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NSOR: Work vent & question
I manage a surgery center and in December we applied for a new certification. The application process is 2 steps- first you apply and prove you meet minimum requirements set by the state, once you get that approval, you send in a very lengthy application with tons of attachments of policies/procedures, licenses, etc. The 2nd app is sent directly to 1 person (not to a department) for review. We got the approval for meeting the minimum requirements quickly and I had already gotten the 2nd application ready to send off, so by early December I had mailed the entire app. I got a reply from the lady who reviews it asking for 3 more documents, I sent those by fax and snail mail to ensure she got a copy. I haven't heard anything from her since- she requested the documents on December 19 and they were faxed/mailed on the 20th.The original approval said the entire process would take 3 weeks or less. The woman reviewing the application has never answered her phone or returned calls when I called while filling out the application, but she would reply to an email in less than one minute. Her request for documents came through email.
My boss is driving me INSANE about this and asks me constantly why we haven't heard anything, maybe the docs got lost, we aren't going to get approved, etc. He asks me to call or email the lady every single day. I did call and leave a voicemail and have emailed twice asking her to confirm that she received the documents she requested to complete our application and haven't gotten any reply. I am going to throatpunch my boss if he asks me to call/email her anymore. I don't want to seem pushy and obnoxious but I can't stand my boss on my back about it either.
So, question- what would you do? Would you call/email anymore or just wait it out and tell my boss to shut the eff up?
Re: NSOR: Work vent & question
Maybe the lady has been on vacation or out of the office?
Give your boss documentation of every phone call you've made, every voicemail you left and every email you sent.
I strongly encourage you to copy your boss on the next email. It's amazing how an extra name on an email can get a response.
This. Plus it'll help to get him off of your back when he can see that you're trying to follow up.
Is there a receptionist or something at her office that you can call and say Hey, I haven't heard back from so and so after several attempts, has she been in the office? Is there anyone else I'd be able to speak to about our application? It's taking longer than the specified 3 weeks, yadda yadda. If you can get more people involved and draw more attention to it you are more likely to get an answer.
Thanks for the replies and sorry for my delayed response (no nesting at work). My boss has been cc'd on all emails and he heard me leave the voice mail for her. I make sure to document EVERYTHING and to communicate with him well. I spend 99% of my work day with my boss in a small lab, so he's aware of the time I've spent on this project.
Unfortunately, there is no receptionist or anyone else who can help me. During the holidays, she had an auto-reply for her email and her voice mail had dates/times she would be out of the office, since I haven't gotten a reply in email and her voice mail says she will return calls within 48 hours, I'm assuming she isn't on vacation or out of the office. I called one other contact I have at the company and she said she couldn't give me any info pertaining to our application because she is not part of the review. She insisted I contact the person who reviews it- I did explain to her that I wasn't getting any reply and my contact didn't know what else to offer. Oh well..it is what it is! I can only wait and see and hope I don't throat punch my boss in the mean time. Felt good to vent about it though lol