C
Customer
Acme RCM @ 12:04 PM
I'm having trouble getting benefits for medical nutrition therapy. What STCs should I test?
Jamie
Stedi @ 12:05 PM:
Yes. That’s right.
code = Gmeans this is the out-of-pocket maximum.timeQualifierCode = 29means Remaining
So the patient has $3,543.13 left to spend before they hit their out-of-pocket limit.
Every Stedi customer gets a dedicated Slack or Microsoft Teams channel.
Our average response time is under 10 minutes.
"We started submitting claims within hours of our first call, and the team consistently answers questions in minutes. I can't recommend Stedi enough."
— Jack McGrady
VP of Product at Lumary
"Stedi didn't just give us better APIs. They gave us the support to scale, automate, and build a better product."
— Nolan Chase
Co-founder of Berry Street
Don’t let clearinghouse support be a bottleneck for your business.
Check out Stedi’s support for yourself.
Q:
Why is support important for a healthcare clearinghouse?
A:
Providers use clearinghouses to verify insurance, submit claims, and track claim payments. When a transaction fails, payments get delayed or lost.
Most transaction failures trace back to the payer, but it can be difficult to tell what the root cause is. Because a healthcare clearinghouse deals with many providers and payers, they may have seen your problem before.
That makes your clearinghouse's support a direct factor in how long your production system stays broken.
Q:
Why do most healthcare clearinghouses have bad support?
A:
At most companies – including most healthcare clearinghouses – support is seen as a cost center.
Most support systems are optimized to reduce costs, not help customers. Standard support metrics like closed ticket counts and response times measure activity, not outcomes.
They don't answer the question that actually matters: was the customer's problem actually solved?
The result is agents are trained and incentivized to close tickets quickly with workarounds rather than fix root causes.
Q:
How is Stedi support different from other healthcare clearinghouses?
A:
Most clearinghouses focus on deflecting or closing customer issues as quickly as possible. Stedi does the opposite:
Root causes, not workarounds
We don’t just resolve the ticket. We fix the underlying problem. Our aim is that you never hit the same problem twice.
Dedicated support channels
Every Stedi customer gets a dedicated Slack or Microsoft Teams channel for real-time support.
Responses in under 10 minutes
Our average support response time is under 10 minutes.
No bots
We don't use chatbots or auto-replies. Every response comes from a real person who cares about solving your problem.
No support tiers
Every customer gets the same support experience, regardless of size or spend.
For more about our support philosophy, read Do support that doesn’t scale.
Q:
What is Stedi's average support response time?
A:
Stedi's average support response time is under 10 minutes.
Q:
Do I have to use Slack to contact Stedi support?
A:
No. Stedi also offers support over Microsoft Teams, email, and our contact page.
Q:
Who answers support questions at Stedi?
A:
Stedi has a dedicated team of customer support engineers. They answer most customer questions.
At Stedi, support is everyone's job. Any Stedi employee can also answer questions in customer channels, including the engineers and product managers who built the product.
Q:
Can Stedi help with payer-specific issues?
A:
Yes, you can ask us anything. Stedi can often help you resolve payer-specific issues faster than contacting the payer directly.
Because we work with several partners, we may have already seen or know a workaround for payer-specific issues you encounter.
Q:
Does Stedi track CSATs, SLAs, and other support metrics?
A:
No. While easy to measure, these metrics incentivize the wrong behaviors – closing tickets quickly rather than actually solving problems.
Stedi focuses on solving customer problems and eliminating their root causes.
