Resolving Teams
When CS handles an admin request entirely on our own or provides client education that fixes the issue, this is the resolving team.
What is CS?
Use this label when a ticket's resolution or next step is pending a Customer's answer.
What is Awaiting_Customer_Reply?
When you receive a request that proposes new features of functionality, this is the appropriate ticket type.
What is Feature Request?
This product line should be used when a client can't access ANY application.
What is Platform?
TRUE or FALSE: When tracking the resolving team, you should only list the FINAL team that closes the ticket, not all teams involved in moving the case toward resolution.
What is FALSE? (Resolving Teams should reflect ALL teams actively involved in moving a case toward resolution)
When a live, client-facing troubleshooting call occurs during the handling of a ticket, apply this label.
What is Live_Call?
When a client provides feedback on a recommendation or appeal letter's quality, this is the appropriate ticket type.
What is Algorithm Improvement Opportunity?
Issues related to incorrect or missing data in the metrics dashboard should use this product category.
What is Metrcis?
For a Request that originally required a PIN investigation ticket but was turned into a TechOps ticket, what resolving team(s) should be included?
What is TechOps?
You should use this label when the steps to resolve a ticket are undocumented.
What is Documentation_Needed?
This ticket type should be used when there's a gap in user understanding that requires education, not a product change.
What is Product Education?
When an issue pertains to the Working Summary, use this product line.
What is Notes?
What is the Resolving Team for this ticket?
"Client submits Prebill clinical feedback: 'This recommendation for Sepsis shouldn't have been generated because the patient had clear documentation of sepsis in the H&P.'"
As the support analyst, you verify the recommendation is still open and engage the CE team and they provide you with more information that allows you to provide guidance to the client.
CE (Previously ClinOps)
When should you use the Misc Label.
What is reserved for issues that do not fit into any other component category; use sparingly?
A client reports: "When I click the 'Export' button in the metrics dashboard, nothing happens and no file downloads." This is the correct ticket type because the product feature is not functioning as intended.
What is Product Bug?
A client calls saying: "None of my team members can log into the application this morning. We keep getting an error message that says 'Unable to upload letter'.
Use this product line.
What is Denials?
What is DE (Data Engineering)?
"Here is your one-time passcode 123456789. To view your message, enter the code in the web page where you requested it. NOTE: This one-time passcode expires 15 minutes after it was requested."
Product: Internal
Ticket Type: Misc
Label: Canceled_Ticket
A client asks: "Acct ID 123456789 has an account hold that's been stuck for over 12 days."
You submit a PIN ticket for investigation. What Ticket Type do you use?
What is an Account Holds Issue?
A client reports: "The charge capture recommendations in my workflow aren't generating correctly, and I'm missing potential revenue opportunities." This is the correct product line for issues involving charge-related functionality or workflows.
What is Charges?