Exception queue
An exception queue holds work that cannot continue through the normal path and gives each item a reason, owner, deadline, and next action.
Updated
An exception queue is a controlled work list for items that cannot continue through the standard process because information, authorization, acceptance, reconciliation, or a decision is missing. Each item should carry an exception reason, accountable owner, next action, relevant deadline, and evidence of resolution.
Examples include rejected claims, unresolved edits, unacknowledged batches, payer information requests, payment differences, and policy questions requiring escalation.
In practice
The queue should distinguish open work from completed work and should not become a second patient record. Use approved-system references rather than copying PHI into an unsecured tracker. Review aging and recurrence so clearing today’s items does not hide the upstream cause.
Commonly confused with
- Work queue: A work queue may hold normal scheduled work. An exception queue holds items that failed or left the normal path and require a specific resolution.
- Issue log: An issue log may track systemic problems and decisions. An exception queue routes individual operational work items.