SecureEDI Frequently Q & A

 

1. How do I enter additional claim services lines?
Once the first claim service line is entered, click on the <enter> key on your keyboard, you may then enter up to 50 additional lines of services per claim.

2. How many payers can I bill to under the ‘Basic Service’ plan?
You can choose three payers of our Basic payers list available.

3. How do I delete a claim?
Right click (using your mouse) on the claim that you wish to delete and choose ‘delete’, the claim will be deleted from the application. This function only works if your claim has not yet been processed.

4. If I receive an EOB that states a claim has been rejected but still shows accepted in the Secure EDI system, how do I resubmit that claim?
Please contact our customer service department for instructions on how to proceed in order for the claim to be removed before resubmission.

5. Can I use Secure EDI to bill Basic payers even if I am an out-of-network provider?
That information is directly linked to the payer’s requirement for electronic billing; please contact our customer service department to determine if the payer accepts out-of-network providers.

6. How can I delete a member from the member’s management look up?
Unfortunately, once the member is entered it cannot be removed. We advise you not to try to enter the information twice.

7. How long does it take to receive payments after submitting a claim though Secure EDI?
The standard is 7-14 business days; however that may vary based on the payer.

8. Where do I enter my NPI number in your application?
We are already adding the NPI number to your account, if you have any questions please contact our customer service department.

9. Can I install the application in more than one computer with the same access information?
Yes, however the applications cannot be used at the same time and the information that is entered in one computer cannot be view in the other, however you will be able to view all the information combined using the SecureTrack free claim tracking system. We highly recommend that you request an additional user to be created for additional computers. If you need any assistance accessing SecureTrack, please contact our customer service department.

10. How can I create an additional rendering provider under the same tax id?
Is very simple: Go to Tools, select Manage Providers, choose ‘Create New Provider’, enter the information, remove the “is billing” check-mark and save the information.

11. How can I receive my EOB (explanation of benefits) through Secure EDI?
ERA (electronic remittance advice) forms are available to you in our resources section on our website and upon request by contacting our service support department

12. How can I print a claim?
At this time that feature is only available for Enhanced Service providers. Please contact our customer service department for information on how to become an Enhanced provider today.

13. Can I bill for future dates of service?
That will depend on the payer that you are billing to, however payers do not generally allow for future billing dates.

14. Where can I change my password?
To change your password(s) please contact customer service for assistance.

15. What do I need to do to be on the SecureEDI Enhanced Service plan?
Please contact customer service and we will forward your request to the Sales department for follow up.

16. What is the setup time and fee for the Enhanced Service?
There is no setup fee to be upgraded to the enhanced service. There is a 24-48 hours to activate your service and you will receive an email advising you regarding your upgrade.

17. Will your software block or affect any other PMS already installed or operating in my computer?
No, it will not affect your other software, furthermore we have an application that will work in combination with your existing PMS.

 

18. Does SecureClaim support installation to multiple computers (more than one installation)?
Yes, SecureClaim does support multiple installations, however you need to contact our technical support or customer service team to unlock the additional copies as well as to understand the differences between multiple installations using a single access ID or multiple IDs. In either case, SecureTrack can be used to access information related to claim submission through either multiple installation method.

Customer Service is available Monday-Friday from 8 a.m. to 6 p.m. (ET.)
Technical Support is available Monday-Friday from 9 a.m. to 6 p.m. (ET.)