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Patient FAQs

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Why am I unable to check the patient's eligibility?

Patient eligibility may be unavailable for several reasons. Please verify the following to find the specific reason eligibility is unavailable for the current patient in question:


• Verify the eligibility feature has been enabled in the Admin section.

Verify you have permissions to check eligibility. If you receive(d) a pop up advising you do not have permissions to check eligibility, partner with an Admin or Auth Rep on your account to edit your permissions


Verify the payer participates in eligibility by following the steps below:

1. Go to the Payer section and open the payer in question

2. In the Clearinghouse Information box, a green checkmark will be displayed next to Eligibility if the payer participates.


Verify the payer does not require an agreement prior to being able to check eligibility by following the steps below: 

1. Go to the Payer section and open the payer in question

2. In the Clearinghouse Information box, “Agreement Required” will be displayed below Eligibility if the payer requires an agreement to be approved prior to checking eligibility.


Verify the required agreement has been approved, if applicable. 

1. You can this either through the Lookup tab of the Payer section…

2. Or the ConnectCenter website.


Verify the provider(s) has a submitter # by following the steps below:

1. Go to the Provider section and open the provider associated to the patient

2. Scroll down to the Internal Use box to verify if a Submitter # is populated in the designated field.


• Verify eligiblity for the Patient's Default Provider in the Claim Defaults tab has eligibility status set to "Active" for the Payer.

Why am I unable to print the patient statement?

Patient statements may be unable to print for several reasons. Please verify the following to find the specific reason a patient's statement is not printing:

• If using Enhanced User Print statements, verify the feature has been enabled in the Admin section.

Verify you have permissions to print patient statements. If you receive(d) a pop up advising you do not have permissions to perform this action, partner with an Admin or Auth Rep on your account to edit your permissions

Verify the patient is configured to have statements printed by following the steps below:

1. Go to the Patient section and open the patient

2. Go to the Patient Billing tab

3. Go to the Statements sub-tab and verify if there is a check in the Send statement checkbox.


Verify the patient has outstanding balances set to the status of Balance due Patient by following the steps below:

1. Go to the Patient section and open the patient

2. Go to the Activity tab and select the View Activity button

3. Scroll down to the Balance by Charge Status table and verify if any balances are associated with the status Balance due Patient


Verify the patient does not have outstanding credits at a higher balance than the outstanding charges by following the steps below:

1. Go to the Patient section and open the patient

2. View the Due Patient field within the Dashboard. If credits exist the balance will be displayed in red with a negative sign in front

3. If you still wish to print a statement for this patient, select the option Do not list account credits in the Statement Options window prior to attempting to print


How can I find all of the patients that have been entered?

The best way to find a list of patients entered is to run the Patient Listing Report.
  1. Go to the Reports section

  2. Click on the Central Business Intelligence tab

  3. Click on the Report Viewer sub-tab

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  4. Find the Patient Reports folder

  5. Once you’ve located this folder, double-click on the folder name (Patient Reports) to expand the results
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  6. Double click on the report called "Patient Listing
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  7. A window will open, click OK to run the report and your patients will be displayed

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Tip: You can open the patients account directly from the report by click on their account number under the Patient ID column.

Why am I unable to view a preview of the patient's insurance ID card?

If you are unable to view a preview of the insurance ID card, please verify the following items:

• Verify the card has not been saved as a PDF. If the document has been saved as a PDF it will have the extension ".pdf" in the document name.

• If utilizing Local Document Imaging, there must be a storage location set in the Documents section, and the document must be stored in that location on the appropriate computer.

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How do I properly set a patients account to Collections?

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.

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Why are CPT/ICD codes automatically being defaulted to my patient records?


Within the Claim section > Charges tab, there is an option when creating a new claim that states "Update patient CPT and ICD defaults on save". Checking this option will automatically save the CPT and ICD codes entered on the claim to the patient records under the Claim Defaults tab. Below are the steps on how to default this option to be checked or unchecked when creating a new claim:

  1. Go to the System section > Defaults tab.
  2. Click the Retrieve Defaults button
  3. Find the Claim Section.
  4. Find the "Update patient CPT/ICD defaults on save" option and select accordingly.
  5. Click Save.

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How can I show ICD-10 code on the patient's activity?

  1. Go to the System section > Defaults tab.
  2. Click the Retrieve Defaults button
  3. Under System-Wide defaults, check the box "Show ICD Codes on Activity"
  4. Click Save.

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What does the eligibility error message "The user identified in the GS02 segment is not authorized to send requests to the payor identified in the GS03 segment." mean?


If you received this error message while checking eligibility, this is because you do not have an electronic agreement on file with the particular payer in which you are trying to check eligibility for. If you need to fill out an eligibility agreement, you can do so under the Agreements tab within the Payer section or on Connect Center


Why am I receiving "Invalid/Missing Subscriber/Insured ID" when checking patient eligibility for Medicare?


Providers must include a Member ID when submitting eligibility transactions to CMS Medicare. Please confirm that the patient's Member ID is saved on the Insurance tab in the Patient section. If the Member ID is saved, please confirm with the patient that Member ID entered is correct. 


How can I see patient charges only without payments on the patients activity screen?


    1. Open the Patient section
    2. Search for and select your patient
    3. Click on the Activity tab
    4. Select Show Charges Only from the View Options area at the bottom of the filter
    5. Click on the View Activity button
    6. Click on the Expand All button at the bottom of the screen to view charges in an expanded format
    
    Note: You can right click on each line item in the table to track the claim or view the claim history. You can drill down further on the charges by clicking on the hyperlinks.


How do I remove a patient from Collections?


There are 2 parts to removing a patient from collections. Please follow the steps below:


Part 1

  1. Go to the Patient section
  2. Use the search field to find the Patient
  3. Change the Select Account Type from Collections to any applicable Account Type
  4. Click Save
Part 2
  1. Proceed to the Claim section
  2. Use the search field to find the Patient
  3. Reference the Status column to select the Claim that was changed to collections
  4. Click on the Charges tab
  5. Change the Status of all charges from Collections to Balance Due Patient (or any applicable status)
  6. Click Save


How do I associate multiple images to a patients account?


If the photos you're uploading are already on your computer as well as in CMD, you may skip steps 1-4


    1. Go to the Documents section
    2. Right-click on the file you wish to associate and press Upload
    3. Save it somewhere you can remember like your desktop
    4. Right-click the file again and press Delete
    5. Go to the Patient section then click on the Documents tab
    6. On the folder you had the file under before, right-click and press Upload
    7. Go to where you had the file saved and Open it
    8. The file is now associated with that patient
    9. You may delete it from your desktop if you'd like since it is now saved in CollaborateMD again
    
    Note: Remember to press Save on the Main page to Save the info you have uploaded into the patient file


How can I remove usernames from displaying on the printed patient activity?

  1. Go to the Patient section
  2. Search for and select your patient
  3. Proceed to the Activity tab
  4. Click on View Activity
  5. Under View Options, scroll down and remove the checkmark next to "Show usernames for activity"
  6. Click Save

Why am I unable to edit the insurance fields in the patient account? 


When the insurance fields are greyed out and unable to be edited, it means the patient is linked to a family account. Any changes to the insurance information must be done within the linked account or the patient must be un-linked.

To learn more about linked accounts reference the Family Account (link/un-link) Help pages


Why is the Insurance tab highlighted in red? 


The application has identified suggestions based on the information populated within this screen. One of the two fields may be the root cause: Address Verification, Patient Eligibility. Navigate to the tab to review the fields that require attention; they will have a yellow warning or red error sign. 

In order to resolve the warning/error, mouse over the field and use the recommended information.