What Lana knows about every payer line.
The path through the IVR, the order each payer answers in, the hours, the hold and the codes, kept per line and improved by every call.
Runs on Savoir, auro’s model for what every payer line teaches. →
What Lana keeps for this line
Learned on the last call, applied to the next:
- The path through the IVR. The line asks for the tax ID, the reason for the call and the member ID before anything else. Lana answers in the order the line expects, keys the digits when a keypad is offered, and stays silent through the recorded preamble instead of talking over it.
- The questions, in the order this line answers them. Active coverage first, then plan type, copay and coinsurance, the deductible met, visit limits and MNT hours used, whether a referral or prior authorization is needed, and telehealth. Each answer is captured in the rep’s own words.
- Hours and hold. When the line opens and closes, and how long the hold runs at each hour of the day, so the night queue places its calls when a rep is likeliest to pick up.
Codes and hour rules on this line
- 97802, 97803, 97804. Initial assessment, follow-up and group MNT, with G0270 and G0271 for the Medicare re-referral, Z71.3 as the counseling diagnosis and the E66 and E11 families beside it. The hours this plan allows, and the hours already used this year, are read before the visit is booked.
One card per payer line, kept by the calls
The path through the IVR
Which key, which word, which silence. Every payer line has a path to a person and Lana keeps it: the menu, the credentials it asks for and in what order, the preamble to wait out, the moment a rep picks up.
The questions, in the order each payer answers them
Some reps give plan type before copay, some want the deductible before anything else. Lana asks in the order the line answers best and captures each answer in the rep’s words, so a verification reads the same whichever payer took the call.
Hours, hold and the codes
When the line opens, how long the hold runs, and the codes the plan pays: 97802, 97803 and 97804, G0270 and G0271, Z71.3 with the E66 and E11 families, and the MNT hours each plan allows and has used this year.
Everything a line teaches, kept
Kept under the BAA, owned by the practice
More about trustThe practice’s own NPI and TIN
Stored once on the practice record and read back on every call. Never typed into a form again.
Payer knowledge, not patient data
What Lana keeps about a line is about the line: the path, the order, the hours. A patient’s answers live on the patient’s record, under the BAA.
Never trains models
Recordings and transcripts are the practice’s evidence, kept thirty days under the BAA and never used to train anything.
Every call improves the next one
A verification is also a lesson about the line. What worked on the last call is what Lana does on the next one, for every practice on that payer.
For dietitian practices
The practice’s own NPI and TIN, its payers and its plans, learned once and carried into every call.
Explore Lana verification
For GLP-1 clinics
The clinic’s referrals arrive with the payer line already known, so the verified benefit comes back for each patient with a reference number.
Explore Lana for clinics“Every payer line behaves differently. Lana learns the hold music, the IVR tree, and the rep’s cadence.”
“We verify before every visit. The front desk stopped guessing.”
“The recording is the receipt. When a payer says they never authorized, we play it back.”
“Batch verification overnight means zero phone time during business hours.”
