At-Risk Ticket Closing Steps

Version History

Resolve the At-Risk Process

To resolve the At-Risk process, follow the steps below:

• Log in to HubSpot → https://app.hubspot.com/login
• Search and select the Company record for the At-Risk client.
• Select the At-risk ticket under the Ticket

✅ If Client is Saved:

• CS team sets Customer Saved = Yes
• Through Automation:
  • Client Status on Company updates to Monitor for 30 days
  • After 30 days, Client Status changes to Active
  • Cancellation Approval = No
  • At-Risk Ticket is closed

⚠️ If client becomes At-Risk again during Monitoring period → Create a New At-Risk Ticket

❌ If Client is Not Saved:

• CS Team sets Customer Saved = No
• Upload written cancellation notice
• Create Early Termination Fees Note → In the ticket body (middle section) go to “Notes”
  • Click on “Create Notes”
  • Type “#ETF” in the body → select the Cancellation ETF Review from the drop-down.
  • Fill in free text lines.
  • Click Save Note
• Enter RCM Cancellation Date (See below note and update accordingly)
• Cancellation Approval = Yes
• Ticket auto-closes when RCM Cancellation Date is entered
• Client Status → Automatically updated to Cancellation in Progress
• On RCM Cancellation Date → Status changes to Cancelled

⚠️ Note:

RCM Cancellation Date – RCM Cancellation Date refers to the final date on which Health Prime will cease all work on a client account. For RCM clients, this marks the end of the AR wind-down period, while for ITS clients, it indicates the complete termination of all services. After this date, no operational, technical, or administrative work of any kind will be performed on the account. This includes billing, follow-up, support, or system access. All teams must ensure that the account is fully deactivated, and no further activity occurs beyond this date.

If RCM Cancellation Date Changes or If Cancellation is Rescinded after the At-risk Ticket is closed

1. CS team submits a HubSpot support ticket via PrimeSupport under “Properties & Objects “ form to update the date.
2. Add a Note in the ticket explaining the change

Outstanding Invoice – If there is an outstanding invoice for the client then the at-risk ticket should not be closed until we have a final determination on the outstanding invoice amount as to whether it is fully paid or the account is being sent to collection. We will also need approval from Finance department to close the at-risk ticket.