Assign Responsibility for New Complaints & Incidents

Use automated workflow rules or manually assign new cases

i-Sight offers two primary ways to assign new cases:

• Manually on case-by-case basis
• Automatically using workflow engine

Manually Assign Cases

If you choose not to use automatic case assignment, i-Sight will place new cases in a “Pending Queue” where managers can go to assign responsibility. Assigning cases is a one-click process within i-Sight enabling mangers to quickly assign new cases.

Once the manager selects a person, i-Sight automatically triggers a notification email to the new “Case Owner”. This notification email will be received in their normal inbox and will contain a link to the case file so they can easily retrieve the case.

Inactivity alerts can also be used.  Managers can receive an email alert if a newly assigned case is inactive for a certain period of time.

Automatically Assign Cases Using the Workflow Engine

i-Sight lets you create workflow rules to automatically assign cases based on certain criteria.  For example, i-Sight can be configured to automatically assign incidents to an investigator, while all patient complaints are assigned to the patient relations specialist.

The workflow engine enables you to create assignment logic based on any criteria.  In larger teams this could be based on the issue type, department, location, or any other criteria.

Advantages:

The Confirmation Step

i-Sight has a confirmation step built into assignments to ensure cases don’t fall between the cracks.  Once someone is assigned they need to “Confirm Ownership” of the case.  If this step doesn’t occur within the specified time frame, alerts can be sent via email to designated managers.