A rejected case just means the facility needs you to make a correction before they can process it. Here's how to handle it:
Open the rejected case in the Helia Connect app, or find it under Rejected Cases in Activity Overview on the web. Click "Edit."
Read the rejection comments carefully — the reviewer will have noted exactly what needs to change.
Make the corrections. This could include updating an item, correcting a quantity, adding a CAP code, or adding a required comment.
Tap Submit to resubmit. The case goes back to the facility for review.
Common rejection reasons include:
A missing or incorrect item
A quantity that doesn't match the facility's records
A missing CAP code or pricing code
Insufficient comments on a flagged item
Wrong facility department selected
Tip: Always read the rejection comment before making changes — it tells you exactly what the reviewer needs. Resubmitting without addressing the right issue will result in another rejection.
What if the rejection reason is blank, showing an error code, or saying "item not found"?
If your case was rejected and the rejection comment appears blank, isn't displaying, is showing an error code, or is showing a message like "item not found" instead of a readable explanation, this needs to be investigated by our team.
Submit a ticket by clicking the chat icon in the bottom right corner and include your DO# and a note describing exactly what you're seeing. Our team will investigate and let you know what the rejection comment says and what correction is needed.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.