Problem Statement

Health systems must manage a massive volume of unstructured payer correspondence arriving through their lockbox. All of it must be read, indexed, and routed before any downstream team can act, and doing this manually is slow and prone to backlog. Because indexing sits at the front of every correspondence workflow, a delay here cascades — holding up denials work, credit resolution, audits, and billing all at once. The work is also largely clerical, so staff spend their time sorting and keying documents instead of the higher-value work each team is meant to be doing.

Automation Solution

This automation automates the capture, transfer, and indexing of lockbox payer correspondence into OnBase, using document understanding to read each file, extract key information, index the correspondence by category, and batch the files for ingestion.