Sign North Dakota Terms of Use Agreement Fast

Document type sign terms of use agreement north dakota fast

hello everyone and thanks for joining us today my name is jason lotzer and i'd like to welcome you all on behalf of blue cross blue shield of north dakota to the availity provider portal webinar a few housekeeping ideas before we get started today everybody will be on mute during the webinar but you'll be able to ask questions at any time so if you look at the go to webinar panel you'll see a tab where you can type your questions and at the end of the presentation we'll answer as many as possible thanks again for joining us today and you can take it away from here ryan good morning everyone my name is ryan sliminski i'm the team lead of our edi business operations department here at blue cross blue shield of north dakota and i just want to start by saying thanks for joining us this morning as we talk about the availity provider portal and some tips and tricks on things that you can do now as well as some new features that were excited to roll out to you guys so as we take a quick look at the agenda here as you can see we're gonna start by going over some tips and tricks on some of the existing features including eligibility and benefit inquiry claim submission claim status inquiry remittance viewer and referrals then we'll get into a couple of new features that we're excited to tell you about those features being prior authorizations and the direct messaging feature from there we'll go into some resources at your disposal for learning and support with the portal and then we will wrap it up with a q a session before we get too far into it in addition to the disclaimer on the screen here i should also make sure to note that the screenshots in today's webinar were taken from our test and qa environments so none of the data on the screen will be legitimate actual data it's all made up test and dummy information and in addition to myself we have a couple of other members from our edi business operations team on today so a little later on in the webinar you will be hearing from barbara horton about referral and prior authorizations and then lucas fallon will be closing our show today to talk about direct messaging as well as some learning and support resources okay so let's get into the portal as you can see up on the screen is the availability login page i'm sure at this point you've seen it a few times already i want to make sure to get the url out there for anyone who doesn't have it so to get to the site you would just go to apps and then as you can see on the screen here also gives you the option to reset your password if you need that and it will also email you your user id if you should forget that so the first transaction that we are going to take a look at this morning is eligibility and benefits inquiry which is just a way for users to be able to look up eligibility and benefit information for a member whether that member is from north dakota or out of state can do for either one the first tip we have for you on this transaction is to let you know that the subscriber id is no longer required on this if it's a local member so if you have a north dakota member in front of you who doesn't have their card and you want to look them up you can do that by using the members first name last name and date of birth we got a lot of requests for that so we were happy to be able to implement that again it does have to be an in-state member in order to use that the next tip we have for you is to make sure to remember to use the billing provider or facility npi and not the rendering provider mpi we do see some transactions fail on this every now and then so we want to make sure to point that out for you the next and probably most important thing we have to tell you about this transaction is the use of specialty types so we'll show you a screenshot in a second here but the portal does allow you to specify a specialty type or your eligibility request if you choose that it provides extra information on that specialty for you so for example if i was doing a enb inquiry because i needed to run a therapy service for a subscriber i can specify that i'm looking for occupational therapy for example and it'll come back with extra information including like how many visits the members have left or something like that lastly just want to make sure to point out on this transaction and many other ones in the portal there's always a demo available from the screen that you're entering the transaction on so we'll show you that too here this is where you would actually enter the eligibility and benefit transaction as you can see pretty self-explanatory nothing too complex you would start by choosing your payer which would be in this case north dakota it'll allow you to either enter your npi manually or choose it from a drop down if you have it saved and then underneath that you have the as of date but then you have the benefit service type box which is where we mentioned you would enter that specialty code so if you wanted to go above and beyond just basic information this is where you would click that drop down and it allows you to choose from a large list of specialties next under patient search option this is where you specify what you want to search by so the default includes the patient id and last and first name and date of birth but if you want to search without the patient id if you don't have that you can just click that little drop down and choose last name first name date of birth and it will allow you to search with just that information so here we have the results page for the enb search again this is a test environment so the data that does display here is dummy data the other thing i want to point out is that on this test environment screenshot you don't see the member id you will obviously see that in production when you run a transaction so as you can see up at the top it has the information you searched for it also has the plan coverage date so if you want to know the effective date for a member that you searched for it will give you that right there at the top and then at the bottom half of the screen is where it gives you the eligibility and benefit information so you know your co-pays your deductibles if you did enter a specialty type you'll also see all of that information as you scroll down the screen the next functionality we're going to take a look at is electronic claim submission so obviously most of the claims that you send to blue cross of north dakota you're probably sending to us the software that you have at your facility this offers an alternate method in case you need it we see this often used for like secondary or tertiary pair claims reason being that the portal gives you a place to put in the information from the primary payer eob in addition to that we also see this used a lot for corrective claims so if you find you have to do a corrected claim you would enter the information as you normally would but then it also specifies where you can put the primary claim control number things like that so this is just a quick screenshot of what the claims entry screen looks like it's pretty long page so we don't have the whole thing here but it's just as you can see pretty user friendly it'll walk you through field by field what you would want to send to us on a claim the next functionality that we're going to take a look at is claim status inquiry which allows you to electronically search for the status of a claim that you've sent us it'll tell you whether or not it is paid denied or still in process doesn't have to be finalized in order to show up in your results this tool does allow you to get multiple claims back at once in your search results so if you want to view claims over a span of time for a member you can put a date span in the date of service field and you'll see everything you have for that period of time the next tip i can give you is when you do your initial search for a claim it's best to start with just the basic information that you're required to send so npi patient id patient name date of birth and data service there are other optional fields you can use to narrow your results down but what we see is occasionally people will accidentally filter out what they're looking for if they put too much information in so it's good to start with the basics and then add on from there again you want to remember to use your billing provider npi not the rendering provider mpi and with this tool it does tell you if a claim is paid denied or processed and it will give you some extra information however if you're looking for a full-blown explanation of benefits the best tool to use for that is remit viewer so that's one thing to keep in mind is that if you're looking for things like adjustments and how much was paid on each line the remit viewer is probably a better tool for that whereas the focus of this is to tell you the current status of the claim and lastly once again there is a demo available that you can get to from the entry screen so here we just have a quick look at the entry screen for a claim status inquiry transaction as you can see like we mentioned npi patient id patient name and date of birth there are some optional fields spread out among this and then you have your service dates there as well as some other information below that here we have the results page for claim status inquiry so you can see at the top there's the information you search for on the left are the multiple claims that came back so each one of those boxes on the left is a claim it's got a green line on it there is it's some sort of payment on it if it's red it was all denied and then if you had a claim that was still in process yellow line there as you can see in the middle of the screen a lot of information including claim number process date payment as well as the check number and check date that are there and then it will break down each line in terms of how much was paid on that in the middle of the screen you also have a link to remittance viewer so as we mentioned if you were looking for a full blown remit with adjustment reasoning codes and things like that this remittance viewer link here is where you would go so you would just grab the claim number from your screen here and click remittance viewer and then that'll allow you to search for a remit with that let's take a look at remit viewer this is a great tool that availity offers it allows you to look up remittance advice online whether they be for payment or for a take back or recovery when you look up these remits and print them out and view them you can print them out as whole remits but it also allows you to print out single claim information in case you need to forward anything onto a secondary all of the remits that we have back to july 2018 are available to find on this portal so there's a lot of great information here and to search by that information you have a lot of options to use that's a one of the great parts about this tool you can look by check number you can look by provider information npi tax id you can use a claim number you can even use member information so a lot of ways to find what you're looking for and again like most transactions there is a demo available as well so we'll look at a few remittance viewer screenshots here so this first screenshot out of our test environment is the check search results screen so you can search by either check level data or claim level data what we're looking at here is the results from a check search as you can see it gives you your search results on the screen there to get into any of the remits to dig further into it if you look at the check eft number that's a hyperlink that'll take you further into the check there's also a set of icons on the right the very last icon on the right there is the one you would click if you wanted to download a copy to your machine so it'll download that pdf for you if you'd like then as you can see on the left there are some filters you can use too if you have access to more than one organization and ability you can filter using that as well as check amount and date of the agreement and as we mentioned you can also search by claim information so this is the results of a claim information search so same kind of look and feel to it again gives you your results there on the bottom right this time to get into the information the hyperlinks on the claim number in blue there so if you wanted to take a look at a claim that's what you would click and then on the left you have even more filters to work with we kind of ran out of room on our screenshot here but you can filter by organization patient name check them out further down on the screen it even allows you to filter by things like adjustment reason codes and denials or payments so there's a lot of great ways to organize and search for this data and then we have our last remittance viewer screenshot which is what you'll see when you click into a claim so as you can see here it gives you the provider information it then goes down into claim information claim number member information but then it's going to break down the payment and any adjustments so it starts at a claim level and then any service lines you have on a claim it'll go into those one by one so as you can see at the bottom of our screenshot here it breaks down on that first service line the payment as well as the adjustment codes for that service line so any adjustment codes or denial codes or reasons that you have on a service line those are always going to show up in this table as well so with that we'll move on to referrals and authorizations and hand it over to barb thank you ryan i'm just going to briefly go over some functions related to referrals and authorizations here first off is the ability to enter search and track your referral submissions through the portal this allows an alternative to faxing information in and confirmation that your information has been received you can search for referrals submitted both from and to your facility using the inquiry feature and all available users within your organization can see referrals submitted by others on behalf of your organization through their dashboard this is the first screen of the four page referral wizard that'll walk you through the information needed to submit a referral first page is patient data and requesting provider data next would be the service date range that you're requesting and the patient's diagnosis the third page will be where you enter the rendering provider information or the provider that patient is being referred to and then the last page is a review and submit page once you hit submit the referrals are automatically approved and no documentation is needed one of the newer features we've added is the ability to enter search and track your authorization requests this also allows an alternative to faxing and confirmation that your request has been received as well as the current status of the request faster turnaround times on decisions and overall efficiency is improved by eliminating duplication of efforts and facts is not being received like referrals all users within your organization can also see authorizations requested by others on behalf of your organization through their dashboard you may also update authorizations to include additional documentation update discharge information and request concurrent reviews not only for those requests that you enter but also those that others in your organization may have entered as well this feature can currently be used for all members except for out-of-state fep members this is the first page of the authorization request wizard you'll see it's very similar to the referrals wizard it will walk you through entering all of the same information that you would enter on a faxed request there is an eligibility check that's done after this first page is entered to ensure that the member data entered is accurate and you may notice if you already use this feature for minnesota that entry of provider information is a little bit different on ours unlike referrals most authorization requests will require supporting documentation and a review for determination by our staff on the review and submit page you'll see a certification reference number you'll want to make sure to review the note that is returned after you complete your review and submit you'll likely get a message prompt to attach clinical documentation at this point the request is still incomplete until that documentation is uploaded our staff cannot see your request until it's complete you'll accept the sso redirect to access and upload wizard which will bring up a new page and on that page you'll browse to the file on your computer and attach supporting documentation once attached your authorization request will be in pending review status for our staff to make a determination in some instances though you may get an approval message right away with no prompt to attach anything this just means that the authorization does not need any review and does not require documentation for approval here is a snapshot of the dashboard that i mentioned earlier a real-time status of all your referral and authorization requests are visible at a quick glance through this dashboard now just a couple quick notes on statuses here an incomplete status is one that's awaiting documentation to be attached and once again our staff cannot see those requests until they are completed a pending review status is seen on a successful completed request that is awaiting review by our utilization management team and a pending action status is one that's been initially reviewed and our um team needs additional information from you in order to make their determination details on any authorization including any notes that our staff has provided to support the decision are available by clicking into that auth or by clicking on view details under the view action menu you can request an update to add documentation discharge information or to make a concurrent review request either directly from the dashboard or from the details page and this is a snapshot of the inquiry screen inquiry will search and return referrals or authorization requests whether they were submitted through the portal or via fax you can also pin certain requests that you want to keep an eye on to your dashboard and have them readily visible without having to inquire on them each time in order to do this you'll either click the star under view action on the dashboard or click follow this item from the details screen now each of these features referrals authorizations inquiry and dashboard are available through the patient registration tab authorizations and referrals our next presenter is lucasfatland to review direct messaging and some other resources lucas and now i'd like to introduce the second of our two newest features direct messaging this was another feature the providers have been asking for so we are happy to use that feedback to be able to provide this feature and offer a new efficient way for providers to communicate with us direct messaging just went live last month in august but we've already noticed a few of you have found this new feature and have been using it and have provided us with positive feedback direct messaging is a new way to reach the same customer contact center that you already work with however you can now ask your questions electronically through the availability provider portal rather than over the phone this means that for example if you only have a few minutes before you have to run the lunch for the day you're able to log in submit your question and then later in the day when you have time you can come back to the portal and get your answer users can log in and send questions 24 7. this this functionality is connected to the eligibility and benefits and claims status transactions the results page for those transactions is where you initiate a message because it's connected to those transactions most if not all of the key info for your question will be forwarded to our customer contact center along with the question you send users are also able to attach and upload documents including supporting medical documentation that we've requested for a claim this means that if you receive a request for documentation from us on a claim instead of faxing it to us you can go to the ability portal run a claim status request for the claim in question and then send us a message with the required medical documentation included please note that if you do this you need to make sure the request later cover letter is the first page in the attachment conversations or questions and answers are saved indefinitely on the portal and are visible by other users in the organization so they can be used later on as a reference what you're now looking at is a result page from an eligibility and benefit transaction which we went over earlier please note the button that is boxed in red on the top right this is the button to click if you'd like to send us a message the pop-up on the right is where you choose your category for your question type the question and then attach any documents that you'd like to upload please note that the pop-up says to allow two business days or less for a response however the average turnaround time is currently about half of a business day after you've sent us a message and you'd like to check the status of it or read the answer we've given you can go to the messaging application this screenshot is the page you see when you first log into availity some of the icons and messages will be different as this was taken from a demo environment however the messaging application will always be on the top right to see the messages that have already been created and sent click any of the hyperlinks highlighted in the red box this is the view from within the messaging application you'd only come here after sending the message you cannot create a message within this application to create and send messages you must first either run an eligibility and benefits or claim status transaction and get to the results page you can come here to the messaging app afterward to read the feedback provided by the blue cross blue shield north dakota customer contact center this is also the screen where users would go in order to view the answer to previous questions they've submitted or to view questions that have been submitted by other members of their organization the list of conversation conversations will be on the left underneath the search options and will by default show the most recent conversations to filter or search you'd use the search and filter options on the left side of the screen on the right side of the screen the upper half contains the information that came in on the eligibility and benefits or claim status inquiry the bottom half of the screen contains the question that was submitted as well as any feedback or answers provided by blue cross blue shield of north dakota we'd like to finish up by going over a few learning and informational resources for providers payer spaces is another brand new feature is a page within the availability portal that is designed to provide news training links and other resources specifically for bcbs nd providers to get there you go to the payer spaces drop down at the top of the page boxed here in red and then click the bcbs nd icon this is a look at the bcb smd payer spaces page on the availability provider portal there are some items out there already with more to come under the resources you can see there are links to training for each feature in the availability portal under the news and announcements tab you'll find news items as well as links to healthcare news articles the availability learning center is a resource provided by availability that offers detailed step-by-step video training courses and walkthroughs for all the features in the ability provider portal you can access the learning center by going to the help and training drop down in the top right boxed here in red and then by clicking get trained here's a screenshot of the availability learning center this page features trainings for all the different payers that utilize the ability platform so if there are any other payers you use with availability you can search for their trainings here as well to find a training go up to the search catalog item at the top and type in the topic that you're looking to learn more about for any questions you may have when it comes to registration or navigation of the provider portal availability client services is available to help they can be reached at 1-800-282-4548 when reaching out to them please have your availty customer id and your username ready to be helped as quickly and efficiently as possible thanks for that lucas and thank you ryan barb and lucas all of you for the content that you provided today um we're gonna open it up for questions now if anybody has any questions um please i'm gonna remind you to uh uh type those into the questions panel there we've had a few great ones that have come in so far um so i think we'll get started right in on those um one thing i'd like to mention is that um after this webinar this will be shared we have recorded the webinar so if there's parts that you'd like to review or go back to at any point in time um they'll certainly will be available as a video online and anybody that's signed up and registered today um we'll be sending that out so you can view that at a later time and go back and view any of the content from the presenters today um without further ado then i guess we'll we'll get started in on questions i'm going to do a quick sound check to make sure we have all our presenters back ryan are you there sir and barb are you there still i certainly am hello and lucas and cinda are you both there i'm here also awesome um so we've got a few um great questions that have come in um so the first one i'm going to ask is is for ryan in the question is can i submit appeals in the portal yeah it's a great question so at the moment today it's not available however that's definitely one of the items on our roadmap we have including so like appeals for example i know another one that we hear about every now and then is the ability to search by procedure code and check whether or not prior auth is required using the portal uh and then there's some things with attachments too but yeah so it's things like that while they're not available like right now at this moment they're definitely on the roadmap um i can't i don't have an exact date to say hey on this day and time you'll be able to just have at it by any means but um it's that kind of stuff that we're working on and webinars like this and and the survey that you'll get after this and the surveys that have gone out to be honest are where we hear a lot about what providers would like to have added so those are the three that we're really kind of focusing on however you know in the surveys that you do get like i mentioned that's how we that's kind of how we prioritize these things so any other stuff you're looking for any feedback you have certainly be welcome great and thanks for bringing up that uh survey ryan um for everybody that's still on the call with us in the webinar here um we will be sending out a survey right when the webinar closes here and then you'll be getting a follow-up email as well and there will be that same survey link in there so any feedback recommendations uh follow-up that you can provide to us can only make the experience better so we encourage you to take that survey um when you see it uh the next question i have here is for barb um i already have an availability account how do i get access to the new features oh great question um so your account administrator within your organization would assign certain permissions to you depending on what your role is uh to see how who your account administrators are you would go uh to the upper right hand corner under your account and click on my administrators and that will show you everybody who has the ability to grant you various permissions to features great thanks barb lucas i have a question here for you will you have the ability to upload medical records to attach to claims uh yes actually so in the new direct messaging um platform or function there is the ability ability to do this uh so what you need to do is you can just run a claim status request for that specific claim um and then initiate a direct message and within there you're allowed to attach the required medical documentation just to note though you want to make sure that the request lever or letter or cover letter is the first page in that attachment great and we've also got a few shout outs that people are very happy about the new direct messaging functionality and i think that's a great way for a lot of you to ask questions specifically about uh work that you're um working on currently so if you haven't tried that out definitely take a look at that because it's a great way to get in touch and get answers um in the secure environment so um cinda we have a question here for you can i use the portal to correct claims uh that's a great question um you there's not a real time option but there is a replacement option if you go into the web portal and submit a claim and when you do that you go down halfway down the page to claim information that you will see bill frequency and there you will change that from an original claim to a replacement claim and then a drop down will appear to enter that payer control number to put in the icm dcn and complete all the fields there and submit that and that would be how you would do a um claim correction within the web portal perfect thank you um so we got some a bunch of new questions in here again i encourage you to ask questions if you have we still have a bit of time here left so please enter those in the questions tab and we'll get to as many as we can here today um ryan i've got a question for you here um where do you look for the claim status yeah so for the status of a claim if you're just trying to find out whether we got it and whether it's been like paid denied or if it's still in process if you're just looking for that high of a level best thing to do is the claim status tool so again if you don't have access your primary account admin can set you up with access to that but then you would once you have access you just go up to the top of your portal home page and then under claims you'll see claim status that's going to be your best bet in terms of finding out is it paid denied in process if you're looking for something beyond that like if you're trying to find out adjustment reason codes or specific payment information with that your best bet is going to be the remittance viewer screen so you can certainly still do claim status if you want to to get like the claim number or another option you have is to use that remittance viewer page and then if you search by claim you can even search just by subscriber information so you have a couple options i would say it just depends on how much detail you're looking for but the claim status future is probably going to be your best bet to start with and i think uh there's a follow-up question here um to that is there a place to find a remit prior to july 2018 on availa t um ryan sure so the july 2018 day is really just there as a that's for sure everything after july 2018 is out there there are so when we switched over to availity we did try to load some historic data so we tried to go as far back as we could i know there's stuff out there there are some remits out there i think all the way back to like january of 18 maybe even sooner it was just that the load process wasn't super consistent in terms of the various kind of remits that you could get so if you have something before july of 18 it might still be worth a search out there on the portal just for the heck of it to see if it's there just because there are definitely some from earlier than 18. if you don't see it out there there wouldn't be a way to get it electronically through availity but our customer contact center can still help you out with that you just want to give them a call and then they can make sure that that gets out to you great thanks ryan um barb i got a question here for you how do you find forwarding balances uh so on a remit that reference is a forwarding balance it will give you a reference number and even though it may not look like a check number it usually begins with a c you can still search on that ref rence number and that will take you back to the original agreement that um the recovery was made on perfect um i'm going to follow up with one more question to you barb um on patient benefits at some point we get to see if they have telehealth as an option or as a benefit on their plan i believe we are working on that i will have to follow up on that um if you uh we'll get the the um the participants email address i will follow up on that yeah and we do have your emails as they come in on these questions so if we need to follow up on some we will mark those um and get back to you with answers on these questions um thank you lucas i have a question here how do i get more payers in the authorization's request uh by more pairs does that mean other pairs that aren't us i guess i don't know if we maybe we can't ask follow-ups but um we may need to get more clarity on that question so i can go on to the next one here um is there a way for this um to tell us exactly which third party and entity would handle the prior authorization if it cannot go through a vailty so it's kind of a logger question there so i don't know if lucas or ryan you could jump yeah yeah i was gonna say ryan unless you have a succinct answer that might be a good one to follow up on yeah that would there won't be so if it is one of those that's not that available is not the one i guess you know trying to kind of assume what i think they mean by that for this and even for the for that prior previous prior route question if you uh have a prior off for a blues member but it's not north dakota availity will route it to the proper state it does have to be a blue cross with shield member though so for example if you have someone a member from blue cross of minnesota or even let's take it further away from there if you have a blue cross of texas member you need to do a prior offer you can still start it in availability as normal and then availity actually on that like barb had mentioned on that very first screen of the wizard going to when it validates the member excuse me it also looks at what state that member's from and if it's an out of state blue availability will route you to the screen so it's got it's got that however if it's not a blue plan then it gets a little trickier you might run into some errors with the member if it has to be a different entity outside of a blue plan it won't tell you right now in this moment exactly what entity that is but but yeah hopefully that covered it but if not if that doesn't answer that question we can certainly reach out for more detail but at a high level that's kind of the summary of other payers with prior off yeah and in ryan i don't know if we want to talk a little bit about you know if you have questions specific about uh claims or work that you're doing um you can reach out i've pulled up the uh business operations team here um ryan slaminsky is is speaking with us now and he's the team lead and if you have any questions you can reach out to him um but i don't know if you want to chat quickly about uh portal questions about availability as far as reaching out to them as well ryan if you want to touch on that certainly yeah so as jason mentioned you can feel free to reach out to me if you'd like i know you guys all are here you got an invite so my my direct address is on that we are working on getting a better team group public email address you guys can reach out to and once that's set up we'll let all you guys know but i think the key thing to remember here is in terms of who to reach out to for availability assistance available to client services is really going to be the best place the reason being they can actually kind of see transactions that you run so if you try to do something in the portal and it fails they can usually see it right away they can also walk you through things on the portal so long story short they can see quite a bit more and they have access so i would start with availability client services if you're ever trying to navigate and you're wondering why something's not working or if you're trying to set up access to something and you are the primary account admin however as jason mentioned if if there are questions on specifically what we were talking about today you can always feel free to reach out to me and then like i said once we get that team address set up we'll communicate that to everyone as well but but yeah if there's anything we talked about today that you'd like to follow up on additionally feel free to reach out perfect thank you ryan uh cinda i have a question for you here are we able to submit aba pre-authorization via the portal and that i think um i i don't have the answer to so we may need to actually follow up on that one also okay and that's fine and you know on a lot of these um we have all your questions and your email addresses so we will um follow up with these um if we weren't able to answer them today so um so sin is there a coordination of benefits area like there was in thor so it's not the same as thor um what what are they looking for exactly do do we have a little bit more information on this one i do not um they just said it i think there was a feature probably in thor that was coordination of benefits um area and they're just wondering if there's something similar to that in in a validity so i think maybe we could follow up on this one too if we had a little more information thank you okay um i'll go back to ryan here um do providers need to sign up for a particular service to get medical records requests via availity yeah great question so there's not a particularly really it's just a matter of that direct messaging feature that lucas went over in our slideshow so if you're looking to attach medical records to claims to get them to reprocess the service you'd want to sign up for would be that direct message so if you're the primary account admin you'd want to go ahead and add that if you aren't you'd want to reach out to your primary account admin but that's definitely going to be your best bet right now is is to get connected get signed up for that direct messaging service and then once you are that claim status and attachment feature will be a great tool for you and ryan another question here just as a follow-up uh that was in your area where can we find our account id in a validity yeah it's a good question too so when you sign in home page on the right side of the screen you can click my account information and then if you click into that and go into your account or your organization either one really you do have to click into that next screen but when that screen comes up off to the right of the screen you're going to see the name of your organization and then it'll say customer id so it should be a it's usually like a five or six digit number depending on how long you've been an available customer but no that's a great question that id as lucas mentioned that's the one to have handy when you reach out to availability so that would be how you get it great and lucas i'm going to skip to you here um because this is around direct messaging can i request an appeal status update with direct messaging uh yes you can request a status update um but you can't do an original appeal okay so you can yeah you can do an update but not an original appeal i think that's it um so barb is there a way to just print outer emittance instead of having to download it so it sounds like there's just a download feature of the remittance um but is there a way to just print it right from the ability portal um you would download it as a pdf and then it can be printed okay so you do have to download the pdf and then print the print that from there so yeah okay thank you barb so i'm going to go back up to ryan here um this is a little bit longer question um if medical records are requested and we don't have the letter can we request which records are needed via direct message also of no letter do we attach the medical records request form yeah so you can if you receive a request for records which you're not sure which one it is the best way to use the direct messaging feature for that you certainly can't what i would advise doing is running a claim status for it and then clicking that message this payer box and then just mentioning that you received the request for records and you're wondering specifically what they're looking for if you have any kind of a number or a or an id number you know that came in the request that'll probably help the agent out that responds to your inquiry but yeah you can certainly send a question i mean to be totally honest you can send pretty much any kind of claim question you could think of through direct messaging and so this would definitely be one and then when they tell you what records they're looking for to answer the question about the letter yeah if you don't whatever the whether you received the request letter um whatever that forum of the request was that you just want to make sure is the first page on that and even if you misplaced that or was tracked or don't know where it is now you can request that even in the direct message too so yeah pretty much any kind of claim question you can think of outside of as lucas mentioned outside of like starting an appeal you can request the status of an appeal but other than that pretty much any kind of claim question you can think of direct messaging i can handle that for you great thanks ryan um barb i have a question here um can we void a claim through the portal um so we cannot do voids through the portal we can just do a claim replacement okay um lucas uh how do we attach a primary eob to a secondary claim uh primary eob to a secondary claim uh you don't you can't actually attach the eob there's some designated fields where you can enter the secondary info but you can't attach okay and i would just add that um if your software can't support that you can do the the claim entry inability the um if you just log into the portal and do an actual claim entry you can there's fields on there for the secondary information great thanks lucas um cinda um i have a question here is a little longer one again do we and it is do we still need to submit the blue cross blue shield north dakota form when uploading our clinical documentation for pre-authorization request um and there's a little bit or does the information we enter with inability to initiate the authorization request make the form unnecessary uh no you do not need to do that for pre-op okay um ryan another question here will there be additional information regarding mental and behavioral health benefits available per patient's plan um and then they follow up with to include whether copay or deductible co-insurance yeah absolutely so in terms of just copay deductible coinsurance in general you can find that by doing the the general eligibility and benefit inquiry that'll give you the copay deductible coinsurance that kind of stuff is in the basic results but what you could also do then in terms of the question about behavioral health is you can take advantage of that service type drop down and that would be a great a great instance in which you'd want to use that to designate that you're looking for that type of a service when you run your emp so again when you're on that home page right in the middle of the screen when it mentions service type and it defaults to just the general if you go to that drop down and enter in you know that you're looking for mental or behavioral health it'll bring back any extra information that we have but but yeah perfect um barb i have a question here for you regarding searching for forwarding balance um reference numbers where do we search is it in the remit viewer oh yes i'm sorry in the remit viewer uh you will search for that um a reference number um as as like as as a check number the check summary okay um cinda we have a question here um and the person asks we have not been getting the medical records request letters how do i fix that issue um that one we're going to have to follow up on so if you can explore that information that'd be great okay perfect um so cinda maybe you can answer this one what is the best way to build flu shots and go and edit something once submitted if it needs correcting so that again would be um your if you need to correct a claim it would be your replacement so if you've already sent the original claim and you figure out that you need to correct something that's when you do the replacement claim okay perfect and i don't know if we could answer the best way to bill flu shots um would you have an answer for that or would you need to follow up on that as well i think flu shots depend on um the actual provider's software so they may or may not be able to submit those um so they may need to talk to their their vendor but we can also follow up if there's you know additional questions perfect um ryan i'm going to go back to you we only have a few minutes left here everybody so if we did not get to your question be assured that we will follow up with these um ryan and the team will get back to you we have your questions and your emails um and again just to um note that this webinar is recorded so if you want to refer back to something at any point in time um the link will be available where you can watch this on youtube later um as we go through this so um ryan i have a question here for you if we receive an error message when attempting to upload clinical documentation documentation with an ability is there a way that clinicals can be faxed in for review um and then they follow up is there a cover sheet or specific information that needs to be provided in order to link facts clinicals to the ability request yeah that is a good question we've gotten that a couple times so if you submit a prior auth electronically and you run into an error when you're trying to upload that attachment if you try to fax that in it may not necessarily connect so i would i wouldn't rely on that as a default really i think if you're getting any kind of an error when you try to upload that clinical documentation if you can please let us know if you can me you can even reach out to me directly as we mentioned we got my email address there we had heard of that a little while back for the most part we haven't seen that be an issue but if if you are running into problems like more than once when you try to upload that clinical if you let me know we can follow up with you on that but to answer the question about if you send it electronically will a fax connect to it it it doesn't connect to it automatically that's not to say it absolutely can't i mean you can fax it into our fax it into us and we can we can try to do that manually for you but it won't be nearly as efficient so i think the best answer to that question is if you're running into errors when you're trying to upload if you can let me know uh reach out to me or i can be totally honest i can follow up with you i'm sure jordan has jason has to answer for that question and we can we can try to sort that out because we want to make sure that you're able to efficiently do everything from start to finish electronically and that you're able to see that response come back in your dashboard as well and it was a really good question too ryan um so the person asks is there a specific web browser that these tools are function best on so there's another blues plan um they recommend using google chrome when doing prioritizations and availability um you guys recommend chrome or another web browser that's best suited yeah your best bets are going to be chrome or firefox okay that's not to say it won't work with ie or with edge or something else but i would i would try chrome and firefox initially okay very good very good and i think there is probably um i just will let you know that we are running um out of time here we are at 11 um so we're probably gonna end the webinar here shortly but i just wanted to thank everybody for for participating today and all the great questions there is about a dozen questions that we did not get to and some of them are very specific so um ryan barbs and lucas will um be triaging these questions and getting answers back to you as follow-ups on this as ryan had said for any technic l issues with the portal itself and its functionality reaching right out to the ability team is probably your best first option if there's specific claim or other information that you're working on you can certainly reach out to ryan as well if you have very specific questions um especially when we're talking phi or things like that which we can't cover in a in a webinar like today um so without further ado i guess i'm gonna end the webinar for today thank you all for um participating and look for the link of that survey that's going to follow this um as you close go to webinar and then in the follow-up email you'll get a link to that survey as well um and then as a follow-up we will be sending this out um as a link with the full recorded session so you can watch it on youtube um and go back and maybe catch anything that you may have missed that we covered today thanks to all the presenters and thank you all and you have a great day until next time i