RXNT Tasks & Messaging
Every task should have an owner, a clear action, and a documented resolution.
RXNT Tasks and Messaging are the primary communication tools used between Front Office, Medical Assistants, Providers, Billing, and Leadership. Proper task management prevents delays in patient care, improves accountability, and keeps communication organized.
← Return to RXNT CenterWorkflow Purpose
This workflow establishes TNC standards for creating, routing, managing, documenting, and resolving RXNT Tasks.
- Review your task queue throughout the day.
- Patient Requests should be addressed within 24 business hours.
- Route tasks only to the appropriate department or provider.
- Provide enough documentation that another employee can immediately understand the issue.
- Resolve and close completed tasks promptly.
- Never leave completed work sitting in your queue.
Critical Standards
Patient-related requests should be reviewed and addressed within one business day.
Always route the task to the person or department responsible for completing the work.
Include enough information that another employee can continue the work without additional clarification.
Resolved work should not remain active in the queue.
Task Management Overview
Review Queue
Review new tasks throughout the business day.
Review Details
Understand the patient, request, and required action.
Complete Work
Take the appropriate action or route to the correct team member.
Document
Record what was completed and any follow-up needed.
Resolve
Close the task once all required actions are complete.
Current RXNT Limitations
Our organization has submitted enhancement requests to RXNT regarding Tasks & Messaging. Current limitations may include limited visibility of timestamps, sender information, and other communication details. Until future enhancements are available, employees should provide thorough documentation within every task to ensure continuity of care and operational efficiency.
Step-by-Step Task Management
Review New Tasks
Review your RXNT task queue throughout the day. High-priority patient requests should never sit unattended.
- Identify the patient involved.
- Determine the requested action.
- Review previous task history when applicable.
- Identify who currently owns the task.
Determine Ownership
Complete the task yourself only if it falls within your assigned responsibilities.
- Front Office → scheduling, demographics, insurance updates.
- Medical Assistants → clinical preparation and provider support.
- Providers → clinical decision making, prescriptions, orders.
- Billing → claims, coding, payment issues.
- Leadership → escalations and operational concerns.
Document Clearly
Every task should tell the complete story.
- State what was requested.
- Document every outreach attempt.
- Record phone calls, portal messages, and voicemails.
- Avoid vague notes such as "done" or "called patient."
Route When Needed
Only forward tasks that require another department to complete the work.
- Include context before routing.
- Explain what action is needed.
- Avoid forwarding blank tasks.
- Never assume the next person knows the history.
Resolve the Task
- Verify the work is complete.
- Confirm documentation is complete.
- Close the task promptly.
- Do not leave resolved work in the queue.
✅ Best Practices
- Review your queue multiple times daily.
- Write complete notes.
- Use professional language.
- Close completed tasks immediately.
- Escalate concerns early.
⚠️ Common Errors
- Forwarding tasks without documentation.
- Closing tasks before the issue is resolved.
- Leaving patient requests untouched for more than 24 hours.
- Assigning tasks to the wrong department.
- Using vague documentation.
⬆️ Escalate When
- Patient safety may be affected.
- The request is urgent.
- No department clearly owns the issue.
- A provider decision is required.
- A patient requests leadership involvement.
- A task has remained unresolved beyond expected turnaround.
Documentation Examples
✅ Good Task Documentation
Patient requested refill of Lisinopril 10 mg. Verified pharmacy on file. Refill request routed to Ashtin Emler, FNP, at 9:42 AM. Left voicemail informing patient that provider review is required. Awaiting provider response.
❌ Poor Task Documentation
Called patient. Sent to provider. Waiting.