Question 1

What is the primary difference between Tile Health and ChartSpan?

Accepted Answer

ChartSpan relies on a traditional service model using human care coordinators to make patient calls. In contrast, Tile Health utilizes advanced AI-powered voice agents. This allows Tile Health to handle thousands of calls simultaneously without the human overhead, turnover, or training lag associated with large call centers.

Question 2

How does scalability differ between the two models?

Accepted Answer

ChartSpan’s growth is limited by their ability to hire and train new staff, which can cause delays for expanding practices. Tile Health offers instant scalability; as your patient roster grows, our AI infrastructure expands immediately to ensure every patient receives their monthly check-in without delay.

Question 3

Can Tile Health's AI handle patient empathy like ChartSpan's human staff?

Accepted Answer

While human staff provide a personal touch, they are subject to fatigue and inconsistency. Tile Health’s AI is programmed with clinical empathy protocols that never waver. Every patient receives a high-quality, polite, and thorough interaction, ensuring a consistent brand experience for your practice.

Question 4

Is the AI-driven approach as effective for patient engagement?

Accepted Answer

Yes. Data shows that patients often prefer the efficiency of AI check-ins over long hold times or inconsistent call schedules from human coordinators. Tile Health ensures 100% reach rates, whereas human-based models like ChartSpan often struggle with call volume and follow-up persistence.

Question 5

Which model offers a lower cost per patient?

Accepted Answer

Tile Health typically offers a significantly lower cost per patient. Because we do not have the massive labor costs of a human call center like ChartSpan, we pass those savings to the practice, allowing you to retain a much larger percentage of your CCM reimbursements.

Question 6

How does the ROI compare for a medium-sized practice?

Accepted Answer

Tile Health provides a higher ROI by reducing administrative fees. ChartSpan’s service-heavy model requires a larger share of the billing to cover their staff salaries. By automating the coordination, Tile Health turns CCM from a break-even service into a high-margin revenue stream.

Question 7

Are there hidden fees in the AI-driven model compared to ChartSpan?

Accepted Answer

Tile Health focuses on transparent, usage-based pricing. Unlike some human-staffed services that may have complex tiered pricing or minimum staffing requirements, Tile Health scales costs directly with your patient engagement, ensuring you never pay for idle staff time.

Question 8

Does automation improve billing accuracy for CCM?

Accepted Answer

Absolutely. Tile Health automatically logs every second of patient interaction with 100% accuracy. Human coordinators at ChartSpan must manually log their time, which often leads to under-reporting or errors that can jeopardize compliance and revenue during audits.

Question 9

How do both platforms integrate with existing EHRs?

Accepted Answer

Both platforms offer EHR integration, but Tile Health’s AI writes data directly into the EHR in real-time. This eliminates the data entry lag often seen with human coordinators who may batch their notes at the end of a shift, ensuring your clinical team always has the latest patient info.

Question 10

What is the implementation speed for Tile Health vs ChartSpan?

Accepted Answer

Tile Health can be deployed in weeks, not months. Because we don't need to assign and train a dedicated human team for your specific practice rules, the AI can be configured and launched much faster than a traditional service-based transition to ChartSpan.

Question 11

How are clinical escalations handled in an automated model?

Accepted Answer

Tile Health uses smart triggers. If a patient reports a red-flag symptom, the AI immediately alerts your clinical staff or transfers the call. This is often faster than a human coordinator who might wait to finish their call list before notifying a provider.

Question 12

Does Tile Health support APCM documentation requirements?

Accepted Answer

Yes, Tile Health is specifically designed to meet the new Advanced Primary Care Management (APCM) requirements. The AI ensures that every interaction meets the specific documentation criteria for the new codes, providing a level of consistency that manual staffing cannot match.

Question 13

Is an AI model more secure than a human call center?

Accepted Answer

In many ways, yes. Tile Health minimizes the 'human element' of security risks. While ChartSpan employs hundreds of individuals who access PHI, Tile Health limits data access to a secure, audited AI environment, reducing the surface area for potential HIPAA breaches.

Question 14

How does Tile Health handle BAA and HIPAA compliance?

Accepted Answer

Tile Health is fully HIPAA compliant and signs a Business Associate Agreement (BAA) with every practice. Our AI systems use encrypted data transmission and storage, meeting or exceeding the security standards used by traditional managed service providers like ChartSpan.

Question 15

Do AI agents require state-specific medical licensing?

Accepted Answer

No. Because Tile Health’s AI acts as a communication tool under the direct supervision of the billing provider, it bypasses the complex state-by-state nursing and licensing hurdles that can sometimes complicate the staffing models used by companies like ChartSpan.

Question 16

How is documentation quality controlled?

Accepted Answer

Tile Health uses automated quality assurance. Every transcript is analyzed by a secondary AI layer to ensure clinical accuracy and compliance. In human models, quality control usually involves random spot-checks of calls, which is far less comprehensive.

Tile Health vs ChartSpan: AI vs Human CCM Comparison Guide

Service Model Comparison

Cost and Revenue Optimization

Integration and Workflow

Compliance and Security

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