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WO-01304340 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Philips Hwy — 4250 Philips Highway, Unit 100, Jacksonville FL, 32223

Sep 15, 2025 → Oct 27, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (17 biz days late)
Active: 29 biz days
🕐 Clock stopped: Completed (Oct 27, 2025)
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Ready for Scheduling
Sep 15 → Sep 30, 2025
11 business days (counted)
Running total: 11 of ? biz days used
18d
▶ Clock Running
Status: Scheduled
Sep 30 → Oct 27, 2025
18 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 29 of ? biz days used
Created: Sep 15, 2025 Completed: Oct 27, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0
Sep 15 → Sep 30 Ready for Scheduling ▶ Running 11 11
Sep 30 → Oct 27 Scheduled ▶ Running 18 29
Oct 27 → Oct 27 Tech On Site ▶ Running 0 29
Dispatch 0.0d
Coordinators 30.6d
Field Work 0.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
30.6 days
Over SLA
Field Work
0.2 days
Created: Sep 15, 2025 Due: Nov 26, 2025 Completed: Oct 27, 2025 (30 days early)
📅
30.0 days Total Age
⏱️
18.6d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
28.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00527056
eBiotrack - Automated New Inspection Created
Closed
Initial Annual Inspection Service Equipment: 41 https://www.ebiotrack.com/inspection.php?iid=30064
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lizzette Sierra-Macabasco
Owner
Shelby Robinson
Created
Sep 15, 2025
Work Orders from this Case (1)
WO-01304340 (current) Invoiced
Inspection • Anthony Wright
Created: Sep 15, 2025 • Closed: Oct 27, 2025
Completed with significant delays
Invoiced • 170 days old
🚨
Primary Delay 18.6 days stuck in "Scheduled"
⏱️
Total Delay 28.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
12.0d / 1.0d SLA
Scheduled
18.6d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED


9/30/25 AJinerson - Called and confirmed w/ Melody Landoff to schedule tech visit for end of Oct. per their request*

Confirmed for Monday, 10/27 with eta between 10:30am-12:30pm. 

Confirmed Melody will be POC this day and phone number is 904-889-3370. 

Melody said arrival instructions: 

They are in the Walmart Plaza, and a Conviva Senior Center. 


09/23/2025 LHill-updated contact in SMX and EBT to Melody Landoff.


09/23/2025 LHill-emailed Dylan/Acct Mgr. with issues Mandy was having calling EMSAR in the past. See logged email.


09/23/2025 LHill-spoke with Melody Landoff at 904-839-1018. she confirmed she is the contact and confirmed equipment. Best way to reach her is on her work cell at 904-889-3370. She stated she has had issues in the past when calling EMSAR that she gets transferred everywhere and no one ever calls her back. I advised I would let the Acct. Mgr. know about this issue.


Scheduling ahead needed: Yes 

Certain day or time: M-F 8AM-5PM 

Confirmed contact information is correct: Yes 

Anything additional needed for tech to gain access to the facility: No



09/23/2025 LHill-rec'd call back from Jamie at 9043788520. She advised that her and Lizzette are not at the 4250 Philips Highway location. I need to call 904-839-1018.


09/23/2025 LHill-sent email to Lizzette at lsierra@convivasolutions.com to confirm contact & equipment.


09/23/2025 LHill-LM at 904-378-8520 for Lizzette Sierra-Macabasco to confirm contact & equipment. Operator said she would give message to supervisor to return call.

🔧 Work Performed
10/27/25 AMW - Performed annual inspection and calibration service on all medical equipment located. Total of 45 pieces of equipment inspected. ALL PASS. Notified POC of inspection findings and completion.
🔍 Technician Findings
10/27/25 AMW - Perform annual inspection and calibration service on all medical equipment located. Notify POC of inspection findings and completion.
⚠️ Problem Description
Initial Annual Inspection Service Equipment: 41 https://www.ebiotrack.com/inspection.php?iid=30064

Timeline

📞
Case Linked Sep 15, 1:00 AM
Case Number: 00527056
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 15, 11:41 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 12.0 business days
🗓️
▶
3 Status: Scheduled Sep 30, 3:12 PM
Status: Scheduled → Dispatch Scheduled → Technician Assigned
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-10-27T15:00:00.000+0000, 2025-10-27T12:00:00.000+0000
👷
Technician Assigned by Ben Saur
Technician: Anthony Wright
🚨 19.0 business days
🔧
Status: Tech On Site by Anthony Wright Oct 27, 10:13 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 26d 19h
⏱️
2x Labor Added Oct 27, 10:44 AM
Type: Labor, Travel
Status: Open
Qty: 3, 156
⏱️
▶
2 3x Labor Added Oct 27, 11:39 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From: Tech On Site
To: Completed
Duration in Previous: 1h 26m
🏁
Status: Closed by Anthony Wright Oct 27, 11:46 AM
From: Completed
To: Closed
Duration in Previous: 5m
📄
Status: Ready to Bill by Diane Patton Oct 28, 10:27 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 22h 41m, 0m
⏳ 4.0 business days
🧾
Invoice Created Nov 2, 9:22 PM
Invoice Number: SM-244920

Bottlenecks

Ready for Scheduling
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days
Scheduled
Duration: 18.6 business days (threshold: 2.0 business days)
Exceeded by 16.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00527056
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Oct 27, 11:00 AM
Created
Sep 15, 11:41 AM
Invoice #
SM-244920

Work Details (5)

Name Type Status Qty Amount Date
WL-02985170 Labor Open 3 $0.00 Oct 27, 10:44 AM
WL-02985171 Travel Open 156 - Oct 27, 10:44 AM
WL-02985244 Labor Open 1.5 $1,292.00 Oct 27, 11:39 AM
WL-02985245 Labor Open 0.25 $0.00 Oct 27, 11:39 AM
WL-02985246 Travel Open 8 - Oct 27, 11:39 AM

Details