2.1 Customer intake
Outcome
Before you provision anything, you have everything the technical onboarding needs: contractual approval, scope, payer panel, EDI partners, and a contact list.
Prerequisites
- Phase 1 complete — the platform exists.
- Customer is contractually approved (BAA signed, MSA executed).
Intake checklist
Capture the following before scheduling the provisioning window:
Legal and compliance
- BAA executed (Business Associate Agreement) — required before any PHI is in scope.
- MSA executed with go-live date.
- Subcontractor list (any vendors the customer relies on that need PHI access).
- Data residency — confirm the Azure region. US customers default to
eastus2.
Scope of services
- Service lines the customer bills (ABA, residential, IOP, outpatient mental health, SUD, PT/OT, etc.). Drives which procedure-code subsets and modifier rules apply.
- States where the customer operates. Drives state-specific companion guides (Ohio MITS, Indiana, etc.).
- Verticals — behavioral, medical, institutional. Determines reference-data bundles loaded for the tenant.
Payer panel
For each payer the customer bills:
| Field | Example |
|---|---|
| Payer name | Anthem BCBS Ohio |
| Plan / program | Anthem Medicaid Plan A |
| Electronic payer ID | OH054 |
| Trading partner | Availity / Change Healthcare / direct |
| Contract NPI (group / billing entity) | 1234567890 |
| Effective dates | 2026-01-01 — open |
| Filing deadline | 90 days |
| Auth required? | Yes — clinical psych eval requires 278 |
EDI
- Submitter ID the customer holds with each clearinghouse.
- Companion guide addenda for each payer (most are downloadable from payer portals).
- Test endpoint vs production endpoint per payer.
- Inbound file types to support: 271, 277CA, 835.
- Connection method: SFTP (most common), AS2 (some commercial), real-time (Availity/CMS).
Org structure
- Legal entity name and NPI(s).
- Facilities (physical service locations) with addresses, NPIs, taxonomies.
- Sites within facilities (room/program-level distinction the customer needs).
- Billing entities (the entities that submit claims; usually one per legal entity).
Contact roster
| Role | Why |
|---|---|
| Customer technical lead | EDI, mappings, test files |
| Customer billing lead | Payer setup, fee schedules |
| Customer compliance / privacy officer | BAA scope changes, audit access |
| Customer IT contact | DNS / SSO / firewall coordination |
Expected volumes
| Metric | Why we ask |
|---|---|
| Members | Sizes the eligibility batch cadence |
| Encounters / month | Sizes claim submission volume |
| Concurrent users | Sizes the tenant SKU |
| Peak burst | Determines whether we need premium Service Bus |
Validation
- Intake doc signed off by both customer and MedSuite onboarding lead.
- Tracking ticket open in the onboarding tracker with all fields populated.
- Provisioning window scheduled.