Question 1

How does Tile Health automate APCM billing compared to ChartSpan?

Accepted Answer

Tile Health uses AI to automatically track every second of patient interaction and care coordination, syncing billing logs directly to your EHR. ChartSpan relies on human care coordinators to manually log their time, which can lead to inconsistencies or missed billable minutes during high-volume periods.

Question 2

What are the cost differences per patient between these two models?

Accepted Answer

Tile Health’s AI model typically costs 40-60% less per patient than ChartSpan. Because ChartSpan employs human staff to manage calls, their overhead is significantly higher, which is passed on to the practice through higher service fees or lower revenue-share percentages.

Question 3

How is time tracking handled for APCM billing compliance?

Accepted Answer

Tile Health provides digital, timestamped logs for every AI interaction, ensuring 100% audit-ready documentation. ChartSpan uses manual entry by staff; while compliant, it is subject to human error and requires more internal auditing by the practice to ensure accuracy.

Question 4

Can AI ensure higher billing accuracy than human coordinators?

Accepted Answer

Yes, AI eliminates the 'rounding' errors common in human manual logging. Tile Health captures precise interaction data, ensuring that every minute spent on care coordination is accounted for, whereas human teams often miss small check-ins that aggregate into billable time.

Question 5

How does Tile Health handle patient consent for APCM?

Accepted Answer

Tile Health utilizes automated, HIPAA-compliant voice and SMS workflows to explain the program and capture verbal or digital consent. ChartSpan uses human callers to dial patients, which can be more personal but is often slower and limited by the staff's working hours.

Question 6

Is ChartSpan’s human enrollment faster than AI?

Accepted Answer

No, AI is significantly faster. Tile Health can reach out to an entire patient population simultaneously, whereas ChartSpan’s human team is limited by call capacity and shift schedules, often taking weeks to complete an enrollment drive that AI finishes in days.

Question 7

What is the patient experience during the AI enrollment process?

Accepted Answer

Patients interact with a natural-sounding AI that answers questions about APCM benefits instantly. Unlike human callers who may put patients on hold or provide inconsistent info, Tile Health ensures every patient receives the same high-quality, accurate explanation of the program.

Question 8

How do both platforms handle high-volume enrollment periods?

Accepted Answer

Tile Health scales instantly with no degradation in quality. ChartSpan requires hiring or reallocating more human staff to handle surges, which can lead to delays in onboarding and slower revenue realization for the medical practice.

Question 9

How do Tile Health and ChartSpan meet HIPAA requirements?

Accepted Answer

Both companies sign Business Associate Agreements (BAAs) and use encrypted data transmission. Tile Health adds an extra layer of security by using SOC2-compliant AI infrastructure that minimizes human access to sensitive PHI, reducing the risk of internal data breaches.

Question 10

What documentation is provided for APCM audits?

Accepted Answer

Tile Health provides comprehensive, machine-generated reports including call transcripts, time logs, and care plan updates. ChartSpan provides human-written notes, which vary in detail depending on the individual coordinator's performance and training level.

Question 11

How does EHR integration work for billing data?

Accepted Answer

Tile Health features deep API integrations that push billing codes and care notes directly into the EHR in real-time. ChartSpan often requires a mix of automated exports and manual data entry by their team or yours, which can create lag times in billing cycles.

Question 12

Are AI-generated care notes acceptable for CMS audits?

Accepted Answer

Yes, as long as they accurately reflect the care provided and are reviewed by the clinician. Tile Health’s AI notes are structured to meet CMS APCM requirements specifically, often providing more granular detail than standard human-written summaries.

Question 13

Can Tile Health scale faster than ChartSpan’s human team?

Accepted Answer

Absolutely. Scaling with Tile Health requires zero additional headcount. To scale with ChartSpan, the company must recruit, hire, and train new care coordinators, which can take months and introduce variability in the quality of patient care.

Question 14

What happens to billing if patient volume doubles overnight?

Accepted Answer

Tile Health handles the surge instantly with no change in workflow. With ChartSpan, a sudden doubling of volume would likely lead to missed calls and uncaptured billable minutes until they could staff up to meet the new demand.

Question 15

How does consistency in care coordination affect long-term revenue?

Accepted Answer

Consistency is key to patient retention. Tile Health’s AI never has a 'bad day' or forgets a follow-up, leading to higher patient satisfaction and lower churn compared to human models where staff turnover can disrupt patient relationships.

Question 16

Which model offers better contract flexibility?

Accepted Answer

Tile Health typically offers more flexible, month-to-month or performance-based contracts because they don't have the fixed labor costs of ChartSpan. ChartSpan often requires longer commitments to recoup the costs of staffing their human call centers.

APCM Billing & Enrollment: Tile Health vs ChartSpan FAQ

Billing and Revenue Capture

Enrollment and Onboarding

Compliance and Integration

Scalability and Outcomes

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