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
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
101.1
Need 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.
101.2
Need to re-fax request to location
What happens
System automatically re-faxes the request packet. Next call scheduled for 1 business day.
101.3
Need to re-email request to location
What happens
System automatically re-emails the request packet. Next call scheduled for 1 business day.
101.4
Need 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
102.1
Record release still in process
Capture
who you spoke toturnaround time
What happens
Next call automatically scheduled for 4 business days.
102.2
Pending doctor's approval
Capture
who you spoke toturnaround time
What happens
Next call automatically scheduled for 4 business days.
102.3
Records 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.
103.1
Copying 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.
103.2
Rescheduling 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
104.1
Location faxed records to RRS
Capture
who you spoke todate sent
What happens
Order is automatically assigned to Correspondence Team to verify receipt.
104.2
Location mailed records to RRS
Capture
who you spoke todate sent
What happens
Next call automatically scheduled for 5 business days.
104.3
Location emailed records to RRS
Capture
who you spoke todate sent
What happens
Order is automatically assigned to Correspondence Team to verify receipt.
104.4
Location 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
105.1
Left 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.
105.2
Per 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
106.1
Location 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
107.1
Location 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.
107.2
Need 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
108.1
Invoice 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.
108.2
Received 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
110.1
Location 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
111.1
Location 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
112.1
Location 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
113.1
Location 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
114.1
Check documents
What happens
Order is assigned directly from Call Team to QA (bypassing Correspondence Team).
115
Order update via third-party portal
115.1
Requested 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).
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