Contact Exceptions Report – Help with this Report

Document Scope

The Contact Exceptions Report provides summary metrics and member-level details to help users review invalid phone numbers across Outcomes-eligible, annually CMR-eligible, and currently CMR-eligible member populations. The report includes filters, invalid-phone counts and percentages, primary-phone exception indicators, and alternative-phone information for the selected population. Member-level access and exports are subject to the permissions of the signed-in role.

Document Purpose

This guide explains the Contact Exceptions Report filters, key performance indicators, member-level data, export options, and role-based access and interpretation notes. Its purpose is to help users select the population needed for review, distinguish the denominators used in invalid-phone percentages, identify primary-phone exceptions, and review available alternative contact information. The guide also provides recommendations for using and exporting authorized data to support follow-up, remediation, reconciliation, and operational activities.

Available Filters

Filter Name	Type	Description
Program Name	Multi-select	Narrows results to the selected program.
Client	Multi-select	Narrows results to the selected client.
Policy	Multi-select	Narrows results to the selected policy.
CMR Eligible	Select	Filters members based on whether a CMR eligibility start date exists in the report calendar year.
Currently Outcomes Active	Select	Filters members based on the Currently Outcomes Active indicator.
Currently CMR Eligible	Select	Filters of members based on whether a CMR can be documented as of the report date.

Outcomes Recommendation:

Begin with Client and Policy, then use CMR Eligible, Currently Outcomes Active, or Currently CMR Eligible to isolate the operational population needed for review.

Key Performance Indicators

Indicator	Description
Total Members	Count of members on the member list with Outcomes eligibility during the report calendar year.
Members with Invalid Phone Numbers	Count of Outcomes Eligible members whose Invalid Phone Flag is Y.
Percentage of Members with Invalid Phone Numbers	Members with Invalid Phone Numbers divided by Total Members.
Total CMR Eligible Members	Count of members with a CMR eligibility start date in the report calendar year.
CMR Eligible Members with Invalid Phone Numbers	Count of CMR-eligible members whose Invalid Phone Flag is Y.
Percentage of CMR Eligible Members with Invalid Phone Number	CMR Eligible Members with Invalid Phone Numbers divided by Total CMR Eligible Members.
Currently CMR Eligible Member Count	Count of members who can currently have a CMR completed and need a CMR.
Currently CMR Eligible Member Count with Invalid Phone Number	Count of currently CMR-eligible members whose Invalid Phone Flag is Y.
Percentage of Currently CMR Eligible Member Count with Invalid Phone Numbers	Currently CMR Eligible members with invalid phone numbers divided by Currently CMR Eligible Member Count.

Note: Each KPI recalculates using the active filters. The invalid-phone percentages use different member populations as their denominators.

Outcomes Recommendation:

Confirm the denominator before comparing percentages. Use Total Members for the full eligible population, Total CMR Eligible Members for annual CMR eligibility, and Currently CMR Eligible Member Count for the population that can currently receive a CMR.

Invalid Phone Number Members

The member-level breakdown is filtered to members whose Invalid Phone Flag is Y by default. It provides member, program, client, policy, CMR eligibility, primary-phone exception, and alternative-phone information for the selected population.

Outcomes Recommendation:

Use this view after reviewing the summary metrics. Start with members who are Currently CMR Eligible, then review the exception source and whether Has Valid Alternative Phone indicates another contact option is available.

Core Data Available

Data Group	Examples
Member	Patient ID, Member ID, MBI, first and last name, gender, date of birth, age, primary phone
Program and policy	Program ID and Name, Client ID and Name, Policy ID and Name, Carrier
Outcomes activity	Earliest Outcomes Active Date, Outcomes End Date, Currently Outcomes Active
CMR eligibility and results	CMR Eligible, Currently CMR Eligible, CMR eligibility dates, Last CMR Result Date and Name, Completed CMR Count
Primary phone exception	Invalid Phone Flag; Format, IVR, DNC, and SWPN indicators; related dates and format reason
Alternative phone	Alternative Phone List, source, aligned validation flags and reasons, Has Valid Alternative Phone

Outcomes Recommendation:

Use the primary-phone flags to identify why the number is invalid. When reviewing comma-delimited alternative-phone fields, match each flag or reason to the phone number in the same list position.

Exporting Report Data

Apply the desired filters, open the authorized member-level detail, and use the table export option. Exported rows, fields, and values should reflect the filtered on-screen view and the permissions of the signed-in role.

Confirm Client, Policy, and eligibility filters before exporting.
Confirm that the export population matches the summary metric or operational question being reviewed.
Handle exported PHI/PII according to applicable company, client, privacy, and security requirements.
Do not expect fields outside the signed-in user's authorized view to appear in the export.

Outcomes Recommendation:

Use the narrowest practical filters before exporting. Include only the member-level data necessary for the authorized follow-up, remediation, reconciliation, or operational activity.

Role-Based Access and Interpretation Notes

Role	Access
Client	Summary metrics and client-authorized member-level fields for the permitted population.
Authorized Internal User	Summary metrics and authorized member-level fields.

Interpretation Notes

Topic	Guidance
Invalid Phone Number Members	The member-level breakdown is filtered to members whose Invalid Phone Flag is Y by default.
Currently Outcomes Active	Y when Outcomes End Date is 12/31 of the report year; otherwise N.
Currently CMR Eligible	Indicates that a CMR can be documented for the member as of the report date.
CMR Eligibility End Date	When CMR Eligibility Start Date is blank or null, CMR Eligibility End Date should also be blank or null.
Last CMR Result	Last CMR Result Date and Name describe the latest CMR claim in the report calendar year when source data is available.
Alternative phone lists	Comma-delimited flags and reasons align by position to the numbers in Alternative Phone List.
Multiple exception flags	A primary phone may meet more than one supported exception condition.
Export parity	Exports follow the same active filters, member-level grain, and role permissions as the on-screen view.

Appendix and Supplementary Information

For detailed field definitions and metric logic refer to the Contact Exceptions Report - General Guidance and the supporting requirements and UAT documentation. As always, please contact Outcomes Support with any issues being experienced with this rep