Work a Queue Item

Work queues hold everything needing a human decision: rows stopped at import review, claims a rule flagged, remittances that did not post cleanly. This is the loop you spend the day in.

Process an Item

In the sidebar, select Work Queues.
Open a queue.
In the queue list, select an item. The list opens by itself when you enter a queue and closes once you pick. To bring it back, select Queue at the top of the item. Each row gives the item number and what it is about, such as Row 5, with the reason it is here underneath, such as 2 problems, and its nearest deadline or age at the right.
Resolve what the item asks for in the workspace. Where the queue offers more than one outcome, choose it under Resolution in the bar at the bottom.
Select the button at the right end of the bar: Complete in Claim Review and Import Review, Resolve in Remittance Review and the follow-up queues, Release to Billing in Coding Review, Release in Statement Review, Mark Done in Secondary Unwinds. In Credit Balances, select Apply to Account Charges or Record Refund. It validates first. If something still blocks the item, ClaimPod names it in the bar and stays put.

Result: the item closes and the processor opens the next one in the queue list.

If someone else changed the record since you opened the item, the bar reads “Your changes weren’t saved” with Reload, which drops your edits and loads what is on file; see A Save Was Refused.

Selecting an Item Does Not Claim It

Opening an item shows it for viewing only. It stays Queued until your first edit, which claims it and makes it In Progress. That is why a colleague can read your queue without taking work off you.

An item someone else holds can still be read, but skipping or closing it is refused with “Another biller is working this item.” or “This item is assigned to another biller.” Ask them, or reassign it from the item menu. An item you leave untouched for 30 minutes goes back to the queue; Keep Working on the banner claims it again.

In most queues the bar at the bottom looks the same either way: Skip, Save Changes, and the button that closes the item. Save Changes counts your unsaved edits and stays unavailable until there is one. Credit Balances shows Skip, Record Refund and, when there are account charges to apply the credit to, Apply to Account Charges instead.

The Resolution bar at the bottom of a Queued Remittance Review item, ringed, offering a resolution picker, Skip, Save Changes and Resolve

Skip sets an item aside without closing it. It asks for a Reason first, and a Note when the reason is Other, then Skip Item sets it aside. A skipped item can still be closed, so coming back later does not mean starting over.

Save Changes writes your edits to the record and keeps the item open. Claim Review also keeps unsaved edits as a draft and restores them if you lose the tab.

Statement Review and Secondary Unwinds keep a shorter bar of Skip, Next and Release or Mark Done, and close an item straight from Queued. The Queue Processor lists every state and action, including the outcomes for a denied claim.