Article 10: Troubleshooting & Rescheduling Orders

Overview

When issues arise during the order fulfillment process, Phox provides robust troubleshooting workflows. This article covers how to send orders to troubleshooting, cancel deliveries, reschedule orders, and resolve common problems.

Troubleshooting Queues

Types of Troubleshooting

Phox has dedicated troubleshooting queues for different issue types:

QueuePurposeBilling TroubleshootingInsurance/payment issuesScheduling TroubleshootingDelivery timing problemsClinical TroubleshootingMedication/clinical concerns

Accessing Troubleshooting

Navigation:

1. Go to the relevant section (Billing, Scheduling, or Clinical)

2. Click on Troubleshooting

3. View all orders requiring attention

Sending Orders to Troubleshooting

From Any Stage

You can send an order to troubleshooting from most stages:

Steps:

1. Open the order

2. Click the Troubleshooting or Send to Troubleshooting option

3. Select the appropriate troubleshooting queue

4. Add notes explaining the issue

5. Confirm the action

Example: Sending from Clinical to Scheduling Troubleshooting

If a delivery needs to be rescheduled:

1. From Clinical Verification, click troubleshooting option

2. Select Scheduling Troubleshooting

3. System shows: "Delivery will be canceled"

4. Choose whether to notify the patient

5. Enter the reason (e.g., "Patient missed delivery")

6. Add notes (e.g., "Reschedule for February 1st")

7. Click Send to Troubleshooting

Canceling Deliveries

When to Cancel

Cancel a delivery when:

• Patient requests cancellation

• Delivery cannot be made

• Order needs significant changes

• Rescheduling is required

Cancellation Process

Steps:

1. Send order to troubleshooting (triggers cancellation)

2. System prompts: "Delivery will be canceled"

3. Choose notification preference:

   • Send cancellation notification to patient

   • Do not send notification

4. Acknowledge the Descartes order will be canceled

5. Enter cancellation reason

6. Confirm cancellation

Cancellation Reasons

ReasonWhen to UsePatient RequestPatient asked to cancelMissed DeliveryUnable to complete deliveryAddress IssueDelivery address problemPayment IssuePayment not resolvedClinical HoldMedication issue identifiedOut of StockMedication unavailableInsurance IssueCoverage problem

Rescheduling Orders

From Troubleshooting Queue

Steps:

1. Go to Scheduling Troubleshooting

2. Find the order to reschedule

3. Review the troubleshooting notes

4. Click Edit or access order options

Rescheduling Options

From the troubleshooting edit screen, you can:

ActionDescriptionChange AddressUpdate delivery addressChange Order TypeSwitch between delivery/pickupChange Delivery TypeCourier, third party, in-houseReschedule DateSelect new delivery date

Reschedule Process

Steps:

1. Click Reschedule or date change option

2. Select the new delivery date

3. Choose a reason for rescheduling

4. Click Save or Confirm

What Happens:

• Order is removed from troubleshooting

• New Descartes shipment is created

• Order appears in the appropriate queue

• Patient may receive new notification

Rescheduling Reasons

ReasonDescriptionPatient RequestedPatient asked for different dateMissed DeliveryPrevious attempt failedWeatherDelivery delayed due to weatherMedication AvailabilityProduct wasn't readyOperationalInternal scheduling conflict

Viewing Troubleshooting Notes

Note History

When an order is in troubleshooting:

1. Open the order

2. View the note that was added when sent to troubleshooting

3. See any additional notes from the order or patient file

4. Review the full context before taking action

Example Note:

"Missed delivery, please reschedule to February 1st"

Changing Delivery Details

Change Address

Steps:

1. From troubleshooting, click Change Address

2. Enter the new delivery address

3. Verify address is complete

4. Save changes

Change Order Type

Switch between:

• Delivery - Courier brings to patient

• Pickup - Patient comes to pharmacy

Steps:

1. Click Change Order Type

2. Select new type

3. Confirm change

Change Delivery Type

Options include:

• Courier - In-house drivers

• Third Party - External delivery service

• In-House - Internal handling

Resolution Workflow

Completing Troubleshooting

Once an issue is resolved:

1. Make necessary changes (reschedule, update address, etc.)

2. Order automatically moves out of troubleshooting

3. Returns to appropriate workflow stage

4. Continues through normal process

Troubleshooting Flow

Issue Identified → Send to Troubleshooting → Review Notes →
Take Action (Reschedule/Cancel/Update) → Order Returns to Workflow

Team Coordination

Why Different Queues?

Different teams handle different issues:

• Billing Team - Insurance and payment experts

• Scheduling Team - Delivery coordination

• Clinical Team - Pharmacists for medication issues

Routing to the correct queue ensures the right people address each problem.

Best Practices

Sending to Troubleshooting

• Always include detailed notes

• Specify what action is needed

• Provide relevant dates/information

• Select the correct queue

Resolving Issues

• Review all notes before acting

• Contact patient if clarification needed

• Document resolution actions

• Verify order returns to workflow

Communication

• Keep patients informed of changes

• Use notification options appropriately

• Follow up on complex issues

Quick Reference

ScenarioActionNeed to rescheduleSend to Scheduling TroubleshootingInsurance problemSend to Billing TroubleshootingMedication concernSend to Clinical TroubleshootingPatient requests cancelCancel with reasonAddress is wrongChange address from troubleshootingPatient wants pickupChange order type

Next Steps

For managing ongoing patient subscriptions, proceed to Article 11: Subscription Management to learn about viewing and managing recurring orders.