The Clinics, practices & clinic groups
Two hours at the deskfor every hour with a patient.
Independent practices run on a front desk and a back office that never stop retyping: intake forms into the EHR, faxes into charts, auth forms out to payers, claim status back from portals. We embed an engineer in your practice, watch where the day goes, and automate what repeats, until at least 20 hours a month are back.
The systems your team already uses, wired through Passel automations. Your people review exceptions instead of retyping.
hours of EHR and desk work for every hour of patient care
AMA time-and-motion studies
per physician, per week, on prior authorizations
AMA prior authorization survey · physician + staff
appointment no-show rates
Varies by specialty · industry range
a month back, per practice, or we keep working
Our written commitment
Independent practices, specialty clinics, and clinic groups with 2 to 50 providers: primary care, orthopedics, dermatology, behavioral health, physical therapy, dental, and anyone else whose staff spend their days in an EHR, a fax queue, and a payer portal.
Figures are typical ranges from published industry surveys and our own audits. Your Gap Report replaces them with your numbers.
Why the hours go missing
The EHR was supposed to fix this. It became the place the work piles up.
A practice's day is a stream of small transfers: a referral fax that has to become a chart entry, an intake form that has to become demographics, a visit that has to become a charge, a payer's decision that has to become a note. The EHR holds all of it, but it doesn't move any of it. People do.
That's why the front desk is always on the phone, the back office is always in a portal, and providers finish notes at home. None of the tools are wrong. They just each stop at their own edge.
We build across the edges. Intake lands in the chart before the visit. Faxes classify and file themselves. Auth packages assemble from the chart. Claim status comes back on its own. Your staff handle the patient in front of them, which is the job they took.
The workflow map
13 things your team does by hand that it shouldn't have to.
Grouped by where they sit in your operation. Each card shows what happens today, what we build, and the time it typically gives back per person.
Access
Front desk
Scheduling & waitlist backfill
2–5 h/wkTodayPhone tag, open gaps left open, a waitlist in a notebook.
What we buildScheduling rules enforced automatically, waitlist backfill the moment a slot opens, reminders that actually reduce no-shows.
Patient intake & forms
2–4 h/wkTodayPaper forms transcribed into the EHR. Missing signatures chased at check-in.
What we buildDigital intake tied to the appointment and pushed into the chart before the visit.
Eligibility & copay estimates
2–4 h/wkTodayCoverage checked by hand the day of. Copays guessed and corrected later.
What we buildBatch verification before the visit, with the estimate ready at check-in.
Referral & fax handling
2–5 h/wkTodayIncoming faxes printed, sorted, scanned, and attached to charts by hand.
What we buildFaxes classified, matched to the patient, and routed to the right queue with the key data extracted.
The visit
Clinical support
Prior authorizations
3–8 h/wkTodayForms filled from the chart, faxed, then statuses checked by phone.
What we buildAuth packages assembled from the chart and payer criteria, submitted through portals, and tracked to a decision.
Clinical documentation support
2–5 h/wkTodayNotes finished after hours. Templates fought with instead of used.
What we buildAmbient or dictation drafts in your own EHR templates, with coding suggestions for provider sign-off.
Results & inbox triage
2–4 h/wkTodayLabs, messages, and refill requests handled from one overloaded inbox.
What we buildRoutine items routed by protocol. Normal results and refills queued with the patient letter drafted.
Care gaps & recalls
1–3 h/wkTodayRegistry reports run monthly and worked through by hand.
What we buildGaps identified continuously, with outreach sent and tracked.
Getting paid
Revenue
Charge capture & coding checks
2–4 h/wkTodayCharges reconciled against the schedule to find missed visits.
What we buildAutomated reconciliation of encounters to charges, with coding checks before the claim goes out.
Claim status & denials
3–6 h/wkTodayPortals checked one claim at a time. Denials appealed from scratch.
What we buildStatus pulled on a schedule. Denials categorized with first-draft appeals attached.
Patient balances & statements
1–3 h/wkTodayStatements and payment plans managed manually.
What we buildStatement cycles and reminders automated. Plans tracked without a spreadsheet.
Running the practice
Operations
Reporting & practice KPIs
1–3 h/wkTodayMonthly numbers assembled from exports the week after month end.
What we buildA live view of volume, AR, no-shows, and provider utilization.
Credentialing & enrollment tracking
1–2 h/wkTodayExpirations tracked in a spreadsheet. Renewals missed until a claim denies.
What we buildA tracker with reminders and pre-filled applications.
Hours are per person, per week, typical range. Most operations run several of these at once, which is how an audit finds 20 hours a month across a team without anyone working differently.
Inside your stack
Built into the tools you already pay for.
We don't replace your EHR. We connect it to the fax line, the payer portals, the scheduling tool, and the inbox, so your staff stop carrying information across by hand.
No new software to learn
Automations live inside the systems your team already opens every morning. If someone has to open a new app to feel the difference, we built it wrong.
HIPAA, verified before anything moves
Our HIPAA compliance program is independently verified through Live Compliance. We sign a Business Associate Agreement before PHI is in scope, work under minimum-necessary access, and de-identify wherever the work allows.
A person stays in the loop where it matters
Anything that touches money, a patient, or a client gets a human checkpoint by design. Automation does the retyping. Your people do the judgement.
Common questions
What practices ask us first.
Can you work with our EHR? +
Yes. Some EHRs expose real APIs or FHIR endpoints; many practice systems don't, and for those we build careful, monitored browser automation that does what a staff member would do. The Observer phase confirms exactly how your team uses the system before we build anything.
Will our providers have to change anything? +
No. Most of the hours come from front desk and back office workflows: intake, faxes, prior auth, claim status. Where we touch clinical documentation, it produces drafts in your existing templates for the provider to sign, not a new tool to learn.
How does this fit with an outside billing company? +
Well. We regularly work on the practice side while a billing company handles claims, and we've built for billing companies directly. Cleaner intake, eligibility, and charge capture on your side means fewer rejections on theirs. If your biller wants to talk to us, we're happy to.
How do you handle PHI during the audit? +
A BAA is signed before the Observer is deployed to any workstation. The agent captures application-level activity signals, which systems are in use and how long each recurring cycle takes, aggregated at the team level and encrypted in transit and at rest. The telemetry scope, what it captures and what it never touches, is defined with you in writing first. Our HIPAA program is independently verified through Live Compliance.
Next step
Find out where your practice's day actually goes.
One call, then two weeks with the Observer on every desk. We don't stop until at least 20 hours a month are back.
info@thepasselgroup.com