Product updates

What’s new

• Pay by link, never by card. The agent texts the caller a secure pay link that needs no login. It never takes a card number over the phone.
• Every account, totaled. For patients with more than one account, the agent finds them all and gives one combined balance.
• More requests handled. Callers can add workers’ comp, auto or lien insurance, request a refund or ask for an eligibility check.
• Check payments. The agent reads the mailing address from the caller’s own statement and can text it on request.

Other improvements

• The agent always verifies the caller’s identity before discussing anything on the account.

• MFA at account setup. Anyone who signs in to CIVIE with a password sets up multi-factor authentication when they first create their account.
• Single sign-on unchanged. Users who sign in through their organization’s identity provider keep that provider’s MFA.
• Clearer invitations. Invitation emails now show MFA as a setup step, so new users know what to expect.

What’s new

• Executive AR overview. A leadership view of accounts receivable, with a matching reconciliation summary.
• Charge integrity. Compare the CPT recorded for every exam with what was billed, to catch missed and mismatched charges.
• Charge capture health score. One number for how completely exams turn into charges.

Other improvements

• Physician productivity reports now account for holidays and shift rules.
• Administrators control dashboard access for each organization.

• Real-time claim status. Check a claim’s status with the payer straight from the claim, or check up to 25 claims at once.
• Status history. Every check is saved on the claim detail page, so the whole team sees what the payer said and when.
• Payer audit tracking. Set up and follow the audits payers request, in one place.
• Claims fax per payer. Set and verify a claims fax number for each payer in payer settings.

• Consent per purpose. Each message purpose, such as billing or appointments, has its own consent record, and text messages are only sent when consent for that purpose is on file.
• Codes and alerts still arrive. One-time sign-in codes a patient asks for, and account alerts, are delivered without a separate opt-in.
• Attachments in email. Emails sent through CIVIE can now carry attachments.
• Clearer delivery errors. Failed sends return specific error codes, so staff can see why a message didn’t go out.

• Void or refund in one place. Same-day card sales are voided and earlier sales are refunded straight from the transaction.
• Ledger stays in step. The ledger entry is written only after the payment gateway approves the void or refund.
• Gateway settings. Each organization’s payment gateway connection is managed in integration settings.
• Overpayments and refund approvals. Payments on the patient account handle overpayment credits and route refunds for approval.

What’s new

• Share a bill. Patients can share a bill with a family member or whoever pays it.
• Payment timeline. Every payment on the bill, in order, in one place.
• Redesigned statements and receipts. Clearer layout for what’s owed and what’s been paid.

Other improvements

• A refreshed EasyPay workspace with new navigation.
• Practice contact details can be set for each network, so patients always see the right number.

• Guides inside the product. Documentation for RCM, RIS, analytics and onboarding is available from inside each application.
• Ask CIVIE. Ask a how-to question in plain language and get an answer drawn from those guides.

What’s new

• Coding copilot. Suggests codes in the coding workspace and learns from coders’ corrections. It proposes; coders decide.
• Facesheet review. Shows extraction progress, compares patient and payer matches and suggests field values with the source text beside them.
• EOB assistant. Explains a remittance with citations to the document and prepares draft postings for review.

Other improvements

• An AI assistant sidebar is available across RCM modules.

Voice agents

• Start from a template. Create an agent from a template or a prebuilt agent, edit it and publish it.
• Test in the browser before assigning the agent a phone number.
• Conversations captured automatically. Each call’s transcript and results are saved after the call.

Automation bots

• Live monitoring of every run, with run analytics.
• Optional AI recovery when a portal changes, set per run.
• Configurable delivery of results, with duplicate-send protection and delivery history.

• ERA auto-posting. 835 remittances arrive electronically and post automatically.
• Exception queue. Remits that need a person go to a redesigned exception queue and posting workspace.
• Remits from payer portals. Remittances are retrieved from payer portals automatically for bank reconciliation.

• English and Spanish. Patients can switch the bill-pay pages between English and Spanish.
• Whole-account Quick Pay. Quick Pay shows everything a patient owes, whether they arrive from a phone number or a unique pay link.
• 0% payment plans. Practices can offer payment plans at 0% interest.
• Safer guest sessions. Guest bill-pay sessions time out when left idle.

What’s new

• MQSA follow-up. Track every follow-up end to end, run annual follow-up campaigns and report on them.
• Medical record requests. A module for receiving and fulfilling record requests.
• Authorization worklist. Work authorizations from one list, with rules for which exams need them.

Other improvements

• Self-referral orders for eligible exams.
• Patient flags and patient merge.

What’s new

• AI document intake. Incoming documents are read by CIVIE AI and matched to the right patient and insurance.
• Plain-language search. Search the worklist the way you’d ask a colleague.
• Best-slot recommendations. The schedule suggests the best available slots for each exam.

Other improvements

• Check-in runs as a step-by-step side panel.
• PDFs are converted to DICOM and sent to PACS with the study.

• Statement questions answered. The assistant explains what a patient owes and why.
• Refunds and options. Patients can request a refund or ask about hardship and discount options.
• EOB reconciliation. Patients can upload an explanation of benefits and the assistant reconciles it against their bill.
• Live eligibility checks. The assistant can check insurance eligibility during the conversation.