Define "Work Queue": Area(s) used to manage sent/received messages for an entire organization or department. 

Deciding which queues you want to set up and the name(s) associated with each is very important. The key is to have the least amount of work queue that will still allow staff to work efficiently. Too many queues (or ones too specific) often encourage just moving messages around without actually getting work done.

Evaluate Current "Paper" Flow Around the Office

Key things to consider:

  • Who acts as the "gate keeper" for incoming messages or faxes? This would be the person(s) who actively check the fax machine for new documents and begin to sort by department or provider.
  • Do documents often need to travel between multiple departments or people before ending up in the EHR?
  • Is there a separate department for medical records/scanning?
  • Do providers need to approve records before they are scanned/imported into the chart?
  • Do departments have specific names that are familiar to everyone that works there? So, if a queue was named "ABC Practice - Clinical Support" staff would know who works in this area.

How Many Queues?

Now that office document flow is established, decide if you want a single work queue that everyone works from (helpful for small organizations) or if you need multiple work queues (helpful for larger organizations with many departments).

Ex: ABC Practice - ReferralsABC Practice - Medical RecordsABC Practice - ScanningABC Practice - Prior Authorizations

Internal vs Public Queue(s)

Next you'll need to decide which queue(s) will be internal and which will be public. It's important to note, the messages within an organization's work queue, internal or public, can only be seen by that organization's staff. A public queue does not mean that staff, at another organization, can view all messages in a work queue.

  who can see/send to the work queue? more details
Internal Queue(s) Staff within an organization Documents flow from one department to another in a paper world. With HIE, documents will move between internal work queues. HIE users, outside a organization, will not be able to send messages to these queues.
Public Queue(s)

Other HIE member facilities

HIE member facilities can send messages/documents to your public queue, instead of sending to your fax #. HIE users inside and outside the organization can send messages to a public queue.

HIE Tip: ABC Practice - Appointments and ABC Practice - Medical Records (or similar) are typically the best queues to make public. Having ABC Practice - Scanning Dept public, doesn't make much sense. Your staff will likely needs to perform some task with a document before making it part of a patient's chart. Because of this, you don't want to give outside facilities the option to send directly to the Scanning Dept's queue. This queue should be set up as internal.

Associating Users to Work Queues

Each user will need a "default" work queue. This is the primary queue a user will be working from. If you have more than one queue, you'll need to decide which users need access to which queues. Users should have access to all work queues if:

- They will need to transfer messages from their default queue to another queue
- They work in multiple areas