Field Reimbursement Manager

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Field Reimbursement Manager

Field Reimbursement Manager enables users to track, create, and update reimbursement cases from their iPad. Field Reimbursement Manager provides end users with a centralized, focused view of their active caseload, for example, prior authorizations, benefit verifications, and copay assistance requests.

Who can use this feature?

End Users - iPad
Viewing the Cases Tab
Creating Cases
Managing Cases
Creating Cases from a Call Report
Managing Cases from a Call Report
Users do not require an additional license

Configuring Field Reimbursement Manager for

End Users

To configure this feature:

Ensure Configuring Patient CRM and Configuring Call Reporting are complete.
Navigate to Admin > Users & Groups > Permission Sets.
Select the appropriate permission set.
Select the Objects tab.

Grant the following permissions:

Object	Object Permission	Object Types	Fields	Field Permission
account__v	R	n/a	n/a	Read
call__v	R	n/a	n/a	Read
case__v	CRE	reimbursement_case__v	account__v case_subject__v category__v last_modified_date__v name__v mobile_id__v owner__v payer_name__v primary_insurance__v product__v severity__v state__v subcategory__v	Edit
case__activity__history	R	n/a	n/a	Read
case__call__v	CRE	n/a	call__v case__v mobile_id__v	Edit
case__comment__v	CRE	n/a	mobile_id__v	Edit
case__note__v	CRE	n/a	mobile_id__v	Edit
case__queue__v	R	n/a	n/a	Read
case__timeline__v	CRE	n/a	mobile_id__v	Edit
product__v	R	n/a	n/a	Read
user__v	R	n/a	n/a	n/a

Select the Tabs tab.
Grant access to the Cases tab.
Navigate to Admin > Configuration > Objects > Case (case__v).
Select the Layouts tab.
Select the appropriate layout.
Ensure the Case Note section is on the appropriate Case object layout.
Navigate to Business Admin > Objects > Veeva Settings.
- Enable ENABLE_CASES_ON_CALL to allow end users to associate Cases from active call reports
- Add Case to the TAB_NAV_DISPLAY message to control the sort order and position of the Cases tab in iPad navigation. If not configured, the Cases tab displays directly to the right of the Accounts tab by default. For more information, see Managing Tab Visibility and Display Order.
Navigate to Business Admin > Objects > VMobile Object Configurations.
Ensure a VMOC is enabled for the case__v object for iPad.

Configuring the X-Page Entry Point for

End Users

Admins can optionally configure an X-Pages entry point on the Cases tab to display custom dashboards relevant to end users.

To configure this feature:

Ensure X-Pages is configured.
Navigate to Admin > Users & Groups > Permission Sets.
Select the appropriate permission set.
Select Objects.

Grant the following permissions:

Object	Object Permission	Object Types	Fields	Field Permission
html_report__v	R	case__v	All applicable fields	Read

Viewing the Cases Tab as

End Users

End users can use the Cases tab to view all assigned cases in a sortable, filterable table. The Cases tab includes two sub-tabs:

All Cases - Displays the user’s accessible Case records in a table view
X-Pages Studio - Displays dynamic interactive content if configured

Viewing the All Cases Sub-Tab

Cases are sorted with Escalated state cases first, then in descending order by Last Updated. Escalated status cases display a yellow warning triangle for the Status field.

Select a column header to sort by ascending or descending values. Users can also use inline search to search cases based on the case subject, account name, or case number. All locally synced case metadata displayed in the table is searchable.

[screenshot - All Cases sub-tab]

The table on the All Cases sub-tab displays the following columns. The Case Subject column is frozen on the left-side of the screen when horizontally scrolling.

Column	case__v Field Name
Case Subject	case_subject__v
Status	state__v
Scheduled Call	case_call__v
Category	category__v
Subcategory	subcategory__v
Account	account__v
Product	product__v
Payer Name	payer_name__v
Primary Insurance	primary_insurance__v
Severity	severity__v
Case Number	name__v
Case Owner	owner__v
Last Updated	last_modified_date__v

The Scheduled Call column displays the date and time of the next upcoming, unsubmitted call associated with the case. If the case has multiple associated calls, the column displays the nearest upcoming, unsubmitted call.

Creating a Case as

End Users

End users can create new cases via the All Cases sub-tab or from within the Manage Cases modal on a call report.

To create a case from the All Cases sub-tab:

Navigate to Cases > All Cases.
Select the plus icon (+) in the top-right corner of the screen.
Populate the fields in the Case modal.
Select Save.

When the case is created, the following records are created:

A new case__v record with the reimbursement_case__v object type
A case_note__v record with the text entered in the Case Note field, if applicable
A case_timeline__v record
If created via the Manage Cases modal on a call report, a case_call__v join record linking the new case to the active call

Managing a Case as

End Users

Select a case row in the All Cases sub-tab to access the Case Details. This screen displays the case information based on the reimbursement_case_layout__v page layout assigned to the user. The Case Details screen is organized into the following sections:

Case Note - Displays the most recent case note
Details - Displays standard case attributes, for example, Case Subject, Category, and Status
Payer and Insurance - Displays payer-specific fields, for example, Payer Name, Pharmacy Name, and Primary Insurance
Account - Displays the account associated with the case

[screenshot - Case Details]

Creating a Call Report from Cases

When viewing the Case Details screen, users can select the handshake icon in the top-right corner to create a new call report associated with the case.

When a call report is created via the Case Details screen, a case_call__v record is created and tied to the parent call record.

Updating the Case Lifecycle State

This reason is logged as a case_comment__v record for compliance. If an internet connection is not available, an error message displays and the state is not updated.

To update a case lifecycle state:

Navigate to the appropriate Case Details screen.
Select Edit in the top-right corner.
Expand the Lifecycle State drop-down.
Select the updated state to open the Change Lifecycle State modal.
Enter the reason for the state change.
Select Save.

Editing Case Details

Users can edit case information from the associated Case Details screen. Case Number, Created Date, and Last Modified Date are read-only and can not be edited.

To edit a case:

Navigate to the appropriate Case Details screen.
Select Edit in the top-right corner.
Update the necessary fields.
Select Save.

Managing a Case from a Call Report as

End Users

End users can associate and manage cases with an active, unsubmitted call report without leaving the call.

The Add Cases to this Call modal displays case cards for cases associated with the call’s account that are not Closed or Solved, as well as any cases already attached to the call. Cases are sorted with Escalated cases first, then in descending order by Last Updated.

Associating a Case with a Call Report

To associate a case with a call report:

Navigate to the unsubmitted call report.
Select the briefcase icon in the call report header to open the Add Cases to this Call modal.
Select the appropriate case(s).

[screenshot - Add Cases to this Call modal]
Select Save.

Editing a Case from a Call Report

To edit a case from a call report:

Navigate to the unsubmitted call report.
Select the briefcase icon in the call report header to open the Add Cases to this Call modal.
Select Edit Case for the corresponding case.

[screenshot - Call Report in Edit view]
Update the necessary fields.
Select Save.

Selecting Cancel in the Add Cases to this Call modal after creating or editing a case does not discard those changes. Created cases remain attached to the call, and case edits persist.