Frequently asked questions

Drawbridge is MOATiT's AI technology for healthcare practices. It reads incoming faxes and lab results and files them to the right patient's chart, and its phone assistant answers the calls a practice routes to it during and after business hours: it verifies callers, handles appointments and takes messages for your staff. Call & Confirm calls patients ahead of their visits to confirm, reschedule or cancel them, and staff tools such as a morning huddle brief and an on-call notebook come with it.

Drawbridge integrates with Veradigm® EHR and Veradigm® Practice Management. It files documents into the chart and books appointments in the schedule your staff already use. Drawbridge 1.0 is certified by Veradigm.

It needs two identifiers, full name and date of birth, matching exactly one patient. If the document also shows the last four of the SSN or an address, those must agree too. A look-alike patient, a conflicting identifier, a hard-to-read page or more than one patient on a page sends the document to a person instead.

It goes to your staff review queue with the reason (for example, 'address on the document is different'), already read and with its best suggestion, so staff can file it with one click, change the category, or send it to your Veradigm® indexing queue. On the phone, the assistant offers a transfer during business hours or takes a message.

Yes. By default, records requests, prior authorizations, refill requests and referrals always go to your staff, even when the patient match is perfect. Your practice can change that list. Critical lab results are filed with a High-priority review task marked CRITICAL and a note that a phone call is required; your staff make that call.

No. It never gives medical advice. If a caller describes an emergency, it tells them to hang up and dial 911. It can tell callers about upcoming visits, open times, balances and insurance on file, and read their medication and allergy lists and recent results as recorded, but only after it has verified who is calling. It never interprets results or medications.

It asks for first name, last name and date of birth, and these must match exactly one patient. Drawbridge's server enforces this: until a caller is verified on that call, the system refuses to return or change any patient record. Each call can verify at most two people (for example, a parent and a child), and repeated lookups are capped and logged.

Drawbridge calls one to three business days before the visit and tries up to three times, at different times of day. It never calls a patient more than once a day or more than three times a week. Voicemails are short and written to leave out visit details, so nothing private is left on a shared phone. Patients can opt out on the call, and your staff approve each day's call list before any call goes out.

The result is written straight into Veradigm® Practice Management: the visit is confirmed, moved to a new time or cancelled. Patients Drawbridge couldn't reach, or who haven't confirmed, are on an unconfirmed list for your morning huddle, so your staff know who to follow up with.

No. Drawbridge works alongside your current system and your staff and multiplies what they can do. It works alongside Veradigm® EHR, Veradigm® Practice Management and your phones, and takes on the repetitive indexing and routine calls. Your team spends more of its time on patients and care, and the practice has room to grow without the front desk becoming the bottleneck.

Four steps. (1) Your practice manager answers a 15-question setup sheet about your rules and how documents flow today, in about five minutes. (2) You sign our BAA and authorize Veradigm® to give Drawbridge access. (3) Learning week: For one week Drawbridge works alongside your team and learns how your practice runs: where each type of document is filed, who reviews it and how your schedule works. Your staff work exactly as they do today, and Drawbridge changes nothing. (4) Go live when you approve: Faxes and lab files come to Drawbridge first; MOATiT sets up the fax routing and the lab file drop with you. Drawbridge files what it can match with certainty and sends a review task. Anything that needs a person goes to your Veradigm® EHR document queue for staff, as today. For the phone assistant, your line forwards to Drawbridge first.

Before the learning week: about five minutes for the setup sheet, and your signature on the BAA with the Veradigm® authorization. Nothing in your systems changes. When you approve going live, MOATiT sets up the fax routing and the lab file drop with you, and your line forwards the calls you choose to Drawbridge first.

Yes. Drawbridge is HIPAA compliant, and MOATiT signs a business associate agreement with your practice. Drawbridge was built around the HIPAA Security Rule: multi-factor sign-in for every staff user, a hash-chained audit log kept six years, minimum-necessary access and per-call caller verification. Every deployment is encrypted in transit and at rest and hosted in the United States. The full list of controls is on the Security page.

No. No AI models are trained on your data, including your calls. Documents are read by OCR running inside Drawbridge on MOATiT-managed servers, and are not sent to outside AI services; and the decision of which chart a document goes to is made by rules you can audit.

In the United States, on MOATiT's cloud infrastructure and in MOATiT's data center, single-tenant per practice. The chart copy in your EHR is the record: Drawbridge deletes the original fax 30 days after filing and patient details on its intake records after 90 days, keeps call records 30 days, and keeps the audit log for six years.

Pricing depends on your document and call volume and which parts you use. Contact us for a quote: call (208) 900-6628 or (855) 550-6628, or email questions@moatit.com. Setup, the learning week and support are part of every plan.

MOATiT, LLC is a technology company founded in Pocatello, Idaho, in 2013. It provides managed IT, cybersecurity, business phone systems, online fax and EHR hosting to businesses and medical practices across Idaho, Utah and Wyoming. Drawbridge is MOATiT's AI technology and product for healthcare practices, and it works the same whether your IT is run by your own team, another provider or MOATiT.