Act on Tasks - Complaints

 

Use this user guide to search for and/or act on a Complaint. A worker can only act on complaint if it has been assigned to them.

 

 

 

 

From the Home Page access the Admin Dashboard screen. Click the Tasks tab and then, the View My Tasks button.

 

Process Steps

 

To search for and/or act on a complaint:

 

1.      Click on the Tasks tab in the Admin User dashboard.

 

·        The Tasks tab is displayed.

 

2.      Click the View My Tasks button to only display tasks assigned to you.

 

Tasks that are assigned to you are displayed when you click on the View My Tasks tab. To assign a Complaint to yourself refer to the Assign Tasks user guide.

 

3.      To locate the complaint, browse through the tasks list or use the search procedure by entering the complaint’s search criteria:

 

a.      Enter the first name of the primary applicant associated with the complaint in the First Name textbox.

 

b.      Enter the middle name of the primary applicant associated with the complaint in the Middle Name textbox.

 

c.      Enter last name of the primary applicant associated with the complaint in the Last Name textbox.

 

d.      Enter the account holder’s zip code in the Zip Code textbox.

 

e.      Enter the account ID of the account associated with the complaint in the Account ID textbox.

 

f.       Select Complaints from the Type drop-down menu.

 

g.     Select the complaint’s status from the Status drop down menu. Options are:

 

                                                    i.     New

 

                                                   ii.     Review – In Progress

 

                                                  iii.     Closed – Resolved

 

h.      Select the complaint’s priority from the Priority drop-down menu. Options are:

 

                                                    i.     High

 

                                                   ii.     Medium

 

                                                  iii.     Low

 

i.       Enter the name of the worker who last acted on the complaint in the Name of Worker textbox.

 

j.       Enter the ID of the worker who last acted on the complaint in the Worker ID textbox.

 

k.      Check the box(es) to select the Eligibility Results of the account. Options are:

 

                                                    i.     Medicaid

 

                                                   ii.     QHP/APTC/CSR

 

                                                  iii.     Mixed Household

 

                                                 iv.     Not Determined

 

MC910220951[1]

None of the fields to enter/select search criteria is mandatory; however, at least one must be selected or entered for the search to be completed.

 

4.      Click the Search button.

 

·        Complaints that match the search criteria are displayed for review. A worker can only act on complaints that have been assigned to him/her.

 

5.      Click the Complaint link under the Type column for the complaint to be updated.

 

MC910220951[1] 

Only complaints assigned to the worker have a clickable link under the Type column. Complaints not assigned to the worker are visible but cannot be acted on, only reassigned.

 

·        The Complaint screen is displayed.

 

6.      To add a note to the complaint, enter it in the Add a Note box.

 

7.      To change the status of a complaint, select the new status from the drop-down menu to Closed.

 

8.      Click the Submit button.

 

·        The Tasks tab is displayed.

 

 

Results of the Procedure

 

The complaint is updated.