Differences

This shows you the differences between two versions of the page.

--- guides:work-board [2026/06/23 19:17] – Add customer guide: Work Board brad.sharp
+++ guides:work-board [2026/08/12 17:16] (current) – Drop the bell-only migration caveat; no existing users are affected by it brad.sharp
@@ Line 16: / Line 16: @@
   * **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)
+  * **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
@@ Line 60: / Line 61: @@
   * **Payer Rejection** — the payer rejected the claim
   * **Front-End Rejection** — the clearinghouse rejected it before the payer saw it
+  * **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
   * **No Response** — sent, but no acknowledgment or payment within the expected window
   * **Denial** — denied on the remittance
@@ Line 78: / Line 80: @@
   * **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)
   * **Close the work item** — when it's fully handled
+==== Seeing the claim without leaving the board ====
+For items tied to a claim, the detail window 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. If you set no triage owners, unassigned items notify no one, so it's worth setting at least one
+  * **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 notification goes to your **triage owners**
+  * **A daily digest** — a once-a-day summary of everything still open. Each person gets a digest of their own items, and one digest covering the unassigned items goes to your triage owners
+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.
+Both reminders and the digest depend on your triage owners being set, so if unassigned items are going unnoticed, check **Team & Notifications** first.
 ===== When work is done =====