O-14-221 Review BILLING PROBLEM FOLLOW-UP Coordination Note

👤 RESPONSIBLE POSITION  |  ROLE

Elig/Auth Coordinator | Authorization Specialist

🎯 PURPOSE

After being created by the billing Account Manager, the coordination note BILLING PROBLEM FOLLOW-UP generates to the Elig/Auth Coordinator HCHB Workflow to notify them of a billing problem which needs their attention.

The Elig/Auth Coordinator will then follow up on the issue and utilize this workflow to track the steps they take by adding follow-up comments to the coordination note via the workflow task.

Only after the issue is completely resolved will the Elig/Auth Coordinator mark the note as reviewed, which will complete the task out of workflow.

🔄 PROCESS

1. After the Account Manager discovers a problem billing issue and creates the BILLING PROBLEM FOLLOW-UP coordination note, the note will generate to the Elig/Auth Coordinator responsible position in HCHB Workflow under the Review Coordination Notes tab.

   

2. Open the workflow and click Review Coordination Note to open the coordination note; review the contents.

   

3. Follow up on the billing problem. Document follow-up completed by selecting Add Follow-Up Comments within the task.

   

4. DO NOT select Note Reviewed until the issue is resolved.
5. As you continue to follow up on the issue over time, continue adding follow-up comments into the coordination note to document steps taken, contact information obtained, and anything else relevant to the case.
6. After the problem is entirely resolved, open the task and enter a final Follow-Up Comment indicating the issue is resolved and that workflow is being completed.
   • For example: "Issue resolved; completing workflow."
   • This entry helps the billing team to coordinate resolution on their end.

7. Then, select Note Reviewed to mark the issue as resolved and clear the task from workflow.

   

📅 Effective: 10.22.2026  | 🛠️ Revised: N/A |  ✅ Approved: JFJ