Operations Queue · Tier 4 work
Queue
Manual work that can't (or shouldn't) be automated: email-based state board verifications, payer escalation calls, notarized documents, complex Medicaid MCO enrollments. Every ticket links back to the customer-facing IntegrationJob it fulfills.
Open tickets
8
Unassigned
1
Overdue SLA
1
Due < 24h
2
Avg cycle (last 30d)
3.2d
SLA hit rate
94%
| Ticket / provider | Task | Customer | Pool | Owner | SLA | Status |
|---|---|---|---|---|---|---|
| NY OP license number reconciliation · T. Brooks | State board · email verification | Mindscape Behavioral Health | CVO partner | Marco Reyes (CVO) | overdue · 6 hours | Blocked |
| Anthem BH escalation — submission stalled at day 47 | Payer escalation call | Mindscape Behavioral Health | Internal ops | Avery Chen | today · 5:00 PM | Assigned |
| Texas Superior HealthPlan enrollment · D. Kim | State Medicaid MCO enrollment | Mindscape Behavioral Health | CVO partner | Patricia Yang (CVO) | in 47 days · Jun 15 | Awaiting response |
| Verify CA BBS LCSW license · J. Mitchell | State board · email verification | Mindscape Behavioral Health | CVO partner | Patricia Yang (CVO) | in 2 days · Apr 30 | In progress |
| Optum credentialing review delay — M. Chen | Payer escalation call | Mindscape Behavioral Health | Internal ops | Avery Chen | completed Apr 27 | Complete |
| Reference outreach × 2 — J. Williams (final-cycle) | Reference check outreach | Mindscape Behavioral Health | CVO partner | Marco Reyes (CVO) | in 6 days · May 04 | Assigned |
| Reference outreach × 3 — A. Patel onboarding | Reference check outreach | Mindscape Behavioral Health | CVO partner | Unassigned | in 12 days · May 10 | Unassigned |
| Notarized supervision attestation · R. Bennett | Notarized document coordination | Mindscape Behavioral Health | CVO partner | Patricia Yang (CVO) | in 4 days · May 02 | In progress |
Specs note: in production, this list is driven by
operations_queue joined to integration_jobs (per IAL spec §6). Status changes write through transition_job() so the customer-facing UI updates in lockstep.