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When a case comes back rejected for pricing, the first thing to do is read the rejection comment carefully. The facility reviewer will usually tell you exactly what they flagged. Here's how to identify which situation you're in and what to do about it.
Scenario 1 — The item is flagged as not on contract
The item either isn't covered under your active agreement at that facility, or it's under a different contract section than what's currently loaded in Helia.
Before escalating, check with your corporate team to confirm whether the item is covered and whether there's a contract number or amendment that supports it. Using an item for years is not confirmation that it's on contract — what matters is documented coverage.
If your corporate team confirms coverage and you have a contract number or amendment reference, submit a ticket by clicking the chat icon in the bottom right corner and include the item number, DO#, and the contract number or amendment reference. Our team will investigate the contract configuration.
If your corporate team can't confirm coverage or you don't have a contract number, do not resubmit assuming the facility will approve it.
Scenario 2 — The price doesn't match what the facility has on file
This means there's a discrepancy between what's loaded in Helia and the facility's contract data. Do not resubmit at the same price — it will be rejected again. Submit a ticket by clicking the chat icon in the bottom right corner and include:
The item number
The DO#
The price showing in Helia
The correct price from your records
The contract number or amendment reference if you have it
Once our team confirms the fix is live, delete and re-add the item before resubmitting so the updated pricing populates.
Scenario 3 — The quantity or unit of measure is wrong
This is something you can fix yourself. Open the rejected case, read the rejection comment to confirm the quantity or UOM issue, tap the item, correct it to match your records, and resubmit.
Note: If you're unsure which scenario applies to your case, submit a ticket by clicking the chat icon in the bottom right corner with the DO# and the rejection comment and our team will help identify the root cause.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.