Explain prior authorization and route requests – without clinical
Members and providers don't always know what prior authorization means or how to start one. Chatref explains the process from your plan documents and routes every request to the right channel.
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Why it matters
The problem this solves.
The challenge
Prior authorization questions are high-anxiety and high-volume – members need to know what it means and how to start the process.
What it costs
Agents explain the same process repeatedly while members wait to find out whether they need prior auth and where to submit it.
The Chatref way
Chatref explains your prior authorization process from plan documents and routes the request – without making clinical judgments.
The Chatref solution
How Chatref handles prior auth guidance.
A member or provider asks about prior authorization for a planned service. Chatref explains what prior authorization means for their plan, describes how to begin the process from your plan documentation, and routes them to the correct submission channel – without asserting
Real questions
What Chatref answers here.
What is prior authorization in health insurance?
How do I get prior authorization from my insurance company?
Does my plan require prior authorization for specialist visits?
How long does prior authorization take to process?
Where do I submit a prior authorization request?
What information does my doctor need to submit for prior authorization?
Loved by support teams
Health plans, routing prior auth questions without the wait.
How teams use Chatref to explain prior authorization and route requests to the right channel.
Prior auth process questions used to jam our service line before members even started a request. Chatref explains the process from our plan documents and routes them to the right submission channel in seconds.
Members now understand what prior authorization means and how to start the process before they call. Our agents handle the actual submission questions, not the 'what is this?' calls.
It explains our prior auth process from our own plan documentation. Members get the right next step without our agents repeating the same instructions.
of prior auth process questions answered without a live agent
Spanish-speaking members get the same clear prior auth process guidance as English members – from the same content set, with no extra work.
Will Chatref tell a member whether their specific service will be approved?
No. Chatref explains your prior authorization process and routes the request – it does not make clinical judgments or assert approval outcomes for specific services.
Can it explain which types of services typically require prior authorization?
Yes. Chatref explains the general prior authorization requirements documented in your plan materials – which categories of services your plan describes as requiring prior auth.
How does it route a prior auth request to the right team?
A custom action collects the member's details and routes the request to your prior authorization submission channel, or connects to a live agent with full context.
Does it work for provider offices asking about prior auth requirements?
Yes. Provider staff can use the widget to understand the prior authorization process documented in your plan materials and find the correct submission channel.
Can it explain prior authorization in languages other than English?
Yes. Chatref supports up to 11 languages from your existing plan content, so non-English members and providers get the same process guidance.
Route prior authorization questions before they reach the queue.
Point Chatref at your plan documents, drop in one snippet, and let members and providers find prior auth guidance at any hour – free to start.
Part of Chatref for Health Insurance Providers · Healthcare hub · pricing.