| Reason for Ticket | Description of Issue | QA Type of Issue |
| I have a question regarding a task that was sent through Central Reach. | Any questions or concerns regarding a task that was assigned in CR (i.e. assigned to the wrong provider, incorrect time change, missing documentation for an appointment that should have been SDLS). Tickets do not need to be submitted to let us know a task was completed. | Central Reach Task |
| I converted an appointment under an incorrect Patient. | Providers that convert an appointment for the incorrect patient should first convert the appointment with the correct patient. Once this has been completed, the ticket will let QC know to delete the incorrect appointment. | Converted Under Incorrect Patient |
| I converted using the incorrect Authorization Code. | Providers that convert an appointment with an incorrect service code should submit a ticket letting QA know which appointment needs to be adjusted. QA will then reach out to assist and see if any notes need to be created for this appointment or if this can be resolved on our end. | Converted Under Incorrect Service Code |
| I updated my session summary, behaviors, provider checkbox, etc. | Any changes that need to be made to documentation that do not affect the timesheet, such as attaching the session summary or checking off the box for who was present. This can also be used if a provider converts an appointment without attaching a note. Notes should be corrected/submitted through the patient dashboard prior to submitting a ticket. | Corrected Documentation |
| I added and converted my appointment after the date of service. | It's the responsibility of the BCBA to add appointments to the patient's calendar the day services are rendered. Failure to do so can cause discrepencies during the billing process. If any appointment needs to be added after this time period, a ticket should be submitted letting us know to halt the billing process for this patient. | Late BCBA Appointment(s) Added |
| I can't find the "Type of Issue" that assists with my question. | Any questions that are not covered under the other topics or departments. | Other |
| I chose the incorrect location. I have corrected my note. (If you were sent a task in CR, please choose "Central Reach Task") | Changes to a timesheet in which the place of service of the appointment needs to be adjusted. The provider should submit corrected documentation of the note before submitting a ticket to QA to adjust the place of service of the appointment. | Place of Service Change |
| My center has a provider that is on PTO, Leave, Sick, etc, and cannot convert their Appointments and/or CR Tickets. | Any provider that will be out for an extended amount of time and will not be able to convert outstanding appointments or overdue CR tasks. | Provider on Leave |
| I have a termed provider with unresolved CR Tasks. | If a provider has termed and has any remaining tasks open in Central Reach, this should be used to notify QA so that the tasks can be closed out. QA will then assume responsibility for the needed documentation changes. | Termed Provider with Outstanding Central Reach Tasks |
| I have a termed provider with unconverted appointments. | If a provider has termed and has any outstanding unconverted appointments, this should be used to notify QC so that these appointments can be converted. QC will then assume responsibility for converting these appointments. | Termed Provider with Outstanding Unconverted Appointments |
| I converted under the incorrect date/time. I have corrected my note. (If you were sent a task in CR, please choose "Central Reach Task") | Changes to an appointment in which the time/date of the appointment needs to be adjusted. The provider should submit corrected documentation of the note before submitting a ticket to QA to adjust the time/date of the appointment. | Time/Date Change Request |