What is Automated Outreach?
Automated Outreach on chase creation is taking automation a step further. It's the ability to auto-generate a provider packet and assign a commitment date to chases when they are created in the system and retrieval is ready to begin. This follows the same criteria as weekly statements in that the AID needs to be PSR retrieval method, validated, and not in special handling. This can be set up using the Automated Outreach Toggle and Days before Overdue field in SO settings. When new chases are created, most likely via data load, but could also come from manual chase creation or a pursuit, if the designated AID is validated, the provider packet will automatically be sent and we will set a commitment date based on how many days your organization chooses. So if a packet is sent on Jan 1st, and the days before overdue is 21, then the provider will move from Scheduled to Past Due on Jan 22nd.
The Past Due designation would then trigger your outreach team to call the provider to find out status of the charts. Again, you can set the number of days to whatever your organization determines suitable.
Note: Automatic Outreach will not occur until the project start date so this needs to be accurately maintained. This allows time between data load and retrieval efforts starting if needed. The system will look back 7days when determining anything new that should be outreached.
What are the benefits of using Automated Outreach?
More charts in the door! Less manual work! Automating provider packets to send to providers at validated address increases the likelihood of receiving medical records without the need to perform manual outreach. Requests get out the door sooner giving more time for providers to return records as well as getting the request out before others. Providers benefit too! Less phone calls to disrupt their busy day while also providing a simple way to upload records.
How often are Automated Outreach requests sent?
The automated outreach process checks the system for newly created chases nightly. If there are any newly created chases in the last 7 days at a validated address, that is PSR retrieval method and not in special handling, the process will send out the automated requests that evening.
What information is provided in the Automated Outreach request?
The Automated Outreach request sends the provider packet via fax or email just as manually triggering the request from the platform would.
Will all addresses fall into Automated outreach?
No, these automated requests will only be sent for Addresses marked as 'PSR'. The address also needs to be marked as valid. (providers and contact information validated). Automated outreach will send the provider packet to the preferred contact method of the address if it is set to fax or email. If a preferred method is not set, the system will try via email if one exists and fall back to fax. Addresses in a SH status will not be part of the automated outreach process. Requests will not be sent automatically to addresses marked as ‘3rd party’, ‘EMR’, or ‘Field Tech’.
What email address or fax will the Automated request come from?
Requests generated from Automated Outreach are sent from [email protected] if done by email. They will send from the fax number configured for the SO if being sent via fax.
Can a Provider respond to an Automated Outreach email?
No, a provider is not able to directly respond to an email request. If the provider wishes to speak to someone, a phone number is provided in the email.
Can Providers submit records through the email?
No, a provider is not able to directly respond to an email request. In the request, there is a link to Reveleer’s secure medical record upload portal with a security code. Providers will be able to use the Reveleer’s secure medical record upload portal for uploading medical records.
Is there a Provider Packet associated with Automated Outreach?
Yes, the provider packet will contain everything that’s been configured for the project. It will behave the same way manually sending a request does today and use the template for initial or follow up request based on the chases included in the request. If all the chases haven't had outreach done already it will be a new request. If some chases are added to an existing project where outreach has already been performed for existing chases, the automated request will include existing chases along with the new ones and be a follow up request. The provider packet can be downloaded from the contact history of an Address, under the Provider Packet.
Can I disable Automated Outreach?
Yes, there is a toggle in Service Organization configurations which allows Admins to disable/enable Automated outreach for the entire organization.
What if specific Providers do not want to receive Automated Outreach?
If a specific address does not want to receive Automated Outreach a SH reason can be added to have it fall out of the process. The address can also not be validated as we only send to validated addresses.
Will Automated Outreach appear in the Address Timeline?
Yes, Automated Outreach will appear in the address timeline the same as if it was done manually. It will show up as being generated by the system.
Will Automated Outreach appear in the Address Contact History?
Yes, Automated Outreach will appear in the contact history the same as if it was done manually. It will show up as being generated by the system.
How do I know that the Provider received a request via Automated Outreach ?
You can verify that the provider was sent a request by checking the address timeline or contact history. It will indicate that the email/fax was sent by the system.
What email or fax will the Automated request be sent to?
Automated requests are sent to the contact email address or fax number associated with the Address.
Will Pended chases appear in Automated Outreach?
No, Pended chases will not be included in Automated Outreach attempts.