User Guide

AI assists on your screens

Several screens can explain what they show, summarise a form, or suggest where to go next. Each one is labelled AI before you open it, is read-only, and is checked by a person before anyone acts on it.

Written for: Everyone who uses ArkCloud · Administrators

How every assist works

Field or control	What it means
Labelled first	Each panel shows an AI badge and what it produces (for example "AI draft - review before use") before it is opened.
Read-only	No assist writes a record, sends a message, submits a claim or posts money. You do that, as before.
Checked before you see it	Every number, amount, date and code in the AI's text must appear in the record it was given; quotes must match word for word; forecasts, scores and percentages the record does not contain are refused. When the text fails a check, the panel shows a rule-built summary instead and says so.
Only the deployment's own model	The AI runs on the deployment's local model. Before any record is read for the AI, ArkCloud checks that the model's endpoint may receive patient data; if not, the assist says it is unavailable and reads nothing.
Audited without text	Each use is recorded (which assist, model, prompt version, outcome). The question, the record and the AI's text are never written to the audit trail.
Limited per hour	Each assist has an hourly limit per person and per organisation so one screen cannot hold the shared model.
Honest when unavailable	If the AI is off, over its limit or not answering, the panel says so with the reason. The rest of the screen works as normal.

Why this claim is flagged

Field or control	What it means
Where	Insurance claim detail page, on a Pending claim or one the clearinghouse rejected.
What it does	Explains each claim-check finding in plain words and says where in ArkCloud it is fixed (registration, coverage, facility settings, charge lines).
What it never does	Suggests a diagnosis or procedure code, modifier or amount; changes the claim; submits it. It sees which values are missing or malformed, not the patient's details.
Who reviews it	The billing specialist, against the claim, before correcting it.
When it runs	With the page. Claims with no findings do not call the AI.

What this eligibility response means

Field or control	What it means
Where	Access > Eligibility (after a check) and RCM > Insurance > Eligibility (check result).
What it does	Reads the payer's answer for check-in: whether coverage is active for the date of service, copay, deductible, coinsurance and out-of-pocket figures as the payer sent them, network, and whether an authorization is needed. A simulated answer (no payer was asked) is not sent to the AI; the panel shows the rule-built summary, which says it is simulated.
What it never does	Promises payment, decides whether the visit goes ahead, or states a figure the payer did not send. It does not see the member ID, group number or the patient's name.
Who reviews it	Front-desk staff, against the figures on screen, before telling the patient.
When it runs	With the result.

Summary of a submitted form

Field or control	What it means
Where	Rehab > Forms (a returned form) and Access > Intake forms (an opened response).
What it does	Lists what the patient reported, each point ending with the patient's own words in quotation marks. Every quote is checked word for word against the answers.
What it never does	Diagnoses, grades severity, recommends treatment or adds anything the patient did not write. Name, birth date, address, phone, email and insurance numbers are left out before the AI sees the form.
Who reviews it	The clinician, who still has the full answers directly below.
When it runs	With the form.

What this posting exception means

Field or control	What it means
Where	RCM > Insurance > ERA, in the Resolve exception dialog.
What it does	Explains the exception type and what the payer reported: claim status, totals, and each adjustment group and reason code with the description from the code table.
What it never does	Chooses the resolution, posts or writes off money, or describes a remark code the code table does not describe. The patient control number and patient details are removed first.
Who reviews it	The billing specialist resolving the exception.
When it runs	With the dialog.

Where to start in this queue

Field or control	What it means
Where	RCM > Queues > a queue.
What it does	Briefs the collector on the first ten accounts in the queue's existing order (manual priority, then balance): follow-ups scheduled, no contact recorded, older aging, plan or dispute status. Accounts are named #1, #2 and so on, with a list linking each to its account.
What it never does	Reorders the queue, scores or rates accounts, or says who is likely to pay. It does not see names, phone numbers, emails or account numbers.
Who reviews it	The collector, who works from the queue itself.
When it runs	When you press Brief me.

Audit-log activity summary

Field or control	What it means
Where	Audit log (supervisors and administrators).
What it does	Summarises the last day, 7 days or 30 days by event type and how each count changed from the window before.
What it never does	Calls anything suspicious, an anomaly or an attack, judges intent, or names people. It sees event type counts only.
Who reviews it	A supervisor, who checks anything of interest in the log itself.
When it runs	When you press Summarise.

Credentials needing attention

Field or control	What it means
Where	Workforce > Credentials.
What it does	Lists expired and soon-to-expire licences and certifications, soonest first, and how many of that person's scheduled shifts in the next 30 days fall on or after the expiry. The shift check is done by ArkCloud, not the AI.
What it never does	Decides staffing: it does not say who should be taken off a shift, reassigned or replaced. Credential numbers are not used.
Who reviews it	A workforce manager.
When it runs	When you press Brief me.

What these care gaps mean

Field or control	What it means
Where	Care > Care gaps, when there are open gaps.
What it does	For each published gap rule with open gaps: what the rule checks, how many gaps are open, and what recorded work in Care closes one.
What it never does	Uses patient data (it sees rule definitions and counts only), gives clinical advice, changes a rule or closes a gap.
Who reviews it	Care coordinators, who work each gap on the board.
When it runs	When you press Explain.

What these figures say (client portal)

Field or control	What it means
Where	Client portal > Reports, in a report preview.
What it does	Reads the report's headline figures and its notes in plain words for the period chosen.
What it never does	Uses account rows, compares with other organisations or industry figures, or says what will happen next.
Who reviews it	The client organisation's user, against the report shown.
When it runs	When you press Explain.

Where do you want to go?

Field or control	What it means
Where	RCM > Search and the product launcher (staff).
What it does	Turns a request such as "accounts in collection over 90 days" into one screen and its filters, chosen from a fixed list of screens whose filters can be set from a link. You see the screen and filters before you open it.
What it never does	Answers from your data, opens anything by itself, or sets a filter value that is not on that screen's own list. A search term must be words you typed.
Who reviews it	You: nothing happens until you press Open.
When it runs	When you press Find.

Setup wizard: about this step, and fill-in from your records

Field or control	What it means
Where	Onboarding (administrators).
What it does	The AI guide says what the current step sets up, what to have ready and which required steps remain. Separately, without AI, the organisation step offers to fill its empty fields from your organisation name and first facility (address, phone, website, NPI, tax ID).
What it never does	Asks for passwords, keys or other secrets, or saves anything: nothing is saved until you press Continue.
Who reviews it	The administrator completing setup.
When it runs	The guide opens with each step; the fill-in appears when there is something to fill.

New leads at a glance (platform operators)

Field or control	What it means
Where	Back office > Leads.
What it does	Briefs an operator on new enquiries: company, role, product, source and the gist of each message with a word-for-word quote.
What it never does	Changes a lead's status, contacts anyone or rates leads. It does not see names, emails or phone numbers.
Who reviews it	The operator, who reads each enquiry before replying.
When it runs	When you press Brief me.

Explain my bill (patient portal)

Field or control	What it means
Where	Patient portal > Charges. On the hosted service it is on (PORTAL_STATEMENT_AI=enabled); a practice can switch it off with the organisation's AI assistant switch, and then the panel does not appear.
What it does	Explains to the patient how their charges became the amount they owe now - what insurance paid, what was adjusted off, what they paid and what is still with insurance - from their own statement lines. Every amount is checked against those lines; medical wording that is not in the patient's own line descriptions is refused. A fixed closing, added by the software, tells the patient it is not medical advice and to contact their provider about their care. It is limited to a small number of explanations per portal account per hour.
What it never does	Takes a typed question, explains a service medically, gives medical advice, or says what insurance will pay in future. A free-text billing question box was not built: there is no published billing FAQ to ground answers in, and a question box on a patient screen invites clinical questions.
Who reviews it	The patient reads it beside the statement table, which is the record. Staff answer billing questions through Messages & help.
When it runs	When the patient presses Explain.