August 2008 Newsletter

An Event to Remember:
Event Templates Released

By: Client Support Center Supervisor

Quadax EDI is pleased to announce the introduction of Event Templates to the Portal’s “Log New Event” tool. Event Templates standardize the collection and display of information when creating new Help Desk events, making it easier for you to provide the information we need to resolve your event.

When creating a new event through the Portal, you will be taken through a series of menus to choose the Event Template that best fits the issue you’re reporting. Main menu options are:

• Client Setup
• Errors On Claims
• Transmission of Claims
• Remittances
• Technical Issues

Within each menu is a refined list of template items. Again, you will choose the item that most accurately matches the issue you are reporting. The next screen will display the Event Template itself. Here you will see a list of line headers with an empty text box to the right. Each line shows you the information we are requesting; the text box is where you will enter this detail. Once you have entered the information, click on the “Use this template” button to submit the template.

Example of a template for missing remittances

After submitting the template, you will be taken back to the event creation screen. From here you may choose additional event options, add more detail as desired, or submit the completed event.

Template information as it appears on event

Although you may bypass Event Templates entirely, we highly recommend using them to their fullest potential. Templates have proven to be effective at reducing resolution time of support requests.

Event Templates are the progression of policies enacted in the EDI Client Support Center over two years ago. This new tool has been used successfully by Quadax employees during the past months, and we are very excited to finally share it with you. We are confident you too will appreciate Event Templates—especially when your resolution times are reduced!