đ§ Stratus Help Guide
đ Getting Started
Accessing your account
Just log in with your email and password. If you would like to add more emails or accounts, just reach out and we can them on our end
đ„ How to Submit a Verification Request
Click Breakdown
There are two forms of breakdowns in Stratus:
Basic Eligibility button:
This does a very basic breakdown, providing basic information such as coverage, eligibility, and max remaining benefits. Every basic breakdown starts with a real-time eligibility check with the insurance company. For companies where we have portal automation set up, we then also look the patient up in that company's portal to fill in more detail. Because the eligibility check always runs, coverage is not limited to companies whose portals we can reach. Around 85% of basic breakdowns come back complete, up from roughly 75% earlier this year.Full Breakdown button:
This does a full custom insurance breakdown with the customized form that was set up during onboarding. Select the insurance and the doctor's NPI, then press submit. The insurance needs a policy or member number on file â without one the submit button stays greyed out. If the patient has no upcoming appointment, you'll also be asked for a date.
Your request goes into our queue, where we pull everything we can automatically â a real-time eligibility check, the insurance company's portal, and an automated call to request a fax back where the company supports it. Our voice agents then call the insurance company for anything still missing, and our team reviews the finished breakdown for quality whenever it's needed.
You can check the progress on the full breakdown on the Breakdowns page. If you use Open Dental, completed breakdowns â both basic and full â are also filed as a PDF into the patient's Image Center. This is on by default; if PDFs aren't appearing there, message us and we'll check the document settings on your account.
đ Understanding Your Results
Basic vs. Full breakdowns
You can view the basic or the full breakdown on the Breakdowns page.
When it says complete, you will see:
A half circle for a basic breakdown
A full circle for the full custom insurance breakdown
You can also click the form icon to view the breakdown.
You are then able to download the breakdown, or flag it for inaccuracies if there is something wrong with the form.
đł Billing & Usage
What counts as a breakdown
Every month you are allotted a set amount of full custom breakdowns and have unlimited access to the basic button/breakdowns.
Feel free to use your whole allotment, and even after the allotment it is a dollar or two extra per breakdown.
So if you have 50 breakdowns for $399/month, then it is $8 per breakdown, and $9 per breakdown after the allotment.
Usage tracking
To see how many breakdowns you've used against this period's allotment, go to the Billing page. You can also click Download Period Report there to get a spreadsheet of every breakdown counted in that billing period. The Metrics page â the graph icon â is a different thing: it shows your verification trends over the last week, month or year.
When does my monthly breakdown allotment reset?
Your included breakdowns reset when your billing period rolls over, which is your own billing date â not the 1st of the calendar month. Go to the Billing page to see your current billing period: the second date shown is when your count resets. Breakdowns you submit before that date count against the period you're in now.
Unlimited basic eligibility checks
Use as many of these as you want. Most come back within a few minutes â checks that go through the insurance company's web portal take a bit longer than the rest.
Around 85% come back complete. They return things such as:
Eligibility
Max remaining benefits
Basic coverage
â Common Questions
How long does a full breakdown take?
24-48 hours on Average.
Whatâs included in a basic breakdown?
Basic coverage, eligibility, and max remaining benefits.
How do I request a change to my form?
You can change your form yourself in the Form Builder, from the menu on the left â add or remove sections and procedure codes, up to 50 codes per form. If you'd rather we did it, visit the Help tab or message us here.
How fast is a priority breakdown?
Our AI calls these first and they can take from 4â6 Business hours depending on the volume of full breakdowns that day.
A priority breakdown counts as 2 full breakdowns on your allotment.
Are we charged for an Action Required breakdown?
An Action Required breakdown counts against your allotment, but resubmitting it after you fix the issue is free â you're never charged twice. Action Required means we need something corrected before we can run the breakdown â usually a detail on the patient's insurance. Correct the information and resubmit.
What if the AI canât get all the information?
Sometimes the AI canât get all the information, and we have a human oversight team that will take over and fill out the rest of the breakdown.
What if we get an inaccuracy on our breakdown?
Sometimes the insurance company gives us the wrong information. On the Breakdowns page, hover over the row and a flag icon appears next to the view and download icons. Click the flag, enter the correct value and submit. You can also open the breakdown and click the incorrect value itself. Report one field per submission.
Where can I view my billing information?
We send invoices every month to the email that was originally signed up with the account. You can also see your usage on the Billing tab in Stratus, which shows your breakdowns used and remaining for the current billing period, your billing period dates, your accountâs rate for breakdowns beyond your allotment, and a Download Period Report button for the usage detail behind your bill. Your invoices, receipts and the card on file are not shown there â reach out to our team and we can get that information for your team.
Do we have a live representative 24/7?
Weâre a growing company and currently do not offer 24/7 live support. Our team is available Monday through Friday, 8 AM to 5 PM Mountain Time. Outside of those hours and on weekends, feel free to leave a message â weâll get back to you as soon as possible!
Is the basic preview showing In Network Benefits or Out of Network Benefits?
By default, the breakdown displays In-Network benefits. On a basic eligibility check you can switch between In Network and Out of Network with the toggle at the top of the breakdown. If the insurance company didn't return out-of-network benefits, those sections come up blank. A full breakdown is different: we verify it for the correct payer tier and network status of the NPI you submitted, so the benefits you're looking at already apply to that provider.