KAREO Notice of Cancellation SOP

Cancellation Requests All should be sent from the cancellation At Risk ticket by a Manager, Director or BPA unless otherwise noted.

Types of cancellations:

• Full account cancellation: Cancel the entire account

• Deactivate Module/Provider: Cancel a module and/or deactivate a provider

• Transfer of Ownership: Cancel as a Health Prime customer and transfer ownership to practice as a direct Kareo customer (DOWNGRADE)

All requests for cancellations must be sent to HPIcancellation@kareo.com by a Health Prime director/manager/supervisor. This will create a case for the Kareo Loyalty Team to process. You will receive a case number with your email that needs to be documented in your Hubspot Cancellation ticket.

Full Account Cancellation Process (Cancellation Ticket)

Hubspot email Template found in Cancellations Folder

Email Subject: Full account cancellation +Kareo ID

Body of Email: include the following information for quicker processing:

• Account Name:

• Practice contact that will be the new account owner

  • Name

  • Phone

  • Email

• Last date of service (include any wind-down period)
  
  

Once the email is received, Kareo Loyalty Team will take the following steps:

1. Verify information is not missing or unclear.

2. Initiate internal cancellation process with Accounting.

3. Send a confirmation email after cancellation is fully completed on the last date of
   service.

Deactivate Module/Provider Process (Data Service Ticket)

Hubspot email Template found in Data Service Folder and should have a manager on the email to Hpicancellation@kareo.com

Email Subject: Deactivate Module/ Provider +Kareo ID

Body of Email: include the following information for quicker processing:

• Kareo ID (preferred):

• Account Name:

• Cancellation Type: Deactivate Module/Provider

• Practice/Module/Provider as applicable

• Effective Date for deactivation for module/ provider

Once the email is received, Kareo Loyalty Team will take the following steps:

1. Verify information is not missing or unclear.

2. Complete steps to deactivate.

3. Send a confirmation email after cancellation is fully completed on the last date of service.

Transfer of Ownership (Downgrade- Cancellation Ticket)

Hubspot email Template found in Cancellations Folder

Email Subject: Transfer of Ownership (PMB Downgrade) +Kareo ID
Body of Email: include the following information for quicker processing:

• Kareo ID (preferred):

• Account Name:

• Cancellation type: Transfer of Ownership

• Practice contact that will be the new account owner:

  • name

  • phone

  • email

• Last date of service (include any wind-down period)
  
  

• Once the email is received, Kareo Loyalty Team will take the following steps:

1. Verify information is not missing or unclear.

2. Reach out to practice contact to accept terms and ownership.

3. Have practice add admin user and update payment information.

4. Submit IT ticket to remove HPI users (and Patiently Speaking users).

5. Send a confirmation email after transfer is fully completed on the last date of service.

Kareo will complete the following depending on action, as needed

• Create RCM Support case for accounting

• Send Transfer of Ownership

• Direct customer on how to update payment information online if needed

• Manage user removal

• Update statement global message and settings to remove PMB

• Generate Enrollments Case

• Manage Downgrade (Providers, Practice, Assigning CSC if needed)

RCM Help Desk/ Cancellation team will take the following actions depending on request, as needed:

Health Prime will be notified once cancellations or deactivation are completed and can then go into Kareo SupportTools to run or reverse RCM scripts.

1. Move all existing clearinghouse enrollments with Waystar from RCM Domain to Kareo Non-RCM Domain within 2 business days of termination date.

2. Remove account from Patiently Speaking activity (KMAN)

3. Remove or initiate any PMB Scripts in support tools