Question 1

What does onboarding with Serenify look like?

Accepted Answer

We start with a short discovery call, sign a business associate agreement, and get user access to your EHR and clearinghouse. We then review your current A/R, denials and fee schedules before taking over day-to-day work, so nothing is dropped during the handover.

Question 2

Do we have to switch EHR or practice management software?

Accepted Answer

No. We work inside the system you already use, with our own user accounts. Your staff keeps the tools they know, and you keep full ownership of your data.

Question 3

Can we outsource only part of our billing?

Accepted Answer

Yes. Some practices hand us the full revenue cycle, others only credentialing, old A/R or denial management. We’ll recommend what makes sense after looking at where revenue is getting stuck.

Question 4

Do you offer virtual medical assistants and scribes?

Accepted Answer

Yes. Virtual medical assistants handle scheduling, calls, intake and inbox work, and virtual medical scribes document visits in your EHR for your providers to review and sign. Both work remotely inside your existing systems under the same BAA.

Question 5

What size practices do you work with?

Accepted Answer

Solo providers, multi-location groups and everything in between. The process scales; what changes is the size of the team assigned to your account.

Question 6

Who will we talk to day to day?

Accepted Answer

You get a dedicated point of contact familiar with your practice’s workflows, backed by coders and A/R specialists who work your specialty. You won’t be passed around a general support queue.

Question 7

How will we know what’s happening with our claims?

Accepted Answer

You can see our work in your own system at any time. On top of that, we send a regular report covering collections, denials and A/R, and walk through it with you on a call.

Question 8

What do you need from our front desk and providers?

Accepted Answer

Accurate demographics and insurance at check-in, and timely, complete documentation. When we see patterns that cause rework, we share specific, practical feedback rather than generic reminders.

Question 9

How do you protect patient information?

Accepted Answer

We sign a business associate agreement before accessing any data, use individual user accounts with the minimum access needed, and follow HIPAA-compliant workflows for handling and storing information. See our HIPAA statement for details.

Question 10

Are you HIPAA compliant?

Accepted Answer

Yes. We work as your business associate, sign a BAA before handling any PHI and follow HIPAA-compliant workflows across billing, virtual assistant and scribe services. HIPAA has no official government certification, so be cautious of any vendor that claims to be “HIPAA certified.”

Question 11

Can I send you patient details through the website?

Accepted Answer

Please don’t. Our website forms are for business contact details only. Once we’re working together, we’ll set up a secure way to share anything that includes patient information.

Question 12

How much does Serenify cost?

Accepted Answer

Pricing depends on your specialty, claim volume and which services you need. After a consultation you’ll receive a written proposal outlining scope, pricing and any applicable setup fees before work begins.

Question 13

Is the free revenue audit really free?

Accepted Answer

Yes. We review a recent aging report and a sample of denials (with patient identifiers removed), then walk you through what we found, usually within a few business days. There’s no obligation to sign up afterwards. The audit is an assessment, not a promise of specific savings or recoveries.

Frequently asked questions

Getting started

Working together

Security and compliance

Pricing

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