This article walks you through how to manage denial workflows in Motivity — from the moment a denial is identified through to resolution and closure. Workflows help your team stay organized, assign accountability, and track progress across every step of the denial resolution process.
How Workflows Are Initiated
Denial workflows are initiated automatically when a denial is identified after an EOB is received in the Collections module. If needed, a workflow can also be created manually directly from the workflow page by selecting from a list of predefined denial types such as Authorization Denial, Coding Denial, Eligibility Denial, Fee Schedule Denial, Timely Filing Denial, and more.
Accessing the Workflow
Next to each denial on the Denials page is a Workflow Button. Clicking it opens a detailed workflow page where you can track progress, assign tasks, and update the status of the denial.
Workflow Steps
Each workflow includes the following steps:
Denial Identified — The date and EOB details are recorded
Assign To — The individual responsible for resolving the denial is auto-assigned (if configured) or can be manually assigned by selecting from the dropdown. Multiple workflows can be active at the same time, and users can see who is responsible for each step of the resolution process
Investigation Pending — Notes and attachments related to the investigation should be added while moving the workflow forward
Investigation in Progress — Updates on the progress of resolving the denial should be added as work continues
Resolved — Once the denial reason is resolved, mark the workflow as completed manually to signal that it is ready for resubmission
Close — Once the claim is resubmitted and you no longer need to see the active workflow, click Close to remove it from the interface. This only closes the workflow view — all relevant data remains in the Timeline for future reference
Documenting Workflow Progress
Each workflow allows users to add notes and attach relevant documentation (such as corrected EOBs or claim forms). This documentation is essential for maintaining an audit trail of all denial management actions.
Ideal Workflow for Denials Management
When you access the Denials page, follow these steps for the most efficient resolution process:
View Assigned Tasks — Upon entering the Denials page, review the tasks assigned to you. Each task represents your role in addressing the denial and is part of a workflow step in the overall resolution process.
Execute Assigned Tasks — Complete the task by investigating the denial, correcting the necessary data, and resolving the issue. After executing your task, move the workflow forward by assigning it to the next responsible team member.
Assign to Next Person — Once your part is complete, assign the workflow to the next responsible person. This ensures the workflow progresses smoothly through all required steps.
Manager Oversight — Managers can monitor the Denials page to see all open workflows and the current step each is in, ensuring visibility and accountability across the team.
Workflow Resolution — Once all steps are completed and the denial is resolved, resubmit the corrected claim for processing.
Close the Workflow — After the claim has been resubmitted, mark the workflow as Resolved and then close it. This removes it from the active workflow list while retaining all historical data in the Timeline.
Closing Denials
Once a denial is fully resolved and the claim has been resubmitted, the claim is automatically removed from the Denials module and will appear in Billing Module → Posted Invoices with a status of "Resubmitted." To help identify resubmitted claims, the system appends "RE" to the invoice number. Both the resubmitted invoice and the original source invoice will appear in reports, providing clear traceability of the entire process.
💡 Note: Closing a workflow and closing a denial are two separate actions. Closing the workflow removes it from the active workflow view while retaining data in the Timeline. The denial itself is closed automatically once the claim has been successfully resubmitted.
Timeline View
The module displays a timeline of all steps in the workflow, allowing users to track the full history of the denial's resolution. Users can filter workflows based on denial categories to narrow down the timeline events to specific workflows.
For details on denial categories and how to change them, see our Denials Categories article. For full details on the resubmission process, see our Motivity Billing 101: Secondary Invoices, Adjustments, and Denials article.
Last Updated: 7/15/26 by Tatum Winslow