BUC Cancellation Requests - Back End

BUC Cancellation Requests

Back End Procedures

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Introduction

Member Cancelled Care Request

Member Cancellations are located in ASAP/Cancellation BUC Case Tracker or sent as a task via AWS.

Cancellations with less than 24 hours notice do NOT receive a refund, unless otherwise noted.

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BUC Cancellation Requests

NETWORK PROVIDER

If a member cancels the care arrangements made with a Network Provider, the fulfillment specialist will:

• Remove case from case tracker (if applicable)

• Open a new email in AWS using the BUC PROVIDER- Cancellation of Care template suggestion
• From: backupcarefulfillment@lifecare.com
• Subject line: LifeCare Provider Case XXXXXXX CTB XX/XX Cancellation
• Copy and paste the body of the email into case notes

• Update the wallet to reflect the cancellation

• Refund Nexternal (if applicable)
• Copy and paste into Case Note (remove 4 digits of CC number)

• Close the Case

Next

BUC Cancellation Requests

Out of Network/Personal Caregiver

If a member cancels the care arrangements made with an Out of Network or Personal Caregiver, the fulfillment specialist will:

• Ensure that the member’s request to cancel date is clearly documented in the case notes

• Update the wallet reason code to reflect the cancellation

• Close the Case

Cancel with LESS than 24 hours notice

Wallet Entry Error

Cancel with MORE than 24 hours notice

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BUC Cancellation Procedures