Summary:

This article explains why members assigned in bulk may revert to "Unassigned" status and outlines the system rule that causes this behavior.

Issue:
Users may observe that members assigned in bulk to a care manager (e.g., Mikaylah) appear again under the "Unassigned" list. This can occur even after a successful bulk assignment and may affect a large number of members.

Root Cause:
This issue is not the result of user error. It is triggered by a system rule related to initial eligibility activation.

Here’s what happens:

1. The bulk assignment is made before the member’s initial eligibility becomes active.
2. On the first day that initial eligibility is activated, the system runs a validation rule.
3. This rule checks for the existence of a pending Work Queue (WQ) activity for the assigned care manager.

4. If no such activity is found, the system:

   • Automatically ends the current care manager assignment
   • Moves the member to the organization’s WQ
   • Creates a WQ activity in a pending status

System Behavior:

• Expected: This is working as designed to ensure proper assignment tracking and activity creation.
• Automated: The process is triggered automatically based on eligibility status and activity presence.

Next Steps & Recommendations:

• No immediate action is required by the user. This is a system-driven process.
• If reassigning members after this event, ensure initial eligibility is already active to prevent the system from reversing the assignment.
• Our technical team is reviewing the rule logic to explore potential refinements that better support bulk assignment workflows.

Need Help?
If you have questions or need support with reassigning members, please contact the support team or your supervisor.