Viewgol

Implementing Viewgol follows a rigorous 'diagnose before treatment' methodology that typically takes 30 to 90 days, depending on the complexity of the practice and the number of PM/EHR systems involved. The process begins with a 'Free Data Assessment,' where Viewgol’s team connects to the practice's database to perform an audit of the last 12-24 months of financial data. This discovery phase identifies existing revenue leakage and sets the baseline for the ROI. Once the contract is signed, the technical onboarding phase involves establishing secure FHIR API or HL7 interfaces to ensure real-time data flow. Viewgol then configures the custom scorecards and dashboards based on the specific needs of the practice's stakeholders. The final stage is a series of training sessions for the practice's RCM team, ensuring they know how to interpret the data and use the 'Engage' workflow tools. A dedicated account manager is assigned to oversee the entire 'go-live' process and provide ongoing support.

Viewgol offers extensive customization capabilities, particularly within its Analytics and Engage products. The platform comes with hundreds of pre-built scorecards, but users can create their own 'Dynamic Reports' that filter data by provider, facility, payer, or CPT code. Executives can customize their 'Command Center' dashboards to see only high-level financial health indicators, while billing managers can drill down into granular claim-level data. The 'Engage' workflow tool allows practices to customize their internal tasks and routing rules, ensuring that specific types of denials are automatically sent to the appropriate staff members for resolution. Furthermore, Viewgol’s Payer Science team can build custom algorithms to track specific contract nuances for large multi-specialty practices, ensuring that unique reimbursement models are accurately monitored.

The base subscription for Viewgol Analytics starts at $1,000 per month, but there are potential additional costs depending on the scope of the project. For the 'Analytics' and 'Engage' tiers, there may be a one-time implementation and data integration fee, which covers the cost of setting up the interfaces with existing EHR/PM systems. For organizations using multiple disparate PM systems across several locations, there may be 'Unified Data' fees for aggregating that information. For the 'Comprehensive' tier, costs are generally handled as a percentage of collections, which typically covers all software and service fees. Other potential costs could include premium support tiers or specialized advisory projects that fall outside the standard scope of service. Viewgol is known for its transparent pricing, and the initial data assessment usually clarifies these costs upfront.

Viewgol provides a multi-faceted training ecosystem designed to turn users into 'RCM Heroes.' The onboarding process includes a series of live, instructor-led webinars tailored to different roles (e.g., C-suite training vs. billing staff training). These sessions cover how to navigate the dashboards, interpret key metrics like 'Net Collection Ratio,' and manage tasks within the Engage platform. In addition to live training, Viewgol offers an extensive library of on-demand video tutorials and documentation. For clients in the 'Comprehensive' tier, training is more collaborative, as Viewgol experts work side-by-side with the practice’s administration to implement new financial policies. Ongoing training is also provided whenever major new features are released or significant changes occur in the regulatory or payer landscape.

Viewgol employs robust, enterprise-grade security measures to protect sensitive Protected Health Information (PHI). As a healthcare-focused company, the platform is fully HIPAA compliant, incorporating administrative, physical, and technical safeguards. All data is encrypted both at rest and in transit using industry-standard protocols. Following the acquisition by CPSI/TruBridge, Viewgol benefits from even more rigorous security frameworks, including SOC 2 Type II attestation and alignment with ISO 27001 standards. The platform uses Microsoft Azure's secure hosting infrastructure, which provides advanced threat detection, multi-factor authentication (MFA), and granular access controls. Regular third-party audits and vulnerability assessments are conducted to ensure the platform remains secure against evolving cybersecurity threats.

Viewgol follows a modern SaaS release cadence, with frequent updates to its Analytics and Engage platforms. Major feature releases typically occur on a quarterly basis, while minor bug fixes and security patches are deployed more frequently—often monthly. Because the software is cloud-based, updates are pushed automatically with minimal to no downtime for the user. Release notes are provided through the user dashboard and the customer portal, detailing new scorecards, API enhancements, or UI improvements. Following the merger with TruBridge, the update frequency has remained consistent, with a new focus on cross-platform functionality and 'autonomous' coding features that leverage AI and machine learning to speed up RCM cycles.

Viewgol maintains a clear and transparent policy regarding data ownership: the client (the healthcare organization) owns 100% of their practice data. Viewgol acts as a data processor under the terms of a Business Associate Agreement (BAA). Should a practice choose to leave the platform, Viewgol provides data export options, allowing the practice to take their historical reporting data with them in standardized formats. The platform does not sell or reuse patient data for third-party purposes. During the term of the agreement, Viewgol uses the data solely to perform its RCM services and provide the business intelligence insights contracted by the client. This commitment to data ownership is a core part of the trust they build with their medical practice partners.

Viewgol is built to scale with healthcare organizations of all sizes, from solo practitioners to large Management Services Organizations (MSOs) with hundreds of locations. The cloud-native architecture allows for the seamless addition of new providers and facilities without the need for new local hardware. Its 'Analytics' engine is specifically designed to process millions of rows of data in seconds, ensuring that performance remains high even as data volume grows. For growing practices, the transition from 'Analytics' to 'Comprehensive' (full outsourcing) provides a path to scale operations without having to hire and train a large internal billing department. The 2023 acquisition by CPSI/TruBridge has further enhanced this scalability by providing access to a global workforce of nearly 1,000 employees, ensuring that the operational support can grow as fast as the client's practice.

Viewgol's terms and conditions are typically structured around a standard annual or multi-year subscription agreement for software tiers, or a service-level agreement (SLA) for the 'Comprehensive' tier. Contracts generally include standard renewal clauses and cancellation terms that require a 60 to 90-day notice period. For the percentage-based 'Comprehensive' tier, the contract includes clearly defined SLAs regarding performance metrics such as 'Days in A/R' and 'First-Pass Clean Claim Rate.' Following the acquisition by TruBridge, Viewgol's contracts have been standardized to reflect public company requirements, ensuring rigorous legal compliance and clear definitions of service responsibilities. All clients are required to sign a HIPAA-compliant Business Associate Agreement (BAA) as part of the core terms.

Viewgol is committed to the highest standards of regulatory compliance within the healthcare industry. The platform is strictly HIPAA compliant, ensuring all processes for handling Protected Health Information (PHI) meet federal guidelines. Additionally, the platform aligns with SOC 2 Type II standards, which verify the security, availability, and confidentiality of its cloud services. Viewgol also adheres to the requirements of the Carequality Interoperability Framework, ensuring that data can be shared securely across the nationwide healthcare ecosystem. For Community Health Centers (CHCs), Viewgol provides specialized reporting to help meet the strict requirements of HRSA (Health Resources and Services Administration) and the Bureau of Primary Health Care. The company's compliance posture is managed by a dedicated team that monitors updates from CMS, state health departments, and other regulatory bodies.