> ## Documentation Index
> Fetch the complete documentation index at: https://docs.encoreos.io/llms.txt
> Use this file to discover all available pages before exploring further.

# AR Work Queue

> Prioritized accounts-receivable items needing manual review, with claim, release, and complete actions and a score-breakdown panel.

The AR Work Queue screen (`/pm/work-queue`) presents a priority-ranked list of accounts receivable items from `pm_rcm_work_queue_items` that require staff action.

## Overview

The screen renders a table (desktop) or card list (mobile) of work-queue items, each showing a claim ID prefix, balance amount, aging in days, a visual priority score bar, and queue status. Items are loaded from `pm_rcm_work_queue_items` ordered by `priority_score` descending, always scoped to the current organization. A status filter (Open, Claimed, All) is available. Users can click any row or card to select it; the selected item's score breakdown appears in a detail panel on the right. The queue can be manually refreshed via the **Refresh Queue** button. The empty state description notes that the queue refreshes nightly at 3 AM.

## Who it's for

Requires the `pm.rcm-queue.view` permission. Claiming items also requires `pm.rcm-queue.claim`. Overriding automation rules requires `pm.rcm-rules.override`.

## Before you start

Requires the `pm.rcm-queue.view` permission. Queue items will not load if no organization is currently selected.

## Steps

<Steps>
  <Step title="Filter the queue by status">
    Use the status dropdown to show items in **Open** (`pending`), **Claimed**, or **All** statuses. The default view shows Open items.
  </Step>

  <Step title="Select an item">
    Click any table row (desktop) or card (mobile) to select an item. The **Score Breakdown** panel appears on the right (desktop) or below the list, showing the components that make up the item's priority score.
  </Step>

  <Step title="Claim an item">
    For items with **Open** status, click **Claim** (requires `pm.rcm-queue.claim`). The item is assigned to the current user and its status changes to Claimed.
  </Step>

  <Step title="Release a claimed item">
    For items you have claimed, click the release (unlock) icon button to unassign the item and return it to Open status.
  </Step>

  <Step title="Complete a claimed item">
    For items you have claimed, click the complete (check-circle) icon button to mark the item as Completed.
  </Step>

  <Step title="Override automation rules">
    With a selected item and the `pm.rcm-rules.override` permission, click **Override** to open the `RcmOverrideDialog` for the selected item's execution ID.
  </Step>

  <Step title="Refresh the queue">
    Click **Refresh Queue** in the page header to reload the current list of items.
  </Step>
</Steps>

## Key concepts

<AccordionGroup>
  <Accordion title="Queue status lifecycle">
    Items in the queue follow a status progression visible in the filter and status badge: **Open** (`pending`) → **Claimed** (`claimed`) → **Completed** (`completed`). **In Progress** (`in_progress`) and **Excluded** (`excluded`) statuses are also defined in the type but are not exposed as filter options in the current UI.
  </Accordion>

  <Accordion title="Empty state">
    When no items match the active filter, the screen shows "No accounts in queue" with a note that the queue refreshes nightly at 3 AM and a **Refresh Now** action button.
  </Accordion>

  <Accordion title="Locked items">
    Items claimed by another user display a lock icon next to their status badge. Those items cannot be claimed or acted on by the current user.
  </Accordion>
</AccordionGroup>

## Related

<Columns cols={2}>
  <Card title="Practice Management" icon="briefcase" href="/pm/overview">
    Overview of the Practice Management core.
  </Card>

  <Card title="Governance & parity" icon="scale-balanced" href="/governance/index">
    Documentation coverage and governance.
  </Card>
</Columns>

<Note>
  This page documents shipped product behavior. It is not medical, legal, or
  billing advice. Verify against your organization's policies and applicable
  regulations before using it for clinical, compliance, or billing decisions.
  Protected health information (PHI) shown in the product is governed by your
  tenant's access controls and is never exposed in this documentation.
</Note>

<Accordion title="Documentation sources">
  * src/routes/pm.tsx
  * src/cores/pm/pages/rcm/RcmWorkQueuePage.tsx
  * src/cores/pm/hooks/rcm-automation/useRcmWorkQueue.ts
</Accordion>