Healthcare back office setup

Does this pack fit a medical coding, revenue cycle or claims team?

It fits back-office healthcare work: coders, AR callers, eligibility and verification, and the supervisors over them. The work is volume work on a queue. The screen almost always holds somebody’s medical record.

What it switches on

Setting	Value	Default, for comparison	Why
Work mode	Productivity only	Task based	Claims arrive on a queue. There is no task to pick
Tracking mode	Always on	A task is required	The shift is the unit of work
Screenshots	Off	Every 5 minutes	See below
Idle threshold	5 minutes	3 minutes	Queue work, where a long gap is worth seeing
Retention	365 days	90 days	Claims disputes and audits run long

What it creates

• 4 productivity roles — Medical coder, AR caller, Eligibility specialist and Supervisor
• 384 app rules — every role gets a verdict on all 96 applications and websites in the catalogue
• 3 teams — Coding, AR follow-up, Eligibility
• 1 daily goal — 390 productive minutes
• 4 alert rules — not started by 09:30, idle over 45 minutes, productivity under 65 percent, and one more that no other pack has. See below

The roles know this industry’s systems: Epic, Cerner, Availity, Waystar, AdvancedMD and Change Healthcare are all marked productive. The three agent roles start from the support rule set and the supervisor from the HR one, then each gets those systems laid on top.

The one thing it gets right

Screenshots are off, and that is the safe default.

A coder’s screen holds a patient name, a diagnosis and a date of birth. A screenshot of it is protected health information, held in a new place, seen by new people, kept for a year. Every pack but this one turns screenshots on. This one does not.

Three questions to answer before you turn them on

1. Who may open a screenshot, and is that the shortest possible list? Remember that anyone with the manager role can open every screenshot in the workspace, not only their own team’s.
2. Is the storage covered by the same agreement that covers the record system?
3. Does your notice to staff say screenshots are taken? The product has nowhere to record that they were told, so you have to keep that evidence yourself.

If any answer is unclear, leave them off. The productivity numbers work without them.

The setup wizard will warn you if you switch them on — this is the only pack that triggers that warning — and then it will let you.

The second thing it gets right

It watches for personal file sharing, and it tells an admin rather than a manager.

This is the only pack that adds anything to the distracting list, and the only one with an alert aimed at admins. Every role here marks Dropbox, WhatsApp Web and Telegram distracting, and a fourth alert rule — Personal file sharing in use — fires to admins the first time one of them is used.

In a workspace where the screen holds patient data, that alert is not a productivity measure. It is the nearest thing this product has to a data-exfiltration watch.

The two numbers to check after applying this pack. Screenshots off, and retention at 365 — both different from what a new workspace starts with.

What to change after you apply it

• Set the daily target to your real production target — claims, charts or calls per day. 390 minutes is a starting number.
• Check that the supervisor role can see the team and nothing wider. See People and roles.
• Check the 09:30 alert against your actual shift start. It is set in minutes past midnight.
• Send What is recorded about you to every person before their first tracked shift.

Next: Screenshots, privacy and how long data is kept · Screenshots