Overview
Account holders can request to have their denied dispute re-investigated by calling in and working with an intake user or submitting the request through their self-service portal if enabled. Explain the reopen criteria as dictated by internal guidelines, if any. Consider if users need to notate any work relating to reopening the case including denying the reopen request.
How-To
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Other Actions
The Other Actions menu offers additional actions and information that allows the user to effectively work the task.
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Mark Assignment As Unworkable
Assignments that cannot be worked due to a technical issue can be marked as unworkable. This action will move the unworkable task to the Unworkable Assignment Group where leadership can review the scenario and take steps to resolve it.
Technical errors that require the task to be marked as unworkable include QFD not reflecting correct data or when a user takes an action on the task, the action does not process and the assignment loops.Use the example claim you've prepared for the walkthrough.
Step 1: Click the Review Re-Open Request button.
Step 2: Determine if the case should be re-opened by reviewing the responses to the reopen form
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Step 3A: To reopen the claim, select Yes from the Approve Request drop-down
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Determine if provisional credit should be issued by answering Yes or No to "Would you like to issue provisional credit?" Defer to internal best practices.
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Step 3B: To deny the reopen request, select No from the Approve Request drop-down.
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Step 4: Click the Apply button
Step 5: Click the Process Actions button
Other Actions
There are no additional actions available to users on this assignment.
