Patient Service Tickets

These tickets are used to notify the Success Team of a patient issue with a particular patient account or overall issue item found.

The Success team can create these ticket types to notify patient relations that a call to patient needs to be made for example: a follow up call to the patient regarding an invoice question, to close the loop.

Create the Ticket

Click “+Add Ticket" from the company you are working on

1. In +Add Ticket you will do the following:

   1. Ticket name= Ticket type + Patient Account ID For Example: Balance dispute Acct 1234 or if not related to patient add short description: example- PFS-Statement update or PFS - New Stmt Minimum)

   2. Pipeline= Service Pipeline 1 [At Risk, Credit/Refund, Patient Collections]

   3. Ticket Status= Default to 1-Submitted (no need to alter)

   4. Ticket Type= Billing Issue

   5. Ticket Description= Add detailed, info on what the patient needs or what is being requested. If the account has multiple practices, indicate the practice name.

   6. Source- select Phone or email

   7. Ticket Owner= your name (do not reassign)

   8. Priority= Low

   9. Company= ensure the proper company name is listed (when selecting the company to create the ticket from be sure you are in the correct practice- look for parent account if needed)

   10. Contacts- can be left blank for Patient relation tickets. 

2. Click Create

Task creation

Click on “Tasks”

1. Click Create Task

2. Assign to Advisor/ Ops consultant OR to the PFS Manager/TL

3. Type: To-Do

4. Priority: NONE is fine

5. Allow 3 days for response

6. Email reminder day of at---select time or leave as default up to you.

Success Team or Manager Actions: The owner of the task will be notified of to do item and will take the following action:

1. Mark task completed once action has been taken

   1. Send notice to ticket owner from task by @ ticket owner with a note or use “Create Note” with @ ticket owner name and provide details on resolution of request, instructions, etc.

   2. Mark task completed

Ticket Owner: Is notified of response notes via email and notifications in Hubspot.

Ticket now requires review by the owner and the following actions will then be taken:

1. Mark action under Patient Relations section of ticket:

   1. Patient billing issue Resolved & Communicated: Yes or No

   2. ticket/ task notes should contain a brief statement of resolution (example: w/o taken per note)

2. Ticket will automatically move to completed.