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User-Initiated Workflows

Learn how to start, complete, save, and resume services that you identify for a patient.

 

At a glance

  • Start a workflow from the patient profile by selecting Start a Service.
  • Choose an available service based on the patient need you identified.
  • Save unfinished work and return to it from the Queue or the patient To Do list.
  • Submit the workflow after completing required information and resolving any validation messages.
        In this article
        • What are User-Initiated Workflows?
        • Start and complete a workflow
        • Save and resume work
        • Available workflow types
        • Frequently asked questions

      What are User-Initiated Workflows?

      User-Initiated Workflows are services that you start when you identify a patient care need. Unlike opportunities that are automatically presented in the Outcomes platform, these workflows are selected by you based on your clinical judgment and knowledge of the patient interaction.

      The available workflow types depend on your organization’s configuration and your user access. User-Initiated Workflows use a guided experience that presents the questions and information needed for the selected service.

      About the updated experience

      Beginning in October 2026, User-Initiated Workflows are being introduced in a modernized experience. You may notice a more streamlined look and feel, clearer workflow sections, updated attestation questions, and greater consistency with the experience used for Targeted Intervention Programs (TIPs).

      The updated experience is designed to feel familiar. The purpose and clinical intent of each workflow remain the same, although some questions, attestations, and validation messages may be presented differently.

      What you can expect

      • A single Start a Service entry point from the patient profile.
      • A guided workflow with required fields and page-level validation.
      • The ability to save unfinished work for later.
      • Visibility of saved work in the Queue and the patient To Do list.
      • A User-Initiated Service (UIS) badge that identifies work you started.

      Start and complete a workflow

      1. Open the patient profile

        • Find and select the patient using the global search or the Queue.

      2. Select Start a Service

        • In the patient navigation menu, locate the Actions section and select Start a Service.

      3. Choose the workflow type

        • If both MTM Service and Clinical Workflow options are available, select the option that matches the service you want to complete. The options you see are based on your access.

      4. Select the service

        • Choose the appropriate service from the available list. For an MTM service, select Start service. For a Clinical Workflow, select Next.

      5. Complete the workflow

        • Answer the questions presented. The questions vary by service. Fields marked with a red asterisk are required.

      6. Resolve validation messages

        • Review any messages displayed on the page and correct the identified information before submitting.

      7. Submit the service

        • Select Submit. Confirm that the submission confirmation page appears before leaving the workflow.

      Important: If you leave the workflow without selecting Save for Later or Submit, information entered during that session is not retained. 

      Save and resume work

      If you are not ready to submit a workflow, select Save for Later. The workflow remains In Progress so you can return to it.

      Resume from the Queue

      1. Open the Queue.
      2. Under the Opportunities filter, select UIS.
      3. Find the patient and workflow title.
      4. Select the workflow title to reopen it. This takes you to the patient profile.

      Resume from the patient To Do List

      1. Open the patient profile.
      2. Open the To Do list.
      3. Find the workflow title.
      4. Select the workflow title to reopen it.

                      In-progress User-Initiated Workflows display a pink UIS badge and an In Progress status. After reopening the workflow, review the saved information, make any needed updates, and select Submit when complete.

                      Tip: You can select Save for Later more than once while gathering the information needed to complete the service.  

                      Available workflow types

                      The following User-Initiated Workflows may be available. Availability depends on your organization’s programs and configuration.

                      Needs lab monitoring or health test

                      Needs drug therapy

                      Adherence - Underuse of medication

                      Needs disease state management

                      Needs immunization

                      Suboptimal drug

                      Needs refill

                      New or changed prescription therapy

                      Needs case management

                      Needs patient education

                      Unnecessary prescription therapy

                      Cost-effective alternative

                      Dose too low

                      Dose too high

                      Adverse drug reaction

                      Drug interaction

                      Adherence - Needs check-in + 90-day fill

                      Adherence - Needs check-in

                      New or changed OTC therapy

                      Adherence - Overuse of medication

                      Frequently asked questions

                      How is a User-Initiated Workflow different from a system-generated opportunity?

                      A User-Initiated Workflow begins when you identify a patient care need and manually select a service. A system-generated opportunity is presented automatically based on program logic. Both experiences guide you through the information needed to complete the service.

                      How do I know when to use a User-Initiated Workflow?

                      Use a User-Initiated Workflow when you identify a patient care need and an appropriate opportunity is not already available for the patient. Select the workflow that best matches the identified need and your organization’s program requirements.

                      How can I identify an in-progress User-Initiated Workflow?

                      Saved work displays a pink User-Initiated Service (UIS) badge and an In Progress status. You can find it in the Queue or the patient To Do list.

                      What happens if I leave without selecting Save for Later?

                      Information entered during the session is retained only when you select Save for Later or Submit. If you close the workflow, navigate away, or exit the browser without taking one of these actions, the information entered during that session is lost.

                      Can I save a workflow more than once?

                      Yes. You can select Save for Later multiple times while gathering information. The workflow remains In Progress until it is submitted or expires.

                      When does an in-progress workflow expire?

                      An in-progress User-Initiated Workflow expires 60 days after it is created or at the end of the calendar year, whichever occurs first. After it expires, it can no longer be resumed.

                      Can I delete an in-progress workflow?

                      No. If the workflow is no longer needed, it will remain In Progress until it expires.

                      What if I started and saved a workflow in the previous experience?

                      Work saved in the previous experience remains available from Service History > MTM Services. Previously saved work does not display in the Queue or patient To Do list with a UIS badge.

                      What determines the estimated payment shown after submission?

                      The estimated payment is based on the payer, program, and service details associated with the service. It is an estimate and may vary based on the submitted information, program requirements, and payer rules.

                      Need additional help?

                      If a workflow is unavailable or you cannot complete a service, contact your organization’s Outcomes administrator or Outcomes Support.