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Claim Attachments

Overview

Thank you for choosing CollaborateMD and Change Healthcare Assurance to attach documentation electronically to your Workers Compensation and Property & Casualty claims.

Processing and submitting Workers Compensation (Workers Comp) and Property & Casualty (P&C) claims has always presented unique challenges. Many require manual processing and the attachment of supporting documentation, which prevents electronic submission. These challenges result in higher costs to the provider, higher rejections and slower reimbursement.

RelayAssurance Attachments is the solution for submitting Worker’s Comp and P&C claims and their associated attachments efficiently and effectively. By enabling electronic submission, you can use one solution for these specialty claims and bypass the effort and expense of paper processing. This Relay Health Assurance Claim Attachment User Guide should be referenced to enable, configure, process claims, follow up and disable the services included with the Claim Attachment feature. There are two methods to choose from when sending attachments: 

Direct Upload

Documents can be uploaded directly to the RelayAssurance Attachments website https://www.relayassuranceattachments.com/.

Fax

Documents can also be faxed directly to Change Healthcare. A fax coversheet is downloaded from the RelayAssurance website which includes a unique bar code which will auto associate the document to the chosen bill. Faxed attachments can be viewed on the RelayAssurance Attachment website once scanned into the Change Healthcare system.

https://sites.google.com/a/collaboratemd.com/training/helppages/claim-attachments

Getting Started

Enabling Claim Attachment

In order to enable the RelayAssurance Claim Attachment feature within CollaborateMD you must be an Authorized Representative (Auth Rep). Follow the steps below to enable the Relay Health Assurance Claim Attachment feature within your CollaborateMD customer account(s):
  1. Go to the Admin section and click on the Services tab. 
  2. Click on the Retrieve button. 
    1. A dialog window will open with the following message, "Please be aware that enabling or requesting features in this section may result in additional charges." Click on the OK button to continue. 
  3. Click on the Add-On Services tab and select Claim Attachments
      • Please see the Detailed Pricing page on our website for more information on each plan including pricing. 
  4. Once the Claim Attachments tab is opened check the Enable claim attachments for <CUSTOMER NAME>
  5. When you're satisfied with your changes, select Save
Note: If you have more than once customer account this feature must be enabled in each customer by Switching Accounts. A message is delivered to the account Auth Rep and Admin confirming the request has been received and advising to allow 5 – 7 business days for the registration to be complete.

https://sites.google.com/a/collaboratemd.com/training/helppages/claim-attachments

Adding Claim Attachment Payers

In order to bill attachment claims you must add your attachment payers to your personal Payer list. Follow the steps below to learn how to add the Attachment Payers to your personal payer list:
  1. Go to the Payer section.
  2. Click on the Payer tab. 
  3. Select New Payer.
  4. Click on the magnifying glass displayed besides the Electronic Link field. 
  5. When the Master Payer Search window appears enter and select filters.
  6. Click Search.
  7. When the Master Payer Search result window is displayed, select a payer from the list select, "I Understand".
  8. Note: You will receive the following message. "This payer requires an agreement to be filled out and approved before you can submit claims electronically. Please either use the Agreements tab in the Payer section of CollaborateMD or go to www.collaborationcompass.com and fill out the payer agreement for this payer. You can ignore this message if you have already been approved or submitted the agreement."
  9. Enter the payers Contact Information.

    Note: If an attachment payer is not available via the CollaborateMD Master Payer list, please contact Support with the payer name, payer ID and address for further assistance.

    Change Healthcare and CollaborateMD will work together as you begin preparing your customer account to submit attachment claims. The account Authorized Rep or Admin will receive an email notification within 5 – 7 business days confirming the registration as complete. 

  10. Click on the Save button when you're satisfied with your changes.


Note: All Workers Compensation and Property & Casualty CPID’s are 5861 for Professional and CPID 3657 for Institutional billing.

https://sites.google.com/a/collaboratemd.com/training/helppages/claim-attachments

Agreements

An agreement is required to send electronic attachment claims and receive remittances from attachment payers. Agreements are submitted to the clearinghouse electronically and processed within 3 business days. Follow the steps below to learn how to complete a Change Healthcare Comp Billing Agreement:

Part 1

  1. Go to the Payer section, click on the Agreements tab.
  2. Click on the “Choose Provider” button to select the provider you wish to register.
  3. When the Provider Search dialog window appears, select the provider of your choice. Note: The selected provider must have an assigned submitter number in order to continue.
    • Important: Once the provider is chosen, verify that the provider, NPI to use and submitter number selected is whom you wish to create the agreement for. Your ConnectCenter username will automatically be populated when you select a provider.
  4. Enter your ConnectCenter password to continue. Note: If you have forgotten your password, you can click on the ‘Forgot your password?’ button.
  5. When you're done, click Next.

Part 2

  1. Filter agreements using the following filters:
    • Payer Name: Change Healthcare or Comp Billing
    • Payer State: NONE – This filter should be empty
    • Payer Type, Products, Claim Type Status: All
  2. Enable Include completed agreements & Show products for all payers.
  3. Select the product of your choice most applicable to your practice.  Note: If you are not required to complete both Professional and Institutional agreements if you do not bill all claim types.
  4. When you're done, click Next.

Part 3

Here you will be required to answer Form Specific Questions related to RelayAssurance. Please be sure to carefully read the Special Instructions and answer the questions accurately in order to prevent any delays in your approval process. All questions presented in this step must be filled out in order to proceed to the next step. 

Once you are done, click Next

Part 4

Here you'll be required to enter any additional information pertaining to the payers you selected. Note: Some of the fields on this screen will be automatically populated for you using information already stored in CollaborateMD for the provider that you selected in Step 1.

Important: Encourage to use the contact information of the user who will be submitting attachment claims and managing documentation on the RelayAssurance Attachment site. Next, be sure to review the information and fill out any other required fields. 

Once you are done, click Next

Part 5

In this step you will see the Review Screen, where you can review the agreements you have completed.
  1. Click on the Review Form button to review the entries made on the payer agreement. This step is strictly for review purposes. Note: You must proceed to the next step in order to get the completed version of this form. Do NOT fax or mail in this version of the form. 
  2. Select Ok and a preview of the agreement will be generated. 
  3. Take this time to review the form for accuracy. If corrections need to be made you may close the form and select the Back button to update any fields/questions. 
  4. If you're satisfied with the agreement, click Finish. Note: Proceeding to the next step will submit your agreement(s) and you will not be able to change any fields after proceeding. 
If you’re sure that you want to submit your agreement click Confirm.

Part 6

  1. This step confirms that you have completed the enrollment process. Select Print Form to retain a copy of the submitted agreement form as it will be needed for future use. 
  2. When you are done, select the Done button to start a new enrollment process. 
Within 3 business days the account Authorized Rep or Admin will receive notification from CollaborateMD confirming the status of the agreement(s). Ensure you have a copy of the completed agreement as this will include information needed to register for a username on the RelayAssurance site.

https://sites.google.com/a/collaboratemd.com/training/helppages/claim-attachments

RelayAssurance Portal Access

The RelayAssurance Attachment website is where attachment claims are submitted to be associated to documentation required for reimbursement. In order to access this site you must have a username and password. This request is dependent on the receipt and approval of the Change Healthcare Agreement claim form. 

Register

To register for portal access you can go directly to the RelayAssurance Attachments website and follow the steps below to continue to learn how to register for RelayAssurance portal access:

  1. Using your web browser go to https://www.relayassuranceattachments.com
  2. From the  RelayAssurance Attachment, webpage click Register User.
  3. From the Register User screen complete all required fields. Important: You will need the printed copy of the submitted agreement to register for a username. You can obtain a copy of the submitted agreement using the Look Up tab within Agreements in the Payer section. Click here to learn how.
    1. Important: In the Vendor field populates "009207" in order to move forward. 
  4. Once completed click, Register.
  5. Once the user registration is completed you will receive an email within 48 hours from Change Healthcare with a temporary password that will be required to change the first time you log in. Once your permanent password is established users can manage attachments using the  RelayAssurance Attachment site.

Note: If you need help resetting your password please select the Forgot Password link on the RelayAssurance Attachment site to reset via email using the username.  

https://sites.google.com/a/collaboratemd.com/training/helppages/claim-attachments

Uploading Attachments

Documents can be uploaded to the  RelayAssurance  Attachment site via Direct Upload. Direct Upload allows you to import multiple files at once using a Zip file or individual .gif, .jpeg, .pdf and .tif files. To learn how to upload documents via Direct Upload follow the steps below:

  1. Login to the RelayAssurance  website by accessing https://www.relayassuranceattachments.com/
  2. Click on Upload Bulk Attachments
  3. Click on the Browse to select a file to upload.
  4. Select the file of your choice and select Open
  5. Note: You can select an individual file or a zip file        
  6. Once the file location is defined in the Select a file field click Upload to proceed. Once the upload is complete the status of your files association to your claims will be listed below. 

Once the documents are uploaded to the RelayAssusrance website you can review the attachments using the Bill Preview for Submission screen from the navigation page. Bill Preview for Submission is where documents are managed and can be previewed before they are released to your payer. 

Bill Preview for Submission

The Bill Preview for Submission page allows you to manage your attachments which includes previewing and managing your attachments, releasing and exporting claim list, as well as generating fax cover sheets for attachments faxed into Change Healthcare. Follow the steps below to learn how to perform all actions offered by  RelayAssurance:

Generating Fax Sheet

Users who prefer to have attachments faxed rather than uploaded can print custom fax cover sheets from the Bill Preview for Submission page. You can select multiple bill records and generate multiple fax cover sheets at the same time. Faxed attachments can also be reviewed on the RelayAssurance site once it is received by the clearinghouse. Review the steps below to learn how to generate a fax cover sheet:

  1. Click on the Bill Preview For Submission from the navigation pane
  2. Locate the claim of your choice under Bills
  3. Select the checkboxes next to the  bill for which you want to generate a cover sheet
  4. Click on Generate Fax Cover Sheet(s)
  5. A print preview screen appears. If correct select the Print icon to proceed
  6. Follow your normal print process

Bills can be release for processing before the attachments are faxed. Bills awaiting the return for faxed attachments will be set to a Pend status at once submitted to Change Healthcare for 5 days or until the faxes are received. Once the fax is received it is linked to the corresponding bill then released for billing.

Associating Attachments

Claims billed to your attachment payer that did not include a filename have to be manually associated to an attachment uploaded to the RelayAssurance Site. Follow the steps below to learn how:

  1. Click on Bill Preview for Submission from the navigation pane.
  2. Locate the claim of your choice under Bills.
  3. Select the checkboxes next to the attachment for the supported claim under Attachments.
  4. Select Attach to Bill(s).
  5. A small window will appear “Upload Attachment(s) for the following Transaction(s):”
  6. Select an Attachment type  
  7. Click Attach

Managing Attachments

Attachments can be previewed and managed on the RelayAssurance site before claims are released to the attachment payer. Follow the steps below to learn more:
  1. Click on the Bill Preview for Submission from the navigation pane.
  2. Locate the claim of your choice under Bills.
  3. Click on the Attachments link.
  4. Select the checkbox next to the attachment of your choice and select Delete Attachment if you would like to delete the attachment.
  5. Select Upload Attachment to upload a single attachment to a claim.
  6. Select the filename to review the attachment.
  7. Once completed click Close.

Export to excel

For record keeping purposes you can export your detailed claim list from the RelayAssurance site into an Excel spreadsheet. Follow the steps below to learn how:

  1. Click on the Bill Preview For Submission from the navigation pane
  2. Select the checkbox next to the bill or select the top check box within the column header to select all bills
  3. Select Export to Excel
  4. A file dialog window appears
  5. Click Open to review the document
  6. Click Save to save file      

Submitting Electronic Claims to Attachment Payers

Once you receive confirmation from CollaborateMD ensuring your enrollment is finalized, you can begin submitting your Workers Comp or Property/Casualty claims using the CollaborateMD software.  It is considered best practice to associate the complete attachment filename to your claims to allow the imported files to systematically assign itself to your claim once uploaded to the RelayAssurance site. CollaborateMD has enhanced the Claim section to allow you to do just that once the RelayAssurance Attachment feature is enabled

Please review the steps below to learn how:

  1. Go to the Claim section
  2. Open existing claim or proceed to create a new claim.
    • Note: To learn how to create a new claim please click here for more information.
  3. Within the claim, select an attachment payer using the Primary, Secondary or Tertiary Insurance fields by selecting the magnifying glass to choose a payer from your personal payer list.
    • Important: If you do not have an attachment payer to choose from please revisit step 2.2 Adding Attachment Payers.
    • Note: You will receive a dialog window advising you to visit the RelayAssurance site to upload and manage your attachments claims alongside a link to the training page for more information. Click OK to continue.
  4. Once you have entered all of the needed information under tab 1 Claim, 2 Charges and 3 Additional Info proceed to tab 4 Insurance to associate the attachment file name to your bill.
  5. Under tab 4 Insurance an Attachment File Names field will be available for attachment payers only. Enter the full filename including the filename extension (i.e. Document1.jpeg) or select the magnifying glass to search and select up to 9 attachments of your choice.
  6.  Change the status of your claim for billing purposes and select Save.

Attachment claim files are submitted to Change Healthcare Monday – Friday 2:00 pm EST into the  RelayAssurance Attachment portal. Claims submitted prior to 2:00 pm EST Monday – Friday will process the same day onto the portal. Claims submitted after 2:00 pm EST will be sent to the portal in the next processing time and attachment claims are not processed on weekends. 

Review

After attachment claims are submitted for processing to the payer reports are returned to Change Healthcare. These reports can be found within the Reports – Clearinghouse Reports section in the CollaborateMD software. The Payer Generated reports provide a status of the claim/attachment association and are reported daily for your convenience. Reports go through the Normalized Payer report process. Depending on how the bills and attachments are associated multiple reports may be sent.

Reports

The following standardized status codes and messages will be used on the reports:


Note: Bills without attachments pend for 5 days. While the bill awaits the attachments there can be multiple report sent to convey the status using these codes. Payer-specific reporting is available depending on the payer generating the report. 

The reports are available in the Clearinghouse Reports tab within the Reports section. To learn about these reports within CollaborateMD please Click Here for more information.

Claim Tracking

The billing activity of an attachment claims can be traced using the Claim Tracking tool in the Control section of CollaborateMD. Click here to learn how to track your attachment claim. 

Disabling Claim Attachment

If you wish to disable the  RelayAssurance Claim Attachment feature within CollaborateMD you must be an Authorized Representative (Auth Rep) in order to make this change. Follow the steps below to learn how to disable the  RelayAssurance Claim Attachment feature within your CollaborateMD customer account(s).
  1. Go to the Admin section and click on the Services tab.
  2. Click on the Retrieve button.
    1. A dialog window will open with the following message, "Please be aware that enabling or requesting features in this section may result in additional charges." Click on the OK button to continue. 
  3. Click on the Add-On Services tab and select Claim Attachments.
  4. Once the Claim Attachments tab is opened, uncheck the Enable claim attachments for <CUSTOMER NAME>.
  5. When you're satisfied with your changes, click on the Save button.
    1. A dialog window will open with the following message, “Please note that disabling claim attachment has all of the following consequences:
      • You will no longer be able to add attachment payers from the master payer list
      • Your local list of payer will still contain any attachment payers added from the list
      • Effective immediately, no claims will be sent electronically to the clearinghouse destined for an attachment payer
      • Reporting can be leveraged to identify any outstanding claims for attachment payers as needed.
For more information on attachment payers, please visit our training page at http://training.collaboratemd.com/”. Click on the I Understand button to continue.

Frequently Asked Questions

Click here to find Frequently Asked Questions related to Claim Attachment.

Claim Attachments Webinar Tools

  • Click here for the Webinar Slides
  • Click here for the Claim Attachment Info Sheet