Support Tickets

Support Tickets Overview

The Support Tickets system helps manage and track user inquiries within the Claim.MD platform.

Guidelines for Creating New Tickets

Follow these guidelines to ensure efficient resolution of support inquiries:

• Claim Issues: Create tickets from the View/Edit Claims page for claim-related issues.
• ERA Concerns: Use the View ERA page for ERA-related issues.
• Eligibility Issues: Submit tickets through the Eligibility page.
• General Inquiries: Use the Support Tickets page for issues not related to claims, ERA, or eligibility.
  Examples of general inquiries include:
  • Claim.MD login issues
  • User interface problems
  • Managing users
  • Provider enrollments

Creating a General Ticket

1. Go to the Support Tickets page.
2. Click New Ticket.
3. Select a ticket type (e.g., Web Interface Issue).
   
4. Indicate if it is a new issue or associated with an existing ticket.
5. Enter issue details in the text box.
6. Click Submit Support Request.
7. The ticket will appear under Open Tickets.
   
8. Click on a ticket to open it and reply to responses from Claim.MD support.
   
9. To attach files, click the paperclip icon, select Choose File, then click Attach.

Attaching Files to Support Tickets

• Click the paperclip icon, select Choose File, then click Attach.
  

Ticket Search

The Support Tickets page includes a search feature:

• All Tickets: View all account tickets.
• My Tickets: View tickets created by you.

Search options include:

1. Leave the search field blank to display all tickets.
2. Enter a ticket number to find a specific ticket.
3. Enter keywords to find relevant tickets.

Missing ERA Tickets

To initiate a Missing ERA Support Ticket, first confirm your ERA enrollment with the relevant payer. Once verified, follow these steps:

1. Navigate to the Support Tickets page.
2. Click New Tickets.
3. Select Missing Remittance (ERA) / ERA Enrollment.
   
4. Choose the appropriate provider for which the ERA is missing.
5. Select the corresponding payer.
6. Enter details such as the check number, amount, and date (one example is sufficient).
7. Click Add Example Check/EFT to include the check information.
8. Click Continue Ticket to complete the process.
9. In the description section, provide details such as:
   • Was the provider previously receiving ERA from this payer, and did it stop?
   • Are there other missing ERAs for this payer and provider?
10. If a paper EOB was received, attach it to the support ticket. *Note: Missing ERA requests for UHC plans and Cigna must include an EOB or another supporting image (screenshot, etc.).
11. If no EOB is available, provide a Direct Deposit Acknowledgment Receipt (DDAR) or the bank transaction ID (only transaction ID data is needed).
12. Click Submit Support Request to finalize the request.

Attaching EOB and/or DDAR

After submitting the ticket:

• Open the ticket from the list on the left-hand side.
• Click the paperclip icon at the bottom left.
• Select Choose File, pick the file from your drive, and click Attach.

Getting Help from View/Edit Claims

• Click the button to create a ticket linked to a specific claim.
  
• Describe the issue and submit the request. Support replies will appear in the ticketing system.

Getting Help for ERA Issues

1. Go to View ERA from the left-hand menu.
2. Click Search ERA and find the relevant record.
3. In the ERA list, select Get Help from the dropdown.
4. Enter a description and click Submit Support Request.
   

Getting Help for Eligibility Inquiries

• Click the button in the View Eligibility menu.
• Enter issue details and click Submit Support Request.
• Track the ticket status in the Support Tickets page.