CUST_SERVICE
Description:
The CUST_SERVICE table stores information entered into system's Customer Service module. This can be used to report on communication between medical facility staff and patients.

Primary Key
Column Name Ordinal Position
COMM_ID 1

Column Information
Name Type Discontinued?
1 COMM_ID NUMERIC No
The unique identifier for the customer service communication.
2 ENTRY_USER_ID VARCHAR No
The unique ID of the user who created the customer service communication.
3 ENTRY_USER_ID_NAME VARCHAR No
The name of the user record. This name may be hidden.
4 ENTRY_DATE DATETIME No
The date the customer service communication was entered.
5 SOURCE_TYPE_C_NAME VARCHAR No
The category value representing the source type of the customer service communication. Refers to the person or entity contacting your facility's customer service representative.
May contain organization-specific values: Yes
Category Entries:
Patient
Provider
Employer Group
Carrier
Guarantor Account
Network
Vendor
Payer
Premium Billing Account
Employee
Pool
Ad Hoc
Pharmacy
Worker
Department
Prospective Patient
Submitter
Authorized Representative
Responsible Party
Facility
6 SOURCE_MEMBER_ID VARCHAR No
If the source of the customer service communication is a person who receives care at your facility or is a member of your health plan, this column contains the Patient (EPT) ID of that member.
7 TOPIC_C_NAME VARCHAR No
The category value of the topic of the customer service communication record.
May contain organization-specific values: Yes
8 SUBJECT_TYPE_C_NAME VARCHAR No
The category value representing the subject type of the customer service communication. Refers to the person or entity the customer service communication is about.
May contain organization-specific values: Yes
Category Entries:
Provider
Employer Group
Vendor
Carrier
Referral
AP Claim
Network
Patient
Location
Place of Service
Department
Premium Billing Account
Guarantor Account
Requisition Grouper
Hospital Account
Bank Reconciliation
AP Check
Prospective Patient
Order
Campaign
Estimate
Employee
Decision
Responsible Party
Analytics Project
Authorization Request
Coverage
Rejected Claim
Research Study
Cosmos Teleport
9 RES_C_NAME VARCHAR No
The resolution reason category value for the customer service communication.
May contain organization-specific values: Yes
10 RES_USER_ID VARCHAR No
The unique ID of the user who resolved the customer service communication.
11 RES_USER_ID_NAME VARCHAR No
The name of the user record. This name may be hidden.
12 RES_DATE DATETIME No
The date the customer service communication was resolved.
13 RES_SATISFACTION INTEGER No
The recorded satisfaction of the customer service communication.
14 PRIORITY_C_NAME VARCHAR No
The category value associated with the priority of the customer service communication.
May contain organization-specific values: Yes
Category Entries:
High
Routine
Low
15 SUMMARY VARCHAR No
The summary of the customer service communication.
16 SOURCE_STAFF_ID VARCHAR No
If the source of the customer service communication is an employee of your facility, this column contains the Provider (SER) ID of that employee.
17 SOURCE_PLAN_GRP_ID VARCHAR No
If the source of the customer service communication is a plan group, this column contains the Payor Plan Group (PPG) ID of that plan group.
18 SOURCE_PLAN_GRP_ID_PLAN_GRP_NAME VARCHAR No
The name of the employer group record
19 SOURCE_CARRIER_ID VARCHAR No
If the source of the customer service communication is a carrier, this column contains the Carrier (MCR) ID of that carrier.
20 SOURCE_CARRIER_ID_CARRIER_NAME VARCHAR No
The name of the carrier record.
21 SOURCE_ACCOUNT_ID NUMERIC No
If the source of the customer service communication is a guarantor account, this column contains the Accounts Receivable (EAR) ID of that guarantor account.
22 SOURCE_NETWORK_ID VARCHAR No
If the source of the customer service communication is a provider network, this column contains the Network Database (NET) ID of that provider network.
23 SOURCE_NETWORK_ID_NETWORK_NAME VARCHAR No
The name of the network.
24 SUBJ_MEMBER_ID VARCHAR No
If the subject of the customer service communication is a person who receives care at your facility or is a member of your health plan, this column contains the Patient (EPT) ID of that member.
25 SUBJ_STAFF_ID VARCHAR No
If the subject of the customer service communication is an employee of your facility, this column contains the Provider (SER) ID of that employee.
26 SUBJ_PLAN_GRP_ID VARCHAR No
If the subject of the customer service communication is a plan group, this column contains the Payor Plan Group (PPG) ID of that plan group.
27 SUBJ_PLAN_GRP_ID_PLAN_GRP_NAME VARCHAR No
The name of the employer group record
28 SUBJ_CARRIER_ID VARCHAR No
If the subject of the customer service communication is a carrier, this column contains the Carrier (MCR) ID of that carrier.
29 SUBJ_CARRIER_ID_CARRIER_NAME VARCHAR No
The name of the carrier record.
30 SUBJ_NETWORK_ID VARCHAR No
If the subject of the customer service communication is a provider network, this column contains the Network Database (NET) ID of that provider network.
31 SUBJ_NETWORK_ID_NETWORK_NAME VARCHAR No
The name of the network.
32 SUBJ_VENDOR_ID VARCHAR No
If the subject of the customer service communication is a vendor, this column contains the Vendor (VEN) ID of that vendor.
33 SUBJ_VENDOR_ID_VENDOR_NAME VARCHAR No
The name of the vendor.
34 SUBJ_REFERRAL_ID NUMERIC No
If the subject of the customer service communication is a referral, this column contains the Referral Database (RFL) ID of that referral.
35 SUBJ_CLAIM_ID NUMERIC No
If the subject of the customer service communication is a claim, this column contains the Claims System (CLM) ID of that claim.
36 PAT_ENC_CSN_ID NUMERIC No
The unique identifier of the patient encounter related to the customer service communication.
37 RKP_ID VARCHAR No
The unique ID of the risk panel for the customer service communication.
38 RKP_ID_RISK_PANEL_NAME VARCHAR No
The name of the risk panel.
39 LOB_ID VARCHAR No
The line of business for the customer service communication.
40 LOB_ID_LOB_NAME VARCHAR No
The name of the line of business record.
41 REC_SENSITIVITY_C_NAME VARCHAR No
The category value for the sensitivity type of the customer service communication.
May contain organization-specific values: Yes
42 REC_COMM_ORIGIN_C_NAME VARCHAR No
The category value of the application which initiated the customer service communication.
May contain organization-specific values: No
Category Entries:
Resolute
Cadence
Tapestry
EpicCare
ADT
Hyperspace
Prelude
EpicWeb
Registration
MyChart
Lab
Import
External
Transfer Center
Transfer Destination
Live Chat
Prospects Web Form
Campaign
EpicLink
Leader Round Concern
Leader Round Praise
Leader Round Ticket
43 SRC_CUSTOMER VARCHAR No
If the source type of the customer service communication is a custom value, this column contains the free text source. For example, the name of the person who called your facility's customer service representative.
44 SRC_VENDOR_ID VARCHAR No
If the source of the customer service communication is a vendor, this column contains the Vendor (VEN) ID of that vendor.
45 SRC_VENDOR_ID_VENDOR_NAME VARCHAR No
The name of the vendor.
46 SRC_PAYOR_ID NUMERIC No
If the source of the customer service communication is a payor, this column contains the Payor Master (EPM) ID of that payor.
47 RECORD_ENTRY_TIME DATETIME (Local) No
The time the customer service communication was entered.
48 SUB_CUSTOMER VARCHAR No
If the subject type of the customer service communication is a custom value, this column contains the free text subject. For example, the name of the person the customer service communication is about.
49 SUB_LOCATION_ID NUMERIC No
If the subject of the customer service communication is a location, this column contains the Facility Profile (EAF) ID of that location.
50 SUB_POS_ID NUMERIC No
If the subject of the customer service communication is a place of service, this column contains the Facility Profile (EAF) ID of that place of service.
51 SUB_DEPT_ID NUMERIC No
If the subject of the customer service communication is a department, this column contains the Department (DEP) ID of that department.
52 REC_RES_TIME DATETIME (Local) No
The time the customer service communication was resolved.
53 LAB_SPECIMEN_ID VARCHAR No
Laboratory specimen associated with this laboratory communication log.
54 SUBJ_REQ_GRP_ID NUMERIC No
The unique ID of the requisition grouper associated with the laboratory communication log.
55 LAB_LOG_STATUS_C_NAME VARCHAR No
The Lab Comm Log Status category value for the laboratory communication log.
May contain organization-specific values: No
Category Entries:
Open
Completed
56 EXTERNAL_ID_NUM VARCHAR No
The external ID for the customer service communication.
57 SUBJECT_EAR_ID NUMERIC No
If the subject of the customer service communication is a guarantor account, this column contains the Accounts Receivable (EAR) ID of that guarantor account.
58 VALID_CRM_YN VARCHAR No
Indicates whether the customer service communication is valid. 'Y' or NULL indicates the communication is valid. 'N' indicates the communication is invalid.
May contain organization-specific values: No
Category Entries:
Yes
No
59 RES_1ST_ATTEMPT_YN VARCHAR No
Indicates whether the customer service communication was resolved on the first attempt. 'Y' indicates it was resolved on first attempt. 'N' indicates it was resolved after first attempt or is still unresolved. A null value indicates the customer service communication was created but never opened or required values were not entered.
May contain organization-specific values: No
Category Entries:
No
Yes
60 OWN_BUS_SEG_EAF_ID NUMERIC No
Owning business segment, for use in business segmentation. Only populated if the customer service communication is created in a payor business segment. Not populated when the record is created in a service area.
61 CREATION_SA_PBS_ID NUMERIC No
The unique ID of the service area or payer business segment where the customer service communication was created.
62 SUB_TOPIC_C_NAME VARCHAR No
The category value of the subtopic of the customer service communication record. Used in combination with TOPIC_C to further categorize the topic of the customer service communication.
May contain organization-specific values: Yes
63 HAR_ID NUMERIC No
If the subject of the customer service communication is a hospital account, this column contains the Hospital Account (HAR) ID.
64 ROUT_HX_HTH_ID NUMERIC No
The routing history thread for the customer service communication.
65 SOURCE_PBA_ID VARCHAR No
If the source of the customer service communication is a premium billing account, this column contains the PB Account (PBA) ID.
66 SUBJECT_PBA_ID VARCHAR No
If the subject of the customer service communication is a premium billing account, this column contains the PB Account (PBA) ID.
67 LAB_REQ_ID NUMERIC No
Laboratory requisition associated with this laboratory communication log.
68 LAB_CASE_ID NUMERIC No
The unique ID of the laboratory case associated with the laboratory communication log.
69 BANK_RECON_ID NUMERIC No
If the subject of the customer service communication is a bank reconciliation, this column contains the Cash (CSH) ID of that bank reconciliation.
70 SOURCE_PROSPECT_ID NUMERIC No
If the source of the customer service communication is a prospective patient, this column contains the Requisition Grouper (RQG) ID of that prospective patient.
71 SUBJECT_PROSPECT_ID NUMERIC No
If the subject of the customer service communication is a prospective patient, this column contains the Requisition Grouper (RQG) ID of that prospective patient.
72 SOURCE_SUBMITTER_ID NUMERIC No
If the source of the customer service communication is a submitter, this column contains the Submitter (SMT) ID of that submitter.
73 SOURCE_SUBMITTER_ID_RECORD_NAME VARCHAR No
The name of the submitter record.
74 SUBJECT_ORDER_ID NUMERIC No
If the subject of the customer service communication is an order, this column contains the Order (ORD) ID.
75 SUBJECT_CAMPAIGN_ID NUMERIC No
If the subject of the customer service communication is a campaign, this column contains the Campaign (CCT) ID of that campaign.
76 SUBJECT_CAMPAIGN_ID_CAMPAIGN_NAME VARCHAR No
The name of the campaign record.
77 SUBJECT_DECISION_ID NUMERIC No
If the subject of the customer service communication is a decision, this column contains the Financial Assistance Tracker (FNT) ID of that decision.
78 SUBJECT_ESTIMATE_ID NUMERIC No
If the subject of the customer service communication is an estimate, this column contains the Estimate (PES) ID of that estimate.
79 ENTRY_UTC_DTTM DATETIME (UTC) No
The date and time when the customer service communication was entered, in UTC format.
80 RESOLUTION_UTC_DTTM DATETIME (UTC) No
The date and time when the customer service communication was resolved, in UTC format.
81 SOURCE_RESP_PRTY_GUID VARCHAR No
If the source of the customer service communication is a responsible party for a patient, this column contains the GUID of that responsible party.
82 SUBJECT_RESP_PRTY_GUID VARCHAR No
If the subject of the customer service communication is a responsible party for a patient, this column contains the GUID of that responsible party.
83 SOURCE_USER_ID VARCHAR No
If the source of the customer service communication is an employee, this column contains the ID of that user record.
84 SOURCE_USER_ID_NAME VARCHAR No
The name of the user record. This name may be hidden.
85 VOID_USER_ID VARCHAR No
The user who voided this NCS
86 VOID_USER_ID_NAME VARCHAR No
The name of the user record. This name may be hidden.
87 VOID_UTC_DTTM DATETIME (UTC) No
Instant at which this NCS was voided.
88 APPEAL_DECISION_DATE DATETIME No
The date the appeal's outcome was decided.
89 APPEAL_SENT_TO_IRE_DATE DATETIME No
The date the appeal case was sent to the Independent Review Entity.
90 SUBJECT_AUTH_REQUEST_ID NUMERIC No
Auth Request (AUG) that this CRM is about.
91 APPEAL_GRIEVANCE_NOTIF_DATE DATETIME No
The date the appeal or grievance's notification was sent out.
92 SUBJECT_CLAIM_RECON_ID VARCHAR No
If the subject of the customer service communication is a rejected claim, this column contains the rejected claim (CRD) ID of that rejected claim.
93 SUBJECT_COVERAGE_ID NUMERIC No
Coverage (CVG) that this CRM is about.
94 SUBJECT_RESEARCH_ID VARCHAR No
If the source of the customer service communication is a research study, this column contains the ID of that research study.