Aside from the standard flow of a payment going from New -> Printed -> Received -> Authorized -> Processed, there are a variety of other statuses that a payment can be switched into for unique situations.

Returning a Paper Payment

In situations when a provider submits a physical timesheet with errors, you may want to return it so that necessary corrections can be made. Within the Operation menu, there is a button labeled as Return, which will prompt you to select a Reason as to why you are performing this action and change the status to Returned once completed.

From there, anyone viewing this ID will be able to see that a resubmission is pending and the reason that you selected for why in either system logs or in a report. Once the provider sends it back, you can then manually change the status to Received once more from the Receive or Change Status button in the same Operation menu.

Returning a Digital Payment

In cases when the provider has submitted incorrect times or submitted too early through CareConnect, there will be a separate return process that needs to take place for it to be available in their portal for edits.

Firstly, you will want to use the Change Status button under the Operation menu to change the payment back to "Printed." This is so the system's logic will work properly when the provider resubmits, where CC4 can automatically import hours and change the status to Received as it would normally. In order to actually allow your provider to adjust their submission, you will need to access the CareConnect tab of the Provider record.

From the Claim & Time Sheet subtab, you will be able to use an available "Revert" button to complete the return process and allow them to modify their sheet.

❗️NOTE: Access to the Revert button is a permission based feature that may not be available to all users. Please consult your agency administrators for assistance if you do not see this action on a Received payment.

Hold, Void, and Not Payable

There can be a variety of reasons why a payment should not be processed right away or should not be paid out at all, which CC4 is able to help you keep track of through its Processor Hold, Not Payable, and Voided statuses.

When there is a situation that causes a delay in processing, we recommend using our Hold button in order to change the status to Processor Hold until the matter has been resolved. Clicking this will open a popup which will ask you for the Reason on why the payment can not be committed yet, which will be saved for future reference.

If a payment will never be exported out by your agency (for example if the provider submitted after a fiscal year deadline), we advise your team to change this ID's status to Not Payable to ensure that this record is never processed. In order to do so, you will need to use the Change Status button, which is where you will have the most manual control over what to change a payment to. Select Not Payable and hit Save.

Finally, a payment can be set to Voided status, which means that it should not exist at all and will be hidden from view. Most cases of this are when a care is shortened or deleted, which should automatically give case managers the option to void unnecessary months anyways. However, if the specialist skipped this step or if a different situation arises where an ID needs to be removed, you can use the Void button in the Operation menu.