"Insights" are alerts in Lookout that prompt action. While reports and dashboards are useful for managers, insights are conveniently located where daily operations occur. For instance, insights are displayed on the membership dashboard or on the membership page.
Current available insights
Package management fee (PMF) warnings
If a Home Care Package (HCP) member does not receive any services in a given month, there is a possibility that their package management fee may be refunded as it is considered at risk.
If at risk, an insight is shown on the member’s dashboard, which prompts the user to take action by
Scheduling a visit
Setting up a referral
Creating a ticket
The Lookout Dashboard provides a concise overview of memberships and the associated potential revenue that may be at risk.
Users have the option to filter the membership list to show only those who are at risk.
PMF insights will automatically resolve themselves as members receive services. It may be common for PMF warnings to appear at the start of each month if visits are yet to be rostered.
FAQs
What is the difference between PMF insights and the Members with HCP fees at risk standard report?
The PMF at Risk dashboard identifies members at risk during the claim month, specifically HCP members without scheduled visits or services. Meanwhile, the Members with HCP Fees at Risk report is retrospective, flagging members charged with care and package management fees for a finalised claim month despite not receiving services.
It's important to note that members whose services are recorded solely through manually added account transactions or account imports may still appear as at-risk memberships.
To ensure accuracy, review these memberships to confirm that services were delivered and not refunded or cancelled via another account transaction. This report can also serve as a valuable reference for refunding incorrectly charged fees, ensuring compliance and transparency in billing practices.