Brightree WIP States: The Benefits of Automation

Brightree is the core operating system for many DME businesses. And one of its most important features - the Work-In-Progress (WIP) section - is both very helpful and deeply underutilized.

When configured correctly, WIP states give structure to your intake-to-billing pipeline. However, in practice, most teams still manage them manually, turning what should be a workflow engine into a glorified order holding tank.

Let’s walk through how WIP functionality works in Brightree - and the benefits of automation to enhance a potent yet downplayed tool.

Key Functionality: What Brightree WIP States Do

Brightree WIP states are status labels that track where an order sits in your operational process.

They help teams organize and prioritize work by:

• Grouping orders by phase (e.g. Review Intake, Awaiting Docs, Ready to Bill)
• Triggering different user queues or worklists
• Offering some visibility into what’s stuck or moving

In theory, each WIP state is tied to a specific action or requirement. Once the action is complete (say, insurance verification or documentation collection), the order should move forward to the following state. Seems simple enough, right?

How It Works: WIP Management in Action

Brightree lets you define custom WIP states based on your internal workflow.

For example, you can:

• Create a sequence of states that reflect your intake → fulfillment → billing pipeline
• Assign users or roles to each WIP queue
• Apply filters and views to prioritize orders by payer, product, or urgency

At its best, this gives your team a structured path to move each order from referral to reimbursement.

But here’s the catch: it’s all manual unless you bolt on automation. (Brightree offers a native automation option that can update shipping and delivery status in WIP from the data flowing from the shipping company.)

In general, though, WIP state changes rely on staff clicking the dropdown and choosing the next state. The system doesn’t “know” whether a document is truly in, or if an order is fully validated.

It just tracks what someone last clicked.

Best Practices for WIP State Configuration

If you’re using Brightree WIP states, make sure you:

• Map out your actual workflow first
• Use meaningful, action-oriented labels
• Assign ownership clearly
• Limit bottlenecks

Where Brightree WIP States Fall Short (Without Automation)

1. Manual Routing = Missed Steps
   Whenever processes rely on individuals, mistakes are bound to happen. If someone forgets to update the WIP state, for example, the order appears stuck - or worse, looks like it's ready to bill when it’s not.
2. No Built-In Business Logic
   Brightree doesn’t inherently know if an order is complete. It won’t auto-block progression if a required document is missing or a validation fails.
3. No True Exception Management
   Everyone sees the same queues, regardless of urgency or risk. This could result in your team spending time on easy orders while critical ones fall behind.
4. Can’t Scale Without More Staff
   As volume grows, your WIP queues grow with it. Without automation, that means hiring more people just to manage movement between states. In the current challenging job market, this could pose significant issues.

The Fix: WIP State Automation

WIP automation layers on top of Brightree (without requiring a system overhaul) and eliminates manual busywork and room for error.

Some benefits of WIP State automation include:

• Auto-moves orders based on document information validation, auto-insurance verification, and business rules
• Flags exceptions only when human review is needed
• Automates payer rules before billing
• Reduces touches so staff can manage by exception, not by habit

This turns Brightree from a status tracker into a true workflow engine, giving your team the capacity to scale without burning out.

Sound too good to be true? This is the reality for DMEs using DME Flow.

Bottom Line?

Brightree WIP states are a solid foundation. But without automation, they don’t solve the operational bottlenecks they’re meant to fix. If your WIP still depends on dropdowns and memory, it’s time to upgrade.