THE OPERATING PROBLEM
Administrative work grows every time the organization does.
Each provider you add generates more calls, more eligibility checks, more authorizations, more referrals and more payer follow-up. The conventional answer is to hire against that curve, in roles that are difficult to fill and expensive to retain. Operating capacity stays tied to headcount.
Central changes the relationship between the two. The volume of administrative work becomes something the organization executes, rather than something it staffs.
Physicians and their staff report spending an average of 13 hours a week on prior authorization alone, and 40% of physicians employ staff who work exclusively on it. Source: American Medical Association, annual prior authorization physician survey.
THE OPERATING MODEL
Work enters. Central completes it.
Not a tool your staff have to operate. An accountable workflow, with a record of every action and a named owner for every exception.
WORK ENTERS
From the EHR, a worklist, a referral, a fax or a phone call
Central picks work up where it already arrives, in the channels your organization already uses.
CENTRAL EXECUTES
Al agents complete the repeatable steps
Requirements checked, documentation assembled, submissions filed, statuses tracked, systems updated.
NO EXCEPTION
Everything else
Denials, appeals, peer-to-peers, multi-factor challenges and the calls that need a human voice, with the context attached.
EXCEPTION
Everything else
Denials, appeals, peer-to-peers, multi-factor challenges and the calls that need a human voice, with the context attached.
CENTRAL RESUMES
The workflow continues after the exception is resolved
The specialist's resolution returns to the automated path rather than back to your staff.
OUTCOME
System of record updated, with a full action history
Every step is attributable and auditable, whether an agent or a person performed it.
COVERAGE
Start with the workflow costing the most. Expand across the operation.
Most organizations begin with a single workflow, prove the operating model on it, and extend once it is running. Each is a managed outcome, not a feature your team configures.
WORKED EXAMPLE
Prior authorization, end to end.
The clearest demonstration of the model. Eight steps that today are split across staff, portals and phone queues, run as one accountable workflow.
Request received
An order enters from the EHR, a worklist or a referral. Central identifies payer, plan and the applicable policy.
AI AGENT
Requirements determined
The payer's current criteria are checked, including whether the request routes through a radiology or specialty benefit manager.
AI AGENT
Documentation assembled
Clinical notes, imaging, prior therapy and conservative care are pulled from the chart and formatted to that payer's requirements.
AI AGENT
Submitted to the payer
Filed in the payer portal or through the available electronic channel, with attachments in the accepted format.
AI AGENT
Status tracked
Re-checked against the payer's own turnaround commitment rather than left in a pending queue.
AI AGENT
Exception routed
Multi-factor authentication, a pended clinical review, a denial or a peer-to-peer transfers to a Wing healthcare specialist with the full case context attached.
SPECIALIST
Determination captured
The outcome, reference number and any conditions are recorded against the case.
AI AGENT
System of record updated
The determination is written back to the EHR or practice management system, and the scheduling action it triggers is completed.
AI AGENT
COMPLETION
Automation should not create another exception queue.
Most healthcare automation performs well until it meets something it cannot finish, then returns the work to your staff. That handback is where the promised savings go. Central has a trained healthcare delivery network behind the software, so the exception is absorbed rather than returned.
AI AGENT
SYSTEMS
One operating layer across a fragmented stack.
Healthcare administration does not live in one system. It spans the EHR, practice management, payer portals, clearinghouses, fax, phone and patient communication. Central works across that estate rather than requiring it to be consolidated first.
WHERE AVAILABLE
API and direct integration
Where a system offers a supported interface and it is the right route for the workflow, we use it.
WHERE APPROPRIATE
Workflow automation
Many payer portals lack usable interfaces. Central works through the application like your staff.
WHERE REQUIRED
Human execution
Some steps should not be automated at all. Those are pertormed by a specialist, and the workflow continues afterwards.
Systems our teams work in today
We automate the workflow, not only the API. Adding a new payer portal or practice system is a configuration exercise for our team rather than an integration programme for yours.
SYSTEMS
One operating layer across a fragmented stack.
Healthcare administration does not live in one system. It spans the EHR, practice management, payer portals, clearinghouses, fax, phone and patient communication. Central works across that estate rather than requiring it to be consolidated first.
Centralized configuration, local rules
Workflows are defined once and then varied by site, payer and specialty where the work genuinely differs.
Mixed EHR estates
Different systems at different sites do not need consolidating before the back office can be centralized.
Portfolio visibility
Consistent measurement across locations, with site-level attribution, rather than each practice counting differently.
Institutional knowledge, captured
Payer quirks and employee-specific steps become documented workflows the organization owns.
PROOF
An operating capability, not a pilot.
Provida Family Medicine
Needed clinic operations streamlined.
faster admin ops
fewer billing errors
faster claims
companies served by Wing
trained specialists in the delivery network
across 200+ verified reviews
4.8/5
typical time to go live on a first workflow
48 hrs
SPECIALTY EXPERTISE
Configured to your specialties, payers and sites.
The operating model is consistent. The work is not. A rheumatology step-therapy appeal, a paediatric school form and an orthopedic imaging authorization are different workflows, and Central is configured accordingly at each site.
WHO YOU'RE TALKING TO
Tell us the work you cannot keep staffed.
Twenty minutes, no deck. Name it and we will work one in front of you, live, on a test account.
