Frequently Asked Questions
Q: What Is LINK1500?
Q: What is meant by a Live terminal?
Q: I understand that certain insurance carriers presently do not accept claims electronically. What do I do with these claims?
Q: What is meant by Print & Mail?
Q: I want to print and mail my non-electronic claims myself. How is that accomplished?
Q: Do I need to list the Payer ID number on my claim form?
Q: What is an electronic PIN number and do I need one?
Q: If I want to submit claims to a carrier that is on the list of those requiring a PIN, how do I determine what my PIN is for that carrier?
Q: Will I have to enter my claim information twice using your system?
Q: I am not computer savvy. Is your software difficult?
Q: How soon can I expect payment on my claims?
Q: Will your software interfere with my office's practice management software?
Q: What payment options are available?
Q: What if I don't submit any claims during a particular month?
Q: When will I be billed?
Q: By using credit card or automatic debit, will I receive an invoice each month?
Q: Can I pay in advance?
Q: When is MD On-Line support available and how much does it cost?
Q: I need information about a specific transmission or claim. What should I do?
Q: What is Claim Status?
Q: I have purchased a new computer/software package. Do I need to notify you?
Q: Our practice is planning to move to another location. Should we notify you?
Q: How do I send claims to Medicare, Medicaid, and/or Blue Cross/Blue Shield?
Q: Can I send claims with secondary Payers?
Q: I'm concerned about the security of my claim information and I've heard some electronic claims companies use the Internet (World Wide Web) to transmit their data. How safe are my claims with your service?
Q: How often can I submit claims and during what hours?
Q: What types of claims can I submit using your LINK services?
Q: Do I need a modem for my computer and what kind should I get?
Q: How much do upgrades cost and how do I get them?
Q: I know I need to change or add information to my CMS- 1500. I cannot manipulate my software to make the changes myself. What should I do?
Q: What if support is no longer available from my PMS vendor?
Q: What is LinkMail?
Q: Will I receive a report every time I submit claims?
Q: How much does your software cost?
Q: How can I get more information?
Q: How Does MD ON-LINE Account For a ‘PROVIDER’?
Q: What insurance companies can I submit claims to using your service?
A: Presently, we can submit your claims to over 1800 insurance companies electronically, and most others via our Print & Mail service. See our Payer Lists for our electronic payer connection specifics.
Q: What Is LINK1500?
A: LINK1500 is the name of our online claim form product that allows you to simply submit your claims electronically via the internet by filing out our online version of the CMS-1500 form right from the MD On-Line website. This process is fast and easy and our system tracks all of your submissions.
Q: What is meant by a Live terminal?
A: When you first register to use our ‘batch-mode’ product, WebLink, you will start by operating in test mode. While in test mode you will be asked to transmit a small packet of claims to verify that we can read your transmissions successfully. When confirmed, your account will be switched to Live status and you will be ready to send all your commercial (a.k.a. participating) claims. Note: The submission of most non-commercial (a.k.a. non-participating) claims requires additional registration steps to be completed before live processing may commence.
Q: I understand that certain insurance carriers presently do not accept claims electronically. What do I do with these claims?
A: Our system has been designed to automatically separate claims that can go electronically from those that can not. The claims that cannot go electronically will be separated out of the session packet and automatically directed to our Print & Mail service.
Q: What is meant by Print & Mail?
A: When a batch of claims is transmitted to the MD-On Line network, within that batch there may be claims that cannot go electronically. This is because the payer that the claim is intended to reach is not currently set up to receive claims electronically. Most often, MD On-Line can print those claims and mail them (hard copy) directly to that specific payer. A per claim fee applies to this service.
Q: I want to print and mail my non-electronic claims myself. How is that accomplished?
A: MD On-Line offers an option to opt-out of the Print & Mail service for those customers who would rather handle the process for paper claim submissions themselves. Once sorted and separated from the electronic claims in their claim batch, their non-electronic claims can be redirected back to you. To opt-out of our Print & Mail service, contact our billing department at (888)499-5465.
Q: Do I need to list the Payer ID number on my claim form?
A: No, based upon the Insurance company name and address listed on your HCFA form, we match up the correct Payer ID numbers for you. This saves you a lot of time and hassle as Insurance companies change their names and Payer ID numbers from time to time.
Q: What is an electronic PIN number and do I need one?
A: Certain carriers require an electronic network ID number, or (PIN), to be present on the HCFA 1500. This number is a unique identifier for your practice. Upon request, we can provide you with a list of the known carriers requiring a PIN number.
Q: If I want to submit claims to a carrier that is on the list of those requiring a PIN, how do I determine what my PIN is for that carrier?
A: PIN's can be requested from the Provider Services or the Electronic Data Interchange (EDI) department of the carrier you wish to submit to. Some carriers automatically assign a PIN (which can be found on an EOB statement) to all providers submitting claims. Other carriers will process your request and generally assign a PIN right over the phone.
Q: Will I have to enter my claim information twice using your system?
A: No. Our product is a "claim capture" program which interacts with your practice management system to acquire and send the claim information you have already entered.
Q: I am not computer savvy. Is your software difficult?
A: Our program is extremely easy to use. WebLink and Link1500 were specifically designed with the casual computer user in mind. Also, we have friendly customer Support representatives who can assist you with any questions you may have.
Q: How soon can I expect payment on my claims?
A: The average turnaround time on claims submitted electronically is from 7 to 14 business days; however, we can not guarantee specific turnaround times due to factors within downstream clearinghouse and payer pipelines that are beyond our control.
Q: Will your software interfere with my office's practice management software?
A: No. Our program is totally separate from your existing practice management system. It simply transmits the claim information that your software "hands" it.
Q: What payment options are available?
A: We accept payment by credit card (MasterCard, Visa, American Express) or automatic debit from your checking or savings account. We wish to limit the volume of paper that enters and leaves our offices as well as yours, therefore checks are accepted only under pre-approved circumstances. We also offer several pre-payment options that can save you more money.
Q: What if I don't submit any claims during a particular month?
A: You will only be responsible for the Monthly Minimum charge.
Q: When will I be billed?
A: You will receive your billing statement on a monthly basis beginning the month following your first live claims transmission. We send these via our proprietary mail service, called LinkMail, another feature of your MD On-Line product.
Q: By using credit card or automatic debit, will I receive an invoice each month?
A: Yes. We provide monthly statements of your account activity indicating your method of payment. If you pay by credit card or automatic debit, no action is necessary on your part. Your monthly billing report will also include a service report outlining the claims you submit categorized by the insurance company the claims were sent to.
Q: Can I pay in advance?
A: Yes. We offer customers the option of prepaying for commercial claim charges. However, customers using this option will continue to be billed monthly for any non-commercial and/or paper claim charges incurred. Call us to discuss customized billing options.
Q: When is MD On-Line support available and how much does it cost?
A: Technical and Customer Support are available Mon.- Fri., 8:30am to 6:00pm (Eastern Standard Time). All support services to MD On-Line customers are free of charge!
Q: I need information about a specific transmission or claim. What should I do?
A: You should contact our Customer Support Department (888)499-5465 with a tracking number found on your session results report (a.k.a. post-transmission report) and they will assist you. Please note that we are not a billing service and can only assist you in tracking your claims between your terminal and the carrier. We cannot provide information on the claim once it has entered the carriers system unless you are a subscriber to our Claim Status service and the payer is a participant of that program.
Q: What is Claim Status?
A: Claim Status is an enhancement to our LINK products that provides an extra level of information about your claim. Many insurance carriers respond with a transaction format which allows additional information which we can make available to you once your claim has entered the carrier’s processing system.
Q: I have purchased a new computer/software package. Do I need to notify you?
A: Yes. We must be aware of any major changes to your system including new hardware (computer or modem), new software (PMS system or revision), new phone numbers, etc. Any changes within your system that could potentially affect your ability to communicate with us should be brought to our attention as soon as possible. If in doubt, call our Technical Support team at (888)499-5465.
Q: Our practice is planning to move to another location. Should we notify you?
A: Yes. If you will be receiving a new phone number, we must be made aware of the change. There are several system security issues that need to be addressed should you wish to reinstall your software or you plan to relocate your existing computer terminal. If the proper procedure for reinstallation is not followed it could delay or prevent your claims from being forwarded properly. Many of these security features are in place to protect you from fraudulent use of your system.
Q: How do I send claims to Medicare, Medicaid, and/or Blue Cross/Blue Shield?
A: Sending claims to these carriers requires a more complicated registration process, which can sometime take up to 4-6 weeks. We will supply the necessary forms to begin and can assist you in this process.
Q: Can I send claims with secondary Payers?
A: Medical claims naming a secondary payer can be sent electronically as long as the primary named carrier accepts claims electronically. However, due to the EOB attachment required by most secondary Payers, once the secondary named carrier information replaces the primary on your HCFA, those claims will need to be printed and mailed with a hardcopy of the EOB attached.
Q: I'm concerned about the security of my claim information and I've heard some electronic claims companies use the Internet (World Wide Web) to transmit their data. How safe are my claims with your service?
A: Our WebLink product is our most popular option available to you for submitting your claims via the World Wide Web. When using WebLink, the integrated encryption features of your web browser in conjunction with our Network Solutions Site Seal provides the highest level of confidence in the protection for your data transmissions. Either way, you can be assured that your claims are always handled in the strictest confidence, using the latest security features.
Q: How often can I submit claims and during what hours?
A: You may submit as often as you would like. Our network is available to receive claims 7 days a week, 24 hours a day.
Q: What types of claims can I submit using your LINK services?
A: We presently accept the CMS- 1500 Professional Health Care claim form in a print image/text file, NSF or ANSI-837 format.
Q: How much do upgrades cost and how do I get them?
A: As a MD On-Line customer version upgrades are automatically downloaded to your computer without any action on your part and at no charge. Information about new products and enhancements that work in conjunction with our claim software will be sent to you via LinkMail for your consideration.
Q: I know I need to change or add information to my CMS- 1500. I cannot manipulate my software to make the changes myself. What should I do?
A: The software vendor that supplied your practice management software is often the best source of information and support in making these types of changes.
Q: What if support is no longer available from my PMS vendor?
A: Contact our Technical Support Dept. (888)499-5465 option 2 and we will make every attempt to assist you.
Q: What is LinkMail?
A: LinkMail is MD On-Line's internal system of communication to our customers. When you connect with our system, your messages are automatically downloaded right to your terminal. You will be able to read, print and/or save these messages which can address anything from claim submission feedback to your monthly bill.
Q: Will I receive a report every time I submit claims?
A: Yes. This report is known as the Session Results (a.k.a. post transmission report). It lists the claims that were submitted in each claim file transmission. The report provides summary information on each claim and whether the claim went electronically or will be printed to paper and mailed. This report should be treated as a receipt of what was transmitted and should be kept as a permanent record for reconciliation purposes.
Q: How much does your software cost?
A: We charge one-time startup fee. Also, a monthly minimum fee for unlimited claims to the carriers listed on our participating payers list. Since some practices can qualify for discount and sponsorship programs, please call us for up to date pricing based upon your situation.
Q: How can I get more information?
A: Call one of our Account Executives at (888)499-5465 option 1. They will be happy to answer any additional questions you may have.
Q: How Does MD ON-LINE Account For a ‘PROVIDER’?
A: A provider within our system generally equates to a unique National Provider Indentifier (NPI) number. These identifiers are typically supplied to us in a standard claim as rendering and/or billing information – fields 24 (837 loop 2310B) and/or 33 (837 loop 2010AA). MD On-Line will not bill for both the individual and group entity so long as both are provided and the associations between them can correctly be indentified.
