Pause outreach for a group of patients

Where to pause outreach based on your situation

Organization administrators can pause outreach at three levels: call schedule level, location level and payor level. The choice of level depends on your reason to pause.

Risk to pausing outreach for a group of patients You should only pause outreach when necessary and ideally for a short period of time. Pausing outreach for a prolonged period of time can cause the call queue to build up and hinder the system's valuable ability to call patients on the exact date they are eligible for supplies. When you unpause outreach, any active notifications from the backlog will be triggered immediately for outreach. Pausing outreach also means a potential loss in revenue as supply requests will not be filled in a timely way when patients become eligible.

Pause outreach at the call schedule level (organization administrators only)

Potential reasons to pause:

a.    Initial patient and order import—pause outreach for all patients until the import results are reviewed and training has occurred.
b.    Too many supply requests—use this method if the issue is seen across the organization. If the issue is location-specific, you should pause at the location level instead. Re-enable notifications when you are ready for more supply requests. See warning above.

Step-by-step instructions

1. On the Call schedules page, click the required call schedule.
2. At the bottom of the page, click Edit.
3. From the Resupply notifications list, select Disabled.
4. Click Save.

Pause outreach at the location level (organization administrators only)

Potential reasons to pause:

a.    Too many supply requests—staff at the location is unable to keep up with supply request volume. See warning above. 
b.    Staff shortage—for example, vacation, office closure, etc.  See warning above.  
c.    Natural disaster.

Step-by-step instructions

1. On the Locations page, click the relevant location.
2. At the bottom of the page, click Edit.
3. From the Notifications from this location list, select Disabled.
4. Click Save.

Pause outreach at the payor level (organization administrators only)

Potential reasons to pause:

a.    Change in relationship with the payor—if this change affects how supply requests are billed, you may want to temporarily pause outreach until you resolve it.
b.    Change in reimbursement rules/schedule—you can pause outreach to understand new rules, then re-enable notifications.
c.    Claims hold—if you have a payor on claims hold, you can pause outreach until you resolve the issue.

Step-by-step instructions

1. On the Payor page, click the relevant payor.
2. At the bottom of the page, click Edit.
3. From the Resupply notifications list, select Disabled.
4. Click Save.