Why log your activity

Every time you work on a claim in the AR queue — whether you make a phone call, send a letter, or just review the status — you should log it. This creates a history that helps your team know what has been done and what needs to happen next.

How to log an entry

  1. Open the AR detail page for the claim.
  2. Scroll to the AR Log section and click Log Entry.
  3. Enter the number of minutes you spent on this follow-up.
  4. Pick the action you took from the Action list.
  5. If the claim's status changed, pick the new Status.
  6. If the problem has changed, pick a new Problem Category.
  7. Set a Follow-up Override date if you want to change when someone checks back.
  8. Use Assign User if you need to reassign the claim to a teammate.
  9. Write a note describing what you did. Be specific: include the name of the person you spoke with, the reference number they gave you, or the reason for a denial.
  10. Click Submit.

Example

You called Aetna about claim 2026-00412. The representative (Maria, reference #REF-88432) said the claim was denied because the Member ID was wrong. You correct the Member ID on the claim and plan to resubmit. In Log Entry you enter 8 minutes, pick an Action, pick a Status, set the follow-up to next week, and write this note: "Called Aetna, spoke with Maria, ref #REF-88432. Denied for incorrect Member ID. Corrected on claim, will resubmit." Click Submit and the entry shows in the AR Log.

Tips

  • Write notes as if someone else will read them tomorrow. Include names, reference numbers, and next steps.
  • Log a touch even if nothing changed. A note saying "Called payer, still processing, check again in 7 days" is valuable because it shows the claim is being worked.
  • Tracking time spent helps your agency understand the true cost of following up on unpaid claims.