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            Set Up Timeline Parameters for Tracking Authorization Reviews

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            Set Up Timeline Parameters for Tracking Authorization Reviews

            Define milestone trackers to give your users a complete view of upcoming and completed milestones, and display countdowns for active and overdue milestones. Your users can use these trackers to review authorization requests within specific timelines.

            Required Editions

            Available in: Lightning Experience

            Available in: Enterprise and Unlimited Editions with Health Cloud
            User Permissions Needed
            To create milestones and to create and update entitlement processes: Manage Entitlements

            For the authorization request process, milestones represent required, time-dependent steps such as Admin Review or Nurse Review. Add these milestones to an entitlement process, which is a timeline that includes the logic necessary to enforce different service levels for different stages of the case.

            Make sure you've configured case statuses before you start this task.

            1. Define milestones for each case status.
              1. From Setup, go to Milestones, and click New Milestone.
              2. Create milestone records with these names:
                • Admin Review
                • Nurse Review
                • Medical Director Review
                • Peer-to-Peer Scheduling
                • Peer-to-Peer Review
              3. Enter a description and select the recurrence type as No Recurrence.
              4. Save your changes.
            2. Define an entitlement process for authorization request reviews.
              1. From Setup, go to Entitlement Processes.
              2. Click New Entitlement Process.
              3. Select Case as the entitlement process type, then click Next.
              4. Enter a name and description for the entitlement process.
              5. Select Active to enable the process.
              6. In the Advanced Options section:
                • Set Case enters the process as Based on case created date
                • Set Case exits the process as Based on when case is closed
              7. Save your changes.
            3. Associate each milestone that you created to the entitlement process.
              1. In the Milestones section of the Entitlement Processes page, click New.
              2. Select the milestone name.
              3. In Time Trigger (Minutes), enter the number of minutes in which users must complete the milestone. For example, 300 minutes for Admin Review.
              4. Set the start time as Entitlement Process.
              5. Set the order in which the milestone must occur. For example: Admin Review as 1, Nurse Review as 2.
              6. (Optional) Depending on your organization's requirements, choose criteria are met and select the filter criteria that a record must meet for a milestone to apply.
                For example, for the Admin Review milestone, you can set Case: Status equals Admin Review. This milestone displays on the Case record page only when the status is Admin Review.
              7. Save your changes.
            4. Create an entitlement record for each request type and associate the entitlement process record that you created earlier.
              Note
              Note You can use Business Rules Engine components to define business rules for assigning entitlements to case records.
            5. Customize your Case page layout for milestones to help your users track their progress.
              1. From the App Launcher, find and select Cases.
              2. Select a case, and then select Edit Page from the Setup menu.
              3. Place the Milestones component on your page layout.
              That’s it! Now, when a case is created for a member, your users can track the case’s milestones and monitor their review progress.

            See Also

             
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