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Claim Attachments FAQs


Contents

  1. 1 Is an agreement required for each attachment payer?  
  2. 2 What is the normal turnaround time for once the registration request is made?
  3. 3 Can multiple submitter numbers be associated to one attachment username?
  4. 4 What is our Vendor and Billing information so that we can enter into the fields for registration?
  5. 5 What if my submitter has more than one NPI associated to the tax ID authorized for Change Healthcare Comp Billing?
  6. 6 Once a username is created can it be modified in any way or deleted?
  7. 7 Does RH send confirmation once the user registration is complete?
  8. 8 What happens if a username is disabled due to too many failed attempts?
  9. 9 Who is the first and last name supposed to be when registering a username?
  10. 10 Can attachment claims be dropped to paper and if so what's the cost and how will I know?
  11. 11 If I have more than one username linked to 1 submitter will all usernames have access to the same attachments?
  12. 12 How long does it take faxed documents to appear on the RelayAssurance Attachment site?
  13. 13 How long does it take claims to be submitted to the RAA site? Is it available on the site as soon as the claim is captured by the clearinghouse?
  14. 14 If a user does not find their payer on the master payer list, does the customer follow the same New Payer Connection Request form?
  15. 15 How long does a user have to wait before they can log into the RAA site to manually associate a claim?
  16. 16 Do providers have the option to print the claim and attachment from the portal?
  17. 17 What are file types accepted when uploading attachments?
  18. 18 What if the bill has been sent onto the payor prior to a second attachment being uploaded?
  19. 19 How often are reports sent to communicate the status of the bill and the attachment?
  20. 20 Are bills held for five business days or five consecutive days?
  21. 21 When an attachment is uploaded after 3:00 PM on the 5th day, should the bill be sent again to associate to the attachment?
  22. 22 Should an attachment be uploaded by 3:00 PM to allow for same day submission to the payor?
  23. 23 How will the destination payer be identified to allow posting of Electronic Remittance Advice (ERA)?
  24. 24 What if the bill arrives on the web site prior to the attachment being uploaded or the attachment arrives prior to the bill being uploaded?
  25. 25 What internet browsers can be used for RelayAssurance Attachments?
  26. 26 Is there a character limit on the attachment file name?

Is an agreement required for each attachment payer?  

No, there are only 2 agreements for claims; Professional and Institutional. Please complete the agreement most relevant to your practice.

What is the normal turnaround time for once the registration request is made?

The entire enrollment process can take up to 5-7 business days depending on the user. The first notification is delivered within 2 business days.

Can multiple submitter numbers be associated to one attachment username?

No. Only one submitter can be associated to a RelayAssurance username

What is our Vendor and Billing information so that we can enter into the fields for registration?

009207

What if my submitter has more than one NPI associated to the tax ID authorized for Change Healthcare Comp Billing?

As long as the NPI’s are authorized to submit claims to the attachment payers for the submitter ID, all attachments and claims, regardless of the billing NPI, can be managed under one username.

Once a username is created can it be modified in any way or deleted?

No. Once a user it cannot be deleted nor can the username be changed.

Does RH send confirmation once the user registration is complete?

Yes an email is sent with a temporary password allowing access to the RelayAssurance site.

What happens if a username is disabled due to too many failed attempts?

The password must be reset using the self-service ‘Forgot Password’ tool on the RelayAssurance site.

Who is the first and last name supposed to be when registering a username?

Preferable the provider or a provider contact person.

Can attachment claims be dropped to paper and if so what's the cost and how will I know?

Claim delivery is based on the payers billing requirements. The Claim Type will be denoted within Claim Tracking when tracking the status of submitted claims. The cost for paper or electronic attachment claims will not change. Visit our Detailed Pricing on our website for more information.

If I have more than one username linked to 1 submitter will all usernames have access to the same attachments?

Yes

How long does it take faxed documents to appear on the RelayAssurance Attachment site?

The faxes can be created as soon as the claim gets on the portal. The claims will be held in a pending status at Change Healthcare for a period of five business days until faxes are received. Reports are sent on a daily basis until the fax is received. The fax number is provided on the fax cover sheet form. Faxes received will be matched to corresponding bills and sent on to the destination payer.

How long does it take claims to be submitted to the RAA site? Is it available on the site as soon as the claim is captured by the clearinghouse?

Claim files submitted to Change Healthcare are sent Monday-Friday at 1:00 PM CST into the RAA portal site. Claims submitted prior to 1:00 PM CST Monday-Friday will process same day into the portal. Claims submitted after 1:00 PM CST will be sent to the portal in the next processing time. We do not process to the portal on weekends.

If a user does not find their payer on the master payer list, does the customer follow the same New Payer Connection Request form?

No, simply contact our support team so we can open contact EDI to see if a connection can be established. Support will need the payer name, payer ID and payer address in order to research with EDI.

How long does a user have to wait before they can log into the RAA site to manually associate a claim?

They will be able to manually attach their claim documents as soon as the claim processes into the portal.

Do providers have the option to print the claim and attachment from the portal?

No.

What are file types accepted when uploading attachments?

File types accepted are .gif, .jpeg, .pdf, and .tif. The file extension is not necessary when including the file name in Loop 2300 PWK06 and the file names are not case sensitive.

What if the bill has been sent onto the payor prior to a second attachment being uploaded?

This is considered an orphan attachment. Best practice is to manually send the attachment to the destination payer. Resending the bill with the second attachment could result in a rejection by Change Healthcare  or the payer as a duplicate bill

Can one attachment be associated to more than one bill?

Yes. An attachment can be associated to multiple bills by selecting the check boxes next to the uploaded bills.

How often are reports sent to communicate the status of the bill and the attachment?

Daily or until the bill and/or attachment are sent to destination payer.

Are bills held for five business days or five consecutive days?

Five business days

When an attachment is uploaded after 3:00 PM on the 5th day, should the bill be sent again to associate to the attachment?

Best practice is to manually send the attachment to the destination payer. Resending the bill could result in a rejection by Change Healthcare or the payer as a duplicate bill.

Should an attachment be uploaded by 3:00 PM to allow for same day submission to the payor?

Yes

How will the destination payer be identified to allow posting of Electronic Remittance Advice (ERA)?

The destination payer ID will be returned in the file. (Loop 2010BB REF01 = 2U; REF02 = destination payor ID).

What if the bill arrives on the web site prior to the attachment being uploaded or the attachment arrives prior to the bill being uploaded?

A bill will remain on the web site for 5 business days waiting for an associated attachment. An attachment will remain on the web site until it is associated to a bill or it is deleted by the user.

What internet browsers can be used for RelayAssurance Attachments?

Internet Explorer IE 7 and IE 8 are supported and IE 8 is recommended. Firefox is supported but users may experience some visual artifacts.

Is there a character limit on the attachment file name?

Yes, attachment file names should not exceed 49 characters.