URGENT CARE
Register, Treat, Code, and Turn the Room
GlaceEMR and GlaceRCM built for the walk-in: online check-in, a live tracking board, fast-track templates, and S-code logic that locks the right modifier, billed at a percentage of collections with no base fees, backed by 95%+ first-pass claim adjudication and 99%+ collection of payer-allowed amounts*.
*Of payer-allowed amounts.
WHAT WE HEAR FROM URGENT CARE OWNERS
The Chart Was Built for a Scheduled Visit
Urgent care is a volume business with a clinical conscience, and the chart most centers run was built for a continuity practice or a hospital ED, never the walk-in. Four pains come up in the first thirty minutes of nearly every discovery call.
Door-to-discharge keeps creeping up
Registration takes too many clicks, the chief complaint sits in a free-text box, and the procedure note is a long narrative. The competitive moat of urgent care is throughput, and the chart pulls against it all shift.
Modifier-sensitive billing leaks
S9083, S9088, the -25 when an E/M sits beside a procedure, the POC testing CPTs. A typical center leaves five to eight percent of net revenue underbilled because the chart never surfaces the right code at the right moment.
Occupational runs on a separate planet
DOT physicals, pre-employment drug screening, and workers’ comp have their own forms, rules, and follow-up calendars. The occupational line is often twenty to thirty percent of revenue, and it cannot run as an afterthought.
Check-in and reporting are bolt-ons
Online check-in and the wait-time display carry a third-party logo and drop fields between systems. Multi-location reporting is a brittle spreadsheet, cold by the time the data is clean enough to act on.
And the cost of all that fragmentation lands twice: the provider who started a 2 PM shift is still charting at 11 PM, and the software bill keeps growing for a check-in tablet, a wait-time display, a telehealth tool, a portal, an occupational module, and an HR system that should have been one product.
GLACEEMR FOR URGENT CARE
An EHR Built for the Walk-In
GlaceEMR is ONC-certified, with 30+ years of company history behind it, and urgent care receives it preconfigured. Fast-track templates, point-of-care integration, procedure notes, and occupational workflows are live from your first login, so onboarding teaches your team to use the chart, not to build it.
Chief-complaint-driven fast-track templates
Enter the complaint at registration and the right note opens instantly: URI, UTI, pharyngitis, otitis, influenza, COVID, sprains, lacerations, burns, abscess, pediatric croup. Each template is shaped for fast capture at the bedside, so the visit finishes as the patient is discharged.
Real-time tracking board
One view surfaces patients awaiting registration, in room, awaiting results, in procedure, ready for discharge, and ready for room turnover. Room turn and wait times become a managed, visible flow. Your charge nurse sees the lobby on one screen and the front desk knows when to update the wait-time display.
Point-of-care test integration
Rapid strep, rapid flu, COVID, mono, urinalysis, pregnancy, and POC glucose flow straight into the chart, attached to the ordering complaint, with abnormal values flagged in the tracking view. No paper, no re-key, and the CPT 87880 with the -25 on the parent E/M lands cleanly on the claim.
Procedure documentation as discrete data
Suturing, splinting, abscess I&D, foreign-body removal, and burn debridement capture technique, anesthetic, and supply as structured fields. The CPT 12001-12013 repairs, 10060/10061 for I&D, and the 29105 splinting series populate from the data, with a native body diagram for injury mapping.
Occupational and DOT workflows native
DOT physicals, drug screening, work-injury evaluation, return-to-work, and workers’ comp run as first-class workflows, not bolt-ons. Employer-direction-of-care, billing-to-employer rules, and chain-of-custody for drug screening are in the chart, with the record separation occupational lines require.
Pediatric weight-based dosing and plain films
Weight-based pediatric dosing is calculated, not looked up, with antibiotic and analgesic favorites for the common acute mix. Plain films for the ankle, wrist, chest, and C-spine read inside the chart through integrated PACS and DICOM, with the over-read attached to the visit.
eRx with EPCS and antibiotic stewardship
Surescripts e-prescribing with EPCS, Id.me identity proofing, and PDMP in the workflow rather than a separate tab. Stewardship logic, interaction, and allergy checks fire at the point of order, with a Drug Cost Comparator so the family does not return tomorrow over a pharmacy price they cannot pay.
Escalation, transfer, and 60+ lab interfaces
When a presentation exceeds scope, the escalation pathway documents red flags, disposition, receiving facility, and handoff as structured data, not a free-text afterthought. Quest, Labcorp, and 50+ hospital and reference labs connect for send-out work, with abnormal values flagged on the tracking board.
200+ reports plus a real report builder
Visit volume, wait time, room turn, POC and procedure capture, revenue per visit, and payer mix, by location, provider, shift, and hour. Need a multi-location comparison for an owner meeting tomorrow? Build it in the report builder UI yourself. No consulting fee, no analyst, no week of waiting.
Included with GlaceEMR vs usually an add-on
When you price out an urgent care platform, count what is included before you compare the headline number. The rows below are upsells or separate vendors almost everywhere else, each with its own renewal date and its own price increase every twelve months. They ship with GlaceEMR.
| Capability | Most platforms | GlaceEMR |
|---|---|---|
| Online check-in and wait-time display | Third-party vendor | Included, branded to you |
| Self-check-in kiosk, English and Spanish | Add-on license | Included |
| Native iOS and Android apps for providers and staff | Mobile-web only | Included |
| Telehealth, PACS, and DICOM viewer in the chart | Separate logins | Included |
| GlaceOffice administration suite (HR, PTO, inventory) | Separate subscription | Included, free for clients |
| Multi-location, multi-provider, role-based access | Per-location upcharge | Included |
Grow from one site to twenty across a metro on the same platform, with no per-location upcharge. Open a satellite next quarter and the chart, the tracking board, the kiosk, and the wait-time display all work the same way Monday morning. Everything runs on HIPAA-compliant infrastructure with a single-tenant database per practice and LUKS encryption at rest in production.
DOOR TO DISCHARGE
One Flow, Tracked End to End
Online check-in pulls demographics before the patient walks in, the tracking board rooms them, the fast-track template and POC results carry the visit, GlaceIQ surfaces the codes and modifiers for your review, and the room is clean and back in service inside an hour. Door-to-discharge under 60 minutes is what the chart is engineered around, and the throughput report tells you the truth every shift.
GLACERCM FOR URGENT CARE
A Billing Service That Knows the Urgent Care Code Mix
GlaceRCM bills your claims in your EMR or ours, charged at a percentage of collections with no base fees and no monthly minimums. We would rather run it on our platform, where the scrubber sees the full chart, but if you are staying on your EMR our billing team works your claims there. The service is built for episodic and POS-20 coding, the S-code logic urgent care depends on, and the occupational, workers’ comp, and self-pay lines that ride alongside insurance.
95%+
First-pass claim adjudication. Most urgent care claims pay on the first submission, with no rework and no calendar lost to denial follow-up on codes that should have gone clean.
99%+
Collection rate of payer-allowed amounts*. The dollars the payer contractually owes you actually arrive, because we work the queue to resolution instead of writing off at 90 days.
$0
Implementation fee, setup charge, and monthly minimum. We get paid when you get paid, so our interests and yours line up from the day the contract is signed.
*Of payer-allowed amounts.
S-code and modifier discipline at the line
S9083 global codes, S9088 after-hours add-ons, and the -25 modifier are in the scrubber. The -25 triggers as a suggestion when a procedure lands on an E/M encounter, and modifier discipline by location and provider is visible on the dashboard, so the owner can coach rather than fight a denial fire-drill.
Occupational, workers’ comp, and self-pay
Occupational records carry the employer-direction separation, workers’ comp routes to the carrier on the right state form, and self-pay receipts capture at the kiosk. The dashboard breaks out commercial, Medicare, Medicaid, workers’ comp by carrier, no-fault, occupational, and self-pay as separate lines.
Denials worked, undercoding caught
We do not drop a denial at 90 days. Every claim is tracked through appeals to resolution, and a write-off happens only when you sign off. The Undercoding Detector flags 99202s that should have been 99203s based on documentation, so the chart pays what the visit actually was.
A named billing specialist
A dedicated account manager who knows your state’s payer mix, the codes you bill, your top denials, and your occupational carriers. Not a ticket queue, not an offshore call center. They know your group by name within a month of go-live, across every location you run.
Percentage of collections, no base fees. Provider credentialing, payer and workers’ comp carrier enrollment, prior auth, patient statements, and a US-based billing call center are part of the service, not separate line items. Your patients call our team about a balance, not your front desk, and the reconciliation that used to take a Friday afternoon now closes inside the daily posting routine.
AI AND PATIENT ENGAGEMENT
The Documentation, the Coding, and the Phones
Every AI capability is a suggestion you review and select. Notes wait for your signature and codes wait for your approval before either reaches a claim, so the clinical judgment stays with you every time. The AI is built on HIPAA-compliant infrastructure from Amazon, Google, Anthropic, Deepgram, ElevenLabs, and other enterprise AI providers, with multi-vendor architecture that preserves operational redundancy.
GlaceScribe
Ambient notes that finish the HPI and exam at the bedside, so the provider closes the chart before walking the patient out instead of catching up at 11 PM. Up to four speakers, in person or telehealth, English and Spanish patient-facing. Charting finishes when the visit finishes.
GlaceIQ
30+ AI features tuned to the walk-in: ICD-10 and CPT suggestions at signing, the -25 prompt when a procedure rides an E/M, undercoding detection, and per-code reimbursement at charge entry. You review and select each one before it touches a claim.
GlacePhoneSmart
An AI phone agent answers as your practice in English or Spanish, fields the wait-time and hours calls that bury the front desk on Saturday morning, accepts payments over the phone, and surfaces voicemail summaries, so the closing shift is not also a call center.
A practice-branded portal, online check-in, kiosk, SMS, and email round out the stack, with English and Spanish on every patient-facing surface. The patient on a phone sees current wait times across your locations and reserves a slot before driving over, the check-in screen they fill out populates the chart, and the Spanish-speaking parent with a sick toddler does not need an interpreter to enter a name and a date of birth. The first impression on Saturday morning is yours, not a third-party logo.
SWITCHING IS EASIER THAN YOU THINK
Coming From Another EMR
Most urgent care groups we onboard are leaving a horizontal platform that was never built for the walk-in or a niche product the parent vendor stopped updating. Implementation is $0, data migration is included, and your account manager runs the move and stays your account manager after go-live.
DAY 1
A chart that already looks like yours
You log in to migrated history, problem lists, prior procedure records, and your occupational and workers’ comp file separation, with your fast-track templates, smart phrases, DOT physical form, and aftercare library wired in. EMR go-live happens in under one week. The first few visits run slower; by the end of the first shift your hands start to remember where everything lives.
DAY 30
Charting faster, claims flowing
You are charting faster than on the old system because the templates match the walk-in, and GlaceScribe carries the HPI at the bedside. Your first month of S9088, after-hours, and -25 capture has rolled into clean claims, the online check-in is live, the wait-time display is updating, and weekend volume is migrating off the clipboard onto the kiosk.
DAY 90
The switch starts paying for itself
Your first quarter’s dashboard shows cleaner claims, faster posting, S-code add-ons captured at the line, and modifier discipline by location. Occupational and workers’ comp run on the same platform as insurance, door-to-discharge is trending down, room turnover is up, and the multi-location dashboard tells the owner where the next staff hire should go.
Data migration covers historical records, documents, images, problem lists, medications, allergies, occupational records with employer-direction tags preserved, and outstanding orders, handled by Glenwood from your prior vendor’s export in 2 to 5 business days. The RCM transition runs 4 to 8 weeks with payer, workers’ comp, and occupational enrollment in parallel, and we recommend a 30-to-90-day overlap with your previous vendor across all locations. Glenwood has been independent and privately held since 1994, when our founder helped his physician wife acquire a private practice in Connecticut: 30+ years in market, no outside investors. Support runs 7:00 AM to 8:00 PM Eastern on weekdays, with 24×7 on-call coverage for urgent issues, so the closing provider with a chart problem at 10:30 PM still reaches a person.
WE KNOW YOUR CODES
We Have Billed Your Mix Before
You already know your codes. We have built the workflows, the scrubber rules, the documentation prompts, the modifier logic, and the denial templates around them. The list below is the short version of what runs every day inside the platform for an urgent care center, billed under POS 20:
- 99202-99205, 99212-99215: office E&M, new and established
- S9083, S9088: urgent care global, and after-hours facility add-on
- -25 modifier: significant E/M with a procedure on the same day
- 12001-12018, 13100-13160: simple and intermediate laceration repair
- 10060, 10061: abscess incision and drainage, simple and complex
- 29105-29515: splinting (shoulder, elbow, wrist, knee, ankle)
- 87880, 87804, 87811, 81002/81003: rapid strep, flu, COVID, urinalysis
- DOT physical and occupational: 99203/99204 with employer-direction-of-care lines
QUESTIONS WE HEAR EVERY WEEK
Urgent Care FAQ
Short answers below; the longer conversation happens on the demo. Tap any question to expand the answer.
Can GlaceEMR keep our door-to-discharge under 60 minutes?
That is the design goal of the platform. Online check-in pulls demographics, consents, and the chief complaint before the patient walks in. The tracking board surfaces who is waiting, in room, awaiting results, and ready for discharge. Fast-track templates open the right note instantly from the complaint, POC results pull straight into the chart, and the procedure note assembles from discrete data rather than a free-text narrative. GlaceScribe finishes the HPI and exam at the bedside, so the provider closes the note before walking the patient out. The throughput report on your owner dashboard tells you the truth every shift, by provider and by location.
Does GlaceRCM handle S9083, S9088, and the -25 modifier cleanly?
Yes. The S-code logic is core to how the urgent care RCM configuration ships. S9083 global codes, S9088 after-hours add-ons, and the after-hours modifier rules are in the scrubber. The -25 modifier triggers as a suggestion when a procedure CPT lands on an encounter with an E/M, and the documentation prompt asks for the supporting language at chart close. Modifier discipline by location and provider is visible on the dashboard, so the owner can see which provider is leaving the modifier off and address it as a coaching conversation rather than a denial fire-drill. The Undercoding Detector flags 99202s that should have been 99203s based on documentation, so the chart pays what the visit actually was.
Can we run occupational, workers’ comp, and self-pay on the same platform?
Yes, and on the same chart. Occupational records carry the employer-direction-of-care separation, workers’ comp claims route to the carrier on the right state-specific form, and self-pay receipts capture at point of service through the kiosk. DOT physicals run on the certified examiner form template inside the same chart that does the URI down the hall. The billing dashboard breaks out commercial, Medicare, Medicare Advantage, state Medicaid, workers’ comp by carrier, motor-vehicle no-fault, occupational, and self-pay as separate lines. Each line has its own credentialing, its own scrubber rules, and its own denial worklist; the single chart and single platform mean the work happens once.
Is GlaceScribe HIPAA-compliant, and where does the AI run?
Yes, fully HIPAA-compliant. GlaceScribe runs on HIPAA-compliant AI infrastructure from Amazon, Google, Anthropic, Deepgram, ElevenLabs, and other enterprise AI providers, all under business associate agreements. The multi-vendor architecture preserves operational redundancy, so a single upstream incident does not stop your visits. Up to four simultaneous speakers are supported, English and Spanish patient-facing, and all coding and order suggestions surface for your review before any signing. Nothing reaches the chart until you approve it, and nothing carries your signature until you sign it. Audio is processed in transit, the resulting note is stored in your single-tenant chart database with LUKS full-disk encryption at rest in production, and the data never trains a shared model that mixes your patients with anybody else’s.
What does GlaceRCM pricing actually look like, and can we keep our EMR?
You pay a percentage of what we collect, with no base fees, no implementation charges, and no monthly minimums. The exact percentage depends on your code mix, your payer panel, your occupational and workers’ comp share, your location count, and your visit volume, and you will have it after a 20-minute discovery call. We would rather run the full bundle, where the billing quality depends on a tight integration with the chart, and about 98% of Glenwood clients choose that path. But we are flexible: if you want to keep your current EMR, our billing team will work your claims in your EMR or ours. You will not see surprise line items for credentialing, denial follow-up, prior auth, statements, the multi-location dashboard, or the call center your patients use, because all of that is part of the service.
How long is implementation across multiple locations?
You go live on the EMR in under a week per location, and we handle your data migration in 2 to 5 business days so your staff does not have to clean charts. The RCM transition runs 4 to 8 weeks alongside payer, workers’ comp carrier, and occupational account enrollment. Provider and staff training is delivered in pieces around real clinic, not a multi-day block that forces you to close a location: a focused core clinical session, then targeted follow-ups for occupational, telehealth, and the AI tools. Every role gets unlimited online training during onboarding, with continued access for new hires later. We recommend a 30-to-90-day overlap with your previous vendor while the new platform proves itself across all sites, and the account manager who runs your migration is the same one who picks up the phone in month six.
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[Physician Name, MD]
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If you run adjacent lines, see how GlaceEMR runs family medicine, occupational medicine, pediatrics, and orthopedics.
See What Glenwood Can Do for Your Practice
A 20-minute working call. We show you the platform on your specialty’s actual workflows, not a generic demo.