Performance targets
100%Billing completion
95%+Clean claim rate
<45 daysAR days outstanding
24 hrsZendesk first response
24 hrsAsana task updates
100%Payments applied weekly
Escalation routing
Billing Manager (Slack)All biller escalations — first stop
Manager of TestingEDI errors · ERA issues · broken billing · system failures
AxisCare SupportPlatform bugs · software defects · AxisCare config issues
CSMAgency relationship at risk · client-facing communication needed
Medicaid Billing DirectorCompliance · unresolved disputes · financial risk · policy decisions