Every claim that waited on a person — to be submitted, or checked on — got paid later. I redesigned how claims move through Copilot, from submission to payment.
Before Autopilot, every claim — easy or hard — got the same treatment: a person manually reviewing it, attaching narratives, clinical notes, x-rays, and charts, then submitting it by hand. Most of that work wasn't judgment. It was repetition.
Once a claim was submitted, users had no way to know what happened next — was the carrier reviewing it? Why hadn't it been paid? So they called. Those calls took hours away from billing other claims.
Automate the repetitive work so billers can focus elsewhere.
Shorten the path from submission to payment.
Get claims paid at the full rate.
Every insurance carrier has its own rules. There are hundreds of procedure codes, each requiring different documentation. The system had to handle all of that without becoming too complicated to use.
Every decision came back to these three principles.
Repetitive, low-risk claims moved through automatically — decisions that needed a person still went to a person.
Billers know their claims better than any system. We built around their judgment, not around replacing it.
Every point where a claim sat idle — a queue, a phone hold, an unclear status — was a target for removal.
Power users already knew which carriers denied which claims for missing documentation — they just had no way to act on that knowledge at scale. We built a rules engine that let them map required attachments to each procedure code and carrier, turning what they already knew into something the system could act on automatically.
Not every claim needed a person's judgment. Autopilot automatically submitted claims that were ready to go — but users could always see which claims were moving, and pause or stop any of them at any time.
The biggest time waster after submission was not knowing what happened next — users calling carriers just to ask "where's my claim?" We built automatic status updates that show exactly what's happening and when, including what a carrier needs if a claim gets stuck.
What changed once friction was removed from the process.
Average time from submission to posted payment.
Hours once spent calling carriers freed up.
Claims paid accurately, at the rate billed.
The instinct with power users is to automate everything and step back. The better approach here was narrower: automate the repetitive work, and stay hands-on with decisions that still needed a person's judgment.