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Customize the Appeal Timeout

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Customize the Appeal Timeout

Every appeal against the rejection of a financial assistance program application gets timed out if there’s no action taken on it. Enable your patient service reps to customize the appeal timeout by updating flows and Integration Procedures.

Required Editions

Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions with Life Sciences Cloud or Health Cloud
User Permissions Needed
To update a flow and an Integration Procedure:

Manage Financial Assistance Program permission set

AND

Industry Service Excellence permission set

AND

OmniStudio Admin permission set

AND

Health Cloud Starter permission set OR Health Cloud Foundation permission set

By default, the appeal gets timed out after 30 days of its creation, but you can customize this appeal timeout setting to suit your business needs.

Update the Check Appeal Status And Take Action Flow

To update the appeal timeout, create a version of the Check Appeal Status and Take Action flow by editing its wait element value and unit of appeal timeout.

Prerequisite: Make sure that you already cloned and activated the Check Appeal Status and Take Action flow.

  1. From Setup, in the Quick Find box, enter Flows and select it.
  2. Open the Check Appeal Status and Take Action flow.
  3. In Flow Builder, click Wait for Appeal Action Response.
  4. Click Edit Element.
  5. Under Wait Configurations, click Appeal Timed Out.
  6. Click Resume Event.
  7. Enter the offset number and offset unit in hours or days.
  8. Save the flow as a new version, and then activate the flow.

Create a Version of the LSAPEligibleRecommendedAssitancePrograms Integration Procedure

To update the appeal timeout, create a version of the LSAPEligibleRecommendedAssitancePrograms Integration Procedure and update the ReapplyTimeout and DiffInDays input fields.

  1. From the App Launcher, find and select OmniStudio.
  2. Click the arrow next to OmniStudio FlexCards, and select OmniStudio Integration Procedures.
  3. In the search bar, type and select LSAPEligibleRecommendedAssitancePrograms.
  4. Click LSAPEligibleRecommendedAssitancePrograms (Version 1).
  5. Under Structure, click Procedure Configuration.
  6. Click Create Version.
  7. Click GetShowReapplyStatus Remote Action.
  8. Under Additional Input, for ReapplyTimeout, enter the period after which you want to time out a financial assistance program appeal.
  9. Set DiffInDays to true if the unit of meausre for timeout is in days, else set it to false.
  10. Go to Procedure Configuration, click Save, and then click Activate Version.

Create a Version of the GetApplicationTabDetails Integration Procedure

To update the appeal timeout, create a new version of the GetApplicationTabDetails Integration Procedure and update the ReapplyTimeout and DiffInDays input fields.

  1. From the App Launcher, find and select OmniStudio.
  2. Click the arrow next to OmniStudio FlexCards, and select OmniStudio Integration Procedures.
  3. Search for and select GetApplicationTabDetails.
  4. Click GetApplicationTabDetails (Version 1).
  5. Under Structure, click Procedure Configuration.
  6. Click Create Version.
  7. Click ModifyStageAndStep Remote Action.
  8. Under Additional Input, for ReapplyTimeout, enter the period after which you want to time out a financial assistance program appeal.
  9. Set DiffInDays to true if the unit of meausre for timeout is in days, else set it to false.
  10. Go to Procedure Configuration, save your changes, and then activate the new version.

See Also

 
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