Cerner Work Queue Monitor User Guide

Cerner Work Queue Monitor

Product Information

Overview

The Work Queue Monitor (WQM) is an external document management solution designed for clinical and clerical staff. It allows users to route documents to specific queues, associate them with patients, and transmit the documents to the correct location within PowerChart.

Contact Support

For support, you can reach out to Ambulatory Informatics at 231-392-0229 or the Help Desk at 231-935-6053.

Specifications

• Product Name: Work Queue Monitor (WQM)
• Functionality: Document routing, patient association, document transmission
• Support: Ambulatory Informatics, Help Desk

Product Usage Instructions

Opening and Previewing Items

1. Open WQM application.
2. Select a practice tab.
3. Double-click on the item to open it.
4. Single-click on the item to preview in the Preview Pane.

Thumbnail Display Settings

1. Select the position of Thumbnail Display – left or right of the Preview Pane.
2. Click OK to save the settings.
3. Use the arrows to expand and collapse the Thumbnail Display as needed.

Document Review Process – Rerouting

1. Double-click on the item to open.
2. Click on the Location search icon.
3. Select the correct Location from the list.
4. Click OK to update the Location.
5. Click OK again to send.

FAQ

• Q: How do I access Work Queue Monitor?
  • A: To access Work Queue Monitor, double-click on the icon within the Citrix StoreFront.
• Q: How can I route a document to a specific queue?
  • A: To route a document to a specific queue, open WQM, select a practice tab, and double-click on the item to open it. Then follow the on-screen instructions.

Summary: Work Queue Monitor (WQM) is an external document management solution that allows staff to route documents to specific queues, associate the documents with patients, and transmit the documents to the correct location within PowerChart.
Support: Ambulatory Informatics at 231-392-0229 and Help Desk at 231-935-6053.

Overview

To access Work Queue Monitor, double-click on the icon within the Citrix StoreFront

Icon Legend

Opening and Previewing Items

• a. Open WQM.
• b. Select a practice tab.
• c. Double-click on the item to open.
  1. Single-click on the item to preview in the Preview Pane.

Thumbnail Display Settings

• a. Single-click on the item to open it within the Preview Pane.
• b. On the bottom of the Preview Pane, click the Settings icon.
• c. In Viewer Configuration, click the Thumbnails tab.
• d. Check the Display thumbnails box.
• e. Use the Thumbnail size drop-down menu to select Medium, Large, or Extra Large thumbnails.
• f. Use the Thumbnails location drop-down menu to select the location of the thumbnail display – Top, Bottom, Left, or Right of the Preview Pane.
• g. Click OK.
• h. The three arrows can be used to expand and collapse the Thumbnail Display as needed

Document Review Process

Rerouting

If a fax has been routed to the wrong clinic’s work queue, it can be rerouted to the correct clinic’s work queue only if that clinic utilizes WQM (see below for list of clinics and routing names).

• a. Double-click on the item to open.
• b. Click on the Location search icon.
• c. Select the correct Location from the list.
• d. Click OK to update the Location.
• e. Select OK again to send.

Location Rerouting Names

Faxing

• a. Highlight the item from the queue.

• b. Select the fax icon.

• c. Select !FaxWQM.

  1. Enter the fax number. (Note: Use the full 10-digit number including area code.)
  2. Select OK.

• d. Check the Include cover page box.
  (This will default after the first time selected).

• e. Select a comment from the Comments drop-down menu.

  1. Click Add.
  2. Enter any additional information as needed.

• f. Select Fax.

Splitting

Splitting documents may be needed if multiple patient items are sent within the same fax.

• a. Double-click on the item to open.
• b. Select the page(s) to be split within the thumbnail display (see settings above to add the thumbnail display).
  1. Selected item(s) will be highlighted in blue.
  2. Hold down the Ctrl key on the keyboard to select multiple pages.
• c. Click the Split icon.

• 1. The previously selected page(s) will split into a new work item. Review the page(s) as necessary.

• d. Select Next to choose additional sets of pages until all pages have been reviewed and split.
• e. Select OK.

Note: Each split document will become its own work item in the queue to be completed.

Combining

• a. Select items to combine by holding down the Ctrl key on the keyboard and clicking each item to highlight.
• b. Click the Combine icon
• C To re-sequence, highlight an item by clicking on it.
  1. Move the item Up or Down.
• d. Click Merge

Work Item Completion Process

Assigning a Patient

• a. Click the Select Patient icon.
• b. Enter patient identifier(s).
• c. Click Search.
• d. Select the correct patient.
• e. Select the correct encounter. If none, create an InBetween Visit within Revenue Cycle.
• f. Click OK.

Adding a Document type and a Category

• a. Select a Document type from the drop-down menu.
  1. See the Scanning-Document Mapping grid on the Clinical EHR Education website for a list of document names, types, and descriptions.
• b. Select a Category (if necessary) from the drop-down menu.

Priority, Category, and Status

• Priority: Contains Routine, STAT, and Urgent options (use is determined as necessary by practice).
• Category: Contains HIM, Lab, New Patient, Referral, and Walk-in options (use is determined as necessary by practice).
• Status: This drop-down is a required field and can be auto generated by WQM.
  • New: All new work items entering WQM are displayed in a New status.
  • In Process: Status is auto generated when a work item is opened in WQM.
  • Available: The system automatically changes a status from New to Available when the work item has been opened.
  • Clarify: Status can be selected in the drop-down menu and requires a status reason.
  • Faxed: The system generates this status when a work item is faxed outbound.
  • Complete: Once this status is selected and the user clicks OK, the work item is sent to the patient’s chart. The work item is no longer viewable and cannot be modified in WQM.
  • Canceled: Status can be selected in the drop-down menu and requires a status reason.
• Reason: Becomes a required field when specific statuses are selected as noted above.

Mark the Status as Complete to open additional fields and to send the document(s) into the patient’s chart.

Adding Notes or Comments

• a. Select the ellipsis (…) next to Last Contact.
• b. Click Add.
• c. Fill in: Date, Predefined comments, or free text comments.
• d. Click OK.
• e. Click Close.

Date of Service

The Date of service field must be changed to the date the patient received the service. This field defaults to the selected encounter’s creation date, which may not be the correct date to be listed within the chart.

• a. Highlight the date within the Date of service field.
• b. Press the backspace or delete key on the keyboard.
• c. Enter the correct Date of service.
  Follow one of the workflows below to complete the process.

Electronic Signature Workflow

Step 1: Office Staff Workflow – Within WQM

• a. UNCHECK the Post as authenticated box.
  Note: Unchecking this box will not mark the document as authorized until it has been reviewed and signed.

• b. Add the signing provider:

  1. In the Provider box, click the magnifying glass to search.
  2. Enter the provider’s name and click Search.
  3. Select the appropriate provider.
  4. Click OK.
  5. Select the Requested Sign radio button.
  6. Click Add.

• a. The Provider, Status, and Action will display.

• c. Add the provider’s clinical staff or other appropriate staff member:

  1. Follow the same steps as those listed in Step b above to add the appropriate staff member.
  2. Select the Requested Review radio button.
  3.  Click Add.

• a. The names of the provider and the clinical staff member will display in the Provider column, as well as their Status and Action.

• d. Add the name of the staff member completing the work queue item:

  1. In the Performing provider box, click the magnifying glass to search.
  2. Select the appropriate staff member.

• e. Within the document, +ABC will appear as the cursor.
  Note: The provider must be selected in the status/action box for the +ABC to appear.

• f. Scroll to where the signature needs to be placed within the document and click to add the signature box.

• g. The Requested Sign For: Provider Name will appear where the signature will be placed.

  1. Note: The signature box can be moved by clicking and dragging to the appropriate location.

• h. Click OK.

Step 2: Provider Workflow – Within PowerChart

• a. Navigate to Message Center.

• b. Open the Documents folder, if necessary, then click on the Sign folder.

• c. Double-click on the item to open.

• d. Complete the following in the Action Pane:

  1. Select the Sign or Refuse radio button.

• a. If Refuse is selected, please also select a Reason from the drop-down menu.

  • ii. Uncheck the Additional Forward Action button.
    Note: Providers may keep the Additional Forward Action button selected and choose a recipient to send the message to if desired.

• e. Click OK & Close or OK & Next to complete.

Step 3: Clinical Staff Workflow – Within PowerChart

• a. Navigate to Message Center.
• b. Open the Documents folder, if necessary, then click on the Sign folder.
• c. Double-click on the item to open
• d Verify that the electronic signature information is present on the document
• e. Select the Review radio button in the Action Pane, then OK & Close or OK & Next.
• f. Fax the signed document to the requesting facility via Medical Record Request using the existing process.
  1. Template: AMB CP Order Requisitions

Sending the Document into the Chart Without Review

• a. Check the Post as Authenticated box.
• b. Adjust the Sign Date, if needed.
• c. Select the Completed Sign radio button.
• d. Enter the user’s name in the Performing provider field.
  1. The person entering the information and sending the document into the patient’s chart is considered the Performing provider. This will mark the document with the user’s legal signature and a time/date stamp.
  2. Use the magnifying glass to search for a user.
• e. Click OK to send the document into the patient’s chart.

Sending the Document into the Chart for Provider/Staff Member Review

• a. Check the Post as Authenticated box.
• b. Adjust the Sign Date, if needed.
• c. Enter the reviewer’s name (provider or staff member may be used) in the Provider field.
  1. Use the magnifying glass to search for a user.
• d. Select the Requested Review radio button.
• e. Click Add.
• f. The designated user will be listed. Complete steps d and e as many times as needed.
• g. Enter the user’s name in the Performing Provider field.
• h. Click OK. This will send the document into the patient’s chart and into the reviewer’s message center inbox.

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