The Notification panel is found on the Statements Management Dashboard.

• All Notifications: Redirects to the Balance Notification History page (unfiltered).
• Manage Errors: Redirects to the Balance Notification History page (filtered for Errors).
• Breakdown of Statuses with Total for each Status to open and the percentage.

• Select the Total number link to view the Statements in that Status

Manage Errors

Usually, errors need an address updated or a new email address requested.

• Once the errors are corrected and Statements are batched again (either by the Job Scheduler or On-Demand), and the Notification is successfully sent, the Guarantors error notification will be removed from the error table automatically.

Working the Errors

1. On the Statements Management Dashboard, select the Manage Errors link to open the Notifications screen where All Errors can be managed.

2. Use the Filters to limit the errors to view.

• Notification Type: View a specific Type

• Example: SMS or Voice

• Status: View specific errors only.
• Statement Type: Select a Statement Profile to view.

3. Notification Actions Checkbox: For Undeliverable-Permanent you can Cancel, Archive, or Cancel and Opt Guarantor Out.

• Select one or more checkbox(es).
• Choose the Select Action button.
• Select the Action.

4. Guarantor Modify icon: Opens the Add/Modify Guarantor screen where information can be modified and Notifications can be Opted In or Out.

• If information is updated, when Statements are batched again, the Guarantor Notification will be removed once the Notification is successful.
• No other action is needed.

5. The Type column displays the mode of Notification.

• Phone number or email address

6. Select the Batch Number to view the Statements Batch Dashboard.
7. Select the Message icon to view the message that is being sent to the Patient.
8. Status: Status of a Message

• Undeliverable - Can Retry
• Undeliverable - Permanent
• Queueing Error

9. Status History: Select the icon to see the Notification Status History for this Guarantor.
10. Archived:

• A red X means it has not been Archived
• A green check mark ✔ indicates that it has been Archived.

11. Tasks: Add the Notification Error to a Worklist.

All Notifications 

• Select the All Notifications link in the Notifications panel to view All Notifications including the ones that were Delivered.
• Use the Status dropdown in the Filter Criteria panel to change to a specific Status.

• The Notifications screen defaults to the Status of All.

Error/Undeliverable Status Descriptions

Undeliverable - Can Retry: Temporary delivery issues

• Bad address/domain/bounce-back: The Guarantor's Email Address needs to be updated.
• Soft Bounce: These are temporary issues, such as the server being down or cannot locate the mailbox, etc.

• The System will not increase the Dunning Count and will wait for the next Notifications batch cycle to try again unless you batch on-demand.
• NOTE: System does not remove these notifications from this status automatically. They stay for reporting reasons.

• To remove from the current error status, select the checkboxes for multiple Notifications, choose the Select Action button, and select Cancel from the dropdown. Otherwise, the Error Notifications will stay in the status permanently.

UnDeliverable - Permanent: The mailbox does not exist. A new Email Address needs to be obtained for the Guarantor. 

• Hard Bounce: No mailbox exists.

• Includes incorrect, missing or misspelled Email Address and/or invalid cell phone number.
• The Email Address and/or cell phone numbers needs to be updated on the Guarantor.

• Select the Modify icon in the Guarantor column.

• By default, the System Opts Out Guarantors automatically for hard bounces.
• After the Email Address and/or cell phone number is updated, change the Status from Errored Out to Opted In on the Add/Modify Guarantor screen.

• Select Save [F2].

• The Notification will be sent again in the next Cycle.

Error: Usually means there is no Email entered on the Guarantor Dashboard.

• Add Email Address to Guarantor or change to Opt Out.
• If Email Notifications is Opted In, and there is no Email Address on the Guarantor, the Patient Demographic screen will display a Validation Error when the Save button is selected. The screen cannot be Saved until an Email Address is entered or the Email Notification is changed to Opt Out.

Select Action Button

Use the Select Action button to re-status one or more Notifications.

1. On the Statement Management Dashboard, select All Notifications or Manage Notifications.

2. Select the checkbox(es) that you want to re-status.
3. Select the Select Action button.

4. Select the Action from the dropdown.
5. Select Save [F2].

• Cancel: Cancels the Notification completely.

• A Notification can only be cancelled if it is scheduled to be delivered in the future.

• Archive: Takes it off your active Notification screen but can be seen by selecting Include Archived in the Filters. (Include or Only)

• This will also cancel the notification if it meets the criteria to be cancelled.

• Resend Now: Resends the Notification immediately.

• The notification must be in one of the following statuses: Queuing Error, Canceled, Un-queued, Delivery Error, or Delivery Error Soft Bounce.

• Cancel and Opt Guarantor Out: Cancels the Notification and Opts Out on the Guarantor screen. 

• The Guarantor will no longer receive Notifications.

Learn More

Notification FAQs and Troubleshooting