Overview
The Claim Status Notes setting controls whether FileTrac requires or prompts users to add a note when they change a claim's status. This feature creates an automatic audit trail that documents why each status change was made, who made it, and any relevant context. It is found in the Workflow and User Access column on the Settings page.
Configuring Claim Status Notes
Navigate to Settings → Workflow and User Access → Claim Status Notes to configure the behavior. Options typically include:
Required — A note must be entered before the status change can be saved. The user cannot proceed without providing context.
Optional (prompted) — The system prompts for a note but allows the user to skip it.
Disabled — No note prompt appears during status changes.
You can configure this behavior globally (applying to all status transitions) or selectively for specific status types (e.g., require a note when closing a claim but make it optional for other transitions).
Audit Trail Benefits
When enabled, claim status notes create a built-in documentation trail. Each note is timestamped and attributed to the user who made the change. This information is valuable for client inquiries (explaining why a claim was closed or reopened), internal audits, compliance reviews, and dispute resolution.
Tips
Enable required notes for high-impact status changes — especially closing, reopening, and voiding claims — to ensure accountability.
For routine status changes (e.g., moving from "Assigned" to "In Progress"), optional prompts strike a good balance between documentation and workflow speed.
Status change notes are visible in the claim's note history and can be filtered using the Note Category and Note Type system if configured accordingly.