You use a case record to track ongoing business events and processes or long-term communication. A case can be a legal case, appeal or request that requires tracking. Examples include provider appeals, Level of Care Determination, or audit.
Case records can be created by you or automatically by ND MMISprocesses. Each case record is uniquely identified by a case record number (CRN).
Case Tracking is the process through which cases are tracked, monitored, and maintained. Case records may include links to associated correspondence records (CR) and other case records, such as checkwrite, stoploss, and complaints.
Case Tracking is integrated with the Electronic Document Management System (EDMS) to provide easy access to electronic (imaged and stored) documents. Thus allowing e-mails, letter, faxes, and other external files to be linked or associated directly with a case record.
You can search for Contact Management cases associated with customer relations using the Search Case page. You can search all case records in ND MMIS pertaining to a specific entity (such as a provider), no matter what area they are associated with (such as TPL), using the Global Case Search page on the Project Control menu.
Case records are deleted when the scheduled batch job is run according to the established business rules. For example, a stand-alone case record (has no case or correspondence record cross reference) is eligible to purge from the database if the case is closed and there has been no activity for the last 10 years. If it is not a stand-alone case, then purge the record based on the closure of all the linked records with no activity for last 10 years.
A case record is displayed on the Log Case page, which has many panels of information. The Log Case page has a set of navigational links that can be used to access many of these panels quickly.
If you do not know the Entity ID before entering a case, you can search for the case entity using one or more search options, such as entity type, status, entity ID type, and last name. An entity search results table is displayed if there are multiple records that satisfy your search criteria. After you select an entity from the search results, the information is displayed on the Case Regarding panel. The case record is created for this entity.
If an entity does not exist in ND MMIS, then you can create a new entity. When adding a new entity, you enter information including contacts, addresses, phone numbers, and e-mail addresses. After the entity is saved, ND MMIS creates a case record with a unique case record number.
The Case Details panel provides information about the user you are working on. You can enter additional information related to the case, such as case type, status, priority, case title, and line of business. Custom fields for recording additional information can be set up on the Custom Fields page and linked to a particular case type on the Maintain Case Type page.
Any subsequent entity selections associated with this case record are displayed in the Additional Case Entities section of this panel.
You can associate other types of existing records, such as claims, service authorizations, or recovery cases, to this case. (You link other cases and correspondence records in a separate panel.) You must already know the ID of the record you want to link. Any linked record can also be viewed or the association deleted from this panel.
You can route or assign a case record to another user within the same work unit or business unit. When a case record is assigned, all responses are automatically routed with it. The routed case record appears in the recipient's Inbox, on the My Case Records or Group Case Records tabs. You can also place the case record in your Watchlist. This allows you to monitor the case until it is resolved. After the case is closed, it is removed from your Watchlist.
When you create a case record, North Dakota MMIS Web Portal retrieves a specific number of previously created entity case records and correspondence records (CRs). You can search, view, and associate existing case records and CRs to the current case record. Any linked case record or CR also can be disassociated from the current case record. The sections of Associated Case and Correspondence are:
Documents that are already associated with the current case record are displayed in the Attachments panel. Documents can be manually or automatically attached to a case record.
While working a case, you can create a letter from a predefined letter template and then associate it to the case. Some templates allow you to enter free-form text to customize the letter. Letters can be submitted for printing and mailing.
You can also view all letters that are associated with the CR or case on which you are working. Information about the letter is displayed, such as the date the letter was created, the date a response is due, and whether a letter requires supervisor approval. A letter that requires approval cannot be created unless a supervisor has reviewed the letter request.
The Case Events panels allow you to record events like appointments, hearings, reminders, or alerts. When entering the case event, you are required to provide the type of event, an event description, and the date it should occur. After it has been created, you can monitor or update the status the event.
An alert is a notification to a user. Alerts can provide information, require action, or serve as a reminder. You can create an alert by specifying the due date, alert type, description, and user name to whom the alert will be sent. Based upon the due date, the alert is automatically sent to the designated user's Inbox on the Alerts tab.
An alert created in the Alerts panel is different from a case event alert. Case event alerts are associated with pre-defined event descriptions, whereas alerts in this panel are more general and serve as reminders.
Note: An alert cannot be sent to a user that does not have access to a case record.
The Case Steps panel provides a list of predefined steps or stages needed to complete the case record. Case steps are predefined based on case type. You have the ability to add and edit these steps. When you complete a step, you change the status of that particular step to Closed.
Based upon a set of case steps, a case may be routed to another user. In some situations, you may need to route the case record to another user using the Route To field. Once the case steps information is saved, ND MMIS automatically assigns the case to the identified user and sends a notification.
Notes are free-form text about a case. You can search, view, and print notes that pertain to the current case record. Notes are displayed in the Notes History table. The Notes History table can be sorted by date range, user ID and usage type code.
Tip: You cannot search for a note while you are in a case. However, you can add a new note while you are working on a case record. Depending on your security permissions, you may be allowed to add notes to a closed CR or case record, as well.
How to Add an Additional Case Entity to a Case
Inquiring About Case Entity Search Page
About Maintaining Custom Fields
Version as of 5/16/14.
Copyright © 2017 Conduent, Inc. All rights reserved. Conduent and Conduent Agile Star are trademarks of Conduent, Inc. and/or its subsidiaries in the United States and/or other countries.