Finance & billing
Insurance checked before every appointment
Two days before each visit, coverage is verified and the front desk gets a short list of the patients who need a call, instead of checking everyone by hand.
Starts when
An appointment is 48 hours away.
What happens
- Look up the patient's plan and run the eligibility check
- Compare the result with what is on file
- Estimate the patient's share for the scheduled procedure from your fee schedule
- List only the exceptions: lapsed coverage, changed plans, missing details
In more detail
An automation like this reads the next days' appointments and each patient's insurance from the practice-management system, sends an electronic eligibility check through the practice's clearinghouse, and compares the answer with what is on file. It then gives the front desk a short list of exceptions, such as lapsed coverage, a changed plan or missing subscriber details, plus estimated patient shares calculated from the practice's own fee schedule. Staff work the exceptions and confirm every estimate before a patient hears a number. It needs an API connection to the practice-management system, a clearinghouse with real-time eligibility, and clean insurance records. Because it handles patient health information, Fenrir Labs does not offer it in its first year; it would require a business associate agreement, a HIPAA security risk analysis and Texas HB 300 training first. Many practices are better served by the eligibility feature in their existing patient-engagement or clearinghouse product.
You stay in control
Staff handle the exceptions and confirm estimates before patients are told.
Connects to
- Practice management
- Payer portals
- Fee schedule
Questions we would ask you
- Which PMS and version do you run, and is it installed or cloud?
- Which clearinghouse do you use, and does it offer real-time eligibility in your plan?
- Which payers make up most of your patients, and which ones still need a phone call?
- What share of appointments currently get verified, and by whom?
- Do you give patients estimates before the visit, and what goes wrong with them?
Discuss this further with the Live Agent
Documents & complianceHybrid option
New-patient forms straight into the chart
Patients complete forms on their own phone before the visit. The answers land in the right fields, and anything the provider should see is highlighted.
Starts when
A new patient is scheduled.
What happens
- Send the forms and remind the patient until they are complete
- Read insurance card photos and typed or handwritten answers
- Fill the matching fields in the patient record
- Highlight answers your providers have asked to see before the visit
In more detail
An automation like this sends new patients a link to the practice's intake forms before their first visit and reminds them until the forms are complete. It reads typed answers, insurance card photos and uploaded paper forms, proposes the matching entries for the patient record, and highlights answers the providers asked to see, such as blood thinners or allergies. A front-desk person compares every proposed entry with the original and confirms the record before the patient is seen; nothing is written to the chart without that click. It needs a practice-management system with an API, a texting service that signs a business associate agreement, and a provider-approved list of answers to flag. Because it handles patient health information, Fenrir Labs does not offer it in its first year. Most practices can get online forms from their existing patient-engagement product.
You stay in control
Front-desk staff confirm the record before the patient is seen.
Connects to
- Online forms
- SMS
- Practice management
Questions we would ask you
- Which PMS or EHR do you run, and does it already include online forms?
- What share of new patients arrive with forms completed, and how are paper forms handled today?
- Which answers do your providers want flagged before the visit?
- Who retypes form data now, and how long per new patient?
- Which texting product do you use, and has it signed a BAA?
Discuss this further with the Live Agent
Scheduling & dispatch
Cancellations refilled from the waitlist
When a patient cancels, the opening is offered to waitlisted patients who fit the slot, and the first to accept is scheduled.
Starts when
An appointment is cancelled or rescheduled.
What happens
- Find waitlisted patients who need that provider and visit length
- Offer the slot by text in the order you choose
- Schedule the first patient who accepts and release the offer to the others
- Tell the front desk what changed
In more detail
An automation like this watches the practice's schedule for cancellations and matches each opening against the waitlist by provider, visit type and length. It then offers the time by text to waitlisted patients in the order the practice chooses, books the first one who accepts, tells the others the slot is gone, and shows the front desk what changed. The practice sets the rules and staff can step in at any time. It needs an API connection to the practice-management system that can book appointments, a texting service that signs a business associate agreement, and a waitlist that is kept up to date. Because it handles patient information and sends texts, Fenrir Labs does not offer it in its first year. Several patient-engagement products already include a waitlist feature, which is usually the better choice for a small practice.
You stay in control
You set the rules for who is offered which slots; staff can step in at any time.
Connects to
- Practice management
- SMS
- Waitlist
Questions we would ask you
- How many cancellations a week, and how many are refilled today?
- Do you keep a waitlist now, where, and how current is it?
- Which appointment types should never be filled automatically?
- Does your messaging product already offer a waitlist or quick-fill feature?
- How quickly must an offer expire before you call someone?
Discuss this further with the Live Agent
Scheduling & dispatch
Recall reminders that lead to scheduled visits
Patients due for a routine visit get a reminder with real open times and can reserve one by replying, rather than being asked to call the office.
Starts when
A patient reaches their recall date.
What happens
- Select patients who are due and have nothing scheduled
- Offer two or three open times that match their past preferences
- Schedule the visit when they reply and send a confirmation
- Give staff a call list of patients who did not respond after three attempts
In more detail
An automation like this finds patients who are past their recall date with nothing booked, such as a six-month cleaning or an annual exam. It sends them a reminder offering two or three real open times that fit their past preferences, books the visit when they reply with a choice, and sends a confirmation. Patients who do not answer after three attempts go on a call list for the front desk. The practice approves the wording, timing and number of attempts, and no clinical content is written. It needs an API connection to the practice-management system's recall list and schedule, a texting service with a business associate agreement, and texts that follow the federal rules for healthcare reminders. Because it handles patient information, Fenrir Labs does not offer it in its first year. Recall is a standard feature of most patient-engagement products, which are usually the better buy.
You stay in control
You approve the wording and timing; no clinical content is generated.
Connects to
- Practice management
- SMS
- Email
Questions we would ask you
- How many patients are overdue for recall today, and how many are reached each month?
- Which product sends your recall messages now, and what does it not do well?
- Do you allow automatic booking, or must staff confirm every recall appointment?
- Which appointment slots may recall fill?
- How do you handle patients who reply with questions instead of a choice?
Discuss this further with the Live Agent
Documents & compliance
Prior-authorization packets assembled
The payer's form is filled in and the supporting notes are gathered from the chart, so staff review a finished packet instead of building one.
Starts when
A procedure that needs authorization is ordered.
What happens
- Identify the payer's requirements for that procedure
- Fill the request form from the patient record
- Collect the visit notes and results the payer asks for
- Track the request and alert staff when the payer responds
In more detail
An automation like this helps staff prepare prior-authorization requests. When a provider orders a service that the patient's plan must approve, it looks up that payer's checklist, fills the request form from the patient record, and gathers the visit notes and results the payer asks for, quoting the chart rather than writing new clinical text. It lists anything missing. Clinical staff review the packet and submit it by portal or fax themselves, and the automation tracks the answer. It needs a maintained list of payer requirements, an API connection to the records system, and an eFax service with a business associate agreement. Payer electronic prior-authorization APIs required by federal rules are arriving from 2027 for Medicare Advantage, Medicaid and exchange plans only. Because it handles clinical records, Fenrir Labs does not offer it in its first year; it would require a business associate agreement and a HIPAA security program first.
You stay in control
Clinical staff review the packet and submit it.
Connects to
- Practice management
- Payer portals
- Fax
- Document storage
Questions we would ask you
- How many PAs does the practice submit per week, for which services, and to which payers?
- Who does PA work now, and how much of their week does it take?
- Which payers use portals, which use fax, and which already accept electronic PA through your EHR?
- Do you keep a list of payer requirements, and who updates it?
- What causes your PA denials most often: missing documents, wrong codes, or medical necessity?
Discuss this further with the Live Agent
Finance & billing
Claim denials sorted and appeals drafted
Denied claims are grouped by reason. Simple fixes are prepared for resubmission, and appeal letters are drafted for the rest.
Starts when
A remittance arrives with denied or underpaid claims.
What happens
- Read the denial codes and group claims by cause
- Prepare corrections for coding and information errors
- Draft an appeal with the supporting documentation where one is warranted
- Report which causes are costing the most so they can be fixed upstream
In more detail
An automation like this reads the electronic remittance files a practice receives from payers, finds denied and underpaid claims, and groups them by the standard reason codes. Simple errors, such as a missing modifier or wrong member ID, are prepared as proposed corrections; claims worth appealing get a drafted letter built from a template, with the payer's reason and the supporting documents listed. A monthly report shows which causes cost the practice most. The biller reviews and approves every correction and appeal and submits them personally; the model never decides whether to appeal. It needs electronic remittances from the clearinghouse, loaded fee schedules and appeal templates. Because remittances contain patient health information, Fenrir Labs does not offer it in its first year; a business associate agreement, a HIPAA security program and Texas HB 300 training would come first.
You stay in control
The biller approves every correction and appeal before submission.
Connects to
- Billing software
- Clearinghouse
- Practice management
Questions we would ask you
- Who works denials now, how often, and how many per month?
- Which clearinghouse, and do your main payers send 835 ERAs?
- What are your top three denial reasons, if you know them?
- Do you have appeal templates, and who signs appeals?
- Are your contracted fee schedules loaded in the PMS?
Discuss this further with the Live Agent
Operations & inventoryHybrid option
Incoming referrals tracked to a scheduled visit
Faxed and emailed referrals are read, entered into a queue and followed until the patient is scheduled and the referring office is told.
Starts when
A referral arrives by fax, email or portal.
What happens
- Read the patient, referring provider, reason and urgency
- Create or match the patient record and attach the referral
- Contact the patient with open times and schedule the visit
- Send the referring office a status note and close the loop
In more detail
An automation like this reads referrals that arrive by fax, email or portal, pulls out the patient, referring provider, reason and urgency, and places each one in a referral queue. It proposes a match to an existing patient record or a new record, attaches the referral, and tracks it until the patient is scheduled; the referring office then gets a short status note that staff send. Urgent referrals go straight to a person, staff confirm every new record, and unscheduled referrals are listed so none are lost. It needs an eFax service that delivers PDFs electronically, text recognition for faxed pages, and an API connection to the practice-management system. Because referrals contain diagnoses, Fenrir Labs does not offer it in its first year; it would require a business associate agreement, a HIPAA security program and Texas HB 300 training first.
You stay in control
Staff review urgent referrals immediately and confirm each new record.
Connects to
- Fax
- Email
- Practice management
- SMS
Questions we would ask you
- How many referrals arrive per week, and through which channels (fax, email, portal, Direct)?
- Which eFax service do you use, and can it deliver PDFs to a folder or by API?
- How do you track referrals now, and how many are never scheduled?
- What makes a referral urgent in your practice, and who decides?
- How do referring offices want status updates?
Discuss this further with the Live Agent
Customer serviceHybrid option
Voicemail triage for the front desk
Morning voicemails arrive as a sorted list: who called, what they need and how urgent it is, with the patient record already linked.
Starts when
A voicemail is left on the office line.
What happens
- Transcribe the message and match the caller to a patient
- Classify the request: scheduling, billing, prescription refill or clinical question
- Put clinical questions at the top for the right staff member
- Draft a reply for simple scheduling and billing requests
In more detail
An automation like this turns the morning's voicemails into a sorted list for the front desk. Each message is transcribed on the practice's own computer, matched to the caller's patient record by phone number, and labeled as scheduling, billing, prescription refill, clinical question or other. Clinical questions and messages with warning words go to the top for the right nurse or provider, and every voicemail stays on the list. For simple scheduling and billing requests it drafts a call-back note. Staff make every call-back decision and nothing is sent to patients automatically. It needs a phone system that emails voicemails as audio files and a read-only lookup in the practice-management system. Because voicemails contain health information, Fenrir Labs does not offer it in its first year; a business associate agreement, a HIPAA security program and Texas HB 300 training would come first.
You stay in control
Staff make every call-back decision; clinical questions always go to a person.
Connects to
- Phone system
- Practice management
- Task list
Questions we would ask you
- How many voicemails arrive per day, and when are they worked?
- Which phone system do you use, and can it email voicemails as audio?
- Does your phone system already transcribe voicemail, and is that good enough?
- Who handles clinical calls, refills, billing and scheduling?
- What words or situations should always go straight to a nurse or provider?
Discuss this further with the Live Agent
