Getting Work

When you open an assignment from your Work List or via Get Next Work, you'll be taken to the case where the assignment exists, and you'll see an assignment that is waiting to be worked. The assignment will include basic details about the case and/or assignment, including the user or workbasket that it is assigned to, the name of the assignment and one or more actions that can be taken to resolve the assignment.

Navigating the Case

Refer to the Case Rollup to determine what work needs to be done and what work has already been completed.

Grouped Assignments

When you select a node with an available assignment, the assignments for that node are grouped together. To access all disputes available for that assignment, click on the assignment name.

Primary Actions

Every assignment includes a primary flow action, such as the Review Fee assignment below where the primary "Review Fee" flow action is displayed as a button on the assignment itself.

When the primary flow action is executed, one, or more, of the following content items may be displayed:

• Instructions
  • Requires the user to complete research or actions outside of the application.
• Questions
  • Requires the user to provide one, or more, answers that may require research outside of the application.
• Actions
  • Requires the user to make a decision, such as whether a fee should be refunded, as in the following example.

Executing an Action

In the example below, the Review Fee flow action is taken by a user and the is prompted to determine if a fee is applicable to a dispute on the claim and whether it should be refunded or ignored.  

Completing Actions

When all required actions are complete, the user will click the Apply button (see above).  After clicking the "Apply" button, the user must click the "Process Actions" button to resolve the assignment.  This two step process helps to prevent inadvertent actions.

Completed Action Log

When an action is complete, it is logged in the Completed Actions history at the bottom of that step and will remain there for the life of the case.

Audit Log

Entries are also made in the Audit Log as shown below.

Alternate Flow Actions

Additional, less frequently used actions, called alternate flow actions may be available from the Other Actions menu as shown below.