client confirms funds deposited into their account). Payment Received. Input into Project Finances
  • Request Exec Payment Out to MV (where full/partial coverage denial picks up)
  • Payment Out (done by Exec, checked off here by you)
• 2. If Out of Pocket
  • Submit Estimate/Invoice to Client
  • Payment Paid via Insurance directly into account or via invoicing software to client or Extracted via FCCU once Client confirms funds deposited into their account). Payment Received. Input into Project Finances
  • Request Exec Payment Out to MV (where full/partial coverage denial picks up)
  • Payment Out (done by Exec, checked off here by you)
• 3. If cost we eat, input into Project Finances. Must Request Exec Review

If Lien Release Requested Upon Project Completion. Can Request Exec:

• Sent

If DEAD at any point after Contract signed:

• Submit Review Request
• EXEC ONLY Mark DEAD here by checking off Task
• In Box, PM drag to DEAD Folder

Tool Belt 

Email Templates

Common Objections and Retorts

Continuing Education

• Meetings 
• Assignments 
• Teams Updates:
  • Bible edits 
  • Fundamental reminders 
  • Announcements