Good Morning,
I need suggestions on an approach for the following scenerio:
I have a CALL LIST that provides our representatives, Disease Managers, and Case Managers with our member information.
Using the CALL LIST, our representatives MUST outreach to our members at least 3 times. I have a process that tracks each time a member has had some contact. After the 3rd contact the record is closed but remains in the CALL LIST for our Disease Managers and Case Managers to continue to care for and provide notes on. The record is locked so no further attempt action can take place and a lable provides all users with the information that the outreach attempts for this member is complete.
Each time the member is contacted, using the dDATE_OF_CONTACT, the record is cycled to the bottom of the call list (query) so that the same member won’t be contacted by another representative in the same day. Each day the CALL LIST recycles the CALL LIST so the members who have the least amount of outreach attempts is contacted first. All is fine here.
What I want to do is, once the member has acquired the 3rd contact, this record needs to cycle to the bottom of the call list and remain there so the member isn’t contacted again by a representative. I have created a PURGE flag and once the 3rd contact is made, the PURGE is set to true. However, I don’t want to remove this record from the CALL LIST because the Disease and Case Managers still need to update the members information.
In essence, if PURGE = TRUE, then this record is last in the list. This way the representatives will almost never see them but can be located (using a cbo box) at any time should the member call in and need assistance.
Does anyone have any suggestions on how I might accomplish this?
Thanks in advance.
