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Payer Agreements FAQs

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Note: For more information about the agreements section please review our Help Pages

Top Frequently Asked Questions

Do I fill out the agreement with the group or provider's NPI? 

It depends on how you're setup to bill with the payer. Best practice is to contact the payer to confirm what NPI numbers you should use when completing agreements.

When completing payer agreements, should I use the Individual Provider Names or the Group Name?

It depends on how you're setup to bill with the payer. If you're set up to bill under the Group information please use the Group Name. If you're setup to bill under the Provider information please use the Providers Name.

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How long does it take for an agreement to be approved?

The turn-around time is dependent on the payer. It can take any where from 1 - 60 days to be approved. You can find the "Estimated Approval Time" for the payer your completing the agreement for on the cover-sheet of the agreement (On agreements with multiple CPID’s this will not populate until you select a CPID) or under the Registration tab within the Payer section after you've logged in. Its displayed under the "Estimated Approval Time (days)" column.

Once I'm notified by CollaborateMD that my agreement is approved, what do I do? 

Once your agreement is authorized you may begin submitting claims electronically to that payer.


If I receive an approval directly from the Payer what should I do? 

Forward the approval to CollaborateMD support who will provide this to the Clearinghouse.

Do I send my payer agreements to RelayHealth or to the payer? 

Your payer agreement must be sent according to the Special Instructions on the cover sheet for each agreement. In most instances the agreement can be sent to the Clearinghouse (RelayHealth) and they will forward to the appropriate stake holders.

Is there a document to help me complete Payer Agreements?

Our Agreement Help Page located on our Training Website provides you with step by step instructions on how to fill out a payer agreement. You may also choose to watch our Agreements Registration webinar. If you require additional assistance please contact the Payer.


How to find the Trading Partner ID or Provider Agent Information? 

This information can be found on the Agreement within the Special Instructions (step 3). 

About RelayHealth

Who is RelayHealth | McKesson?

RelayHealth (RH), also known as McKesson, is our Clearinghouse partner. Our relationship with RelayHealth allows us to tightly couple our system edits to reduce front end rejections at RH; allowing our customers to average a 99% first pass acceptance rate. Additionally, our exclusive relationships since 2003 provides us with access to RH's top executives to drive innovation and efficiency with the RH Clearinghouse.

The relationships provides us with quick access to management for escalation of any Clearinghouse issue(s). The enhancements RH incorporates allows greater efficiency for our customers and for CMD internally. Furthermore, our exclusivity allows CMD to receive the best pricing available from any Clearinghouse, which in turn allows CMD to pass on the savings and affordable prices to our customers.

Learn more about RelayHealth.

What is RelayHealth's address?

301 Data Court
Dubuque, IA 52003

I 'm on the payers website and they are asking for the Submitter ID. How do I find this for RelayHealth?

This can usually be found on RelayHealth's agreement for that payer or by contacting us here at CollaborateMD, we can partner with RelayHealth's to locate the Submitter ID for the payer.

General Agreement Questions

We have 2 facilities (different locations), but they have the same NPI number; do I submit one agreement for each facility?

Agreements are completed on a Tax ID level, meaning if you bill with multiple tax id numbers for that provider or practice then each would need a new agreement. If you only have one tax id number, then only one agreement is needed.

Do I need to fill out an agreement for every provider?

Agreements are completed on a Tax ID level, meaning if you bill with multiple tax id numbers for that provider each provider would need an agreement to be filled out. If you only have one tax id number, then only one agreement is needed. Note:  Some payers in some states may require you to fill out an agreement for every NPI you have.  The best practice is to contact your payer to determine how you should complete your payer agreement.


I have 2 or more payers that have the same CPID. Do I have to fill out an agreement for each of them?

No. You will only have to fill out one agreement for the one CPID.

In the Payer section under Agreements > Registration, there's a button called "Choose Provider". Which Provider should I choose?

If you have more than one provider on your account, select the provider you wish to complete the agreement under. Important: Please remember to select which "NPI to use" before clicking the Next button.

When I tried to select the agreement I wanted to fill out the status shows "Under Construction". What does this mean? How can I fill out this agreement?

The agreement is currently not available for completion within the CollaborateMD application because its being revised. The agreement may be available for completion on the ConnectCenter website. Learn more about how to complete payer agreements on the ConnectCenter website. 

Note:  The agreement may also be under construction on the clearinghouse’s site, as well. If the agreement isn't available within the ConnectCenter or the CollaborateMD application, please Contact Us for additional assistance.

In the Payer section under Agreements > Registration, after I login and I enter the CPID into the filter, I do not see any agreements populating on the right to select from. Why and what do I do?

If you do not see any agreements populating on the right hand side, you can check the box at the bottom of the filter next to “Show products for all payers” and you should see your agreements populate. If you still don't see any agreements, please Contact Us for additional assistance.

How do I sign up to get ERA's and/or how do I complete these agreements?

Learn more about completing remittance agreements by visiting the Agreements Help Page located on the Training Website. You may also choose to watch our Agreements Registration webinar. If you require additional assistance please contact the Payer.

Why are some agreements able to be submitted automatically and some need to be printed and mailed?

Some payers have special enrollment requirements such as: 
  1. Original ink signatures (Agreements requiring original information must be printed and mailed to RelayHealth).
  2. Letter of intents required to be printed on provider letterhead
  3. Attached spreadsheets 
  4. Notarization, etc. 
Note: If an agreement does not require original information, it will be submitted automatically in RelayHealth‟s workflow management system.

If my Tax ID/NPI changes, do I have to complete a new agreement?

Yes.

Can the agreement process be expedited at all?

Unfortunately, all payers work on the agreements as they receive them. They do not expedite them for us. You may be able to contact the payer yourself and request for them to expedite the approval. 

Why am I unable to locate the agreement for my payer?

There are multiple reasons why an agreement may not be found:
  1. The payer has not been added to the local list. You can either add the payer to your list or check the box to Show products for all payers within the filter. 

  2. The payer may not require an agreement. You can view this within the Clearinghouse Information box within the payer. When required, "Agreement Required" will be listed for each electronic service available for the payer.

  3. If the agreement has already been completed for the same submitter number before, it will be hidden from view. In order to see this agreement again, select the Include completed agreements checkbox. 

ERA Agreement Questions

What does ERA stand for?

It stands for Electronic Remittance  Advice.

What does EFT stand for?

It stands for Electronic Funds Transfer.

I already have EFT (Electronic Funds Transfer) set up with the payer, but the agreement is asking me if I want to set up EFT. 

No. Since you already have EFT set up with the payer you are already set up to receive electronic funds into your bank account from the payer.

Should I complete the claims agreement prior to the remittance agreement?

It depends on the payer. Many payers are now combining these agreements so that only one agreement is required. Please review the cover sheet of the Claims/Remittance agreement for more information.

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