Nothing reaches a payer or a patient without a person.
Agents work your prior auth, denial, referral and intake queues. They stop for a person you name before anything reaches a payer or a patient.
Prior auth, denials, referrals and intake. All under one set of rules your compliance officer can read. Every action is checked before it runs. Anything touching a payer, a patient or an order waits for the person you name. The agent assembles and drafts. It submits nothing on its own.
Pick a queue. What the agent reads and touches, what it may do, where it must stop, and what goes on the record. Then one run of it, simulated.
Request assembly · Documentation · Status tracking
The request built from the order, the coverage and the note. The payer's attachments added. Then it waits for your coordinator. It never changes an order.
held for coordinator · ready to submit
submitted · auth coordinator · 09:02:51
THE AGENT CHANGES NO ORDER · SUBMISSION IS A PERSON'S ACTIONA prior auth request assembled from the record and held for the coordinator.
Denial sorting · Appeal drafts · Follow-up
Denials sorted by reason code. Each appeal drafted, documents attached. Your billing lead sends it. The agent adjusts no balance.
NO WRITE-OFF, NO ADJUSTMENT, NO RESUBMISSION WITHOUT A NAMEA denial worked to a drafted appeal, then held for the billing lead.
Referral reading · Coverage check · Missing information
A referral arrives by fax with half of what the scheduler needs. The agent reads it, checks coverage, proposes a slot and chases the rest.
PROPOSED, NOT BOOKED · THE FRONT DESK CONFIRMSOne referral read, one slot proposed, one missing document requested.
Statement questions · Coverage questions · Status updates
Billing and status questions answered from the record, source line attached. Anything clinical, any complaint, any balance change: a person.
ANSWERS FROM THE RECORD ONLY · COMPLAINTS GO TO A PERSONTwo messages: one answered from the record, one handed to a person by rule.
Or the denial work queue. Or the referral fax inbox. Pick one. We study it with your team, write rules your compliance officer can read, and run the agent with your coordinator in the loop.
We map the queue, the systems and who signs today. You keep the write-up.
Your team and ours write the rules. You sign. Run it in your own cloud and PHI stays in your environment.
Your coordinator submits the first stopped requests. Every submission and hand-off goes on the record, with a name.
Which prior auth requests are complete and waiting on a person to submit?
Queue: Prior authorisationWhich denials this week had an authorisation on file at the time of service?
Queue: Claims and denialsWhich referrals in the fax inbox are missing an insurance card?
Queue: Referrals and intakeWhich payers denied the most claims this month, and for which reason codes?
Queue: Claims and denialsWhich patient messages did the agent answer, and which did it hand off?
Queue: Patient and payer correspondenceWho submitted yesterday's requests, and what was attached to each?
Queue: Prior authorisationFour controls. Your technical team gets the detail on the Gatehouse page.
Epic, athenahealth, the clearinghouse, the fax inbox. Your rules list what the agent may read and write. Nothing else is touched.
Submission, sending and scheduling are checked against the manifest as they happen. Anything the manifest does not name is refused, and the refusal is recorded.
Prior auth requests, appeals and outbound messages wait for the person your policy names, with the chart evidence gathered.
Each run is chained by SHA-256 and exports in open formats, with who did what and when, and which record it came from.
Run it in your own cloud and PHI stays in your environment. Your rules name every system the agent may read.
Every action is checked against your rules as it happens. Not named means refused. The refusal goes on the record.
Hard calls wait for one person you name, evidence attached. Overruling a refusal takes two names. Both are saved.
Every run is chained by SHA-256. It exports in open formats. Your auditors read it without Gatehouse.
Your cloud or ours. You decide, and the manifest records it.
No SOC 2 report or ISO 27001 certificate today. Your security team gets a walkthrough of the four controls and where the deployment runs. We answer your questionnaire in writing and tell you where certification stands. We make no HIPAA compliance claim. The deployment model and sub-processor list are on the security answers page.
Read the security answersBuilt from more than one engagement. Names and figures changed. No performance figures, because none were measured on a single engagement.
Every file had to be checked for completeness before a handler could start.
The first pass runs around the clock. Every routing decision carries its reason.
Each one answered in full, with its sources. No sign-up to read them.
Not here? Write to support@surehand.io. A person replies, usually inside two business days.
Talk to the people who run it
Does PHI leave our environment?Run it in your own cloud and it does not have to. Your rules name every system the agent may read and write. Nothing else is touched. Your cloud or ours. You decide, and the manifest records it.
Can the agent submit a request, send an appeal or message a patient on its own?No. Your rules don't allow it. The agent assembles, sorts and drafts. The coordinator, billing lead or front-desk lead you name takes the action. Every step is on the record.
Does this replace Epic, athenahealth or our clearinghouse?No. The agent works inside them, under your rules. Gatehouse sits in front of the agent, not your systems.
How long before the first held request?We quote a timeline after the teardown, not before. It covers one queue and the people who sign for it today.
Who decides what the agent may do?You do. The rules are written with your team and signed by whoever owns the queue. Every change is re-signed. Every version is kept.
Are you HIPAA compliant? Do you have SOC 2?We make no HIPAA compliance claim on this page, and we do not hold a SOC 2 report today. What we can show your compliance officer is the deployment model, the four controls, the sub-processor list on the security answers page and written answers to your questionnaire. You hear it from us first when this changes.
Tell us what comes in, who handles it and where it waits. We study it with your team and tell you straight if an agent belongs there. A person replies, usually inside two business days.
support@surehand.io