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Interface FAQs

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General Interface FAQs

How do I identify claims that come over to CollaborateMD through the interface?

You can easily see if the interface messages were received successfully and if CollaborateMD was able to find an existing patient, create a new patient and generate a claim via the Interface Tracking tab of the Control section. Be sure to use your desired filter options on the left side to include all of your desired results. Please note, not all interfaces support all message types.

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Why is the warning saying “Unable to locate provider”?

In most cases, this means the provider on the superbill/note/encounter was not integrated between CollaborateMD and your vendor. It is best practice to first identify the provider listed on the superbill/note/encounter and verify that this same provider exists in CollaborateMD's Provider section.

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How do I know what status the claim is in when I look in Interface Tracking?

Any claim generated through the interface with a status of Success or Warning can be found in one of the following statuses: 1) Waiting for Review or 2) Incomplete. Any status of Error indicates a claim was not generated for the error reason denoted.

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Why is the superbill/note/encounter not coming over into CollaborateMD? My interface messages are erroring out in CollaborateMD, how can I find out why?

In order to determine why an interface message is erroring or not creating the item (i.e., patient, claim, appointment) you can go to the Interface Tracking tab in the Control section. Once results are loaded, make sure to expand the Error messages to determine the cause of the error. If additional information is required, scroll to the right and select the More button.  

Note: If you are receiving an F03 error in Practice Fusion, please review the Practice Fusion Request Integration page for important information. 

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My claims aren’t being sent to payers after I send them through the interface, how is this accomplished?

After claims are created through the interface, they are set to the status of either 1) Waiting for Review or 2) Incomplete. Users must update the claim statuses based on how claims should be billed to the payers. This can be done in a batch through the Claim Control tab of the Control section.

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After sending over the superbill/note/encounter ****** are appearing in the patient information. What does this mean?

The patient name is masked for certain errors, which could be a result of incorrect message routing, in order to prevent a scenario with a PHI breach. For example, if a vendor sends messages to CollaborateMD using the wrong customer credentials, CollaborateMD will reject them for unable to find provider and mask the patient information.

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I checked Interface Tracking and I noticed there were several messages received for the same patient. How can I see what the dates of services are, so I can identify if the superbill/note/encounter was submitted multiple times for the same date of service?

You can right click on the line that has the patient’s name, select the option to View Message and click the Claim tab within the message to review the charge information including the date of service.

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I fixed several errored interface messages in Interface Tracking, but I noticed the errors are still showing. Why is this happening?

If you do not click the Save button once you have used the right-click capability to Mark as Fixed, you will continue to see those errors.

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I noticed there are green check marks and red circles when I retrieve my “Waiting for Review” claims in the Claim Control tab. Why do some claims have green check marks while others have red circles?

If you are seeing green check marks and red circles next to your claims, this is because you are using the Claim Scrubbing feature. Once the system has scrubbed your claims, you will see green check marks indicating the feature did not suspect anything was wrong with the codes on your claims. If you are seeing red circles, this is indicative of the feature suspecting something could be wrong with the codes on your claim. For more information on batch scrubbing click HERE.

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When reviewing my interface claims in Claim Control, I noticed I have several duplicate claims that were generated. Why would this happen and how can I delete them?

Duplicate claims are generated through the interface when a superbill/note/encounter has been submitted more than once. Each time a superbill/note/encounter is submitted, CollaborateMD will generate a new claim for each successful interface message received. To delete the duplicate claims, right click on the desired claim, select the option to Open Claim and click the Delete Claim button.

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When reviewing my interface claims in the Claim Control tab, I noticed some of my claims are missing the Facility. Why did the Facility not populate?

The Facility was either not submitted on the superbill/note/encounter or the Facility was not integrated between CollaborateMD and your vendor. It is best practice to first identify if the facility was listed on the superbill/note/encounter and verify that this same facility exists in CollaborateMD's Facility section.

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When reviewing my interface claims in the Claim Control tab, I noticed some of my charges did not have a price. Why did this happen?

Charges will populate without a price if no price was sent from the interface and there is no defaulted price within CollaborateMD. When default prices are populated within CollaborateMD for your charges, the application will ignore any charge prices received from the interface and use the CollaborateMD defaulted prices. To see how to set your base pricing in CollaborateMD, visit our Codes Help Pages.

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When will default modifiers be used on interface claims?

When an interface charge/claim message is received, CollaborateMD will use the modifiers listed on the interface message. If no modifiers are received on the interface message, CollaborateMD will then use the global or situational modifiers defaulted in the Codes section based on what is on the claim. If there are no modifiers received in the interface message and there are no default modifiers on the codes, CollaborateMD will not place any modifiers on the claim. 

Why aren't my appointments showing up in my EMR/EHR?

Most interfaces that support CollaborateMD sending appointment data will require that each Resource within your Scheduler is linked as a "Provider Resource". The provider selected in this drop-down should match the Resource being created and should only be linked to one (1) Resource in order to appropriately send the appointment information through the interface. 

What is Meaningful Use? 

Meaningful Use is defined by the use of certified EHR technology in a meaningful manner (for example electronic prescribing); ensuring that the certified EHR technology is connected in a manner that provides for the electronic exchange of health information to improve the quality of care; and that in using certified EHR technology the provider must submit to the Secretary of Health & Human Services (HHS) information on quality of care and other measures. The Centers for Medicare & Medicaid Services (CMS) provide reimbursement incentives for physicians and hospital providers who are successful in becoming Meaningful Users of an EHR. Learn more here: https://www.cdc.gov/ehrmeaningfuluse/introduction.html

How does CollaborateMD match a Patient's First/Last Name, Gender, DOB between systems? 

CollaborateMD first validates that all of the mandatory items that would cause us to reject a Superbill are valid. If valid, we then run our patient matching algorithm. If we are unable to find the patient (and all the required items are valid), we will create a NEW patient record within CollaborateMD. This record will be populated with ALL of the information received on the Superbill. It is possible that this claim will be marked as "INCOMPLETE" if it is missing a patient's first name, date of birth, address line 1 or any of our other required patient fields. 

If I don't have a POS code on my claim when sent from an interface, what will be populated? 

CollaborateMD has custom logic built in to determine the POS code if left blank. Whichever item we first encounter is what we use:
  1. CPT Code's default POS
  2. Payer's default POS
  3. Facility's default POS
  4. Practice's default POS
  5. The POS code received from Practice Fusion
  6. If none of the above are specified, we use POS code 11

Every time we receive a claim using the interface we've noticed the patients' claim defaults change. Why is that?

All interfaces update the patient claim defaults when processing a charge message. This functionality does not take the Update Patient Defaults option from the System - Defaults feature into account because this option is specific to a user, not an account/customer or interface. 

When a message is sent over through the Interface from an EMR, how is the Provider matched up? 

Finding a matching provider for an incoming claim attempts to find a match by NPI first. If there is more than 1 matching NPI, it filters those matches by Exact Name (first and last). If there is still more than 1  match, the application will look for the Facility Id provided in the claim message to be in one of the provider Reference Id fields. 

If the NPI is not sent in the message, then the matching attempt starts at the Excat Name matching and proceeds to look for the Facility Id that's needed.
  • If no matches are found, then no matching provider is considered found and the claim will not be created
  • If no unique matches are found, then no matching provider is considered found and the claim will not be created
  • If only 1 match is found, then they are considered to be the correct provider and the claim will be created (assuming no other issues occur that may halt claim creation) 

How do I make changes to a claim that was already sent over from my EMR?

Currently, none of our participating EMR vendors support updating/modifying an already imported claim. Once a claim has been imported into the EMR, modifications must be made within the Claim section of CollaborateMD. Important: If you attempt to modify the claim in your EMR and re-send it to CollaborateMD, it will result in a new claim being created.

Can we capture more than one ICD code through our EMR/EHR?

Yes! We allow and support more than one ICD code to be captured. 

Practice Fusion FAQs

Is there a permission in CollaborateMD that is required to access the Practice Fusion export feature? 

Yes. The permission Patient Export should be set to Full. Permissions are set by the Administrators on the account in the Admin section

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How do I complete an export/import option for Practice Fusion?

If you'd like to export patient demographic data from CollaborateMD to import into Practice Fusion, follow the steps here to export from CollaborateMD

To Import into Practice Fusion, follow the steps below:
  1. Go to the Charts section
  2. Click on the Import Patients button
  3. Follow the step-by-step instructions 

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When sending Superbills from Practice Fusion to CollaborateMD to create a claim, the claims crossover with the incorrect POS code. Why?

Your practice may have had a defaulted a POS code in place when the encounter was received by the interface. For the Practice Fusion interface, we only use the value sent from Practice Fusion if the CPT code, Facility, Payer, and Practice are NOT set up with a default POS in CollaborateMD. If the CPT code, Facility, PAyer, or Practice options have a default POS code, we will use that on the claim and disregard what was sent from Practice Fusion. 

If you'd like to remove the defaults in place, visit the following Help Page to learn how to change the current claim defaults in place for your practice. 

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What does Seen By Provider match to within CollaborateMD?

The Seen By Provider within Practice Fusion is the Rendering Provider for the claim.

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How do we set up non-insurance patients in Practice Fusion in order for the charges to transfer to CollaborateMD to enter payment? 

There are 4 parts to implement non-insurance patients in PF and CMD.

Part 1. We recommend creating a new payer in Practice Fusion titled "Self Pay"

  1. Learn how to create payers within Practice Fusion
  2. Log into CollaborateMD
    1. Go to the Payer section
    2. Create a New Payer titled Self Pay
    3. Ensure the name and address match exactly
    4. Change the Default Billing Status for the Payer to Due Patient to have all charges set to Balance Due Patient once the claim is retrieved from Claim Control section.
    5. Change the Server Processing Mode for the payer to "Do not send claims to the clearinghouse for processing" to ensure no claims are transmitted electronically.

Part 2. Update the patient's records via Practice Fusion to reflect the Self Pay payer

Part 3. Create/Update the Superbill within Practice Fusion and then change the Status to 'Ready for Biller' and the claim can be created within CollaborateMD.

Part 4. Verify that the claim was created successfully.  

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Is the free-text Billing Provider field on Practice Fusion's Superbill required? 

No. Since CollaborateMD uses this field to determine the Referring provider for the claim, it is not required.

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If a Billing Provider is entered into the free-text field on Practice Fusion's Superbill, where will this information flow to CollaborateMD? 

The First Name and Last Name will be used to try and find a Referring Provider within CMD; we will try to match this to a Referring record in CMD. 

If a match is found, the Referring Provider will be placed on the Claim that's created. 

If no match is found, CollaborateMD will still accept the Superbill and create a claim within CMD, but the claim will not have a Referring Provider on it. A warning message will be generated that the User would be able to see within the Admin section's Interface log-in screen. 

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Will CollaborateMD accept a PF Superbill if it's sent for a patient that doesn't exist within the CMD system yet? 

Yes. The Superbill will be accepted. If we're unable to find the patient (and all the required items are valid) we will create a New Patient Record within CollaborateMD. This record will be populated with all of the information received on the Superbill. 

Will Practice Fusion information (Patient's Name, Insurance Info, etc.) sent over on the Superbill override information within CollaborateMD?

Yes. The interface makes the assumption that any information received on a Superbill message is more accurate than the record within CollaborateMD. This is the best way to keep the records in sync at this time. 

Will the Superbill Fusion information (Patient's Name, Insurance Info, etc.) sent over on the Superbill override information within CollaborateMD?

Yes. If there is no Facility mapping that comes over on the Superbill, the Superbill will still be accepted and a claim will be created without a Facility oni t. A warning message will be generated that the user would be able to see within the interface log-in screen.


Does PBOMD support modifiers?

Yes. This interface supports modifiers sent through the HL7 interface and the default modifiers that can be set in the Codes section of the CollaborateMD application. 

Note: If a modifier is sent via the interface, it will override the default modifier set in the Codes section. 

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Does PBOMD support Referring Providers/Physicians?

Yes. The spelling of the last and first names must exactly match in both systems. Learn more about CollaborateMD Referring Providers.

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Does the PBOMD interface support Authorization numbers?

No. This interface doesn't support authorization information. PBOMD does not send the insurance/payer segment (IN1) of the HL7 message; this segment is where the authorization information is transmitted. 

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What does the WebPT error 'Primary Insurance does not have an alternate ID' mean? 

You are most likely receiving this error due to the New Payers that were added not being synced with WebPT. 

If new payers need to be added after the WebPT interface has been turned on, add them into CollaborateMD first, then into WebPT. The CMD Sequence Number should be copied from the new payer and added into WebPT in the Alternate ID field (within WebPT's Payer section). 

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What information can be imported into CollaborateMD from an existing WebPT account? 

If a customer is existing with WebPT and new to CollaborateMD, the following information will be imported into the CMD application:

  • Referring Providers
  • Payers
Important: Payers will be imported with paper CPIDs. Users must update the payers with electronic connections in order to submit electronic claims and/or view what agreement is required for the electronic payer.

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Why are my Self Pay patients coming over from WebPT as incomplete? 

In order for Self Pay claims to come over as complete from WebPT, the payer type in CollaborateMD has to be set to Self Pay. Please follow the steps below to update the Payer:

  1. Go the Payer section
  2. Open your Self Pay payer
  3. Change the Payer Type to Self Pay
  4. Click Save

What phone numbers are sent over to CollaborateMD from WebPT?

WebPT only sends patients' Home Phone numbers to CollaborateMD; all other numbers are not supported. Once received, this number will be updated within the Patient section of the program. 

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Why are claims sent from WebPT not showing accident related information? 

In order for the accident/illness date sent from WebPT to populate on the claim, you would have to do either of the following:

  • For a specific Patient: Within the patient record, select the Include accident and illness information on claims option in the Claim Defaults screen.
  • For all Patients in a Practice: Within the practice record, select the Include accident and illness information on claims for all patients option in the Claim Defaults screen under the Defaults tab.

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Amazing Charts

How can I import patient demographic information from Amazing Charts to CollaborateMD? 

After saving the patient demographic or any edits within the patient account in CollaborateMD, the user would need to ope Amazing Charts and select the following keys Control and F11. This command will cause all patient demographic information to be imported into Amazing Charts. 

Note: CollaborateMD is the main patient information database, any edits that need to be made on the patient demographics, insurance, etc. will need to be completed within CollaborateMD. Amazing Charts is intended as an EMR and for creating patient encounters. 

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Is there a way to transfer the meaningful use information from Sevocity into CollaborateMD? 

Unfortunately, the Sevocity interface only has Sevocity sending claims back to CollaborateMD - not Patient Demographics. 

Within this interface, CollaborateMD is considered the record of authority for patient demographic information; any changes to the Meaningful Use field (race, language, ethnicity) have to be made in CollaborateMD and sent to Sevocity via the interface.

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I have 2 primary insurances listed for my patient, but only one is crossing over. Why isn't the other going over to Sevocity?

If 2 primary insurances are entered into CollaborateMD, only the primary default and secondary will transfer over, if entered. However, if you have 2 primary insurances entered in CollaborateMD, then there isn't a secondary to transfer. 

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