Route claim-status questions to the right answer, instantly.
Patients and practices call to ask whether a claim is pending, denied, or paid. Chatref routes those questions to the right answer from your content – and hands genuine disputes to your team with the full story already in view.
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Why it matters
The problem this solves.
The challenge
Claim-status calls are high volume, low complexity – but they still consume AR team time.
What it costs
Every routine status check is a specialist pulled from denial work that actually moves money.
The Chatref way
Chatref answers routine claim-status questions from your guides and routes disputes to the right person.
The Chatref solution
How Chatref routes claim-status inquiries.
A patient or practice staff member asks about a pending or denied claim. Chatref answers from your denial-code guides and payer FAQs – explaining what the status means and what the next step is. If the case needs a certified coder or AR specialist, it escalates mid-thread with
Real questions
What Chatref answers here.
Why is my claim still showing as pending?
What does denial code CO-97 mean?
How do I re-submit a denied claim?
How long does a claim take to process?
Who handles claim disputes for my practice?
How do I check if my claim was paid?
Loved by support teams
Billing teams routing claim questions without routing phone calls.
How billing companies use Chatref to answer routine claim-status inquiries before they reach the AR team.
Claim-status calls used to hit the AR team a dozen times a day. Now Chatref explains the status from our denial guides and only sends the real disputes to a specialist – with the full conversation already waiting in the inbox.
Patients understand what a denial code means without calling us. The ones who do escalate arrive with their question already half-answered.
We trained it on our payer-specific denial guides and it now handles the top inquiry types that used to bottleneck our billing specialists.
of routine claim-status inquiries resolved without reaching a specialist
Claim-status routing used to require a live person. Now it is self-serve for most cases and our specialists focus on the appeals that actually need expertise.
Can the chatbot access live claim data from a billing system?
Chatref answers from your knowledge base by default. To return live claim status, connect your billing system via a custom action and the widget can surface real-time data in the conversation.
How does the bot decide when to escalate a claim dispute to a human?
When a question falls outside your knowledge base or the visitor indicates they want to dispute a decision, the widget escalates to the shared inbox with the full conversation already visible to your
Which denial codes can it explain?
Any denial code covered in your guides. Train it on your denial-code library and payer-specific FAQs, and it will explain each code in plain language and suggest the documented next step.
Can it route questions by payer or practice client?
Yes. Use custom actions to route payer-specific or client-specific claim questions to the right account manager or AR specialist based on the details collected in chat.
Does it work for both patient and practice staff inquiries?
Yes. Train separate instances – or a single instance with distinct flows – for your patient portal and your practice-staff support channel.
Route claim questions to answers, not voicemail.
Point Chatref at your denial-code guides and payer FAQs, embed it on your portal, and let it handle routine status inquiries while your AR team focuses on appeals – free to start.
Part of Chatref for Medical Billing Services · Healthcare hub · pricing.