Question 1

How does Tile Health's AI differ from ChartSpan's human care coordinators?

Accepted Answer

Tile Health utilizes advanced AI to automate patient outreach and data collection, ensuring 24/7 availability and instant responses. ChartSpan relies on a traditional service model using human care coordinators to manually call and manage patients. While ChartSpan offers a human touch, Tile Health provides superior consistency and removes the risk of staffing shortages or human error.

Question 2

Can AI handle complex patient inquiries as well as ChartSpan's staff?

Accepted Answer

Yes, Tile Health's AI is specifically trained on clinical protocols to handle routine inquiries and data gathering. For complex clinical issues, the AI identifies the need for escalation and alerts your practice's clinical staff immediately. ChartSpan's human staff also follows scripts, but AI offers faster processing and more accurate documentation of the interaction.

Question 3

Is the patient experience consistent between AI and human models?

Accepted Answer

Tile Health ensures a perfectly consistent experience for every patient, every time, whereas human-staffed models like ChartSpan may experience variability based on the individual coordinator's performance or fatigue. Patients often prefer the immediate, reliable responses provided by AI over waiting for a callback from a human coordinator.

Question 4

How does Tile Health ensure the 'human touch' in an AI-driven model?

Accepted Answer

Tile Health uses natural language processing to create empathetic, conversational interactions. By automating the repetitive data collection and check-ins, it frees up your actual clinical staff to focus on high-value human interactions where they are most needed, rather than spending hours on the phone for routine CCM requirements.

Question 5

What is the cost-per-patient difference between Tile Health and ChartSpan?

Accepted Answer

Tile Health is significantly more cost-effective because it eliminates the high overhead of human labor. ChartSpan's model requires paying for the salaries and benefits of care coordinators, which is reflected in their higher per-patient fees. AI automation allows Tile Health to offer a lower price point, leaving more CCM revenue in the hands of the practice.

Question 6

How does Tile Health impact the net revenue from Medicare CCM?

Accepted Answer

By reducing the cost of service delivery through automation, Tile Health increases your net profit margin on CPT codes 99490 and 99439. While ChartSpan takes a larger percentage of the reimbursement to cover their staffing costs, Tile Health's efficient AI model ensures a higher percentage of Medicare revenue stays with your practice.

Question 7

Does ChartSpan's service model include hidden staffing overhead?

Accepted Answer

ChartSpan handles the staffing, but practices often face 'hidden' costs in terms of coordination and management of the third-party human team. Tile Health's AI is a software solution that requires minimal management, reducing the administrative burden on your practice managers compared to managing a relationship with an external call center.

Question 8

Which model offers better ROI for small to mid-sized practices?

Accepted Answer

Tile Health typically offers a faster and higher ROI for smaller practices because there are no minimum staffing requirements to scale. You pay for what you use, and the AI can handle 10 or 1,000 patients with the same efficiency. ChartSpan's human model often requires a certain scale to be financially viable for the vendor, which can limit flexibility.

Question 9

How fast can Tile Health scale compared to ChartSpan?

Accepted Answer

Tile Health can scale instantly. Because it is software-based, adding 500 new patients doesn't require hiring new staff. ChartSpan must recruit, hire, and train new care coordinators to handle increased patient volume, which can lead to delays in enrollment and slower revenue growth for your practice.

Question 10

Does Tile Health integrate with my current EHR system?

Accepted Answer

Yes, Tile Health is built for deep EHR integration, automatically syncing call logs, patient data, and time-stamped documentation. While ChartSpan also offers integration, the automated nature of Tile Health ensures that data is transferred in real-time without the delays associated with manual data entry by human coordinators.

Question 11

What is the implementation timeline for AI-driven CCM versus human-staffed?

Accepted Answer

Tile Health can often be deployed in weeks, as it primarily involves technical configuration. ChartSpan's implementation can take longer due to the need to assign and train a dedicated human team for your specific practice protocols and patient population.

Question 12

How does Tile Health handle sudden increases in patient enrollment?

Accepted Answer

The AI infrastructure is designed for elasticity. If your practice enrolls a large batch of patients following a marketing push, the AI handles the increased call volume seamlessly. A human-staffed model like ChartSpan would likely see a drop in service quality or increased wait times until additional staff are onboarded.

Question 13

How do Tile Health and ChartSpan handle APCM documentation?

Accepted Answer

Both companies prioritize compliance, but Tile Health's AI provides more granular, objective documentation. Every second of interaction is logged and categorized automatically, making it easier to prove the 20-minute clinical requirement. Human coordinators may occasionally fail to log time accurately or miss key documentation details.

Question 14

Are both platforms HIPAA compliant and BAA protected?

Accepted Answer

Yes, both Tile Health and ChartSpan are fully HIPAA compliant and will sign a Business Associate Agreement (BAA). Tile Health adds an extra layer of security by minimizing the number of human individuals who have access to sensitive patient PHI, reducing the risk of internal data breaches.

Question 15

How is the 20-minute clinical requirement tracked in an AI model?

Accepted Answer

Tile Health tracks the exact duration of every AI-patient interaction and the time spent by the system processing patient data. This data is compiled into a comprehensive report that satisfies Medicare's requirements for CCM billing, ensuring that every claim is backed by precise, auditable data.

Question 16

What happens during a Medicare audit with Tile Health vs ChartSpan?

Accepted Answer

In an audit, Tile Health provides clear, digital audit trails that are easy to export and review. ChartSpan relies on the notes and logs created by their human staff. While both are acceptable, the digital-first nature of AI documentation is often viewed as more reliable and less prone to 'padding' or inaccuracies.

Tile Health vs ChartSpan: Medicare Chronic Care Revenue FAQ

AI vs. Human Care Models

Cost and Revenue Optimization

Implementation and Scalability

Compliance and Documentation

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