TABLE OF CONTENTS
Pend Management
A Chase is ‘pended’ when there is an obstacle that will prevent retrieval on a chart. An obstacle can come in many forms and will be classified by the specific pend code selected. A Pend Code is an alphanumeric code used to identify a pend which is an escalation on a Chase.
For example, being unable to reach a facility, even after research has been conducted; or a given member has not been seen for the measure that is being requested, etc. The creation of a pend allows for an escalation to the Customer whereby intervention measures will lead to a higher probability of chart retrieval. Failure to pend a Chase will decrease the probability of collected charts.
NOTE: Retrieval pends are worked by Reveleer’s escalation team for Services Customers only. If the Customer is set-up for co-retrieval, the chase Retriever must be Reveleer. This means the Retriever for a chase must be updated from Client to Reveleer.
The Pend Dictionary provides an overview of all pend codes with a description associated with it.
Definition of Pend Statuses
Pend Status | Description |
New | Pend has been created and has not yet been worked |
In Progress | Pend has been viewed and a response is submitted |
Resolved | Pend has been viewed, response is submitted, resolve selected or requested |
Closed | Closing a Pend closes the associated chase; Pends are generally only closed when the Client provides guidance stating to do so. |
Pend Management Process, Reveleer and Customer
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Pended Chases
- Chase Pended: Chase is escalated because additional information or other assistance is required for chart collection
- DECISION: Chase is Pended to Customer for Response: Pend ownership is “Client”, Pend status is “New”
- Customer Responds to Pend: Pend is updated with a response for next action to take. Pend ownership is updated to “Reveleer”, and the Pend status is updated from “New” to “In Progress”
- Customer Does Not Respond to Pend: Pend/Chase is not worked by Reveleer. Pend owner is “Client” status is “New”
- Project Closes: Chase remains Pended in the ownership of Customer.
- DECISION: Review of Pend: Reveleer's Pend team determines next steps based on information/guidance received from the Customer.
- Request to Close Chase: Customer decided records are not needed for Chase and updated Reveleer's Pend Team.
- Workable Pend: Based on information/guidance provided by Customer, Pend can be worked by Reveleer's team. Customer changes the ownership to “Reveleer” and status to “In Progress”
- Identified Need for More Information Needed from Customer: Based on information/guidance provided by Customer, Pend cannot be worked by Reveleer's team. Reveleer updates the Pend owner to “Client”, Pend remains “In Progress”.
- Pend Team Closes Chase: Reveleer Pend Team closes the Pend which closes the Chase. Pend owner is updated to “Client” and the status to “Closed”.
- DECISION: Outreach: Pend is resolved. Chase is now receiving outreach by Retrieval Team. Pend owner is “Reveleer” status is “Resolved”.
- Resolve Pend, Continue with Retrieval: Chase is now receiving outreach by Retrieval Team.
- Unable to Resolve, Attempts Exhausted: Chase received outreach by Retrieval Team - unable to retrieve charts after multiple attempts. Pend owner is updated to “Client” and status is “In Progress”
- Pend to Customer: Chase is escalated to Customer because additional information is required for chart collection. Pend owner is updated to “Client” and status is “In Progress”
Additional Information
Retrieval Pends