How to set, review, and use denial reasons
When managing a large number of enrollments, it can be difficult to track why each site was denied and identify common eligibility issues. This feature helps you create a set of frequently used denial reasons to streamline the process and make tracking easier.
Denying a Site Without Configured Reasons
When denying a site, you have the option to add a reason for denial. If reasons are not configured, you can manually type a denial reason and add a customer message in the Use Template tab or create a custom message in the Compose Message tab.
Setting Denial Reasons
You can pre-configure common denial reasons and, when you use the Relay Message Center, link them to message templates. To set them up, go to the Pending Sites page and click the Denial Reason button in the top left corner.
In the modal, you can add a new reason and optionally select a message template. Only templates with the “Deny Site” type will be available, so you may need to create new ones in the Message Center if necessary. If no template is attached, the send customer notification is turned off by default, but it can be enabled later if needed.
Once saved, these reasons are available in the Deny Site modal for quick selection when denying sites.
Denying a Site with a Configured Reason
When denying a site with pre-configured reasons, on the Deny Site modal select a reason from the dropdown. If the reason has a linked message template, the modal automatically populates it. This helps maintain consistency in messaging, but you can still change the template or disable the notification if needed.
Tracking Denial Reasons
To review denial reasons, navigate to the Archived Sites page. Denial reasons appear under the Status column. The denial date and reason are also displayed in a banner on the site details page.
For broader analysis, you can export archived sites to a CSV file, which includes a Denial Reason column if reasons were provided. This helps to track patterns and common eligibility issues and quickly evaluate sites that may become eligible after resolving prior issues