Client Discharge Processing Email

Release Date: 5th March 2026
Version: 1.5
Status: Live in Production under Ruh Care Inc. and Ruh Corp. Suborgs

🎯 Executive Summary

We've implemented an automated discharge processing email that is sent to the CCT (Client Care Team) when a client group is changed to Discharged Clients. The email provides a structured checklist of all pending actions from settling payments and verifying superbills, to releasing allocations and archiving the client ensuring nothing is missed before closing a client's file.

✨ What's New

Automated Discharge Checklist Email

When a client is flagged for discharge, the system sends a comprehensive email to the CCT team with:

💳 Outstanding Payment Summary — Displays all unpaid invoices with amounts due, or confirms all invoices are paid
📋 Superbill Verification — Intelligent checks based on client type (SP vs Non-SP)
🔄 FA Allocation Release — Reminder to zero out remaining session allocations
💬 Intercom Cleanup — Prompt to close all open conversations
🏥 Headway Archival — Conditional step shown only for clients with a Headway tag
📦 Platform Archival — Final step with a direct link to archive the client on Ruh Care

🔧 How It Works

Trigger Mechanism

When: A clients group is changed to 'Discharged Clients' by the therapist or admin
Action: The system compiles client data and sends the discharge processing email to the CCT team
Recipients: CCT team members responsible for client offboarding, [email protected]

Example Email:

Email Sections Breakdown

📋 Discharge Checklist Steps

Step 1: Outstanding Payments

Purpose: Ensure all outstanding payments are settled before closing the file. Inform the client about any remaining balances or payments due.

Scenario	What's Displayed
Has outstanding invoices	Table listing each invoice with Invoice #, Date, and Amount Due, plus a Total Outstanding summary row
All invoices paid	✅ Green success banner — "All Invoices Paid — No payment action required"

Data shown for outstanding invoices:

Column	Description	Example
Invoice #	Invoice identifier	`INV-0042`
Date	Invoice date	`Mar 15, 2026`
Amount Due	Unpaid balance	`$150.00`
Total Outstanding	Sum of all unpaid invoices	`$300.00`

Note: The amount due is shown for all clients regardless of client type (SP or Non-SP). All outstanding payments must be settled before proceeding.

Step 2: Superbill Verification

Purpose: Confirm all final superbills have been sent to the client before closing the file.

For Non-SP Clients

The system verifies that every session marked as Occurred or Late Cancellation has a corresponding superbill issued.

Scenario	What's Displayed
Superbills match sessions	✅ Green success banner — "All Superbills Issued" — Number of superbills matches the number of qualifying sessions
Missing superbills	❌ Red alert banner — "Missing Superbills" — Table of appointments missing superbills

Missing superbill table columns:

Column	Description	Example
Appointment Date	Date of the session	`Mar 10, 2026`
Session Type	Type of therapy session	`Individual Therapy Session`

Note: The check confirms: Number of Superbills is equal to the Number of sessions marked as Occurred / Late Cancellation. If there is a mismatch, the specific appointments with missing superbills are listed with their respective dates and types.

For SP (Special Program) Clients

SP clients do not require a superbill verification check for account closure.

Scenario	What's Displayed
SP Client detected	✅ Green success banner — "No Action Required — Special Program client. Superbill check is not required for account closure."

Step 3: Release Special Program Allocation

Purpose: Release the FA (Financial Assistance) allocation back to the pool by zeroing out the remaining session count from Programs Sheet and FA Billing.

Action Required: Zero out the remaining session allocation so those slots return to the available pool
Applies to: All discharged clients with SP allocation

Step 4: Close Open Intercom Conversations

Purpose: Ensure no open support conversations remain for the client.

Action Required: Close all open conversations in Intercom for this client before proceeding
Applies to: All discharged clients

Step 5: Archive Client on Headway (Conditional)

Purpose: Archive the client's profile on Headway if applicable.

Scenario	What's Displayed
Client has Headway tag	Section is shown with an "Archive on Headway →" button linking to the Headway archive URL
No Headway tag	Section is not shown at all

[!NOTE] This step only appears in the email when the client's profile has a Headway tag. The step numbering dynamically adjusts — if Headway is absent, the final archive step becomes Step 5 instead of Step 6.

Step 6: Archive Client on Ruh Care Platform

Purpose: Final step — archive the client on the Ruh Care platform after all above actions are completed.

Action Required: Click the "Archive on Ruh Care →" button which redirects to the client's archive page on the platform
Applies to: All discharged clients (this is always the last step)

🏷️ Client Type Detection Logic

SP-Tag Identification

The system uses the same SP-tag detection logic used across the platform:

Tag Format	Example	Superbill Check
Has "SP -" prefix	`SP - AJIC`	✅ Skipped — No superbill check required
Has "SP -" prefix	`SP - Direct Billing`	✅ Skipped — No superbill check required
No "SP -" prefix	`Self-Pay`	📋 Required — Full superbill verification
No "SP -" prefix	`Headway`	📋 Required — Full superbill verification
No tag	(empty)	📋 Required — Full superbill verification

🎁 Benefits to Team

For CCT Team

✅ Complete Checklist — Every discharge action in one email, nothing gets missed
📊 Data at a Glance — Outstanding amounts and superbill status visible immediately
🔗 Direct Links — One-click buttons to archive on Headway and platform
🧠 Smart Conditional Logic — Only relevant steps are shown (e.g., Headway step only when applicable)

For Billing Team

💰 Payment Visibility — All outstanding invoices surfaced automatically
📋 Superbill Audit — Automated verification prevents missed superbills for Non-SP clients
⚡ Faster Processing — No need to manually check each client's billing status

For Compliance

📄 Audit Trail — Structured email record of discharge actions
🏥 Insurance Handling — Appropriate superbill verification by client type
✅ Consistent Process — Every discharge follows the same standardized checklist

⚠️ Edge Cases & Special Handling

Client with Both SP and Headway Tags

Scenario: Client has both an "SP -" tag and a "Headway" tag
Result: Superbill check is skipped (SP logic), but Headway archive step is still displayed.

No Outstanding Payments

Scenario: Client has no unpaid invoices
Result: A green ✅ "All Invoices Paid" banner is shown instead of the invoice table.

Dynamic Step Numbering

Scenario: Client does not have a Headway tag
Result: The Headway archive step (Step 5) is omitted entirely, and the platform archive step renumbers to Step 5 instead of Step 6.

For questions about this feature or to report issues, please contact: