Voice Intelligence
Call queues
A call queue is a work list you call through - for example, claims over 30 days without a payer response. Its items come from your organisation's own records, and a person places every call.
Written for: Staff who make calls · Supervisors · Administrators
How call queues work
Voice → Queues
Each queue is built from one of six fixed lists over your records. Nobody types the list in, and refreshing it picks up records that now match and removes ones that no longer do.
The six kinds of queue
| Field or control | What it means |
|---|---|
| Prior authorizations needing payer follow-up | Authorizations still pending with the payer, or waiting on an extension, requested at least N days ago (3 by default). |
| Claims over 30 days without a payer response | Submitted claims with no adjudication or payment, submitted at least N days ago (30 by default). |
| Incomplete intake | Patients with an intake form sent at least N days ago and not completed (2 by default), one item per patient. |
| Tomorrow's appointment confirmations | Appointments scheduled for tomorrow (UTC day) that are not yet confirmed. |
| Outstanding plan-of-care signatures | Active plans of care with no physician signature recorded, at least N days old (3 by default). |
| Denials awaiting payer clarification | Open or in-review denials at least N days old. |
Creating and managing a queue
Supervisors and administrators create queues. A queue has a name, its kind, an optional minimum age and payer, a priority from 0 (normal) to 9 (highest), the number of attempts per item (1 to 10), the waits between attempts (15 minutes to 30 days) and an owner.
After creating a queue, choose Refresh the list to load the matching records. A queue can be paused and resumed.
Check who can be called now
Check who can be called now runs the calling policy against each item without dialling anything. Each item becomes Ready, or Blocked with the reason - for example, outside calling hours, a frequency limit reached, or no number on file for the record. Every check is recorded.
A Ready item is not a promise: the policy is checked again when the call is placed.
Working an item
- Choose Take on an item, so colleagues can see it is yours.
- Choose Open call workspace. It opens filled in from the record.
- Check the policy and place the call as described in Making a call.
- If you cannot finish it, choose Release to hand it back.
Each item shows the record's own workflow state, its queue status, the last outcome and when it can next be called. After an unanswered attempt the item waits until its next eligible time. An item is done when a call answers the question it was made for, and exhausted when it reaches the queue's attempt limit.
While your organisation uses the simulated Mock provider, the queue says so: calls placed from it dial no phone.