Workflow GuideTile Health vs ChartSpan

Tile Health vs ChartSpan: Chronic Care Monthly Check-In Workflow

Compare Tile Health's AI vs ChartSpan's human care model for CCM monthly check-ins. Learn which workflow optimizes cost, scalability, and patient outcomes.

Optimizing Chronic Care Management (CCM) monthly check-ins is critical for practice profitability and patient health. While ChartSpan utilizes a traditional model of human care coordinators, Tile Health leverages AI-powered automation. This guide breaks down the workflow differences between these two approaches, highlighting how AI can reduce overhead while maintaining high-touch patient engage...

The Challenge

Practices using human-led CCM models like ChartSpan often face high per-patient costs, staffing turnover, and inconsistent call quality. These manual workflows make it difficult to scale programs to thousands of patients without a linear increase in administrative burden and potential for documen...

Step-by-Step Workflow

1

Patient Outreach and Initial Contact

ChartSpan coordinators manually call patients based on a queue, often resulting in high 'no-answer' rates. Tile Health's AI initiates outreach via preferred patient channels, using natural language processing to engage in immediate, human-like dialogue without the scheduling delays of a call center.

Best Practices
  • Choose AI for 24/7 outreach flexibility
  • Ensure your contact list is updated in the EHR
Common Pitfalls
  • Relying on human staff for repetitive initial outreach
  • Ignoring patient time-zone preferences
2

Symptom Review and Health Assessment

During the check-in, ChartSpan staff follow a script to gather health updates. Tile Health’s AI dynamically adjusts questions based on the patient's specific chronic conditions, capturing structured data that is more consistent than manual notes across different human agents.

Best Practices
  • Standardize your assessment questions for better data
  • Utilize AI for dynamic branching logic
Common Pitfalls
  • Allowing human bias to influence symptom recording
  • Failing to capture discrete data points for reporting
3

Clinical Escalation and Red Flag Detection

Both models identify urgent issues, but Tile Health uses real-time sentiment and keyword analysis to instantly flag high-risk responses to clinical staff. ChartSpan relies on the coordinator's judgment to escalate to a nurse or provider, which can introduce delays.

Best Practices
  • Define clear 'red flag' parameters for the AI
  • Ensure the escalation path leads directly to your triage nurse
Common Pitfalls
  • Assuming all human coordinators have equal triage skills
  • Delayed escalation due to call center shift changes
4

Documentation and Care Plan Updates

ChartSpan coordinators manually update care plans, which can take 5-10 minutes per patient. Tile Health automatically generates structured summaries and updates the EHR via secure integration, ensuring that the 20-minute CCM requirement is accurately logged and verifiable.

Best Practices
  • Audit documentation for APCM requirement compliance
  • Use AI to auto-populate care plan templates
Common Pitfalls
  • Under-reporting time spent on non-call coordination
  • Manual entry errors in the patient's permanent record
5

Medication Reconciliation and Adherence

The monthly check-in must verify medication adherence. Tile Health’s AI cross-references the patient's current list in the EHR, whereas ChartSpan staff must manually read through lists, often leading to missed discrepancies or longer call times that frustrate patients.

Best Practices
  • Sync pharmacy data before the monthly call
  • Automate medication reminders through the AI interface
Common Pitfalls
  • Overlooking minor medication changes between visits
  • Relying on patient memory without EHR verification
6

Billing Preparation and Reporting

Tile Health provides a dashboard showing real-time billing eligibility for CPT 99490. ChartSpan typically provides monthly reports that may require manual reconciliation by the practice's billing team to ensure all human-led minutes are accounted for and compliant.

Best Practices
  • Review billing logs weekly to catch missing minutes
  • Compare the cost-per-minute of AI vs human labor
Common Pitfalls
  • Submitting claims without verified time logs
  • Failing to account for the overhead of managing a human vendor

Expected Outcomes

1

Significant reduction in per-patient coordination costs

2

Increased patient reach and program scalability without adding staff

3

Improved documentation accuracy and audit readiness

4

Higher patient satisfaction through consistent, on-time check-ins

5

Real-time visibility into CCM billing and compliance metrics

Frequently Asked Questions

Tile Health typically offers a significantly lower cost per patient because it replaces expensive human labor with AI automation. ChartSpan's model requires paying for the salaries and overhead of human coordinators, which is reflected in their higher service fees.

Yes, AI provides consistency that human models lack. Tile Health’s AI is trained on clinical protocols and doesn't suffer from fatigue or variance in training, ensuring every patient receives a high-quality, standardized check-in every month.

Yes, Tile Health is designed for deep EHR integration, automating the documentation of CCM minutes and care plan updates directly into your existing system, often with less manual intervention than human-led services require.

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Tile Health vs ChartSpan: Chronic Care Monthly Check-In Workflow | Tile Health