What this article helps with: How the Provider Liaison skill emails provider offices for attendance, bills, and records, how to set it up, and where to watch the medical file build.

Who this is for: Firm admins who configure Lia, and the case managers and paralegals who chase medical records.

When not to use this article: This is about the emails Lia sends to provider offices. For the texts Lia sends your client, see Care Coordination. For which offices Lia may write to at all, see The Provider directory.

The in-product description is one sentence: "Email your client's providers to build the medical timeline for your client."

Every clinic on a case holds three things your file needs: whether the client showed up, what they were billed, and what the provider wrote down. Getting all three usually means a first email, silence, a second email two weeks later, and eventually a phone call. Provider Liaison does the sending and the following up on every open request, and hands your team the ones that go sideways.

It is email only, to offices. It never texts a client and never calls anyone. It is also independent of Care Coordination: neither skill requires the other.

Open Agent Settings, scroll to Advanced Skills, and open the Provider Liaison card. A How this works link at the top gives the short version in the product.

Top right is the master switch. When it is off it reads Off for the whole firm, with helper text "Turn it on to let staff request collection." Nothing goes out to any office while that is off, and Post-appointment collection shows a chip reading Off with the note "Paused, the Liaison is off for the whole firm. Your settings are kept."

That last part matters. Switching the firm off is a pause, not a reset. Your instructions, recipients, and authorization requirements survive it.

The middle tile is the number that actually predicts whether this works for your firm. Lia will only email an office that has an email address on its record, so a directory of 400 offices with 40 addresses is one Lia can work 10 percent of. Firms disappointed with the Liaison are usually looking at a bad ratio in that tile and have not noticed. Treat that fraction as your setup progress bar.

The third tile is the weekly glance. "Oldest opened N days ago" tells you whether a request has sat too long.

Under Post-appointment collection there are three rows. Each has its own toggle and an Instructions button.

Billing and Medical records each carry a chip reading Needs HIPAA authorization. Appointment attendance does not, which is why many firms start there.

Instructions on each row is where you put your firm's own wording and requirements for that kind of request, in plain language.

This section shows how many documents are required, lists HIPAA Authorization required, and has a Manage button. HIPAA authorization is always required and cannot be removed. Nothing involving bills or records sends without it, and when it is on file it is attached automatically. You can add your own required documents, a Lien Release for example, and there is a "Require authorization before scheduling" option, off by default.

If a client has no signed authorization, the request does not quietly fail. It becomes an escalation on the client page with an Upload signed authorization action on it.

Shows "None set up" and "No recipient rules configured" until you set them, with a Manage button. Use it to copy a records clerk or a shared inbox on outbound provider mail.

The Scheduling row carries an Early access chip and a What is this? link. The client tells Lia they need an appointment and when they are free, Lia emails the office, gets available times back, hands those times to the client to choose from, and books the visit onto the calendar. The client picks the provider and the time. The firm never directs care.

Two conditions have to be true before Lia will email an office: the provider is linked to the case, and the provider has an email address on file. The system enforces both. Lia never finds a clinic on its own and never emails an address it was not given. The Provider directory article covers what happens when one is missing.

Once they are true, collection starts two ways.

From there Lia follows up on a schedule until the office answers, rather than sending once and hoping. Escalations arrive with what was already attempted, and some carry a chip reading "All N follow-ups sent" so you know the polite route is exhausted.

They show in three places on the client page. Lia's Tasks in the right panel gives a card per request: type and office, a status chip, a date, a View thread link, and an Activity expander. To review collects escalations and the provider drafts waiting on an Approve. The Provider emails tab shows the threads themselves.

This is where a case manager watches the medical file build.

The summary row gives the state of the case at a glance: the provider count with a chip such as "3 providers / ALL NEED AUTHORIZATION", a "N of M collected" progress bar, a Liaison status such as "Liaison blocked / AUTHORIZATION NEEDED", and a BILLED total.

Filter chips narrow the list: All, Missing bill, Missing records, Liaison working, Needs you, Missed, Attended.

The table lists every visit with DATE, PROVIDER, VISIT, ATTENDED, BILLED, BILL, and RECORDS. Cells carry the action available right there, Add, Request, or Needs you. An unlinked visit shows a Link a provider control, and Add a visit lets you enter one by hand.

The routine is simple. Filter to Needs you, clear it, and let Lia work the rest.

Provider offices are protective of their clinical independence. Every outbound email reads plainly as a records and billing request from a law firm, never as direction about treatment. This line appears verbatim in real provider emails:

"our office is not involved in directing treatment, and all clinical decisions remain with your practice."

Lia also keeps health information out of email subject lines, a HIPAA requirement that human staff often break.

The client page header has its own Provider Liaison toggle. Switch it off and provider outreach holds for that one client while the Liaison keeps running for everyone else. Open requests are left in place rather than cancelled, so nothing is lost when you switch it on again.

Provider Liaison is enabled for your firm by Hona, along with the Provider Emails page. If neither is in your navigation, contact Hona Support.

Provider Liaison turns records collection into something that happens on its own while the case moves. Get email addresses onto your provider records first, keep authorizations current, and work the Needs you filter. If you have questions, chat with our support team or email [email protected].