When you drop a letter in a mailbox, you don't need to know the exact highway routes, sorting facilities, or flight schedules it takes to reach its destination; you just need to know who it’s going to. Efficient technology should operate the exact same way. You shouldn't have to guess a workflow path just to get something done.
This week, we are leaning into the theme of Intelligent Routing. We've focused on restructuring how data, support requests, and revenue cycle tasks travel through our system. By strategically automating the underlying logistics, we are ensuring that everything from a ticket to an AR follow-up job finds its correct path immediately, and without requiring any guesswork or creating unnecessary noise.
StrataEMR
The front line. Updates and refinements you’ll interact with firsthand within StrataEMR.
An Updated Support Ticket Experience - Thom completely redesigned the launchpad of our support ticket creation flow. Instead of having users guess which internal category to route you request to, the system now asks a much simpler question: What do you need help with? You can now search a intuitive category list spanning claims, denials, training, technical issues, and more.
The Self-Service Benefit - Based on your selection, relevant documentation links will dynamically surface directly beneath the field, offering a fast lane to self-service answers before a ticket is even submitted.
Behind the Scenes - Ticket routing still happens automatically in the background, but the entire experience is now built around the question being asked, not the queue it's headed to.
Manual Completion for Draft Document Tasks - Thom restored the manual completion option for Draft Documents tasks. In rare scenarios, draft document tasks wouldn't automatically clear from the dashboard after a document was finalized, leaving a lingering item on a user's task list. You can now manually mark these tasks as complete, ensuring your workspace remains clean and up to date.
StrataLabs
The engine room. Internal improvements you won’t see on your screen, but you’ll certainly feel the impact of.
Automated Payer Forms - A big welcome to the Engineering team to Tyler! For his first trick, Tyler added a new automated payer form to support reconsideration and appeals submissions for a specific payer, making it faster to route those disputes.
Streamlined Credentialing Logic - Thom sharpened our credentialing hold logic to ensure that the right holds are in place when a new staff member is assigned to a facility. Previously, clinics could see unused payers swept into the credentialing hold net as well, creating unnecessary noise and extra tickets.
Uninterrupted AR Follow-Up - Elise diagnosed and resolved a backend issue that was causing specific AR follow-up automation jobs to fail. These background processes are now running smoothly on their scheduled paths without requiring manual intervention.
See you on the next update!
Terra Anderson, Product Trainer at StrataPT