Table of Contents
Early Plan Cancellation #
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After confirming the early cancellation request with the patient and exhausting all other retention options, the team should follow the procedure below to complete the cancellation process.
-
Patient calls to cancel (Moving or NonQ)
- Put patient’s name in the Cancellation Tracker
- Contact DC
- Delete Appointments
- Change Case Type
- Delete Frequency from Patient Last Name
- Put CXL Charge in Ledger
- Change Case Type to NonQ
- Put patient information in CXL Thread in Slack
- Follow Cancel Closeout Procedure
-
Patient CXL (Pending)
- Remove two weeks of APTS and move to end of plan
- Patient tracker
- Alert D.C. in Slack
- Give details
- Put FD on schedule with reminder to follow up (1 week out)
- DC Reached out, no response
- DC Approves
- Post in DC Reachout Channel
- Post in CXL Slack
- Tracker Follow Up
- Delete Appts
- Change Case Type
- Delete FREQ/asterisk
- Charge in Ledger
- NONQ
- CXL Thread in Slack
- Pull File/Sticky Note
- Put file on Heidi Desk
- BOCA balance ledger
- CXL Payments
- Letter Sent
-
Patient CXL (Decides Against)
- Remove two weeks of APTS and move to end of plan
- Add patient name to Patient Tracker
- Alert D.C. Slack
- Give details
- Put CA on schedule with reminder to follow up (1 week out)
- DC Fills out freq change form
- Make note in tracker
Cancel Closeout Procedure
- Print off Closing Letter once Doctor and Office Manager has approved cancellation
- If there is a balance, print out a statement to send with the Closing Letter
- Post “Cancelled Plan Early” charge on the correct date of cancellation
- Change case type to “PPV or PPV NonQ”
- Remove asterisk or frequency by name (i.e. SMITH
1XM, JOHN to SMITH, JOHN)
- Care Plan Notes: Cancelled plan on ___ / ___ / _______ – Include Reason
- Remove all Alerts / Care Packages / Appointments / Discounts
- If credit is due to patient, send message to Office Manager. Include patient address and amount of credit.
- Put sticky note on file and place on Financial Desk
- Cancel future monthly payments
- Post “Refund” and amount in Patient Ledger
- Might have to adjust monthly payment to fit budget, consult with patient to find a reasonable payment amount.
- Print and Send Cancellation Letter
- Office Manager Signs Letter
- Mail Letter and Statement (if Necessary)
