Primary Delay22.7 days stuck in "Ready for Scheduling"
⏱️
Total Delay24.2 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
22.7d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.7d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
3.5d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
3/10/26 AJinerson - Received call back from site manager Heather Settle confirming tech visit for tomorrow, 3/11 between 12pm-2pm.
Updated POC onsite:
Heather Settle
407-943-7895
kisstoho@evernorth.com
3/10/26 AJInerson - Sent email to kisstoho@evernorth.com offering tech visit on Weds. 3/11 between 12pm-2pm.
3/10/26 AJinerson - Called office at 407-943-7895. Spoke with staff who said Site manager is: Heather. Heather is unavailable but they took my contact number to have her call us back. Also gave an email to try:
kisstoho@evernorth.com
3/10/26 AJinerson - Called secondary number for Stephanie Brownlow, but she confirmed she is NOT the contact to schedule this location with. Please call office at: 407-943-7895
3/10/26 AJinerson - Called first number listed for POC 623) 277-1594, but it went straight to busy tone.
🔧Work Performed
3/11/26 AMW - Performed annual inspection on all medical equipment located. Total of 45 pieces of equipment inspected. ALL PASS. Notified POC of inspection findings and completion.
🔍Technician Findings
3/11/26 AMW - Perform annual inspection on all medical equipment located. Notify POC of inspection findings and completion.
⚠️Problem Description
Annual Equipment Electrical Safety Test And Calibration Service
Equipment - 36
https://www.ebiotrack.com/inspection.php?iid=32903
📧
Email:RE: EMSAR Service Request - Cigna - City of Kissimmee - 100 N. Alaska Ave Kissimmee, FL 34741 - WO-01349898
Completed Mar 10, 2026
From: KISSTOHO@Evernorth.com
To: abby.jinerson@emsar.com
Hello,
Yes, tomorrow will be fine
Thank you
Heather Settle
Lead Medical Assistant
City of Kissimmee/TOHO Evernorth Clinic
100 N. Alaska Ave
Kissimmee,Fl 34741
Phone: 407-943-7895
Fax:833-880-4480
Heather.Settle@evernorth.com <mailto:Heather.Settle@evernorth.com>
Certified Preceptor | providing guidance through experience
Confidential, unpublished property of Evernorth. Do not du
📧
Email: EMSAR Service Request - Cigna - City of Kissimmee - 100 N. Alaska Ave Kissimmee, FL 34741 - WO-01349898
Completed Mar 10, 2026
To: kisstoho@evernorth.com
CC:
BCC: abby.jinerson@emsar.com
Attachment: --none--
Subject: EMSAR Service Request - Cigna - City of Kissimmee - 100 N. Alaska Ave Kissimmee, FL 34741 - WO-01349898
Body:
Good afternoon, Heather,
I'm reaching out to schedule our technician's visit for the Annual Inspection Service on the medical equipment at the below location.
Cigna - City of Kissimmee - 100 N. Alaska Ave Kissimmee, FL 34741
We currently have our technician available to visit on-site tomorrow
📋
Outbound to +14079437895
Completed Mar 10, 2026
3/10/26 AJinerson - Called office at 407-943-7895. Spoke with staff who said Site manager is: Heather. Heather is unavailable but they took my contact number to have her call us back. Also gave an email to try:
kisstoho@evernorth.com
📋
Outbound to +16239104941
Completed Mar 10, 2026
3/10/26 AJinerson - Called secondary number for Stephanie Brownlow, but she confirmed she is NOT the contact to schedule this location with. Please call office at: 407-943-7895
📋
Outbound to +16232771594
Completed Mar 10, 2026
3/10/26 AJinerson - Called first number listed for POC 623) 277-1594, but it went straight to busy tone.
Mar 10, 2026 2:39pm
@Anthony Wright Hi Anthony, just a heads up - this inspection site just confirmed for 2nd stop tomorrow 3/11 between 12pm-2pm.
Mar 10, 2026 2:40pm
@Scott Berry Hey Scott - we have an updated POC for this location moving forward. Please see below. Thanks!
Updated POC onsite:
Heather Settle
407-943-7895
kisstoho@evernorth.com
📅
WO-01349898 - Inspection - DD: 4/30/2026 - - Kissimmee - Cigna - City of Kissimmee
Mar 11, 2026 12:00pm – 2:00pm
Work Order: WO-01349898
Account: The Cigna Group
Customer Case Number:
Location: Cigna - City of Kissimmee
Address: 100 N. Alaska Ave, Kissimmee, FL 34741
Manufacturer:
Model #:
Serial #:
Contact Name: Heather Settle
Contact Phone: 407-943-7895
Contact Email: kisstoho@evernorth.com
Due Date: 4/3
Timeline
📞
Case Linked Feb 5, 6:00 AM
Case Number:00565555
Subject:eBiotrack - Automated New Inspection Created
Status:Closed
📋
▶
2
Work Order Created Feb 5, 1:18 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Foley
From:Entered
To:Ready for Scheduling
Duration in Previous:0m
🚨23.0 business days
👷
▶
2
Status: Assigned Mar 10, 2:23 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician:Anthony Wright
🗓️
▶
2
Status: Scheduled Mar 10, 2:38 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For:2026-03-11T16:00:00.000+0000
🔧
Status: Tech On Site by Anthony WrightMar 11, 11:44 AM
From:Scheduled
To:Tech On Site
Duration in Previous:21h 5m
⏱️
3x Labor Added Mar 11, 11:54 AM
Type:Labor, Travel
Status:Open
Qty:0.5, 16, 60
⏱️
▶
2
2x Labor Added Mar 11, 3:48 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From:Tech On Site, Completed
To:Completed, Closed
Duration in Previous:4h 3m, 0m
⏳4.0 business days
📄
Status: Ready to Bill by Diane PattonMar 16, 1:13 PM
From:Closed, Ready to Bill, Invoice Pending
To:Ready to Bill, Invoice Pending, Invoiced
Duration in Previous:4d 21h, 0m
⚠️5.0 business days
🧾
Invoice Created Mar 20, 11:08 AM
Invoice Number:SM-256635
Bottlenecks
Ready for Scheduling
Duration: 22.7 business days (threshold: 1.0 business days)
Exceeded by 21.7 business days
Closed
Duration: 3.5 business days (threshold: 1.0 business days)