July 24

Hardware operating system compatibility with Clinic Pro:
Windows 2000: cannot do automatic updates with Clinic Pro because we send encrypted code that Windows 2000 cannot read.
XP Pro:  no problems.
XP Home: often has problems networking or serving as a server (main computer).
2003 Server: we cannot get Clinic Pro to run on some versions of 2003 Server - we haven't tracked down why.
Vista: we just solved our only problem with Vista; it doesn't come with hyperterminal for dialing bulletin boards to transmit files.  However, the hyperterminal files from an XP machine will work on Vista so we have a workaround.

July 10

XP Home
If your office computer is the XP Home edition, it won't work with the latest version of Clinic Pro or with the touchscreen EHR. XP Home cannot be networked appropriately to work with either the practice management or EMR.

BCBSM Rejections
If you are getting BCBS rejections indicating that the doctor's number is missing or invalid, this error message is not true. The rendering doctor's license number is there.

This is the problem: BCBS has your office listed as a group practice and you are sending an individual NPI number or vice versa. Group practices have to use two NPI numbers, an individual and a group NPI. If you are signed up with BCBSM as a group, you have to use a group NPI during billing. The Group Name must be filled out in the submitter screen if you are a group practice.

This is the tricky part: if you have a group provider id with BCBS and an individual provider id with Medicare (or vice versa), you have to set up two separate submitters even if the claims are going to the same clearinghouse. Whenever you have a group id, you must fill out the Group Name field in the submitter screen. If you are billing as an individual, you must leave the group name empty.

July 6

Medicare/WebMD - For those doubters in the group that believe that the Medicare/WebMD issue is a Clinic Pro problem, we have proven otherwise by switching offices to direct Medicare billing. Their claims are going through. If you want to bill Medicare directly, call support to set up an appointment.

Power surges - this time of the year, power surges are frequent as thunder storms roll through. When Clinic Pro is open during a surge, it can corrupt data. Sometimes we can fix it; sometimes it is too trashed to fix. When this happens, it is critical to have a good backup. If you have an extra $100, buy an external hard drive. This is a great investment. Another secure backup is an online system. An advantage of the online backup is the fact that your data is stored in a facility away from your office in case of fire, flood or manmade disaster. A good online system is Acme Data. They can be reached at 248-310-3736 or www.acmedatallc.com. Be sure to tell them that you are a Clinic Pro client.

Server 2003 - If you have Server 2003, please notify the support staff. Do not try to download the update automatically. There is something in Server 2003 that does not play well with our automatic update process. We have to update you manually.


June 27

We have been advised by a supervisor at WebMD that they are experiencing problems passing through Medicare claims. Clinic Pro is creating the files correctly but WebMD is not mapping them correctly. Until the problem is resolved on their end, Medicare claims will reject.

You have two options if you are currently sending Medicare claims via WebMD:
1. Call our support staff about sending claims direct to Medicare. When we bypass a clearinghouse, we bypass their problems.
2. Drop your Medicare claims to paper until WebMD resolves their issues.

If you want to bill Medicare directlty, call support to set up an appointment. Calling our support staff to complain about WebMD's problem serves no purpose - we cannot fix their problem! We will let you know as we receive news from them.

June 25

Version 3.1: Uncheck NPI only
For right now - until insurance companies are ready for it - be sure to uncheck the NPI Only box when doing billing.

BCBSM:
According to the Web-Denis website, paper claims must be submitted using the new claim forms on July 1. If you are sending a lot of paper claims to Blue Cross Blue Shield of Michigan and are not updated to Version 3.1, email marilyn@clinicpro.com to get on the update list.

Anthem - From the Anthem newsletter: The National Government Services EDI Helpdesk has been experiencing a high volume of calls resulting in a longer wait time for our customers. We truly appreciate everyone’s patience through this period.
To enable us to handle more Electronic Data Interchange (EDI) related inquiries with less wait time, National Government Services will begin processing password resets through Email or Efax beginning July 2, 2007. There will be a 30 day transition period from July 2 through July 31, 2007. During that time, the National Government Services EDI Helpdesk will accept requests through phone calls and mail or Efax.
We're not the only ones experiencing high call volume right now!

Reminder of Version 3.1 changes:
1. The new version moves Illness/Injury date, Last Seen Date (physical therapy) and Date First Consulted from the Ins/Dates screen to the 2 button on the transaction screen. You have to fill in these dates the first time you see a patient - you only have to do it once. They will carry forward to subsequent dates. Watch the tutorials on the CD!

2. If you are billing as a group, fill out the group name on the Submitter screen. This has been moved from the staff doctor screen. Watch the tutorials on the CD!

3. If you are billing to WebMD, you must send claims in the ANSI 837 format. You can recognize these files easily - they start with CP and end with x12. Make sure you have the following on the submitter screen:
Ins Billing Format: NSF2
Submitter ID: ENVOY
Submitter No: 133052274
Sender ID: 383183107
Receiver ID: 133052274
Group ID: 133052274

Custom HCFA:
Because the new CMS-1500 form has quite a few lines where two lines of data are now scrunched into one line, we created a way for you to customize the form to meet your printer specs. Here's what we suggest:
1. First, try every printer type under the Printer Type option of the insurance screen. One of these options may work for you without having to adjust anything.
2. If none of the options print close enough, choose HP as the Printer Type and print the form choosing just one patient.
3. With the form in your hand, click the Edit Custom HCFA form button.
4. On the screen you will see the various fields of the form. Click on the field you need to move and use your arrow keys (located between your regular keypad and your numeric keypad) to move the fields up, down, left or right. Move one field at a time.
5. When you have finished, click X to exit. The changes will save automatically. Then reset the billing file for that patient.
6. Print your form again, this time choosing Custom as your Printer Type. You can edit the form again if needed or just start printing if your test patient went well.

Our support staff can instruct you on making these changes but cannot actually make them for you because they cannot see your printed forms. As you know, sending items over a fax machine distorts the image so you are the best person to make the changes. We made it easy so you could do it yourself. You may need to tweak the form two or three times to get it to print as you want.

Callbacks - if you are on our callback list, we are returning calls as quickly as possible. Thanks for your understanding.

June 13

When you switch into Version 3.1, WebMD billing will now be accessing 837 billing. You need to make sure you have the following values in the WebMD Submitter screen. To check your system, go to Lists, Submitters. Choose WebMD. The following values should be present:

Ins Billing Format: NSF2
Submitter ID: ENVOY
Submitter No: 133052274
Sender ID: 383183107
Receiver ID: 133052274
Group ID: 133052274

Group Name should be empty UNLESS you have both a group NPI and individual NPI numbers. Then you should fill it in.


June 11

Update on ClinicPro Version 3.1 and NPI:

1. We have accommodated the ability to send electronic claims or print 1500 forms with only the NPI numbers. This was mandated on 5/23/07. Unfortunately, there are still many insurance carriers and clearinghouses not ready for this final step - they still want to see your provider id (legacy number) along with your NPI number. For this reason, we have included the option of 'NPI Only' without disabling the option that sends both. From a software vendor's perspective, we are still trying to hit a moving target since every clearinghouse seems to be in a different stage of readiness in meeting a mandated date that has already passed. What fun!

2. If you are currently sending claims through WebMD in NSF format, you will be switched to ANSI 837 with the update; NSF has become obsolete with the NPI number. With ANSI 837, make sure that none of your insurance carriers or patient name/addresses have asterisks (*) or other punctuation like apostrophes in them. (O'rourke needs to be orourke) This will cause rejections.

3. Because carriers and clearinghouses are making new rules as we go along, it has created a backlog in our support department. Not only are we trying to get everyone updated to the new version, we are trying to troubleshoot any rejections you are getting. This is not an easy task when insurance companies themselves cannot provide answers to their own rejections! It is taking an inordinate amount of support staff time to troubleshoot under these circumstances. As a result, we have a callback list in the support department. If you are getting rejections or cannot run ClinicPro for any reason, you make the top of the list. Otherwise, your questions are handled as soon as a support person is available to call you back. While we try to adjust to this new playing field, please have patience. Our commitment to excellent support hasn't changed -- the new rules are making our commitment more than challenging right now and we can't respond as quickly as we would like sometimes. We understand that it can be frustrating for you; trust me, we all share that frustration!

4. If you are in OH or LA and have a lot of Medicaid claims, we suggest that you hold off on inputing the upgrade as long as possible. Medicaid is not ready for the NPI number on electronic or hardcopy claims.

5. If your support is current and you have not received a Version 3.1 update CD, please notify marilyn@clinicpro.com or call (928) 203-0854.

6. There will be an update available shortly that includes updates to the appointment scheduler, necessary billing changes, updates to patient statements and numerous reports. You will be notified when it is available.

In order to best serve you, we have hired two traffic control people, Robert and Jamie. They will be answering most calls and funneling them to experienced support personnel. They are not trained yet to answer your calls. Please help us respond quickly by following these steps:
1. Have an exact description of your problem/question.
2. Explain where it is happening i.e. billing, scheduler, reports, patient statements, etc.
3. Tell us the best people in your office to contact and WHEN they will be available i.e. I'll be here until 6:00 today and from 8:00 to noon tomorrow.
4. Give us a chance to respond. We have some offices calling every hour, talking at length to a different person, reiterating the issue. This repetition slows us down. A squeaky wheel in this circumstance only clogs the system. Once we understand your issue, we need time to problem-solve. If we need more detail, we will call you. Please help us be efficient.

May 31

Forms
1. New 1500 forms can be ordered from Specialty Business Forms, 800-445-5875.
2. Perforated paper - the plain-paper patient statements are designed to print on perforated paper so that the patient can tear the top off and return it with payment. If you would like to order perforated paper (the perforation occurs at 3 2/3 inches), Specialty Business Forms can supply them. Specify item #S38 when you call Pam at 800-445-5875.

Automatic Debit
If you are currently paying support on a quarterly basis, you will be receiving a support bill soon. If you want to avoid the $10 billing fee that will be assessed in future billings, you may do either of the following:
1. sign up for automatic debit at http://www.clinicpro.com/support_recurring.htm
2. prepay the support for a year - we will bill annually

3.1 Update
We are encouraging people to call and schedule their update appointments. Please call 517-351-1021.