BREAKING NEWS 8/28/25
How to Determine if an acct is Invitational
Step 1: Open your opt out tool located at the top of your MP
Step 2: Ask if your caller is a DM (Decision Maker)
Step 3: Is acct value less than $15k
If less move forward to opt out acct
If more continue to step 4
Step 4: Open Status History
Step 5: Look for the most recent activity under the current enrollment type
Step 6: In the "modified by" Column, do you see any of the following?
ITOPS
EVO Pilot
Pruthford
Elee
plynch
InvFaxPilot
Circleback
StoreFinancial
rluther
Brown Bag
Or in the "notes" column, you see the terms "PHASE" or "PILOT"
If the answer is "Yes" move forward with opt out process; if no, continue to next step
Step 7: Is the activity in Status History more or less than 90 days?
If yes, create a work item for the agent who enrolled the acct
This can be determined by locating the memo left by the agent in the Interactions screen
If no, WARM transfer to CARE
if no answer, create a work item unassigned
All accounts that are looking to enroll in or convert to a different product (Select or VRA), will now be sent over to CARE.
This is the breakdown. In a nutshell, most conversions go to CARE except CBC and Invitational.
CARE gets:
Non-CBC Conversions
Non-Invitational Conversions
Invitational Conversions over 9 months since enrollment
Under $15K APV (create Conversion ticket please)
Enrolled provider wishing to enroll in ACH+ from Select
Opt outs over 3 months since enrollment
PE gets:
Over $15k value
Unverified
Invitational Conversions less than 9 months since enrollment
Opt outs less than 3 months since enrollment
CHC providers wishing to enroll in ACH+
CBC Conversions and Opt Outs:
Custom Branded Card (CBC) accounts wanting to disenroll or convert will have a work item created for: Sales > Conversion Lead.
We will no longer be doing these enrollments or conversions ourselves. Please transfer accordingly.
Create a work item
Below is the process on how to create a work item.
Create Work Item
Department: Sales
Work Item Type: Retention Lead
*A template will not generate; Use Below Template*
Contact Name:
Contact Title:
Contact Phone#:
Provider Email:
Are they an authorized DM?
Why are they requesting to Opt Out?
Create a work item
Below is the process on how to create a work item.
Create Work Item
Department: Sales
Work Item Type: Retention Lead
*A template will not generate; Use Below Template*
Contact Name:
Contact Title:
Contact Phone#:
Provider Email Address:
Are they an authorized DM?
Provider is requesting to enroll
This is for the CARE/PE (Please choose a dept.)