Rejected Cases
What to do when a case is rejected — how to read rejection comments, make corrections, resubmit, and understand auto-rejections.
19 articles
- What does ‘auto-reject’ mean and why did it happen?What auto-reject means, why it happens, and how to resubmit your case.
- How do I reassign a case to another rep?Step-by-step instructions for reassigning a case in Helia and what to expect after.
- Why did my case get rejected by automation — and what does that mean?What Helia's automated rejection system is, why it fires, and what steps to take when your case is auto-rejected before facility review.
- How do I update the surgery type or case code on a rejected case?How to correct the surgery type, case code, or procedure on a rejected Helia case before resubmitting to the facility for review.
- The facility says there's an extra item on my case — what do I do? [Rep]How to resolve an extra item flag on your Helia case, who to contact at the facility, and how to prevent it next time.
- My case was rejected for pricing — what do I do? [Rep]What to do when a case comes back rejected for a pricing issue — how to read the rejection, identify the cause, and get it resolved.
- My case was rejected. What should I do?What to do when a case is rejected — how to read comments, make corrections, and resubmit to the facility.
- I accidentally rejected my case back to myself. What now?What happens when you edit a submitted case and it gets auto-rejected, and how to quickly resubmit it.
- Can I resubmit a rejected case, or do I need to create a new one?You never need to start over after a rejection — how to resubmit the existing case with corrections.
- I made the corrections but my case keeps getting rejected. What's happening?Why a case might keep getting rejected after corrections, and how to identify and fix recurring rejection issues.
- My case was rejected with a "Database temporarily unavailable" error. What does that mean?What to do when a case is rejected with a database unavailable message and how to resolve it.
Items & Catalog
How items, pricing, and catalog work in Helia — including off-contract items, CAP codes, SINs, UOM, bundles, and missing items.
- Why does an item show a different price per box vs. per unit?Why an item shows a different price per box vs. per unit, and how to fix it.
- I was told to resubmit my case after a pricing fix — here's exactly howHow to resubmit a case in Helia after a pricing fix, including how to delete and re-add items to refresh pricing.
- A new item was added to my company's catalog — how do I get it added to Helia? [Rep]How new items get added to Helia, who needs to act, and what to do if an item you need is missing from the app.
- I can't find an item in Helia. What should I do?What to do when an item isn't showing up in the Helia catalog — missing items, wrong item numbers, and add requests.
- An item says "not on contract." What does that mean?What the not-on-contract flag means on a case item, and what action if any you need to take as the rep.
- What does "multiple pricing sections available" mean?What the multiple pricing sections message means on a case and whether you need to take action as a rep.
- There's a unit of measure (UOM) issue on my case. What do I do? [Rep]What to do when there's a UOM or unit of measure mismatch on an item — how to report it and get it resolved.
- How do I request a product be added to the catalog?How to request a new item or product be added to the Helia catalog when it's missing from search results.