Client Health: which relationships are declining

What the Health view shows

Every carrier, TPA, private-pay, and commercial client has a rhythm: how fast they pay, how much of what you bill actually gets collected, how often they push back on supplements, and whether you have a scorecard on file to track any of it over time. The Health view is where Verinode lines every active client up against those dimensions at once, so a relationship that is quietly sliding does not stay hidden inside twenty separate job records.

Verinode does not manage these relationships or decide which ones to keep. It reads the jobs, payments, and scorecards already in your account, scores each client on the dimensions that matter, and names the specific ones worth a closer look. You decide what to do with a slow-paying carrier or a client with no scorecard coverage.

Where to find it

Open Clients from the sidebar, under the Revenue section, at iq.verinode.ai/clients. The Health view is one tab inside the full-screen client overlay, alongside Findings, Book of Business, All Clients, Pushback, Scorecards, Programs, TPA Programs, and Benchmarks.

Three ways in:

• Click the Avg Days to Pay tile in the Explore row on the Clients home. It opens directly into Health.
• Click the Collection Rate tile in the same row. It also opens Health.
• Once inside the overlay, click the Health tab in the strip across the top.

See The Clients section for how the rest of the page around it works.

The relationship heatmap

The heatmap is a table: one row per active client with at least one job on file, one column per health dimension. Archived clients and clients with zero jobs never appear here, there is nothing yet to score.

The Client column on the left is sticky as you scroll, so the name stays visible while you read across. Under each name is the client's type: Carrier, TPA, Private Pay, or Commercial.

Seven columns follow, each a colored cell showing a value:

• Margin. Despite the label, this cell reads the client's collection rate, the share of what you have billed that has actually been collected, not job profit margin. It reads green at 95% or higher, amber from 85% up to 95%, and red below 85%. A dash means there is no collection data on file yet for that client.
• Payment. Average days to pay, in days. When Verinode has a peer figure for other operators working with this same carrier or TPA, the cell tints relative to that peer figure: red if you are ten or more days slower than peers, amber if five to nine days slower, green otherwise. Without a peer figure, it falls back to a flat read: green at 30 days or under, amber up to 45 days, red past that. A dash means no payment data yet.
• Suppl. Your supplement approval rate on that client. Peer-relative when a cohort exists: red if you are running ten points or more below peers, amber at five to nine points below, green otherwise. Without a peer figure: green at 70% or higher, amber from 50% up to 70%, red below 50%. A dash means no approval data yet.
• Denial. The share of your submitted supplement dollars that client has denied, the pushback cut. This one always uses a flat read (there is no carrier-scoped peer denial figure yet): green under 10%, amber from 10% up to 25%, red at 25% or above. A dash means you have not submitted supplements to that client yet.
• Compl. Short for compliance, this is a count of scorecards on file for the client. Three or more reads green, one or two reads amber, and zero reads red, on purpose: an unscored relationship is itself a risk, not a neutral unknown, so it does not get the same gray dash treatment as a missing number elsewhere in the row.
• Satisf. and Trend. Reserved for a satisfaction rating and a revenue-direction arrow. Neither is wired to a live data source yet, so both columns read a plain dash for every client today.

Hover any cell for a tooltip spelling out the client name, the dimension, and the exact value behind the color, for example "Liberty Mutual, Payment: 41d." The cells are not click-through today, they exist to let you scan and compare at a glance; to open a client's full record, use the Risk Signals list below or the All Clients tab.

If no active client has a job on file yet, the heatmap section does not render at all, it folds into the combined empty state described below.

Risk Signals

Below the heatmap, a Risk Signals list turns the grid into specific, actionable lines: instead of just showing a red cell, it names the exact reason a client is flagged. The heading reads the count, for example "3 issues worth looking at," followed by a line explaining the framing: signals are peer-relative when Verinode has a cohort of other operators working with that same carrier, so you see where you are genuinely slower than the rest of the network rather than just below an arbitrary line.

A client needs a small amount of job history before it is eligible for a signal (very new relationships are skipped, there simply is not enough to read yet). Four kinds of flags can appear:

• Low collection rate. Fires when a client's collection rate is under 75%, worded as, for example, "Collection rate 68% (below 75% threshold)."
• Slow payment, peer-relative. Fires when your days-to-pay on a carrier is at least ten days slower than the peer figure for that same carrier, worded as, for example, "34d to pay: peers on this carrier are at 24d (+10d slower)." When the gap is large enough to carry a real cost, it adds an estimated monthly cost-of-carry figure to the same line.
• Slow payment, absolute. Fires when there is no peer figure for that carrier and your own days-to-pay is over 60 days, worded as, for example, "Avg 68 days to pay (above the 60-day threshold)."
• Low approval rate. Fires when your supplement approval rate on a carrier is at least five points below the peer figure for that carrier, worded as, for example, "Approval rate 62% (peers on this carrier hit 74%)."
• No scorecards on file. Fires on any carrier or TPA relationship with enough job history and zero scorecards, worded as, for example, "No scorecards on file: there is nothing yet to track a performance trend against." This does not apply to private-pay or commercial clients, since carrier scorecards are not part of those relationships.

A single client can carry more than one flag. Each row shows the client's logo mark, name, the flag text underneath in amber, and the client type on the right. Click a row to open that client's full record.

The empty state

If you have no active clients with billed job history, neither the heatmap nor the Risk Signals list has anything to build from, and the whole Health view reads:

"Relationship health populates once you have billed jobs with your clients. Forward a few invoices or completion reports to start."

Forwarding a batch of invoices or completion reports through Connecting your data or Forwarding documents is the fastest way to get the heatmap and the signals list populated.

How to use it

Open Health, scan the heatmap for red and amber cells first, they tell you which dimension is weak on which client. Then read the Risk Signals list underneath: it turns the color you just saw into a specific reason and, where a peer figure exists, tells you whether the client is actually behaving worse than other operators see on that same carrier, or just running on a slower personal norm. A carrier flagged in both Payment and Suppl. with a real monthly cost-of-carry attached is a stronger renegotiation case than one with a single amber cell. Click through to the client's full record to see the underlying jobs and decide your next move.

Related reading

• The Clients section, the home page this view sits inside.
• How benchmarks work, the mechanics behind every peer comparison on the platform.
• Reading a benchmark, how to interpret a peer delta once you see one.
• Understanding your margin, how client-level collection rate and cycle time feed into what you keep.
• Clients and carriers, more on how individual carrier and TPA relationships are read.
• The decision workspace, how a flagged client turns into a working plan.
• Connecting your data, setting up auto-forwarding so job and payment history keeps flowing in.
• Forwarding documents, sending invoices and completion reports into Verinode.