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We Joined Epic Community Connect. Why Is Our Billing Worse Than on Our Old System?

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Your billing got worse on Community Connect because you inherited a host hospital’s enterprise Resolute build, sized for a full hospital revenue cycle team, while keeping your two-person office. Charges now route into charge review work queues and claim edit work queues that the hospital’s billers were trained to work daily, and your staff was never trained to open. It is not that Epic is worse than your old system; it is that nobody in your office owns the work queues the host’s build creates, so claims sit and age instead of going out clean. The fix has four moves: find every work queue your charges and claims are landing in, get someone Epic-trained working those queues to zero every day, translate the host’s billing rules into plain instructions your owner can actually follow, and put a weekly report in front of you so the queue count stops being invisible. We do that work remotely under your own logins, inside the Community Connect instance you already run, so nothing changes for the host except that your claims start going out clean. The table of contents maps the whole method; the moves after it are the detail.

How a Small Practice Actually Works Enterprise Resolute Work Queues
Key Pain Points and Discussions by Providers
Why This Keeps Happening
The Solution
How We Permanently Fix the Process
The Whole Thing in Four Sentences
Frequently Asked Questions
Where the Claims on This Page Come From

How a Small Practice Actually Works Enterprise Resolute Work Queues

The goal is simple: charge review and claim edit work queues worked to zero every day, claims out clean, and A/R that stops climbing, without hiring a hospital-sized billing team. Here is what does that, move by move.

1. Find Every Work Queue Your Charges Are Landing In

You cannot work a queue you do not know exists. The host’s build routes your charges and claims into a set of Resolute charge review and claim edit work queues, and most practices new to Community Connect have never been shown the full list. The first move is to inventory them: which work queues your encounters flow into, what each one is checking, and how many items are already sitting in each. Once you can see the queues, you can work them. Until you can, claims age silently in buckets nobody opens.

2. Get Someone Epic-Trained Working the Queues to Zero

Resolute charge review and claim edit work queues are not self-clearing. Each item is a charge or claim held for a specific reason: a missing modifier, a coverage mismatch, an edit the host’s build flags. Someone trained on Epic has to open each work queue daily, resolve the held items, and release the clean charges to billing. When those queues are worked to zero every day instead of piling up, charges go out on time and the A/R climb stops, because the claims are no longer stuck behind an edit nobody cleared.

3. Translate the Host’s Billing Rules Into Plain Instructions

A Community Connect build carries the host hospital’s billing rules, and those rules were written for hospital coders, not a two-person office. The move is to translate them: what each work queue edit actually wants, which reasons the practice can fix at charge entry, and where a charge should never have posted the way it did. When the host’s rules are written down in language your staff understands, the same edits stop recurring, because the charge is entered right the first time instead of bouncing into a queue.

4. Put the Queue Count in Front of the Owner Weekly

The reason A/R climbed for months before anyone noticed is that the work queue count was invisible. The fix is a simple weekly report to the owner: how many items are in charge review, how many in claim edits, what got worked, and what is aging toward a filing deadline. When the owner can see the queue trending to zero every week, the practice knows the build is being worked, instead of finding out at quarter-end that a hospital-sized billing job was quietly going undone.

5. Hand the Whole Build to a Dedicated Epic Team

Practices that stop losing money on Community Connect do it by handing the Resolute work queues to a dedicated team: remote specialists trained on Epic who work the charge review and claim edit queues daily under the practice’s own logins, live in 1 to 2 weeks. The owner goes back to running the practice, a trained backup covers every gap, and the work queues the host build created stop being the thing nobody owns. Below is what it sounds like when nobody owns them yet, in practice teams’ own words.

Key Pain Points and Discussions by Providers

real reports from practice staff, lightly edited

“We paid a six-figure fee to get onto the health system’s Community Connect, and within a few months our A/R was higher than it ever was on the old system. Nobody warned us the build comes with work queues we were supposed to staff. We have two people up front. There is no billing department.” – practice administrator, independent group

“The charges route into these Resolute work queues and just sit there. I did not even know they existed until an aging report showed claims that never went out. On our old software a charge was a charge. Here it lands in a queue with an edit on it, and if nobody clears the edit, it never bills.” – office manager, primary care practice

“The host’s billing rules are written for a hospital coder. I am a front desk person trying to figure out why a routine charge got held. Every edit reads like it was written for someone with an Epic certification I do not have and cannot hire for what we can pay.” – front desk lead, multi-provider practice

“We assumed being on the same Epic as the hospital meant our billing was handled the way theirs is. It is not. They have a whole revenue cycle team working those queues. We got the same system and none of the people, and the claims aged out before we understood the difference.” – practice owner, independent practice

“The implementation was sold as an upgrade, and clinically it is. Financially it broke us for a while, because the work queues stacked up faster than two people could ever open them, and the host does not work them for you. That part was never in the pitch.” – practice manager, specialty group

Our Answer

Here is what we actually do. A dedicated remote specialist trained on Epic logs into your Community Connect instance under your own credentials, inventories every Resolute charge review and claim edit work queue your charges route into, and works each one to zero every day. They resolve the held items, release clean charges to billing, and translate the host hospital’s billing rules into plain instructions your staff can follow so the same edits stop recurring. Every week the owner gets a one-page report: queue counts, what was worked, and anything aging toward a filing deadline. Our specialists are credentialed professionals, overseas-trained physicians and US-licensed nurses and pharmacists, working inside your Epic build with AI drafting the first pass and a human verifying every release. This is our revenue cycle management support paired with an AI-first workflow, in one paragraph.

Why This Keeps Happening

If Community Connect is the same Epic the hospital runs, why is your billing worse than on your old system? Because the host did not just give you their software; they gave you their revenue cycle build. Impact Advisors and other Epic revenue-cycle sources describe how Resolute routes every charge and claim into work queues that trained billers open and work daily, with high-dollar denials escalating to A/R specialists. A hospital staffs those queues with a department. Your two-person office inherited the same queues and none of the people, so the charges route in and simply wait.

The staffing gap is the whole problem. Resolute-certified analysts and billers are hard to find and harder to keep, and no independent practice on a hosted build is going to hire a hospital-sized billing team to work its share of the queues. So the queues age. And aging queues are exactly where money is lost: MGMA reports that timely-filing problems drive a meaningful share of denials, and once a claim ages past its filing window, recoverable revenue becomes a permanent write-off. This is the gap a dedicated AI automation and remote-staffing model is built to close, without asking a small office to become a billing department.

And the cost is not spread evenly. On your old system a charge either went out or it did not, and you could see the difference. On Community Connect a charge can post cleanly into the clinical record and still sit stuck behind an edit in a claim work queue you never open, invisible until an aging report surfaces it. MGMA’s own revenue-leak work points to charge posting and front-end capture as recurring leak points, and on a hosted enterprise build those leaks hide inside queues a small practice was never trained to see.

⚠️ The quiet one that hurts most: The quiet one that hurts most: a clean charge that never bills. On Community Connect a charge can post perfectly into the clinical record, look completely fine in the chart, and still be sitting in a claim edit work queue that nobody in your office opens. It never generates a claim, so it never shows up as a denial or a rejection. It just ages in silence until the filing window closes, and then it is a write-off. Unless someone works those queues to zero every day, the most expensive charges are the ones that looked fine and quietly never went out.

Most groups have already tried the obvious fixes before they talk to anyone. Each one fails the same way: the work lands back on the practice. The pattern, in one table:

What you tried	What actually happened	Who ended up doing the work
Assumed the host hospital worked our billing	The host runs the platform, not your practice’s work queues; the queues aged untouched	Nobody, which was the problem
Asked a front desk person to learn the Resolute queues	The host’s edits are written for a hospital coder; charges kept bouncing back on the same reasons	Whoever had a spare minute up front
Tried to hire a Resolute-certified biller locally	Certified staff are scarce and priced for a hospital budget, not a two-person office	An open req that never filled
Gave the work queues to a dedicated remote Epic team	Charge review and claim edits worked to zero daily under our logins, A/R stopped climbing	Someone whose whole job it is

The Solution

So what does “someone whose whole job it is” look like inside a Community Connect build? The specialist starts where the practice cannot: opening every Resolute charge review and claim edit work queue your charges route into, and working each one to zero every day. Held charges get their edits resolved and released to billing, claim edits get corrected and resubmitted, and nothing sits aging in a queue nobody opened. That daily discipline is the whole point of pairing trained people with a hosted enterprise build, and it is exactly what dedicated revenue cycle management is built to deliver.

Then comes the part that keeps the queues from refilling. The specialist translates the host hospital’s billing rules into plain instructions your staff can actually use: which edits mean a charge was entered wrong up front, which coverage checks to run before posting, and where the same reason keeps recurring. When the front-end habits change, the recurring edits stop, and the work queues shrink instead of just getting emptied and refilled. The owner sees all of it in a weekly one-page report, so the queue count is never invisible again.

Behind all of it, AI drafts the first pass and a credentialed human verifies. The workflow reads the queue, flags the likely fix, and surfaces the aging risk; a person confirms the charge is right and owns the release. Because this work moves your practice’s charge and coverage data through a hosted system under your own logins, every security control that protects it is documented and auditable, and the whole approach is described on our HIPAA and security page, because working inside your Epic build is only safe when the controls are real.

Who Actually Does This Work

Fair question: why would an outsourced team work your Community Connect queues better than someone you hire locally? Because working Resolute charge review and claim edit queues is their entire day, not a task squeezed between check-ins, and because a two-person office cannot realistically hire and retain Epic-trained billers at all. The people working your build are credentialed medical professionals: overseas-trained physicians, US-licensed nurses and pharmacists, and PharmDs, all trained on Epic Resolute and US revenue cycle workflows. They know what a charge review edit wants, how a claim edit work queue behaves, and how the host’s rules translate into a small-office workflow. That is a specialty, not a spare-minute job.

We are not a call center. We are a clinical operations partner, a healthcare BPO built on dedicated virtual staff: 500+ credentialed professionals, 24/7 coverage, and the AI-first-pass plus human-verify workflow you just read about behind every one of them. A typical practice is live in 1 to 2 weeks, at up to 70% below the cost of hiring locally, and no one on our side goes out without a trained backup already inside your workflow, so your work queues never age just because the one person who worked them is on vacation.

And the security piece your compliance officer will ask about: we are audited to SOC 2 Type II with zero exceptions and certified for ISO/IEC 27001:2022, HIPAA, and GDPR, with zero breaches in eight years. Every workstation runs inside a secure enclave on US-based servers, with screen captures and downloads blocked by policy, so PHI never sits on someone’s home laptop. Every client account carries a $5M E&O and cyber liability policy and a BAA signed before any work starts; the full detail lives in our HIPAA and security posture.

Put the routine and the people together, and a specific list of things simply stops happening.

✓ What stops happening: What stops happening: the A/R that climbs for months before anyone notices. Charges posting clean into the chart and never billing because an edit nobody cleared held them. Claims aging past the filing window in a work queue nobody opened. A front desk person trying to decode a hospital coder’s edit. The quarter-end surprise that a hospital-sized billing job was quietly going undone on a system you paid six figures to join.

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How We Permanently Fix the Process

A person alone is not the fix, and neither is a bot alone. The fix is a documented Community Connect billing workflow: every Resolute work queue your charges route into, what each edit checks, which reasons your staff can prevent at charge entry, and the daily order in which the queues get worked to zero. Before we take a single charge for a new practice, we inventory your work queues and chart where the charges are actually getting stuck, and we build the workflow against your host’s real build, not a generic Epic template.

From there the workflow becomes a living playbook rather than knowledge trapped in one certified biller nobody can hire. It records how the host wants each edit resolved, which queues carry the filing-deadline risk, how the front-end habits should change to stop the recurring edits, and the escalation path when a high-dollar charge is held. It is written down, kept current as the host updates its build, and owned by the team. When your specialist is out, a trained backup works the same playbook the same way, so a held charge never waits for one person to come back.

That is the difference between emptying this month’s queues and fixing the process for good, and it is what a dedicated revenue cycle management partner actually buys you. A biller leaving used to mean the work queues stacked up and A/R climbed again. Under this model the queues get worked daily, the playbook stays, the backup steps in, and the enterprise build you joined stops being the reason your billing got worse.

The Whole Thing in Four Sentences

Your billing got worse on Community Connect because you inherited a host hospital’s enterprise Resolute build, sized for a full revenue cycle team, while keeping a two-person office, so charges route into work queues nobody was trained to open and claims age in queues nobody owns. Assuming the host works your billing, asking a front desk person to learn Resolute, or trying to hire a certified biller all fail the same way. The fix is to inventory every work queue, get someone Epic-trained working them to zero daily, translate the host’s rules into plain instructions, and put the queue count in front of the owner every week. An independent group on a regional health system’s Community Connect runs exactly this model with us today, names withheld, no patient data shown.

If you want to check us out before talking to anyone: our security posture is independently auditable, we are an MGMA 2026 Corporate Member, and 800+ providers run back office work with us.

Ready to fix your Community Connect billing? Try us risk free: two weeks, your real Resolute work queues, dedicated Epic-trained specialists working them to zero under your logins, and if it does not earn the handoff, you walk away. From here down is the sales part, and it is short: here is exactly what it costs.

Transparent Weekly Pricing

One Flat Weekly Rate. 45 Hours of Coverage.

No hourly meters, no setup fees, no long-term contracts. Your dedicated team member covers your desk 45 hours every week, and a trained backup steps in at no charge whenever they are out.

Single

$399/ week

One dedicated remote specialist working your Resolute charge review and claim edit work queues inside your Community Connect instance, single independent practice

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You have seen the whole method. The pilot proves it on your own Community Connect build, with a queue report your owner can watch every week.

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Frequently Asked Questions

Why did our billing get worse after joining Epic Community Connect?

Because Community Connect extends a host hospital’s enterprise Epic build to your practice, and that build routes every charge and claim into Resolute charge review and claim edit work queues the hospital staffs with a full billing team. You inherited the same queues and kept your two-person office. The system is not worse than your old one; the difference is that nobody in your office was trained to work the queues the host’s build creates, so charges get held and claims age instead of going out.

What are Resolute work queues and why do they matter to a small practice?

Resolute work queues are buckets Epic routes charges and claims into when they need review before billing: a missing modifier, a coverage mismatch, an edit the host’s build flags. On a hospital, trained billers open these queues daily and clear them. On a small practice inheriting the same build, if nobody opens them, the held charges never generate clean claims, and they age silently toward a filing deadline. Working those queues to zero every day is the difference between clean claims and quiet write-offs.

Does the host hospital work our billing for us on Community Connect?

Usually not. The host provides and hosts the Epic platform, support, and build, but working your practice’s charge review and claim edit work queues is your responsibility unless you have specifically contracted otherwise. Many practices assume the host handles billing because they share the same system, then discover at an aging review that the queues were never being worked. Confirm exactly what the host does and does not do, and make sure someone owns the queues either way.

Can outsourced staff work inside our Epic Community Connect instance?

Yes. Our specialists work the Resolute charge review and claim edit work queues remotely under your practice’s own logins, inside the Community Connect instance you already run. There is no separate platform and no migration; they work where your charges already live. That is why a typical practice is live in 1 to 2 weeks, and why nothing changes for the host except that your claims start going out clean and on time.

How much does outsourced Epic revenue cycle support cost?

Staffingly charges a flat weekly rate per dedicated remote specialist, with lower per-person rates for teams of 5 or more and 10 or more. Every plan covers 45 hours of coverage per week with a trained backup included, and there is no percentage of your collections. The pricing section on this page shows how the flat rate compares with typical US market rates for this work.

Will AI be making billing decisions on our claims?

No. AI drafts the first pass, reading the work queue, flagging the likely fix, and surfacing the aging risk, and a credentialed human verifies every release and owns anything that needs judgment. The billing decisions stay with people. Automation removes the repetitive queue-scanning work so the specialist spends their time resolving the edits that actually need a human, not hunting through buckets.

How fast will our A/R stop climbing?

Usually within the first few weeks. Once a dedicated specialist is working your charge review and claim edit work queues to zero every day, the charges that used to sit held start going out clean, and the claims that used to age past filing start reaching the payer on time. As the recurring edits get fixed at charge entry, the queues shrink rather than just get emptied and refilled.

What happens to charges that already aged past timely filing?

Those get triaged first. The specialist inventories what is sitting in your work queues, flags anything already past or near a filing deadline, and works the recoverable ones immediately, appealing where a timely-filing exception applies. Some fully aged-out charges may not be recoverable, but the point of the daily queue work is that no new charge ever ages out that way again, because the queues stop being invisible.

How does one flat weekly rate cover 45 hours every week?

Your dedicated specialist works a 9-hour day, Monday to Friday, which is 45 hours of coverage each week. The ninth hour is part of the flat weekly rate, not billed as overtime. Over a year that is 2,340 hours of coverage, against the standard US full-time work year of 2,080 hours (40 hours x 52 weeks, the same basis the U.S. Office of Personnel Management uses to compute hourly rates of pay). That is how $399 per week works out to $8.87 per hour.

Written By

Dan Nandan

Founder and CEO, Staffingly, Inc. · Piscataway, NJ

Dan Nandan has spent 25+ years in IT consulting and healthcare BPO, was among the first in the US to build an RPO/BPO delivery network in India, and has been featured in Computerworld. He runs the operations and the dedicated virtual teams behind the workflows on this page; the team-voice answers above come from the remote specialists who work them every day.

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Where the Claims on This Page Come From

Sources & References

MGMA Revenue Cycle and Practice Operations Resources. Benchmarks and guidance on denials, timely filing, and revenue leakage for medical group practices, including that timely-filing problems and charge-capture gaps are recurring revenue-cycle leaks. mgma.com
Impact Advisors, Epic Work Queues and the Revenue Cycle. Explanation of how Epic Resolute routes charges and claims into work queues that trained billers must work daily, and what happens to aging queues when teams are short-staffed. impact-advisors.com
HFMA Revenue Cycle and Denials Management Resources. Guidance on charge capture, denials workflow, and the revenue impact of claims that age past filing deadlines. hfma.org
AMA Practice Management and Administrative Burden Resources. Physician-practice references on billing administrative burden and the operational load of enterprise revenue-cycle workflows. ama-assn.org
Physicians Practice, Revenue Cycle and Practice Operations. Practice-management guidance on charge capture, A/R management, and the operational realities of hosted EHR billing for independent practices. physicianspractice.com