Working the Task Queue
The task queue is where you review and act on prior authorization (PA) requests and other clinical workflows assigned to your organization.
Accessing the Task Queue
From the left navigation, select Tasks. The task queue opens showing prior authorization (initiation) tasks by default.
If you arrive from an evaluation results page, a blue banner at the top of the queue reads Showing tasks for evaluation. Select Clear Filters in that banner to return to the full task queue.
Filters
The task queue offers several filters you can combine to focus on the work that matters most. Your filter choices (due date, task type, workflow state, assignment scope, group, closed tasks, and has errors) stay in the browser address bar, so when you open a task and press the browser Back button, the queue returns with those filters still applied.
When you open the full task queue without filter parameters in the address bar, it restores the view you last saved as your default (filters, Status or Due Date column sort, and the Show page size). Use Save current view as default after you set up the queue the way you usually work; use Reset to default to return to the standard starting view (prior authorization initiation tasks, My Tasks, open tasks only, and 10 rows per page). Saving or resetting does not change your search text or business unit selection.
If you follow a link that includes filter parameters (for example from a digest email), that linked view opens as written—the saved default applies only when you land on the queue without those parameters.
Due Date
At the top of the filter panel, a chip group lets you narrow tasks by their due date:
| Chip | What it shows |
|---|---|
| All | Every task regardless of due date |
| Today | Tasks due today |
| Overdue | Tasks whose due date has already passed |
| Upcoming | Tasks due tomorrow or later |
Task Type
The Task Type dropdown lets you choose which category of task to display:
| Option | Description |
|---|---|
| Prior authorization (initiation) | New PA requests (default) |
| PA continuation | PA continuation reviews |
| All types | All task types at once |
| Awaiting staff approval | Open PharmPix manual-approval tasks |
| Appeals | Appeal review tasks |
| Data request (PA stage) | PA parent tasks currently in the data-request stage |
| Data remediation (PA stage) | PA parent tasks currently in the remediation stage |
| Data request (child task) | Standalone data-request child tasks |
| Initiation (child task) | PharmPix initiation child tasks |
| Continue (child task) | PharmPix continuation child tasks |
| Discontinue (child task) | PharmPix discontinue child tasks |
| Rejection (child task) | Rejection child tasks |
| Therapy Interchange | Therapeutic interchange episodes — source-authorization queues, clinical-information requests, move-to-preferred letters, and 30-day refill blocks |
| Legacy Therapy Discontinuation | Legacy therapy reviews — source-authorization queues, clinical-information requests, discontinuation notices, and 30-day refill blocks. A member who fails these criteria comes off the therapy with no replacement drug. |
Workflow State
When the Task Type is set to Prior authorization (initiation) or PA continuation, a Workflow state dropdown appears. Use it to narrow the list to a specific stage — for example, Data Request or Remediation.
Selecting Abandoned or Termed in the workflow state filter automatically enables Closed tasks only, because those PAs always have a closed status. Termed means coverage ended and the PA closed without a determination letter. Abandoned means the PA closed without a determination because staff stopped working it, or because every open data request expired without a response.
Closed Tasks Only
By default the queue shows only open, in-progress tasks. Toggle Closed tasks only to see completed, canceled, and expired tasks.
Has Errors
Toggle Has Errors to surface only tasks that have system-level errors. When this filter is active the list sorts by the most recent error first, so the most urgent items appear at the top.
Needs Manual Send
Toggle Needs Manual Send to surface only tasks that still have a letter or fax waiting to be printed or sent manually. These are the same tasks that show a blue printer-alert icon next to the status chip.
Business Unit
If your account spans multiple business units, a business unit filter appears above the table. Use it to limit the queue to tasks belonging to a specific unit.
Assignment
Above the table, a chip group and a Group dropdown let you focus on who owns the work:
| Control | What it shows |
|---|---|
| All assignments | Every task, regardless of assignee or group |
| My Tasks | Your pickup inbox — tasks assigned to you personally, plus unclaimed tasks in groups you belong to. Tasks already claimed by someone else in your group do not appear here. |
| Unassigned | Org-wide view of tasks with no individual owner (supervisors use this to find work that still needs a person) |
| Group (dropdown) | The full queue for one user group, including tasks already claimed by a teammate. Combine with My Tasks to narrow to unclaimed work in that group only. |
My Tasks is the default working view for staff handling day-to-day work. When new tasks are created, they may already show a Group if your tenant routes that task type to a team — you do not have to assign the group yourself.
A group is a shared pool of work. An assignee is the person who owns the task. A task can sit in a group with no assignee (waiting for pickup), be owned by a person with no group, or both — owned by someone while still belonging to a group. Clearing the assignee returns the task to the group’s pickup queue; clearing the group does not remove the person who owns it.
Reading the Task List
Each row in the task queue shows:
| Column | What it shows |
|---|---|
| Name | Patient first and last name |
| Type | The task type (e.g., Prior Auth, Rejection, Therapy Interchange, Legacy Therapy Discontinuation) as a color-coded chip, with a distinct color per type |
| Stage | For PA tasks: the current workflow stage (e.g., Data Request, Approved) |
| Status | Task status; for PA tasks this reflects the PA workflow state |
| Due Date | The date the task is due |
| Drug | The medication associated with the task |
| Assignee | The person who owns the task, or Unassigned when no one has claimed it yet |
| Group | The user group the task belongs to, if any |
| BU | Business unit (shown only when you have access to more than one) |
In the Actions column:
- Pick up (hand icon) appears on unclaimed group tasks you are allowed to work. Select it to assign the task to yourself while keeping it in the same group — the same result as Assign to me in the Assign dialog.
- Assign (person-with-arrow icon) opens the Assign Task dialog so you can route work to a group and/or a specific person. Supervisors use this to distribute work across the team.
Assign Task dialog
Select Assign on a row to open the dialog. You can set:
- Group — which team’s pool the task belongs to. Clear this field to remove the group.
- Assignee — which person owns the task. Clear this field to return the task to the group’s pickup queue.
Select Assign to me to claim the task for yourself without changing the group. Select Save Assignment when you are done.
A small orange warning icon next to the status chip means the task or one of its sub-tasks has an error that needs attention. A blue printer-alert icon next to the status chip means a letter or fax for this task still needs to be printed or sent manually.
Opening a Task
Select any row (or the eye icon in the Actions column) to open the linked patient’s chart, focused on that task. Where you land depends on the task:
- Open tasks open on the Overview tab, focused on that task. From Overview you can review the PA timeline and select Complete Task (or Mark Reviewed for document-review tasks) without leaving the chart.
- Closed prior authorization or PA continuation roots open on Overview with that episode expanded so you can read the determination and communications in place.
- Closed therapy interchange, legacy therapy discontinuation, and child tasks (such as a rejection, data request, or appeal) open on the Tasks tab, with that task’s history expanded and scrolled into view.
If the task has no resolvable patient, or a closed root task has no matching prior authorization episode on Overview, the same row or eye action opens the standalone task details page instead.
Use the person icon in Actions to go straight to the patient’s chart without focusing a specific task.
To return to the queue, use the browser Back button — your filters are restored — or select Tasks in the left navigation.