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Special Handling


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 FileNew data has been uploaded into the platform for a project 

2. Chases identified as Special Handling at loadAt 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 

Special Handling


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