Q&A · Vol. 6, No. 01
Summary
Prior authorizations can delay care, but many slowdowns are preventable. This article shares practical ways to reduce delays, from matching notes to insurer criteria to checking coverage early. Insights from experts in outpatient care show what works before, during, and after submission.
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Dr. Cameron Rokhsar MD FAAD FAACSFounder & Medical Director, New York Cosmetic Skin & Laser Surgery Center
The tactic that has saved us the most time is pulling the payer's own published medical necessity criteria before submitting, rather than writing a generic justification and waiting to see what gets challenged. For something like a diagnostic biopsy pathology send-out or a specific laser or surgical procedure that needs prior authorization, my staff matches our documentation language directly to the insurer's stated criteria, using their own terminology for lesion size, prior treatment attempts, or functional impairment, since reviewers are working from a checklist and vague clinical language is the single biggest reason for an initial denial that then requires an appeal.
The script piece that shortens phone calls is having staff open every prior authorization call by asking directly for the reviewing nurse or medical director's name and the specific policy number being applied, rather than describing the case first. That small change signals we know the process and often gets us routed past the first-line representative faster. When paperwork does stall past 48 hours, we call rather than fax a follow-up, since a live conversation surfaces missing documentation immediately instead of losing another day to an unanswered fax queue.
Sanju ZachariahSoftware Specialist, Management Consult for IT Automation, IT Program Manager, Founder & President, Portiva
The most radical-and simple-rule: Don't permit a prior authorization into the work queue until all administrative information required to process the request has been validated as complete. Missing insurance coverage info, missing documentation, or unresolved payer responsibility creates a dozen handoffs that draw staff away from patients.
I would separate the prior authorization work from the live front-desk flow, and assign each prior authorization request one owner, one status, and one point of escalation. Routine follow-up can be handled by non-clinical administrative staff, while clinical questions are directed back to the appropriate provider.
Deepak Raja MDCataract & Refractive Surgeon, Remagin
I've learned that prior authorization is much easier to manage when the clinical reason is clear from the start. In a busy outpatient clinic, delays often happen when an insurer needs one more detail after the request has already been submitted. I make sure the diagnosis, relevant findings, test results, and previous treatment are clearly connected to the test or medication being requested. That helps reduce the back-and-forth and makes it easier to address any questions quickly. The AMA's guidance on improving prior authorization transparency also highlights the importance of clearly communicating what supporting information is needed and giving specific reasons when a request is denied.
The phrase that has helped me most is: "Can you tell me exactly what information is missing so I can send you everything you need?" It keeps the conversation focused and usually gives me something specific to work with instead of spending time guessing what the payer wants. Once I know what is missing, I can provide that information directly rather than making repeated calls or resubmitting the same request. It saves time for the office and helps keep paperwork from becoming an unnecessary delay in the patient's care.
Pratik Singh RaguwanshiManager, Digital Experience, CXrove
The main reason for authorization delays is the fragmented process of data collection rather than the delays caused by the payers alone. With my experience managing healthcare BPO teams for clients in the US, I can say that the best way to reduce authorization delays is to create a verification stage through the use of RPA (robotic process automation). Instead of employees checking various statuses manually or spending time on hold, robots are deployed to check the payers' requirements for CPT codes in real time. This way, the necessary clinical documents are already provided, including the information about unsuccessful conservative treatments and the specific diagnosis results before the actual submission takes place.
One of the tools that work effectively in terms of authorization denials is the application of the completeness script. The script requires the intake coordinator to check if the file contains three key pieces of information. First, the exact clinical guidelines available in the payer's medical policy for the specified CPT code. Second, the date of the latest provider visit establishing the necessity of the procedure. Third, the existence of the specific diagnostic report requested by the payer. By applying the completeness verification, the teams have shifted from reactive calls to proactive exception management. In order to apply these techniques successfully, it is important to look at the authorization process as a data engineering problem because when the information is processed systematically, the specialists are able to focus on more complicated situations requiring their personal approach while leaving trivial cases to the system.
Dr. Kyle Hoedebecke, M.D., MBA, MPA, MS, FAAFP, CPEClinical Advisor, Alpas Wellness NOVA
There's a huge benefit in how quickly prior authorization works if you've provided everything needed in your request before it even gets sent to the payer. When creating my documentation, I always try to address potential questions that the insurance company will ask of me first: What is the diagnosis that we're treating? What else has been done to treat this condition already? Why didn't those treatments work or why were they no longer suitable? Is there a clinical finding, guideline, or contraindication which supports the use of this specific test or drug?
One easy way to avoid wasting time is to not simply state "this is medically necessary." Instead I'd say: "the patient has already failed X and Y and continues to experience symptom Z. The recommended course of action is the next logical and best clinical option..." This provides the reviewer with an item to actually review and therefore approve.
The largest time savings is developing templates. If a clinic frequently orders the same medications or performs the same tests, developing standardized diagnosis templates including common items required for approval allows the staff members to avoid redoing the explanation for each prior authorization.
Anna EvansFounder, Interlinked Wellness
Prior auth still tries to eat mornings even in a mostly cash-pay virtual clinic. The workflow change that kept care moving was a pre-visit eligibility checklist owned by admin, with a same-day patient status note if anything is pending, so the 60-minute camera hour stays clinical.
I will not chase payer portals during the visit. Paperwork before camera-on. Silence is what derails access, not the checklist itself.
Kyle McHenryFounder, Revenue Logic & creator of PayerLenz, PayerLenz
The tactic that reliably cuts denials happens before the patient is in the room, not at the fax machine after.
Most prior-auth pain is really a verification problem wearing a paperwork costume. When your team confirms benefits, confirm the prior-auth requirement in the same call: whether auth is required for the code, which clinical criteria the payer grades against, and how long it takes. Put that on the schedule, not in a pile.
The single script that shortens approvals is documenting to the payer's own medical-necessity criteria, in the payer's language, on the first submission. Reviewers check boxes. They are matching your note against a policy, not reading it for the story.
Here is what most practices miss. A denial and a slow approval are the same failure, discovered at different times. Both come from learning what the payer wanted after you already delivered the care.
We see the pattern constantly in the claims we work. The clinics that lose the fewest hours are the ones that moved the decision earlier, verified the requirement, matched the documentation to the criteria, and stopped treating the phone call as the job.
Seth BergeFounder, CEO, Regenerative Revival
Our biggest time-saver was building a short, standing script for authorization calls and appeals so no one has to reinvent the conversation each time — it includes the exact clinical rationale and codes payers ask for, in the order they ask for them, which cuts a lot of hold-time back-and-forth. We also flag anything likely to need prior authorization at the point it's ordered, not after, so the request goes out the same day instead of after a delay is already underway. Together those two habits have meaningfully cut both phone time and the number of denials we have to appeal.
MUKESH MAKWANAFounder & CEO, Sterling Global Solution LLC
The single change that's made the biggest difference in my practice is moving prior Authorization out of the billing department and into the scheduling workflow. The moment a procedure or medication that requires PA is booked, our system automatically flags it and starts the request that same day, not after the appointment, not when billing catches it days later.
The script that's shortened our approval times: we build a pre-submission checklist for each of our top payers that includes the exact ICD-10 code supported by clinical documentation, the CPT/HCPCS code, relevant clinical notes, and evidence of any prior conservative treatment. Missing documentation is still the number one reason PAs get delayed or denied, so we scrub every request against that payer-specific list before it goes out never after a denial comes back.
Since CMS's 2026 rule now requires most Medicare Advantage and Medicaid plans to decide standard requests within 7 days and urgent ones within 72 hours, we also track every open request against that clock: flag at day 4, escalate at day 6, treat day 8 as overdue and call. That single tracking habit alone has cut our average approval time by several days, because half of what looks like a "slow payer" is really just a request sitting unescalated in a queue.
Jacqueline Stephenson DO, FACSGeneral Surgery, Northwest Surgery
The most effective way to keep prior authorization from consuming the day is to make the first submission read like a concise clinical argument, not a stack of chart notes. For tests and procedures, I use a short medical-necessity block that gives the reviewer the diagnosis, relevant findings, prior treatment or testing, and the clinical consequence of delay in one place.
A useful script is: "This request is medically necessary because the patient has [specific symptoms or findings], has completed [relevant prior evaluation or treatment], and now requires [test or procedure] to determine or provide the appropriate next step in care. Delaying approval may lead to [specific clinical consequence]. If a criterion is not met, please identify it during this review so we can address it without restarting the process."
That last sentence matters. It turns a vague rejection into a specific question while the case is still active. The tactic also allows staff to submit a complete packet without repeatedly interrupting the physician. When the clinical reasoning is visible at the beginning, there is less room for avoidable back-and-forth.
NICOLE Kindred PPMC, OMCDirector Revenue Cycle Management
Prior authorization is one of the largest administrative burdens facing medical practices, so my first question is always: Is this request actually ready to submit?
Before staff spend hours working in portals, sitting on payer calls, and following up, only to be told the authorization is denied, practices need to confirm that the requested service meets the payer's medical-necessity criteria and, equally important, that the medical record supports it.
Saying a patient meets medical necessity is not enough. If the payer requires specific symptoms, test results, prior treatment, failed conservative therapy, or other clinical documentation, those elements need to be in the supporting medical record. If they aren't, staff can spend hours pursuing an authorization that ultimately cannot be approved based on the documentation submitted.
One tactic that reduces this wasted work is a front-end medical-necessity check. Compare the payer's policy to the documentation before starting the authorization. Identify what's missing and work with the clinical team to obtain any legitimate missing information before submission. If the patient doesn't meet the criteria, recognize that early rather than repeatedly working an authorization that cannot be supported.
Even when a complete, medically supported request is submitted, authorization can still take days, depending on the payer and plan. When the initial request is incomplete and results in a denial, the practice may then be dealing with reconsideration or an appeal, adding weeks to the process. What began as an authorization becomes an even greater administrative burden and can potentially delay the patient's care.
Payer-specific workflows and technology can help. In my experience, payer portals are often faster and more efficient than phone or fax when they're available, but technology cannot fix missing clinical documentation or a request that doesn't meet medical-necessity criteria.
The goal isn't simply to submit prior authorizations faster. It's to stop wasting staff time and money on requests that aren't ready to be submitted. I've always said that five extra minutes on the front end can save hours on the back end, and prior authorization is no different.
