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  • Why am I unable to modify the charges Status of my CPT/HCPC code on my claim? Most likely this is occurring because one of the CPT® or HCPC codes chosen on the claim is set up as an all-inclusive code in the Codes section. Setting ...
    Posted May 17, 2018, 2:54 AM by Angelique Belot
  • I locked myself out of Connect Center, what should I do? When attempting to log in to ConnectCenter, too many failed attempts will cause your account to be locked out. If this happens please contact support and request for your Connect ...
    Posted May 15, 2018, 2:47 PM by Angelique Belot
  • What's included in a Data Snapshot? Data Snapshot is a one-time or daily service provided by CollaborateMD which takes current data such as, patient demographics, codes, appointments, payers, provider list, facility, charge, etc. and captures ...
    Posted May 15, 2018, 2:51 PM by Angelique Belot
  • Why is the Current Payer column blank when searching Claim Follow Ups within the Control section? Within the Claim Follow Up tab of the Control section, the Current Payer column represents the claim's current payer and is based on the claim's current status. The ...
    Posted Apr 12, 2018, 5:30 AM by Tasha lesher
  • What should I do if I added a provider to the wrong customer account? If a provider and/or specific tax id was added to the incorrect customer account, please proceed with the following two steps:Add the provider to the correct customer.Inactivate ...
    Posted Mar 8, 2018, 1:15 PM by Tasha lesher
Showing posts 1 - 5 of 20. View more »


Why am I unable to modify the charges Status of my CPT/HCPC code on my claim?

posted May 17, 2018, 2:54 AM by Angelique Belot   [ updated May 17, 2018, 2:54 AM ]

Most likely this is occurring because one of the CPT® or HCPC codes chosen on the claim is set up as an all-inclusive code in the Codes section. Setting up a CPT® or HCPC  as an all-inclusive code will set all other charge statuses on the claim to Paid, preventing you from changing their status(s).

A code should be marked as all-inclusive when a procedure or service is included as part of a “more extensive” procedure or service provided at the same time. Meaning, specific services are linked together and bundled under one procedure code. 

To verify or disable this feature:
  1. Go to Codes > Billing & Procedure > Codes.
  2. Use the search field or click the Show All button to find the code you believe is set up as an all-inclusive code.
    Note: You may have to search for each code present on the claim.
  3. Under the Defaults tab, next to the Default Price, uncheck the box called, "This is an all inclusive code" to disable this feature.
  4. Click Save.
  5. Return to your claim and do one of the following:
    • Under the Charges tab, reselect the CPT code on the claim that was set up as the all-inclusive code.
    • Close and reopen the claim. 
    • Save and reopen the claim.
  6. Under the Charges tab, click the charge Status drop-down menu to change the status of each CPT code present on the claim
  7. When you're done, click Save.

I locked myself out of Connect Center, what should I do?

posted May 15, 2018, 2:46 PM by Angelique Belot   [ updated May 15, 2018, 2:47 PM ]

When attempting to log in to ConnectCenter, too many failed attempts will cause your account to be locked out. If this happens please contact support and request for your Connect Center username to be unlocked. 

Please be prepared to provide the support rep with your ConnectCenter Username.

What's included in a Data Snapshot?

posted May 15, 2018, 2:39 PM by Angelique Belot   [ updated May 15, 2018, 2:51 PM ]

Data Snapshot is a one-time or daily service provided by CollaborateMD which takes current data such as, patient demographics, codes, appointments, payers, provider list, facility, charge, etc. and captures (exports) a snapshot of the data.

The export includes the following datasets:

File Name Description
 ACTIVITY  Claims submissions and patient statement activity. 
 APPT     Appts on the schedular system.
 APPTTYPES      Appt types for scheduler.
 AUTHORIZATIONS  Patient authorizations.
 CHARGE  Line Item on a claim, CPT, Modifiers, and Prices.
 CLAIM  All info related to the claim including patient info and add info tab.
 CLAIM_ICD_CODE  ICD codes (9 and 10) stored on claims.
 CLAIMSTATUS  Accepted, Rejected - Same data that appears in Claim Tracking.
 CPTCODE   Personal List build off of master of CPT Codes.
 CREDIT  All Payments, Adjustments, and Account Credits for all Insurance and Patients.
 FACILITY  Facility demographic info. 
 ICDCODE  Personal List built off of master of ICD Codes. 
 INS_PARTIES  Insured parties on patient records.
 INS_POLICIES  Insurance policies on patient records.
 LOCATION  Practice Offices demographics info.
 PATIENT  Patient Demographics.
 PATNOTES  Patient Notes.
 PAYOR   Insurance Demographics.
 PRACTICE  Practice Demographics.
 PROVID  Provider ID as found in the Payer Section / Provider ID column.
 PROVIDER  Provider Demographics.
 REFERRING  Referring Demographics.
 REMITTANCE  Remittance codes used on a check when charges were applied.
 RESOURCE  Appointment scheduling resources.
 ICDPROC  ICD procedure codes related to Institutional / UB claims.
 ICLAIM  Claim Data related to Institutional / UB claims.
 INSCHECK  Insurance checks, Check #s, Date Posted (Details are to be found in file named "CREDIT").
 INVENTORY  Inventory list.
 REVCODE  Revenue  Code List.

Why is the Current Payer column blank when searching Claim Follow Ups within the Control section?

posted Apr 3, 2018, 1:33 PM by Tasha lesher   [ updated Apr 12, 2018, 5:30 AM ]

Within the Claim Follow Up tab of the Control section, the Current Payer column represents the claim's current payer and is based on the claim's current status. The following claim statuses will allow a payer to populate in this column:
  • Send to insurance via clearinghouse
  • User print and mail to insurance
  • Claim at insurance
  • Pending insurance
  • Appeal at insurance
  • Denied at insurance
If the claim is in any other status, the Current Payer column will be blank. 

What should I do if I added a provider to the wrong customer account?

posted Mar 8, 2018, 1:15 PM by Tasha lesher

If a provider and/or specific tax id was added to the incorrect customer account, please proceed with the following two steps:
  1. Add the provider to the correct customer.
  2. Inactivate the provider within the incorrect customer. 
If when adding the provider to the incorrect customer a Tax ID Add-On fee was assessed, it is recommended that the Authorized Rep on the account submit a credit request for reimbursement. Note: The original submitter id will be terminated if no other providers are affected. Any agreements will need to be re-completed in the correct customer for electronic services. 

Why is my payer requiring a 9-digit zip code?

posted Feb 16, 2018, 10:31 AM by Tasha lesher

The software does not require that payers have a full 9-digit zip code, however, if you have selected or populated information under Use alternate practice info, the alternate practice information does require a full 9-digit zip code to be entered in order to save the payer. 

If you receive the below pop up upon clicking Save in the open payer, alternate practice information has been entered. 

In order to save the payer, complete one of the following options.

Option 1: Populate the full 9-digit zip code
  1. Click OK on the pop up.
  2. From the open payer window, scroll down to the Use alternate practice info area and populate the full zip code in zipcode field. 
Option 2: Remove alternate practice information
If alternate practice information is not needed on the claim, follow these steps.
  1. Click OK on the pop up. 
  2. From the open payer window, scroll down to the Use alternate practice info area.
  3. If necessary, check the box to Use alternate practice info in order to see the associated address box.
  4. Remove all address information populated in the fields.
  5. Uncheck the Use alternate practice info box.
  6. Click Save

    How to Manage Self-Pay Patients (with Payment Plans!)

    posted Jan 5, 2018, 2:23 PM by Amanda Negron   [ updated Apr 24, 2018, 11:11 AM by Angelique Belot ]

    Before rendering services it is recommended that you create and agree to a contract with the patient if they will be paying out of pocket, especially if payments will not be made up front, at the time of service. To see a sample agreement for patients with Payment Plans under the Misc Templates folder, click here.


    Step 1: Setting Up the Patient

    There are multiple options for setting up the patient within CollaborateMD and each option comes with its own set of advantages and disadvantages. Review both options below to determine which makes the best sense for your business.

    Option 1: Set the Patient Type to Self Pay

    Advantages of using this option include that it automatically sets all charges for the patient to the status of Balance due Patient and the setup includes one (1) step. However, this option does not work with interfaces, so if you have an EMR partner that is the patient master you will not be able to use this option.


    If you choose this option, complete the steps below in order to change the patient’s type:

    1. Go to the Patient section

    2. Add a New Patient or search for an existing patient

    3. On the Patient tab, use the Type drop-down to select Self Pay

    1. Once satisfied with all information, click Save

    Option 2: Add “Self Pay” Payer

    Advantages of using this option include being able to see the data on per payer reports and the benefit of working with interfaces. However, this option does require additional setup both one-time and per patient.


    If you choose this option, complete the steps below in order to add the payer & associate to the patient in CollaborateMD.


    Step 1.1 - Payer Setup - Create the Payer

    1. Add the payer as a Paper Payer called “Self-Pay” or whatever you prefer

    information.gif

    Recommended Payer Settings (see image below):

    • Name: Self Pay or Cash Pay

    • Payer Type: Self Pay

    • Default Billing Status: Due Patient

    • Server Processing Mode: Do not send claims to the clearinghouse for processing

    • Address: Practice address


    Step 1.2 - Patient Setup - Associate the Payer to the Patient

    Add the patient as normal and then link the patient to the self-payer payer with any fake Member ID. Most accounts using this option use the Member ID of all 0’s or 1’s or “1234”



    warning.gif

    You can also set the patient’s Account Type to “Self-Pay” for reporting purposes


    Step 2: Create/Add Charges (Optional)

    While this step is not required in order to create a payment plan for the patient, it is recommended that you document the services provided to each patient, including those paying out of pocket. However, you do have the option to complete this step at a later time. If you would like to complete at this time, you have two options for adding charges to the patient’s account.

    Option 1: Create a Claim with Charges

    Depending on your current office workflow, this should follow your normal claim creation process, whether using an interface or manually entering claims into CollaborateMD. If you are manually creating claims, use the links below to assist you with the claim creation process.

    Option 2: Add Debits to the Patient Account

    This option is typically used if you do not want to create claims for self-pay patients or patients are purchasing some service that is not a CPT/HCPC/Revenue code, such as a fee for requesting medical records. In order to use this option, you must complete the following steps:

    Step 2.1 - One-time setup - Create the Debit Code

    warning.gif

    There are really no rules with debit codes since they are entirely made up by the practice. Just make sure the Type is set to Debit.


    Step 2.2 Patient setup - Add the Debit to the Patient

    Step 3: Create the Payment Plan

    Whether you added charges to the patient or not, the next step is to create the payment plan. This not only defines how much the patient owes but also the schedule for when balances are owed to the practice/provider.

    Step 4: Send Statements

    Once you have begun creating payment plans, you’ll probably want to send statements to those patients so they know how and when to pay the practice/provider. Even if you already use statements with CollaborateMD, you will need to set up the specific statements you would like to use for payment plan installments. Click on the appropriate link below for the type of statement you wish to send to patients with payment plans.


    1. Configure Automated Patient Statements (additional fees may apply)

    2. Configure Enhanced Patient Statements (additional fees may apply)

    3. Configure Plain Text Patient Statements (free)

    Step 5: Track Outstanding Balances

    Once all the setup is complete and you have determined how your office will handle self-pay patients, it is time to track their outstanding balances. There are multiple ways you can track these balances within the application and you may find that you use all of these options, or just one, depending on your preferences.

    Option 1: Add it to your Dashboard

    Your dashboard is the area you see immediately upon login with all the graphs. You can create or modify dashboards to include other items that are important to your role and/or your business, like the Payment Plan Balances gadget. You can either create a new dashboard or modify an existing dashboard.


    Don’t forget to share this dashboard with other users who may need to track these balances.

    Option 2: Run the Report

    If you are looking for a more detailed breakdown of patients and their due balances, you also have the option of running the Payment Plan Balances report within the Reports section.

    Option 3: Create your own Report

    If our standard options don’t give you what you’re looking for, please feel free to build your own report that meets your needs using the payment plan fields available within the Report Builder area.


    If your plan does not include the Report Builder, please request for a CollaborateMD expert to build your report for you by ordering a Custom Report.

    How can I verify which Java version I currently have?

    posted Oct 11, 2017, 8:42 AM by Amanda Negron   [ updated Nov 6, 2017, 6:40 PM by Angelique Belot ]

    If you are not running the latest version of Java, it is highly recommended you use the resources below or go to the www.java.com website to update or install Java
    Note: This FAQ applies to Platform(s): Mac OS X, Windows 10, Windows 7, Windows 8, Windows Vista, Windows XP, macOS and Java version(s): 7.0 and 8.0.

    Windows:
    1. Go to and launch the Window Start menu. 
    2. Click on Programs or All Programs.
    3. Find the Java folder in the listing. Note: If you're unable to locate the Java folder, please use your Search field options. 
    4. Click About Java to see the Java version. 
    5. If you need to install or upgrade Java, use How do I manually download and install Java for my Windows computer?


    Mac:
    1. Click on the Apple icon on the upper left corner of the screen. 
    2. Go to System Preferences
    3. Click on the Java icon to access the Java Control Panel to see the Java version. 
    4. If you need to install or upgrade Java, use How do I manually download and install Java for my Mac?


    Resource:
    Java Downloads for All Operating Systems

    How do I properly set a patients account to Collections?

    posted Aug 28, 2017, 2:23 PM by Amanda Negron   [ updated Aug 31, 2017, 11:48 AM by Angelique Belot ]

    Step 1 – Change the Patient Account Type:


    1. Go to the Patient section and open the applicable patient.
    2. Change the Type drop-down to Collections.

    Step 2 – Enter the Collection Date and Reason:


    1. While in the patient record, go to the Patient Billing tab.
    2. Select the Collections sub-tab.
    3. Enter the Collection Date you are setting the patient to collections.
    4. Enter the Reason you are sending the patient to collections.
    5. Click on the Save button.

     

    Step 3 – Change the claim Status


    1. Go to the Claim section and search for the patient
    2. Open the claim you would like to make edits to.
    3. Go to the Charges tab.
    4. Change the Status drop-down for the charges to “Balance Due Patient” or “Collections”.
    5. Click on the Save button.

     

    Step 4 – Run the Collections report


    1. Go to the Reports section.
    2. Search for the “Patient at Collections” or the “Charges at Collections” reports.

    These reports show all patients and/or charges that are set to Collections. If any customization needs to be made to the report, please reference the Report Builder Help Page for instructions on how to build a custom report.

    Communication Preferences

    posted Jul 31, 2017, 9:33 AM by Tasha lesher

    User Communication Preferences:


    • How do Preferences work?

      • Users will be able to control the type of communications they wish to receive from CollaborateMD as well as their communication methods.

    • What can an Auth Rep, Admin, and User see?

      • They will all see the Communication Types available based on their User Type and permissions. You can reference the Communications Type Guide for more information.

    • Are there any communication methods a user cannot turn on?

      • Yes. Methods that are not available for a communication type will be grayed out.

    • If a user replies to the Text or CMD Message communication, who in CollaborateMD will receive the message?

      • The messages will not be delivered to anyone. Please contact CollaborateMD directly if you wish to speak with someone in regards to your notification.

    • Why isn’t the user able to change the Time Zone for the text message delivery?

      • The time zone set by the administrator when configuring the Notification Settings for the patient (Admin section) will be set to the timezone for the users as well. This is the Admin or Auth Rep’s decision.

    • What will happen if a user does not have a current email and has the defaulted communication type for Email enabled? How will the user know to populate the email at this point? Will they get an alert for the communication type not being able to send?

      • When the user signs into CollaborateMD after upgrading, the application will prompt the user to enter their email address. The user will not receive communication about a notification not being sent to them.


    Patient Communication Questions:

    • How do patient notifications work?

      • Users can configure the notifications available to send to patients.

    • Can a patient be sent a notification without having the Payment Portal enabled?
      • No, the online patient Payment Portal will need to be enabled in order to send patient notifications.
    • What are Data Tags?
      • They are predefined variables used to auto populate values related to the patient within your message. For example “The patient balance is <Patient Balance>.” The results when the notification is sent out will show “The patient balance is $5.35”. The tags are inserted by right clicking on the text field and selecting the desired tag.
    • How will my staff know what notification options the patient has selected within the Payment Portal?
      • CollaborateMD users can only see the notification method the patient has selected to receive (i.e., Email or Text message). This can be viewed within the Patient section > Patient Billing tab. Users, however, will not be able to see the types of notifications selected for the patient to receive (i.e., New Balance, Payment Confirmation, Payment Plan Installment).


    General Communication Questions:

    • Why did CollaborateMD introduce these new options for communications?

      • There are several reasons why this project is important to CollaborateMD:

        • We wanted to give our customers control over how they interact with their patients. A tight feedback loop for communication is very good for the business.

        • With our new Payment Plan option, there was a need to make patient communications customizable and automatic.

        • There was previously no way for our customers to opt out of receiving communication from CollaborateMD. We have now made it possible for each user to customize the communications that are important for them.

    • Is this included in all Plans?

      • This feature will be included on Plans 3 & 4, however, unlimited patient notification text reminders will only be available on Plan 4.  Please see the Medical Practice Pricing sheet for more information. Billing Services will have to pay for both the IPP feature and the text message charges. Please note, phone carrier prices may also apply.

    • Will my staff and patients need to opt-in to receive text messages?

      • When the staff member checks the box under the User Profile tab to “Allow CollaborateMD to send text messages”, this is their way to opt-in. Patients MUST opt in to text messages with their provider to receive them.

    • What if a member of my staff or patient never received the notification, how can this be tracked?

      • Users will need to contact the Support Department to investigate this further.

    • Will there be auditing capabilities of when a staff member subscribes or unsubscribes from communication?

      • No.

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