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--- guides:work-board [2026/06/23 19:17] – Add customer guide: Work Board brad.sharp
+++ guides:work-board [2026/10/15 17:25] (current) – Swimlanes by payer / none, drag stays in lane, default "my items" filter, card badges and move menu, side-panel detail, table is a list, digest primary-contact fallback brad.sharp
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 ====== Work Board ======
-> **This feature may need to be enabled for your account.** The Work Board is turned on per practice. If you don't see **Work Board** in your left-hand navigation menu — or you see it but rejected, denied, and no-response claims never appear on it automatically — your account may not be set up for it yet. Contact ClaimRev support to request access (see the bottom of this page).
+> **This feature may need to be enabled for your account.** The Work Board is turned on per practice. If you don't see **Work Board** in your left-hand navigation menu, or you see it but rejected, denied, and no-response claims never appear on it automatically, your account may not be set up for it yet. Contact ClaimRev support to request access (see the bottom of this page).
-The **Work Board** is your single place to see and work every claim that needs a human, plus any follow-up tasks you create. Instead of hunting through claim search for problems, the Work Board brings them to you: payer rejections, clearinghouse (front-end) rejections, denials, claims that have gone quiet with no response, and your own to-dos — all in one prioritized, assignable list.
+The **Work Board** is your single place to see and work every claim that needs a human, plus any follow-up tasks you create. Instead of hunting through claim search for problems, the Work Board brings them to you: payer rejections, clearinghouse (front-end) rejections, denials, claims that have gone quiet with no response, and your own to-dos, all in one prioritized, assignable list.
 It's built to be a daily worklist: assign items to your team, set priorities and due dates, leave notes, and move work across columns as it progresses.
@@ Line 13: / Line 13: @@
 **Automatically (when enabled for your account):**
-  * **Payer rejections** — a payer rejected the claim (from a 277 response)
+  * **Payer rejections**: a payer rejected the claim (from a 277 response)
-  * **Front-end rejections** — the clearinghouse rejected the claim before it reached the payer (from a 999 response)
+  * **Front-end rejections**: the clearinghouse rejected the claim before it reached the payer (from a 999 response)
-  * **Denials** — the payer denied the claim on the remittance (from an 835 / ERA)
+  * **Denials**: the payer denied the claim on the remittance (from an 835 / ERA)
-  * **No response** — the claim was sent but nothing has come back within the expected window, so it's flagged for follow-up
+  * **Validation errors**: ClaimRev's own validation stopped the claim before it was ever sent
+  * **No response**: the claim was sent but nothing has come back within the expected window, so it's flagged for follow-up. The board checks for these each morning, and again when you open it (at most once an hour)
 **Manually (any time):**
-  * **Add a claim** — from a claim in **Claim Search**, use the **Work Item** button to add it to the board
+  * **Add a claim**: from a claim in **Claim Search**, use the **Work Item** button to add it to the board
-  * **Create a task** — add a free-standing to-do that isn't tied to a single claim (for example, "Call BCBS about the prior auth on the Smith account")
+  * **Create a task**: use **+ New Task** on the board to add a free-standing to-do that isn't tied to a single claim (for example, "Call BCBS about the prior auth on the Smith account")
 ===== The board at a glance =====
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 The Work Board has two views you can switch between:
-  * **Board view (Kanban)** — cards arranged in columns by status; drag a card to a new column to update it
+  * **Board view (Kanban)**: cards arranged in columns by status; drag a card to a new column to update it
-  * **Table view** — the same items in a sortable list, handy for scanning a lot at once
+  * **Table view**: the same items as a list, one row per item, handy for scanning a lot at once. Click a row to open it
 ==== Columns (status) ====
@@ Line 34: / Line 35: @@
 Every item moves left to right as you work it:
-  * **New** — just arrived, not started
+  * **New**: just arrived, not started
-  * **In Progress** — someone is actively working it
+  * **In Progress**: someone is actively working it
-  * **Waiting** — you're waiting on something (a payer, a provider, more information)
+  * **Waiting**: you're waiting on something (a payer, a provider, more information)
-  * **Resolved** — done
+  * **Resolved**: done
-Drag a card between columns to change its status, or change it from the item's detail window.
+To change an item's status, drag its card to another column, use the **Move to status** button on the card (the two-arrow icon, which also works from the keyboard), or change it from the item's detail panel.
-==== Swimlanes and filters ====
+==== Swimlanes ====
-  * **Swimlanes** — group the board by **reason** or by **assignee**, so you can see all denials together, or everything assigned to one biller
+Swimlanes split the board into horizontal rows, each with its own set of status columns. Use the **Swimlanes** dropdown in the filter bar to choose how cards are grouped:
-  * **Filter bar** — narrow the board by **reason**, **assignee**, or **payer**
+  * **By reason** (the default): all denials together, all no-response claims together, and so on
+  * **By assignee**: one row per teammate, plus an **Unassigned** row, so you can see each person's workload at a glance
+  * **By payer**: one row per payer, useful when you're working one payer's problems in a batch
+  * **No swimlanes**: one plain board with every card in it
+A row only appears when it has at least one item in it.
+Dragging a card moves it between **columns within its own row**. You can't drag a card into a different row. To move an item to another row, change the thing the rows are grouped by: open the item and reassign it (to move it between assignee rows) or reclassify its reason (to move it between reason rows).
+==== Filters ====
+The filter bar narrows the board by **reason**, **assignee**, or **payer**.
+If you are one of your practice's Work Board team members, the board opens filtered to **your own items**. To see everyone's work, clear the **assignee** filter.
 ==== What each card shows ====
-  * The **reason** (a colored badge — see below)
+  * The **reason** (a colored badge, see below)
+  * Where the item came from: a **Claim**, an **ERA**, or a **Task**
+  * The claim's **filing order** (**PRIMARY**, **SECONDARY**, or **TERTIARY**), so you know which payer in the coordination-of-benefits order this claim was billed to. Hover over it for an explanation
+  * **Priority**, when one is set
+  * The patient and claim number (or the task title)
   * **Payer** and claim **dollar amount**
   * **Assignee** (who owns it)
   * **Due date** and **days aging** (how long it's been on the board)
-  * **Priority**
 ===== Reasons =====
@@ Line 58: / Line 76: @@
 Each item is tagged with a reason so you know why it needs attention:
-  * **Payer Rejection** — the payer rejected the claim
+  * **Payer Rejection**: the payer rejected the claim
-  * **Front-End Rejection** — the clearinghouse rejected it before the payer saw it
+  * **Front-End Rejection**: the clearinghouse rejected it before the payer saw it
-  * **No Response** — sent, but no acknowledgment or payment within the expected window
+  * **Validation Error**: ClaimRev's own validation stopped the claim before it went out. These are yours to fix and resend, and the item closes itself once the claim stops failing validation
-  * **Denial** — denied on the remittance
+  * **No Response**: sent, but no acknowledgment or payment within the expected window
-  * **Manual Review** — flagged by a person for a closer look
+  * **Denial**: denied on the remittance
-  * **Task** — a free-standing to-do you created
+  * **Manual Review**: flagged by a person for a closer look
+  * **Task**: a free-standing to-do you created
 If an item came in with the wrong reason, you can **reclassify** it (see below).
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 ===== Working an item =====
-Click any card (or table row) to open its detail window, where you can:
+Click any card (or table row) to open its detail panel on the right-hand side of the screen, where you can:
-  * **Assign it** — pick a teammate from the assignee list so it's clear who owns it
+  * **Assign it**: pick a teammate from the assignee list so it's clear who owns it
-  * **Set priority** — flag the urgent ones
+  * **Set priority**: flag the urgent ones
-  * **Set or change the due date** — this drives reminders (see Notifications below)
+  * **Set or change the due date**: this drives reminders (see Notifications below)
-  * **Add notes** — every note is timestamped and kept on the item's timeline, so anyone who picks it up can see the history
+  * **Add notes**: every note is timestamped and kept on the item's timeline, so anyone who picks it up can see the history
-  * **Reclassify the reason** — change the reason if it was categorized incorrectly
+  * **Reclassify the reason**: change the reason if it was categorized incorrectly
-  * **Send to Workbench** — for a denial you intend to appeal, send it to the **Denial Workbench**, where the appeal tools live (see the **[[guides:denial-workbench|Denial Workbench]]** guide)
+  * **Send to Workbench**: for a denial you intend to appeal, send it to the **Denial Workbench**, where the appeal tools live (see the **[[guides:denial-workbench|Denial Workbench]]** guide). You can also do this from the arrow button on the card. Either way, you'll be asked to confirm, because the item leaves the Work Board
-  * **Close the work item** — when it's fully handled
+  * **Close the work item**: when it's fully handled
+==== Seeing the claim without leaving the board ====
+For items tied to a claim, the detail panel carries two tabs so you can work the item without opening another screen:
+  * **Claim Detail**: patient, payer, provider, service and received dates, billed amount, status, the claim/patient control number, payer control number and trace number, plus the service lines. A **More detail** area underneath holds the full claim tabs, including any errors on the claim
+  * **ERA Detail**: for items that came from a remittance, the claim-level and per-line **CARC** codes and **RARC** remarks that explain the denial
+The ERA Detail tab only appears on items that have a remittance attached.
+===== Setting up your board =====
+//Practice administrators only.// Go to **Practice Admin → Work Board → Work Board Configuration**. Everything here applies to your own account.
+  * **Team & Notifications**: choose your **team members** (these are the people who can be picked as an assignee), then choose your **triage owners** from that list. Triage owners are the people notified about items that nobody has been assigned yet. Set at least one, so unassigned work always reaches someone (see below)
+  * **No-response floors**: how many days after a claim is sent before it counts as "gone quiet". Set an account-wide default, and override it per payer for the payers that are reliably slower or faster
+  * **Reason SLAs**: how many days after an item is detected before it's due. Leave a row blank to use the built-in default: front-end rejection 5 days, payer rejection 7, no response 14, denial 30, validation error 3. Manual Review and Task have no automatic SLA, since you set those due dates yourself
+  * **Classification rules**: how denials from the remittance are categorized. Most accounts should leave **Use default classification rules** checked
+If you don't see this screen, your sign-in doesn't include work board configuration yet. Contact ClaimRev support.
 ===== Due dates, reminders, and notifications =====
-When an item has a **due date**, the person it's **assigned to** gets a reminder — both an in-app notification (the bell) and an email — when it comes due. If an item has no assignee, the reminder goes to your account's users so nothing slips through.
+Two things watch your board for you.
+  * **Due date reminders**: when an item reaches its due date, the person it's **assigned to** is notified. If nobody is assigned, the reminder goes to your **triage owners**. If you have no triage owners set, reminders for unassigned items go to no one
+  * **A daily digest**: a once-a-day summary of everything still open. Each person gets a digest of their own items. One digest covering the unassigned items goes to your triage owners, or, if you haven't set any, to your practice's primary contact on file with ClaimRev
+Auto-detected items get a due date automatically from your **Reason SLAs**, so rejections and denials start aging against a deadline without anyone having to set one. For anything you add by hand, set a due date so it doesn't slip.
+Reminders and digests appear in the portal on the **notification bell**, and are also sent by **email**. Email is delivered in batches rather than the instant an item comes due, so allow up to an hour for it to arrive. The bell updates straight away, so it is always the faster of the two.
-Set due dates on the items that matter so they don't age out unnoticed.
+If unassigned items are going unnoticed, check **Team & Notifications** first and make sure at least one triage owner is set.
 ===== When work is done =====
-Move an item to **Resolved** (or use **Close work item** from the detail window) when it's handled.
+Move an item to **Resolved** (or use **Close work item** from the detail panel) when it's handled.
   * **Resolved** items stay visible on the board for about **30 days** so you can confirm the outcome, then they drop off the active board automatically.
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 ===== Don't see the Work Board, or it stays empty? =====
-The Work Board is enabled per practice. Two things to check:
+The Work Board is enabled per practice. Three things to check:
   - **No "Work Board" in your menu?** Your sign-in may not include access to it yet. Contact ClaimRev support to request it.
+  - **The board looks emptier than you expect?** If you're a team member, the board opens showing only items assigned to you. Clear the **assignee** filter to see everything.
   - **You see the board, but rejected, denied, and no-response claims never appear on their own?** Automatic detection may not be turned on for your account yet. You can still add claims and create tasks manually, but to have problems surface automatically, contact ClaimRev to enable it.