FAQ
Find answers to the most common questions about Lilee. If you do not see your question below, contact your organization's administrator or reach out to [email protected].
Getting Started
How do I log in to Lilee?
Navigate to app.lilee.ai and enter your email and password. Your organization's administrator sends you an invitation to set up your account. If you have not received an invitation, contact your administrator.
I see a "No Organization Assigned" message after signing in. What do I do?
Every Lilee user must belong to an organization. This message means your account exists but has not been added to an organization in the system. Contact your administrator and ask them to add you to your organization. Once they do, sign out and sign back in to access the platform.
How do I change my password or update my profile?
Click your profile icon or initials in the top-right corner of the screen. From there, you can manage your account settings including password changes. If you need your role or permissions changed, contact your administrator.
Why do I see different features than my colleague?
Lilee adapts its interface based on two factors: your organization type (payer or provider) and your user role. Payer organizations see features like Prior Authorization categories, High Dollar List, and Payer Information. Provider organizations see Approval, Denial, and Clinical Request categories. If you believe you are missing access to a feature you need, contact your administrator.
Document Processing
How do I upload documents to Lilee?
You can upload documents two ways:
Drag and drop any PDF or image file directly onto the dashboard. The entire screen acts as a drop zone.
Click the Upload button in the toolbar and select files from your computer.
You can upload multiple files at once. Each file is processed independently by the AI pipeline.
What file types does Lilee accept?
Lilee processes PDF files and images (JPEG, PNG). For bulk data imports (patients, providers, payers, high-dollar list), Lilee accepts CSV and Excel files.
How long does document processing take?
Most documents are processed within seconds of upload. Complex documents or large batches may take slightly longer. You can monitor processing status in the progress indicator at the top of the navigation bar. Each document shows its status: Pending, Processing, Completed, or Failed.
What happens when a single fax contains multiple documents?
Lilee can detect when a single upload contains multiple distinct document types (for example, an authorization form attached to supporting medical records). If Split Detection is enabled, the system identifies the sub-documents, splits them apart, and groups related items together. You can review each sub-document independently while maintaining the connection between related documents.
Can I change the document type if the AI classified it incorrectly?
Yes. You have two options:
AI Reclassification -- Ask the AI to re-analyze and reclassify the document
Manual Reclassification -- Select the correct document type yourself
Both options are accessible from the document detail view.
What are tags and how are they generated?
Tags are AI-generated labels that categorize documents across eight dimensions: Urgency, Prior Authorization, Referral, Specialty, Treatment, Setting, Condition, and Document type. Tags are created automatically during processing and can be edited in the Detected Workflow pane. You can filter the dashboard by tags to quickly find specific types of cases.
How does duplicate detection work?
Lilee automatically analyzes uploaded documents for potential duplicates. When duplicates are detected, a "Review Duplicate Clusters" option appears. You can review the clusters, compare the documents, and choose to discard duplicates or mark them as distinct if they are genuinely different.
Clinical Review
How does the AI clinical review work?
When you open the Clinical Review pane for a prior authorization or DME document, Lilee evaluates the extracted clinical information against Medicare coverage policies. The system:
Identifies CPT and HCPCS codes in the document
Looks up matching National Coverage Determinations (NCDs), Local Coverage Determinations (LCDs), and Articles
Maps each policy criterion to a question and searches the document for evidence
Generates a recommendation (Approve, Deny, or Pending) with supporting reasoning
The clinical review is a decision-support tool. All recommendations require human review and confirmation.
Can I override the AI's clinical review recommendation?
Yes. Click Override in the Clinical Review pane to change the recommendation. You must provide a documented reason for the override. Overrides are recorded in the audit trail. This is a normal part of the clinical review workflow -- the AI provides a starting point, and your clinical expertise makes the final determination.
What coverage policies does Lilee use?
Lilee uses Medicare coverage policies from the Centers for Medicare & Medicaid Services (CMS):
National Coverage Determinations (NCDs) -- National-level coverage policies
Local Coverage Determinations (LCDs) -- Regional policies from Medicare Administrative Contractors
Articles -- Supplementary billing and coding guidance
The system follows the CMS hierarchy, checking NCDs first, then LCDs, then Articles.
Can I regenerate a clinical review?
Yes. Click Regenerate in the Clinical Review pane to re-run the analysis. This is useful if you have corrected extracted data (such as procedure codes or diagnosis codes) in the Detected Workflow pane and want the clinical review to reflect the updated information.
What if the clinical review shows "Pending" for most criteria?
A "Pending" answer means the AI could not find sufficient evidence in the document to determine whether the criterion is met. This typically happens when the source document does not contain enough clinical information. Consider requesting additional documentation from the provider before making a determination.
Authorization
How do I submit an authorization to the EHR?
Select the document on the Intake Dashboard
Complete the clinical review (if applicable)
Open the Authorization Review pane
Select the fields, procedures, and diagnoses to include
Configure the auth type (inpatient or outpatient) and assign a reviewer
Review the preview to verify accuracy
Click Send to EHR
What EHR systems does Lilee integrate with?
Lilee currently integrates with AcuityNXT for authorization submission, member lookup, provider search, and eligibility verification. Additional EHR integrations are planned for future releases.
What are the turnaround time deadlines?
Lilee tracks two turnaround time thresholds:
Urgent / Expedited requests: 72 hours (3 days) from document receipt
Standard requests: 168 hours (7 days) from document receipt
The dashboard displays real-time countdown timers with color-coded indicators: gray (on track), amber (approaching deadline), and red (overdue).
What is a concurrent review?
A concurrent review evaluates whether continued treatment or an extended stay is medically necessary for a patient who already has an existing authorization. In Lilee, you can toggle a document to concurrent review mode in the Authorization Review pane and link it to the existing authorization ID.
Ellie AI Assistant
What is Ellie?
Ellie is Lilee's built-in AI assistant. You can access Ellie from any screen by clicking the floating action button in the bottom-right corner. Ellie understands the context of the document you are viewing and can perform clinical analysis, code validation, policy lookups, and more.
What are quick actions?
Quick actions are pre-built analysis prompts in Ellie. They include: Prior Auth Review, DME Review, Concurrent Review, Referral Review, P2P Prep, Appeal Prep, Medical Record Analysis, Validate Codes, LCD/NCD Check, Benefits Check, Doc Gaps, Denial Analysis, Suggest Next Steps, Summarize All Docs, Auth Extension, and Retro Auth. Each produces a structured, comprehensive response tailored to that specific analysis type.
Can Ellie look up real-time data?
Yes. Ellie has built-in tools that access live data:
Check Member Eligibility queries your EHR for real-time coverage information
Search Providers looks up providers by name or NPI
Validate Medical Codes confirms whether ICD-10, CPT, and HCPCS codes are valid
Lookup Policy by Code/ID retrieves specific Medicare coverage policies
Is my conversation with Ellie private?
Your Ellie conversations are stored within your organization's data and are not shared with other organizations. Conversations persist so you can resume them later. Be aware that Ellie interactions are logged as part of the audit trail.
High Dollar List
What is the High Dollar List?
The High Dollar List (HDL) is a feature for payer organizations that tracks high-value patient accounts where financial exposure is significant. You import HDL data from spreadsheets, and Lilee automatically notifies you when new documents arrive for patients on the list.
How do I get notified about HDL patients?
When a document is processed and matches a patient on your High Dollar List, a notification appears in the HDL notification bell in the top navigation bar. The bell shows a badge count of unread notifications. Click it to see which HDL patients have new documents.
Data and Privacy
How does Lilee handle HIPAA compliance?
Lilee is built with HIPAA compliance as a foundation:
Multi-tenant data isolation ensures your data is separate from other organizations
Role-based access control limits data visibility to authorized users
Comprehensive audit logging tracks all user actions
Data is encrypted in transit and at rest
No PHI is stored in client-side logs
Who can see my organization's data?
Only users who belong to your Clerk organization can access your data. Lilee enforces data isolation at the database level using Row Level Security. There is no cross-organization data access.
Can I export data from Lilee?
For bulk data operations, Lilee supports CSV and Excel imports for patients, providers, payers, and the high-dollar list. For document-level data, you can view and work with extracted information within the platform. Contact your administrator or Lilee support for specific export needs.
Technical
What browsers does Lilee support?
Lilee works best in Chrome, Edge, and Firefox. Safari is supported but may have minor visual differences. The platform supports both light and dark modes.
Is there a mobile version of Lilee?
Lilee is a responsive web application. While it includes mobile-aware design, the full multi-pane dashboard experience is optimized for desktop and laptop screens.
The platform seems slow. What should I do?
Try these steps:
Refresh the page
Clear your browser cache
Ensure you have a stable internet connection
If the issue is specific to a particular document, it may still be processing -- check the status indicator in the navigation bar
If the issue persists, contact [email protected].
Do not see your question? Contact [email protected].
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