Reassign
- Nicolle Tamparong (Deactivated)
When a Provider is assigned a request and accepts it but is unable to get to the request, they pass it back to the Access Center Representative. The Provider will change the status of the request to Reassigned and select the reason for requesting a reassignment. In this scenario, the Access Center Representative who created this case will be notified of this change via email. This request will also be in the Requests that need provider assignment grid in the Access Center Representative Dashboard. The reason for the reassignment request can be reviewed by Access Center Representatives in the Reason column in the grid, as shown in (CT-30.1). This column is shown in the sections Requests that need provider assignment and Requests that have provider assigned.
(CT-30): “Reason” Column in the Dashboard
Access Center Representatives can reassign from both their dashboard, as well as the request window’s Session Information tab, as shown below in CT-31 and 32.
CT-31: Reassign From Dashboard
CT-32: Reassign From Session Information Tab
When clicking on Reassign from either the session window or the dashboard, a window will pop-up that will prompt the user to select a reason for reassignment, as shown in CT-33 below. Clicking on Set Reason will update the Reason column in the dashboard (CT-30.1), and move the request back to the Requests that need provider assignment section.
CT-33: Reason For Reassign Pop Up Window
While Access Center Representatives have the option to set requests to be reassigned, it is usually Doctors who will be performing this functionality.