Special Handling
Frequently provider offices have certain processes or protocols that differentiate them from the majority. For example, there may be a group that requires centralized collection across different addresses. For these situations, “Special Handling” is enabled, which allows the AIDs to be removed from general outreach/GetNext.
The Special Handling Manual provides an overview of how to navigate and use Special Handling tools within the platform.
Suggested Special Handling Team Workflow
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Special Handling
1. Loads Data File: New data has been uploaded into the platform for a project
2. Chases identified as Special Handling at load: At data load, specific chases are identified as Special Handling. The Addresses associated are then flagged Special Handling
3. Project Active, Release to Production: Project is ready for retrieval outreach
4. Moves to Special Handling Module: Special Handling addresses are available for review within the Special Handling retrieval module
5. Call: Chase(s) can be identified as Special Handling on a call vs. on data load
6. Flagged SH and SH Reason Selected: Any user with access to an Address ID can enable Special Handling manually by flagging the AID and selecting the Special Handling Reason
7. Special Handling Reason and Method Determines Workflow: User with Special Handling permissions determines next steps based on Special Handling reason
8. Project Ends. Chases are retrieved/pended: Based on retrieval outcomes, Chase(s) should be in a completed or pended status by end of project
Types of Special Handling
Special Handling Reason: | Description: |
Do Not Call | Location that should not receive call outreach |
Single Point of Contact | Addresses that have or has requested a single point of contact |
Centralized Collection | Groups that require centralized collection across different addresses |
Communicate Via Email Only | Location that requests communication via email only |
Custom Pull List | Address requires a custom pull list to be sent |
Hospital Corporation of America (HCA) | Site has partnership with Hospital Corporation of America (HCA). HCA requires Schedule A / additional data required by HCA Hospital to HCA or Vendor OR Clinic Schedule A / additional data required by HCA Clinic |
Large Site | Addresses with high chase counts |
Managed Vendor | Site is handled by a Managed Vendor (i.e. Ciox, Verisma, ShareCare, MRO, Scanning Sherpas or Medicopy) |
| Research Required | Internal investigations, fax checks, portal checks |
Other | Any other reason that requires an Address to be removed from the general workflow of calls |
Additional Information