Documents in
Faxes still carry referrals, labs, records and authorisations. Opening each one, identifying the patient, and filing it to the right chart is pure manual cost.
Pillar 04
Process
Faxes, referrals, records and prior auth — the paperwork nobody sees and everybody drowns in.
This is the invisible half of the front office. It generates no calls when it is working and consumes entire roles when it is not. It is also the least automated part of most practices, which makes it the biggest remaining opportunity.
We are candid here: this pillar contains more things we are building than things we ship today. Where we have nothing, we say so rather than stretching the phone product to cover it.
What this covers
Authorisations
Prior auth is long, repetitive, and invisible to the patient, who only knows their procedure has not been scheduled.
Referral leakage
Referrals arrive and are never tracked to a booked appointment, so the practice cannot see what it lost or which referring office it lost it from.
In depth
Documents
Medical Fax Automation
Sorting inbound faxes, identifying the patient and document type, and filing to the right chart.
Referrals
Referral Management for Medical Practices
Tracking an inbound referral from arrival to a booked, seen appointment.
Authorisations
Prior Authorization Workflow
Determining whether an authorisation is required, assembling the documentation, submitting it, and tracking it to a decision.
Records
Medical Records Request Workflow
Handling release-of-information requests from patients, attorneys, insurers and other practices.
Documents
How to Reduce Fax Volume in a Medical Practice
Cutting the number of faxes that reach a human at all, rather than processing them faster.
Documents
Fax to EHR Automation
Getting a fax out of the fax queue and into the correct patient chart automatically.
Referrals
Referral Leakage: Finding Patients You Never Saw
Measuring how many referred patients never became an appointment.
Authorisations
Prior Authorization Denials and Appeals
Handling the authorisations that come back denied.
Records
Records Requests by Requester Type
Patients, attorneys, insurers and other practices all ask for records, and each has different rules.
What we solve, and what we don't
Referral and records requests that arrive by phone
Available nowCaptured, structured and routed as part of call handling, including referring provider, urgency and insurance.
AI fax sorting, patient matching and chart filing
In developmentClassification, patient and document-type identification, duplicate detection and an unmatched-fax work queue. In development — the scan measures who needs it most.
Referral inbox with completeness checks and conversion tracking
In developmentA referral pipeline that chases missing documents and reports referred-to-seen conversion. In development.
End-to-end prior authorisation submission
In developmentRequirement checks, documentation gathering, payer submission and denial queues. This is the single most-requested thing we do not yet ship.
Release-of-information fee capture and release logs
We don't solve thisWe do not handle ROI fee collection or statutory release logging. A dedicated ROI vendor is the right answer today.
Where does this rank for your practice?
The Front Desk Opportunity Scan estimates the staff hours and revenue behind each of the six pillars using your own numbers, then tells you which to fix first. Your score appears before we ask for anything.
The other five
Answer
Every call picked up, triaged, and routed — including the ones outside office hours.
Schedule
Slots filled, cancellations backfilled, and recalls that actually go out.
Intake
Demographics, insurance, consents and history captured before the visit, not at the window.
Collect
Coverage verified before the visit and balances collected after it.
Grow
The digital front door: getting found, getting booked, and getting reviewed.