Customer story
How an Austin behavioral health practice replaced daily payer-portal checking with Substrate ARC: Claim Status.
100+
hours saved every month
70%
of no-response claims statused hands-free
~20 min
of manual work removed per claim
Heading Health's billing team started every day logging into payer portals (Aetna, UHC, BCBS, Cigna, Tricare) to check outstanding claims. Each payer has different portals and logins, and the 276/277 EDI transaction only covers about 500 payers, with inconsistent data. Billers spent up to 15 to 20 minutes per claim on work that should take seconds.
01
Before any request, it checks what worked for similar claims, by payer, client, and state, and starts from accumulated knowledge instead of a blank slate.
02
Different errors mean different things. The agent reads the signal and picks its next attempt accordingly, instead of marking the claim failed after one try.
03
When a combination of NPI, payer ID, and demographics produces a result, it records the pattern. Accuracy compounds as volume grows.
“Substrate eliminated the daily portal-checking for our billing team. The agent follows up on no-response claims automatically and lets my staff focus on denials and collections instead of status hunting.”
Chimene Perez
Director of Operations, Heading Health
Book a 30-minute demo. We'll show you the routing, the success rate, and the worklist write-back on your payers.
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