Scorecards: tracking carrier and TPA performance over time

What Scorecards tracks

Most carriers and TPAs send a periodic report card: an on-time percentage, an average cycle time, a customer-satisfaction score, sometimes a tier ranking. Those documents usually land in an inbox, get glanced at once, and disappear. Verinode reads them the same way it reads a job or an invoice: it extracts every KPI on the page, lines it up against the scorecards that came before it, and tells you when something moved enough to matter.

Verinode does not publish these scorecards or negotiate with the carrier or TPA on your behalf. It reads the documents you forward or upload, tracks the numbers over time, and, when a KPI moves, writes a plain recommendation for what to do about it. You decide whether to act on it, park it, or ignore it.

There are two places this shows up:

• The Scorecards tab, one of the five tabs on the Clients cards slider, a portfolio-wide rollup: every open improvement tip across every carrier and TPA, plus a roster of who has scorecards on file and who doesn't yet.
• The Scorecards section inside a single client's detail card: that one carrier or TPA's full timeline, KPI by KPI, period by period.

This article covers both, plus the Act, Not now, and Ignore actions that appear on every improvement tip wherever it shows up.

Where to find it

Open Clients from the sidebar at iq.verinode.ai/clients. From the Clients home, either:

1. Open a client tile or the All Clients view, click into a carrier or TPA, and select the Scorecards tab on its detail card, or
2. Open the cards slider directly and select the Scorecards tab in the top tab row (Findings, All Clients, Health, Scorecards, Benchmarks).

Uploading happens through the universal Add Data button, not on this tab. Use Add Data from a client's detail card (biases the extraction to that client) or forward the scorecard email to your Verinode ingestion address; Verinode matches it to the right client automatically. See Forwarding documents for how that works.

The Scorecards tab: portfolio rollup

This tab answers "what's in my scorecard universe right now, across every carrier and TPA I work with?" It stacks up to three sections, each rendering only when it has something to show.

Active Improvement Tips

At the top, every open tip generated from your most recent scorecards, across your whole client portfolio. The header reads how many are open, for example "3 open tips across your client portfolio," with a note that each is generated automatically from the latest scorecard on file and that Act opens a decision workspace.

Each tip is a full card: a small dot, the "Scorecard Tip" label, the specific KPI it's about when one applies (for example "· On-Time Percentage"), the client's name, a bold headline stating what changed, a short rationale explaining why it's worth looking at, and a copper-highlighted Recommended action line. Below that sits the action row, covered in its own section further down.

Acting on, snoozing, or dismissing a tip removes it from this list immediately, no page refresh needed.

On File

Below the tips, a roster of every carrier and TPA that has at least one scorecard on file, sorted by scorecard count (most first). The header reads "N clients with scorecards we can track over time." Each row shows the client's scorecard count in a small badge, the client's name, its type and total job count underneath ("TPA · 14 jobs"), and a "View →" link. Clicking a row opens that client's own Scorecards section with the full timeline.

Awaiting Scorecards

Below that, any carrier or TPA that has zero scorecards on file yet, under the header "Forwarding their next scorecard email unlocks performance tracking on these relationships." Each row is a plain name-and-type line, no click-through, since there's nothing to drill into yet.

Empty state

If you have no scorecard-eligible clients at all (no carrier or TPA relationships), and no tips, no on-file clients, and no awaiting clients, the whole tab collapses to one line: "No scorecard-eligible clients yet. Use Add Data to upload a scorecard, or forward the next email from your TPA. Verinode matches it to the right client and generates tips automatically."

Act, Not now, Ignore: the improvement-tip triad

Every scorecard tip, wherever it appears, carries the same three primary actions plus one secondary one:

1. 1Act: moves the tip into an actioned state and opens /decisions/<id>, the same decision workspace used across jobs, vendors, and every other part of the platform. The agent panel is pre-primed from the plan Verinode built when it generated the tip, so you land straight into a working plan rather than a blank page. See The decision workspace for how that surface works.
2. 2Not now: snoozes the tip on an escalating schedule: it resurfaces in 7 days, then 14, then 30, and after that stops auto-resurfacing. Use this when the tip is real but this isn't the week for it.
3. 3Ignore: closes the tip for good. It won't resurface.
4. 4Acknowledge with note (secondary, text link): opens a small dialog to record why you're closing the tip out, a category (Mitigation planned, Accepted as risk, False positive, Already resolved, or Deferred) plus a free-text note. Use this when you want a record of the reasoning, not just a dismissal.

Whichever action you take, the tip drops out of the list you were looking at right away; you don't need to refresh the page.

The per-client Scorecards section

Open any carrier or TPA and select its Scorecards tab (the tab badge shows the number of scorecards on file, when there are any) to see that one relationship's full record.

Improvement Tips

If any open tips exist for this specific client, they lead the tab under Improvement Tips, with a note that they're generated from the latest scorecard on file, tapping a tip shows the recommended action, and Act opens the same decision workspace flow used on jobs and vendors.

Here the tips render in a compact, collapsed row: a dot, "Scorecard Tip," the KPI it's about, and the headline. Tap the row (or its chevron) to expand it in place and reveal the rationale, the recommended action, and the Act / Not now / Ignore / Acknowledge row. This differs from the portfolio Scorecards tab, where every tip card is always fully expanded, because a single client's tab is a smaller, denser list, so collapsing keeps a client with several open tips from pushing the timeline below the fold.

Improvement Callouts

Next, when Verinode can compute one, a set of Improvement Callouts: KPIs from the client's most recent scorecard that moved by 10% or more against a prior point. Each callout is a single block: the KPI name, a direction line ("Up 14% vs same period last year" or "Down 8% vs prior scorecard"), and the raw prior-to-current values with their periods ("62 → 71 · Q1 2026 → Q2 2026").

Verinode prefers a genuine year-over-year comparison: it looks back through the client's history for the closest scorecard that's at least roughly nine months older than the latest one. If nothing in the history qualifies (a client with only two or three scorecards, all recent), it falls back to comparing against the immediately prior scorecard instead, and labels the callout "vs prior scorecard" so you know which comparison you're looking at.

Verinode doesn't decide whether "up" is good or bad for a given KPI (a rising cycle-time number is bad, a rising on-time-percentage is good), so callouts are shown as a neutral direction and magnitude; you read the KPI name and apply your own judgment about which way is the right way.

Timeline

Below the callouts sits the raw scorecard history, laid out differently depending on how much history exists:

• One scorecard on file: a single grouped list, titled with the scorecard's period (and tier, when the document carried one, for example "Q2 2026 · Gold"). Each row is one KPI, its name on the left, its value on the right, and a benchmark note underneath when the scorecard itself published a target ("Carrier benchmark: 85%").
• Two or more scorecards: a pivoted table titled Timeline, with periods running across the columns and KPIs running down the rows, so you can eyeball trend without a chart. The first data row is always Tier, when the underlying documents carry one; every KPI the client's scorecards have ever reported gets its own row below that, ordered by which KPI the most recent scorecard mentions first, then older KPI names after. A missing value in any cell reads as a dash.

KPI labels are shown in Title Case (Verinode converts the raw label from the document, so "on_time_pct" reads "On Time Pct"); values prefer whatever the document's own formatted value was (for example "94%"), falling back to the raw number with its unit when no formatted value was captured.

Empty state

Before any scorecard has been uploaded for this client, the tab reads: "No scorecards on file yet. Use Add Data to upload a PDF, or forward the next email from [client name] to the Verinode ingestion address. It lands here automatically with tips generated in the background."

How tips get generated

Verinode writes improvement tips at the moment a scorecard is saved, from the KPIs and any prior history it has for that client, not on a separate schedule. That's why a freshly uploaded scorecard can produce a tip on the Scorecards tab within the same session: there's no batch job to wait on. If a scorecard produces no meaningful move against prior history (or there's no prior history to compare against yet), it simply adds to the timeline without generating a tip.

Related reading

• Clients and carriers: how the relationship model behind carriers, TPAs, and private-pay clients fits together.
• The decision workspace: what happens after you hit Act on a tip or any other Verinode finding.
• Forwarding documents: how to get scorecard emails routed to the right client automatically.
• Connecting your data: setting up inbound email forwarding so scorecards arrive without manual uploads.