Bad Listing Guidelines

This page will guide you on the following:

1. When will we know if the phone number is not working, and we can already consider it as Bad Listing based on status notes?
2. What are the necessary steps to follow when we encounter a Bad Listing?
3. These are the same steps that we would follow if we reached the wrong number, e.g.: an individual’s phone number, non-medical facilities, etc.

Some indications that the phone number that we have is not active anymore

1.      Suspension Note states:

• The line just kept on ringing.
• The line automatically disconnects after one or a few rings.
• The line automatically disconnects without ringing.
• The line has an automated prompt stating that the number is not valid.

Note: Provider Contact should have dialed the number twice and select option “0” or receptionist to reach a live contact

2.      Provider Contact have checked online for a different phone number and attempted to call, if applicable.

What should the PRS do?

If PV/PC rep was able to follow the Bad Listing Guideline, PRS must do the following:

1.      Do your ONLINE SEARCH

• Prioritize searching using the following combination: Physician Name + City + State
• Note: Pay attention to residential addresses.
• If we only have a facility/doctor's name and a phone number, we can use them to do our online search. We can use the phone number’s area code to know which state the facility/doctor is located.
• If the online search result shows our import rec being connected to a medical group or a major facility, we will use that information to search for a better physician code
• If there’s still no matching physician code or facility, suspend the order to the client.

2.      Check history of the facility - by looking at the previous completed orders (See Apps) for the facility we can see if they are hard to reach.

• There might be special instruction on previous order like phone numbers or contact person. If we have, then do the things we did to get a live contact.
• Note: PRS must only refer to requests COMPLETED within 12 months
• If there’s no significant information found, suspend the order to the client. Otherwise, proceed on moving forward with the request based on the action made at the previous completed orders.

If PV/PC rep failed to follow the Bad Listing Guideline, PRS may return ONCE to PC with detailed instruction on what needs to be done. Refer to Add Notes Selection (Facility Contact Required)

Cebod Error [FOR REFERENCE]

For Cebod Dialer softphone:

Type of Call	Call Log Entry Result	Call Result Meaning
Domestic	404 Not Found	Call cannot be completed as dialed
Domestic	484 Address Incomplete	Number not in service
Domestic	480 Temporarily Unavailable	Number is no longer in service
International	Temporary Unavailable	Agent does not have permissions to make as an international call

Note: Error that we may encounter is not limited to the items listed table.

Thing/s to Remember

1.      PRS must do our six-way check thoroughly

2.      Suspension notes must be accurate and include all attempts made to reach a live contact.

3.      For International numbers, refer to Bi-Lingual and International Call Handling Guideline