Client Services

Description

The Client Services page allows you to track inbound calls, collect data, monitor the quantity of supplies provided to clients, run reports, and schedule phlebotomy and courier routes. Using the system's robust data browsers, administrative staff can create report templates and run reports on client calls, supply orders, courier routes, and many other vital pieces of information regarding client services support. The Client Services module helps you maintain regulatory compliance by managing client supply inventories in accordance to the Stark Law's provisions against improper inducements. The system helps track supplies so that users only distribute the appropriate amount of supplies to your clients.

The system also maintains thorough inventory and supply fulfillment records to comply with regulations. The Client Services module allows users to add supplies into inventory when the laboratory receives a shipment by tracking the lot number and expiration date. Additionally, when a client calls to request supplies, users can create a shipment to a client and log that request in inventory control so that the laboratory's available inventory reduces accordingly. Select the tab that corresponds to the task you wish to perform. The Client Services page is part of the optional Client Services module, which you must purchase separately. Once you have purchased it, you must also have the necessary ACO and security settings in order to access and use the Client Services module.

• Clients Tab: Use the Client tab to search for and process client information and requests. Clients are system locations listed with some additional information, including contacts, hours, and items. On this tab, you can edit the route hours for the client; edit the courier notes for the client; create, edit, and inactivate contacts; as well as view items for clients.
• Items Tab: Use the  Items tab to filter, view, create, and edit items. Items are a record of a request call or of some work done by customer service users. The term "Items" is configurable, so the tab on your system, and all references to items, may have a different name (see "Defining Module Settings" below).
• Routes Tab: Use the Routes tab to create ordered lists of clients (locations) for a specific period of time. This allows you to create lists of routes that your couriers will take to perform the selected services, such as pick up samples or drop off supplies for the clients.
• Supplies Tab: Use the Supplies tab to track and manage supplies that may be shipped to clients (not reagents or supplies used internally at your facility); create one or more warehouses, the locations used to send and receive these supplies; and define shipments, which are lists of supplies that need to be sent to a client. Shipments appear as route tasks on the Routes tab and may be placed on route groups.
• Setup Tab: Use the Setup tab to configure the properties that govern the Client Services module. These properties include status, priority, reason, contact type, department, default settings for each, and the display name to use for items. This tab is only available to users with the Client Services administration right. Changing the display name to use for "Items" does not change the ID generation scheme for items and that users must change the ID generation scheme on the ID Generation page.
• System Defined Links: Use the Contact Us link in the System Defined Links section of your system's navigation menu to request supplies, create items, or view past requests in the Client Services module. The System Defined Links custom navigation pane can only be accessed on the program navigation menu by users who are granted specific, but limited, rights for their system, and the Contact Us link is only visible when the end user is given those certain rights. See Client Services Request.
• Report Tab: Use the Report tab to run detailed supply reports and compare shipped supplies versus supplies used by collection sites.

Access

• Select the AdminCenter menu button, select the Manage button, and then select the Client Services submenu link. You must have the necessary security permissions to access the AdminCenter menu button, and to access the Client Services page. When you select the AdminCenter menu button, the main AdminCenter menu opens, which contains administrative menu buttons, including the Manage menu. To return to the main menu, select the TaskCenter menu button.

Access Client Services Tabs

• Select the Clients tab to search for and process client information and requests.
• Select the Items tab to filter, view, create, and edit items.
• Select the Routes tab to create ordered lists of clients (locations) for a specific period of time for couriers to use on their routes.
• Select the Supplies tab to track and manage supplies that may be shipped to clients (not reagents or supplies used internally at your facility), create one or more warehouses, and define shipments.
• Select the Setup tab to configure the properties that govern the Client Services module.
• Select the Report tab to run detailed supply reports and compare shipped supplies versus supplies used by collection sites.

Sorting Data

Throughout the module, portions of the pages contain tables of data. If the column headers contain arrows, then you may sort the displayed data by those columns.

To perform a basic sort, select the column header. The system updates the display to show the data sorted by that column, displaying either an up or down arrow to indicate the sort order.

An up arrow indicates it is sorted with the smallest alphabetic, numeric, or alphanumeric value at the top (e.g., A to Z or 1 to 10).

A down arrow indicates it is sorted with the largest alphabetic, numeric, or alphanumeric value at the top (e.g., Z to A or 10 to 1).

To perform an advanced sort, hold down the Shift key when you select column headers. The system will sort by all of the columns you select, displaying a superscript number next to the column header to indicate the sort order.

To return to sorting by a single column, simply select a column header without holding the Shift key.