Editing Task Work with a Soft Hold

Global Elements

Name	Value
Task Name
Task Type
taskTitle	Work with a Soft Hold
scenarioText	In a previous task, you discovered that Terri is on a “Soft Hold,” which indicates that she has owed at least $200 on her account for more than 30 days. Whenever you see this notification, you should initiate a collection attempt. To do so, you’ll need to verify the balance owed, identify the Party Responsible (PR), and follow your manager’s guidance on how to proceed.
whyImportant	As a business, we rely on consumers paying their due balances. Notifications for Soft Holds will automatically pop up during transactions as a reminder to collect. Look out for these notifications, and take advantage of every opportunity to collect payment.
conclusion	Well done! You reviewed the Soft Hold notification, and looked up all of the necessary information to begin a collection attempt for Terri’s account. You may now exit this tutorial.

Task Steps

Order	Step Text	Edit
↑ 1 ↓	We’ll start back in Terri’s profile, looking at her F9 Notes popup. These notes hold very important information, so be sure to read them thoroughly. Remember, the Soft Hold means she has owed at least $200 for more than 30 days, so it’s time to initiate a collection attempt. For training purposes, select the hold date to show that you’ve reviewed it.	Edit
↑ 2 ↓	In the event of a Soft Hold, you’ll first need to verify the patient’s balance and total amount due. Escape out of the notes popup and open Terri’s patient file using your keyboard, then pull up her balance information.	Edit
↑ 3 ↓	Notice Terri owes $273 in prescription charges. At this point, you would alert your pharmacist on duty of the Soft Hold and the total balance owed, and ask what following procedures should be taken. Let’s assume the pharmacist asked you to check who is responsible for handling Terri’s collection calls. Return to the Patient Setup tab to continue.	Edit
↑ 4 ↓	Some patients have a Party Responsible (PR) designated on their account. PRs are typically identified when someone other than the patient is responsible for handling payment discussions. You’ll need to check for a PR before you attempt to contact Terri. PR information is housed in the Coverages section of the Patient File Maintenance tool. Head there now.	Edit
↑ 5 ↓	To pull up the PR information, you’ll need to clear the T/P field, then enter and submit the letter code for Party Responsible.	Edit
↑ 6 ↓	If there was a Party Responsible (PR) on Terri's account, it would now be showing in the Bill To field. In this case, you still see Terri's information, which means she receives and takes care of her own statements from Genoa. The final decision to contact Terri for payment may require further consideration. At this point, you would confer with your Site Manager on next steps. To complete this task, select the phone number you would use to contact Terri.	Edit

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