Customer story
How an Austin behavioral health practice automated medical-record denials and appeals with Substrate ARC: Appeals / RFI.
88%
of appeals auto-submitted each month
40%+
of denied revenue recovered
2-pt
net collection rate lift
Heading Health sees high volumes of pended and denied claims that hinge on a medical record, common in complex specialties. Record requests often arrive silently, document prep is manual and error-prone, every payer portal works differently, and once documents go in there is no systematic tracking. Appeals piled up faster than the team could work them.
01
It monitors claims and flags the ones needing medical records, often while still pended, before they harden into denials.
02
It pulls the right records from your EHR and checks they match the claim, escalating only when a rule cannot be resolved.
03
It files the appeal in the payer portal, captures the confirmation number, and monitors status until the payer adjudicates.
“Before Substrate, we appealed denials by hand, and the backlog slowed the whole team. We haven't had to manually touch most medical-record denials in over a year.”
Simon Tankel
Founder & CEO, Heading Health
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