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Overview

Contract management is essential for maintaining clear business relationships with healthcare facilities. This guide covers contract lifecycle management, status tracking, and renewal processes.

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Contract Statuses

The AllCare platform uses four contract statuses to track facility relationships:

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Status Definitions

Initial Status
  • No contract agreement in place
  • Initial discussions ongoing
  • Facility profile may exist for evaluation purposes
Actions Available:
  • Limited system access
  • View facility information only
  • Update status to Pending when contract discussions begin
Contract in Negotiation
  • Contract terms being discussed
  • Agreement in legal review
  • Awaiting signatures
Actions Available:
  • Full system access for setup
  • Can add patients (enrollment paused until Active)
  • Configure services and settings
Contract Signed and Active
  • Service agreement executed
  • Facility receiving services
  • All features enabled
Actions Available:
  • Full operational access
  • Patient enrollment active
  • All services available
  • Billing active
Contract Ended
  • Service agreement terminated
  • Facility no longer receiving services
  • Historical data retained
Actions Available:
  • View-only access to historical data
  • No new patient enrollment
  • Reporting and data export available

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Managing Contract Status

1

Access Facility Profile

Navigate to the facility in the CRM module
2

Locate Contract Status

Find the Contract Status field in the facility details
3

Update Status

Select the appropriate status from the dropdown:
  • Not Contracted
  • Pending
  • Active
  • Churned
4

Add Notes

Document the reason for status change:
  • Contract renewal
  • Service expansion
  • Contract termination
  • Other relevant details
5

Save Changes

Click “Save” to update the contract status

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Contract Lifecycle

The typical progression of contract status:
From StatusTo StatusTrigger
Not ContractedPendingContract discussions begin
PendingActiveContract signed and executed
ActiveActiveContract renewed
ActiveChurnedContract terminated
ChurnedPendingRe-engagement discussions

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Contract Renewal Process

Contracts should be reviewed and renewed on a regular schedule.
1

Renewal Notification (90 days prior)

System automatically flags facilities approaching contract renewal date
2

Review Performance

Assess facility performance metrics:
  • Service utilization
  • Patient satisfaction scores
  • Payment history
  • Support ticket volume
  • Overall engagement
3

Renewal Discussion

Schedule meeting with facility administrator:
  • Review current services
  • Discuss satisfaction
  • Explore additional services
  • Address any concerns
4

Contract Updates

If changes are needed:
  • Update service terms
  • Adjust pricing if applicable
  • Document all modifications
5

Execute Renewal

  • Obtain required signatures
  • Upload new contract documents
  • Update contract dates in system
  • Maintain Active status

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Monitoring Contract Health

Regular monitoring helps identify potential issues before they impact the relationship:

Payment Status

Track timely payments and any outstanding balances

Service Utilization

Monitor which services are being used and how often

Support Metrics

Review support ticket volume and resolution times

Satisfaction Scores

Track facility satisfaction ratings and feedback

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Churn Prevention

Early warning signs that a contract may be at risk:
Risk Indicators:
  • Declining patient enrollment numbers
  • Increased support ticket volume
  • Late or missed payments
  • Administrator disengagement
  • Negative feedback or complaints
  • Decreased service utilization
Immediate Action Required: Schedule check-in call with facility administrator

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Proactive Engagement

1

Identify At-Risk Contracts

Review facilities showing risk indicators
2

Reach Out Promptly

Contact facility administrator within 24 hours
3

Understand Concerns

Listen to facility’s needs and challenges
4

Propose Solutions

Offer adjustments or additional support
5

Follow Up

Schedule regular check-ins to ensure satisfaction

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Contract Termination Process

When a facility decides to end their contract:
1

Termination Notice

  • Receive written termination notice
  • Verify termination date and terms per contract
  • Document reason for termination
  • Review notice period requirements
2

Transition Planning

  • Create comprehensive data export package
  • Schedule knowledge transfer sessions
  • Coordinate patient care transition
  • Identify receiving providers/facilities
3

Final Services

  • Complete all scheduled visits
  • Process final billing cycle
  • Export patient records
  • Provide transition documentation
4

System Updates

  • Update facility status to “Churned”
  • Deactivate user access for facility staff
  • Retain historical data per HIPAA requirements
  • Archive all contract documentation
5

Exit Interview

  • Conduct exit interview with administrator
  • Document feedback for improvement
  • Leave door open for future relationship

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Required Documentation

Maintain these documents for each facility contract:
  • Original service agreement
  • All amendments and addendums
  • Renewal agreements
  • Termination notices (if applicable)
  • Business Associate Agreement (BAA)
  • HIPAA compliance documentation
  • Privacy and security agreements
  • Data processing agreements
  • Contract negotiation notes
  • Renewal discussion summaries
  • Performance review records
  • Termination correspondence

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Best Practices

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Support

Contract Management Support

Email: [email protected]Phone: 949-570-7750Available: Mon-Fri, 8 AM - 8 PM PST