Standard Call Log Fields
These are the details you may be asked to capture when using a code. The system uses these inputs to trigger the correct follow-up automatically.
Who you spoke toName of the rep at the location
Turnaround timeHowever the location phrases it
How contact was madePhone, fax, email, or portal
Number/address usedWhat you called, faxed, or emailed
DateWhen relevant to the code
Call Team Codes
Used by RecordSync callers when contacting locations
100
Request received by location & in process
100.1
Location will send records
Capture
who you spoke tohow records will be sentturnaround time
What happens
Next call automatically scheduled for 4 business days.
101
Request not yet received by location
101.1Need to allow more time for location to receive and process request
Capture
who you spoke to
What happens
Next call automatically scheduled for 2 business days.
101.2Need to re-fax request to location
What happens
System automatically re-faxes the request packet. Next call scheduled for 1 business day.
101.3Need to re-email request to location
What happens
System automatically re-emails the request packet. Next call scheduled for 1 business day.
101.4Need to re-mail request to location
What happens
System sends request packet to print/mail. Next call scheduled for 5 business days.
102
Records not ready to be released
102.1Record release still in process
Capture
who you spoke toturnaround time
What happens
Next call automatically scheduled for 4 business days.
102.2Pending doctor's approval
Capture
who you spoke toturnaround time
What happens
Next call automatically scheduled for 4 business days.
102.3Records in storage
Capture
who you spoke toturnaround time
What happens
Next call automatically scheduled for 4 business days.
103
Records available for copying or pickup
California only. This code should only be used for California locations. Do not use for locations outside California.
103.1Copying or pickup scheduled with courier
What happens
Scheduling tab opens. Fill out the form and click the button to auto-send the work order to the assigned courier. Follow up with courier if records not received within 3 business days.
103.2Rescheduling copying or pickup with courier
What happens
Scheduling tab opens. Fill out the form and click the button to auto-send the work order to the assigned courier. Follow up with courier if records not received within 3 business days.
104
Records have been sent
104.1Location faxed records to RRS
Capture
who you spoke todate sent
What happens
Order is automatically assigned to Correspondence Team to verify receipt.
104.2Location mailed records to RRS
Capture
who you spoke todate sent
What happens
Next call automatically scheduled for 5 business days.
104.3Location emailed records to RRS
Capture
who you spoke todate sent
What happens
Order is automatically assigned to Correspondence Team to verify receipt.
104.4Location sent records directly to client
Capture
who you spoke todate sent
What happens
System emails client to confirm receipt. Order is frozen until client responds. Order is assigned to Customer Service.
105
Contact person at location isn't available
105.1Left voicemail for contact to call back with current status
Capture
who the voicemail was left for
What happens
Next call automatically scheduled for 2 business days.
105.2Per contact, another contact person will call back with current status
Capture
who you spoke towho will call back
What happens
Next call automatically scheduled for 2 business days.
106
Location needs more information
106.1Location cannot locate patient with information sent; patient demographics need clarification
Capture
who you spoke to
What happens
System emails client to verify patient demographics. Order is frozen until client replies. Order is assigned to Customer Service.
107
Location has no records
107.1Location will send their own Certificate of No Records
Capture
who you spoke todate it will be sent
What happens
Next call automatically scheduled for 2 business days.
107.2Need to send RRS Certificate of No Records to location
What happens
System sends RRS Certificate of No Records via fax, email, or upload. Follow-up call scheduled for 2 business days if CNR is not received.
108
Location requires payment
108.1Invoice or prebill will be sent to RRS
Capture
who you spoke todate it will be sent
What happens
Next call automatically scheduled for 2 business days.
108.2Received invoice from location
Capture
invoice amountwho you spoke to
What happens next — based on client's fee limit
If within
Invoice is within the client's fee limit → Use the Create Payment button to process payment.
If over
Invoice exceeds the client's fee limit → Do NOT create payment. Use Customer Service Code 200 to send to client for fee approval.
110
Records request cancelled
110.1Location notified of cancellation
What happens
System notifies the location of the cancellation based on serve preference. Request is cancelled.
111
Send upload link to location
111.1Location will be notified via email with upload link
What happens
System emails the location with a link to the upload page.
112
Location will not confirm receipt
112.1Location will not confirm receipt of the request
Capture
who you spoke to
What happens
Next call automatically scheduled for 3 business days.
113
Location confirmed to send records
113.1Location confirmed to send records
Capture
who you spoke todate records will be senthow they'll be sent (mail/fax/email/portal)
What happens
Next call automatically scheduled for 3 business days.
114
Records received
114.1Check documents
What happens
Order is assigned directly from Call Team to QA (bypassing Correspondence Team).
115
Order update via third-party portal
115.1Requested a status update through a third-party portal (e.g., ChartSwap, Datavant, MRO)
Capture
which portal was used
What happens
Note is added to the order. Next call scheduled for the system default follow-up date (interval pending confirmation from dev team).
Customer Service Codes
Used by Customer Service to communicate order issues with the client
200
Location fee requires approval from client
200.1Location's fee exceeds client's threshold; emailed client for approval
Capture
dollar amount of the fee
What happens
System emails the client with the fee amount. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
201
Location requires a special authorization form
201.1Location requires the use of their own HIPAA authorization form; copy has been emailed to the client
Capture
provider/location name
What happens
System emails the client with the location's form attached. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
202
Location doesn't accept e-signatures
202.1Location doesn't accept e-signatures; requesting updated HIPAA authorization with a wet signature
Capture
provider/location name
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
203
Location doesn't accept unverified e-signatures
203.1Location doesn't accept unverified e-signatures; requesting updated e-signature with signature validation or a wet signature
Capture
provider/location name
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
204
HIPAA authorization is expired
204.1HIPAA authorization is expired; requesting updated authorization
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
205
HIPAA authorization is illegible
205.1HIPAA authorization is illegible; requesting updated authorization
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
206
HIPAA authorization isn't dated
206.1HIPAA authorization isn't dated; requesting updated authorization
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
207
HIPAA authorization is incomplete
207.1HIPAA authorization is incomplete; requesting updated authorization
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
208
HIPAA authorization must be notarized
208.1Location requires a notarized HIPAA authorization; requesting updated authorization
Capture
provider/location name
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
209
HIPAA authorization needs to authorize sensitive records
209.1HIPAA authorization needs to be updated to release sensitive records to allow release of record types ordered by client
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
210
Location requires a copy of the patient's photo ID
210.1Location requires a copy of the patient's photo ID; emailed client asking for a copy
Capture
provider/location name
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
211
Order is missing dates of service
211.1Order is missing dates of service; emailed client asking for the dates they'd like to request
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
212
HIPAA authorization not signed by patient
212.1HIPAA authorization is not signed by patient and doesn't include supporting legal documents; emailed client for updated authorization or supporting legal documents
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
213
Location is requiring supporting legal documents
213.1Location is requiring supporting legal documents for the person who signed the patient's HIPAA authorization
Capture
provider/location name
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
214
HIPAA authorization needs expiration date updated
214.1Expiration date on HIPAA authorization is expired; emailed client asking for updated authorization
What happens
System emails the client. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
215
Client response acknowledged
Use this code when the client responds to any Customer Service code that froze the order. This is the "unlock" code that gets the order moving again.
215.1Client's response to previous issue has been noted and acknowledged
What happens
Order is unfrozen and reassigned to Data Entry.
216
Unable to process order
216.1Unable to process order as received; contacting client for additional information
Capture
free-text note explaining what's needed from the client
What happens
System emails the client with your note. Order is frozen until client responds. System sends a reminder email every 7 days, up to 4 total. If no response after the 4th email, order is automatically cancelled.
217
Received information for order
217.1Received information for order from client or location
Capture
source (client or location)free-text note with information received
What happens
Note is added to the order. Does not change order status.
218
Left a message to location
218.1Left a message to location to verify details
Capture
free-text note about what was left
What happens
Note is added to the order. Does not change order status.
219
Status update
219.1Gave status to client or internal team
Capture
free-text note about the status update given
What happens
Note is added to the order. Does not change order status.
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