Welcome
Login  Sign up

Retrieval Pends

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

A screenshot of a diagram

Description automatically generated with low confidence

(Right click to open in new browser window)  

Pended Chases 

  1. Chase Pended: Chase is escalated because additional information or other assistance is required for chart collection
  2. DECISION: Chase is Pended to Customer for Response: Pend ownership is “Client”, Pend status is “New”
  3. 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”
  4. Customer Does Not Respond to Pend: Pend/Chase is not worked by Reveleer. Pend owner is “Client” status is “New”
  5. Project Closes: Chase remains Pended in the ownership of Customer. 
  6. DECISION: Review of Pend: Reveleer's Pend team determines next steps based on information/guidance received from the Customer. 
  7. Request to Close Chase: Customer decided records are not needed for Chase and updated Reveleer's Pend Team.
  8. 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”
  9. 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”.
  10. 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”.
  11. DECISION: Outreach: Pend is resolved. Chase is now receiving outreach by Retrieval Team. Pend owner is “Reveleer” status is “Resolved”.
  12. Resolve Pend, Continue with Retrieval: Chase is now receiving outreach by Retrieval Team.
  13. 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”
  14. 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

Working on Pends

Pend Details Overview

My Pends Overview

Change Pends

Resolving or Closing a Pend



Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.