Occasionally a provider will inadvertently create a duplicate record in SAMS. Providers should do all they can to avoid creating a duplicate, as this adds time to the submission/review process, and delays the start of your member's services. Please consult the article on the AGD Support Blog titled Avoiding Duplicates by Careful Locate/Create for helpful tips to avoid creating duplicates.
If a duplicate record is created, AGD Support has developed a simplified process to manage the resolution of this issue (effective as of May 16, 2016).
1. When Coastline finds that a duplicate record has been created, they will change the Status of the Activity & Referral record in SAMS to Waiting, with the Reason of Duplicate Consumer Record Identified, as shown below.
2. On a regular basis, AGD Support will look for any Activity & Referral records in SAMS with this Status and Reason, and complete the merges as needed.
It is no longer necessary for the provider to contact AGD Support to request a duplicate record merge.
3. When AGD completes the merge, the status of the Activity & Referral will be changed back to Not Started, and a note will be added to the comments field. Coastline will review the submission, and either continues processing the submission, or, if there are other issues that require action from the provider, change the Activity & Referral status again to Waiting.
To emphasize this last point: When the provider sees an Activity & Referral with a status of Waiting they should always check the Reason. It is quite possible that a submission is missing key documents, or contains errors, in addition to being a duplicate record. If this is the case, Coastline will remove the “Duplicate” Reason, but maintain the status of Waiting.
How to display [Reason Code] on your dashboard widget.
It is good practice to display the Reason for the Activity & Referrals in your dashboard widgets. Do this by clicking Format Widget, moving Reason to the items to display, and moving the Reason column by click and drag to a visible location. Steps to configure this view are shown below.
1. Within your Waiting widget, click on Format Columns:
2. In the Format Columns window, select Reason on the left side under Available Columns, and click the arrow to bring it over under Current Columns. Then click OK.
3. Expand the widget by clicking on the Maximize button on the upper right:
4. Click and hold on the column header for Reason, and drag it to the left so it will be in your view when the widget is back in its smaller size. It makes sense to move it next to the status column.
5. Now click on the Minimize button to return the widget to its original size.
The Reason column is now in view within the widget on your dashboard.