Training Agreement

This Training Agreement outlines both parties responsibilities in delivery and utilization of the Licensed Software. CollaborateMD ("CMD") reserves the right to update this Training Agreement periodically to ensure consistency with the Customer Software Agreement and to allow for operational efficiency, changes in workflows or otherwise.

Training Description

CollaborateMD (CMD) provides new and/or existing customers with instructor-led training sessions on the functional use of the Licensed Software. The instructor-led training sessions are conducted through live Webinars or through a one-on-one Web conferencing tool. All new customers are invited to register their trainee(s) for free training sessions in conjunction with their initial on-boarding.  The CMD training consists of five phases of training with a dedicated Training Specialist (TS). Successful on-boarding and all training sessions, unless waived, must be completed within 60 calendar days or less from the date of execution of the CSA by the customer, for all billing experiences (experts, intermediates, and novices).  Each training session can take up to 1-2 hours to complete, depending on the training tools and resources reviewed by the trainee prior to the scheduled call.  Additional training beyond the standard on-boarding process of 60 calendar days can be purchased at a per hour fee.

During your on-boarding you will be required to complete important steps pertaining to your training.  These include, but are not limited to, watching our training videos, leveraging Help Pages, setting up your practice(s) and provider(s), enrolling in electronic services (i.e. payer agreements), sending your first batch of test claims, having your claims accepted with limited to no rejections, posting payments, and running reports.  Throughout your dedicated training sessions, our Training Specialist will be available to answer all of your questions.

Successfully completing each of these important items will ensure your effective and efficient use of the Licensed Software to achieve your business goals and objectives. In addition, our training sessions foster the trainee(s) to become the training instructor for your business.  This allows your trainee(s) to become the Trainer for your Office Staff.  Once you've successfully submitted claims through the Licensed Software and you’ve successfully completed your five phases of training, or waived them, you will be turned over to our Support. It is recommended that you review the Support Agreement to ensure you are properly prepared for your transition at the end of your training. 


CMD offers various self-service training tools and resources on our Training website, at no additional cost, to each customer and their Office Staff throughout the lifetime of their account. This includes Help Pages, reference guides, training videos/modules, Webinars, solutions and a crowd-sourcing tool. This crowd-sourcing tool, called Idea Exchange, allows us to listen to the voice of the customer for future product and service enhancements that provide value to your business.

Roles & Responsibilities

CMD Responsibility

  • CMD provides training related to only the functional use of the Licensed Software. 
  • CMD is not responsible for providing any training related to coding, billing, or providing advice (including guidance) on how your payer(s) require your claims to be submitted or how payments are received. 
  • CMD has no obligation to provide training or service to customers that are not in good financial standing until payment has been received in full. 

Trainee and/or Business Owner Responsibility 

  • Business Owner understands they are responsible for appointing a dedicated Trainee during the on-boarding and training sessions.
  • Business Owner understands they are responsible for notifying CMD of any changes related to the Trainee.
  • Trainee and/or Business Owner understands they must refrain from contacting the Support department during training as they do not have permission to access your account during training. 
  • Trainee and/or Business Owner understand it is their responsibility to contact the Training Department with any questions or concerns they or the members of the Office Staff may have during training.
  • Trainee and/or Business Owner agree they are responsible for effectively leveraging our training resources and tools on our Training website to train existing and/or future Office Staff. 
  • If the Trainee and/or Business Owner attrits within the first 60 business days of training, and does not train the remainder of the Office Staff, additional fees will apply to ensure the successful completion of on-boarding and training. Note: The duration of training does not restart to 60 calendar days. Training must be completed on or before the original Estimated Training Completion Date.
  • Trainee and/or Business Owner understand the importance of being prepared for each scheduled call by having all tasks completed and all questions ready for their dedicated Training Specialist prior to the scheduled call. 
  • Trainee and/or Business Owner understand it is their responsibility to contact the payer(s) directly when seeking payer specific advice and/or payer questions pertaining to claims and/or payments.
  • Trainee and/or Business Owner understand it is their responsibility to leverage the license software and/or use their ConnectCenter account to check the status of their payer agreements.  In addition, it is their responsibility to contact the payer(s) directly when seeking payer specific advice and/or payer questions pertaining to their agreements.
  • Trainee and/or Business Owner agree that it is the responsibility of the Office Staff to properly manage their claims, claim rejections and Electronic Remittance Agreements (where applicable) once claims are submitted to the payer for processing.
  • Trainee and/or Business Owner understand that it is the responsibility of the Office Staff to properly manage their Accounts Receivables (AR) within and outside of CMD.

Cancellation & Rescheduling

Trainee and/or Business Owner understand the importance of keeping their scheduled calls to remain on track with their 60 calendar days of free training. Trainee and/or Business Owner must notify the Training Department within 24 hours in the event a scheduled call or training session needs to be rescheduled or canceled. Canceled and rescheduled calls will be rescheduled based on the availability of the Training Specialist. Note: Calls may be rescheduled 1 week out from your original scheduled call day depending on the Training Specialist availability.  In addition, additional training fees will be incurred if training is to be expedited due to a missed training session where proper notification was not provided 24 hours in advance.

Holds

In the event training is to be placed on hold, trainees must seek permission from the Business Owner prior to notifying their Training Specialist.  An account can only be placed on hold if and only if 30 days or more exist prior to the completion of your training. An account can only be placed on hold for up to 30 business days. All accounts placed on hold will continue to be invoiced for the CMD application although the account and training has been placed on hold. 

Contact the Training Department

Important: All users will be required to verify their 4 digit call-in PIN when contacting us for assistance.

Hours: Monday - Friday from 8:00 am until 5:00 pm EDT, excluding holidays.
Phone Number: 888.348.8457, Option 4
Email AddressTraining@CollaborateMD.com