Support ServicesFreemedicalclaims.com is fully staffed with full- time Application Support Analysts that are capable of resolving most issues on the first call.
Freemedicalclaims.com Support Hours are Monday - Friday 8:00 AM - 8:00 PM Eastern Time. Support is available by email, web chat and telephone.
All problems, service requests and issues are logged as incidents in accordance with the ITIL support and service model and framework that we follow; feel free to google "ITIL" for further elaboration.
Freemedicalclaims.com is currently migrating to a new CRM ( Customer Relationship Management system) which will log and keep a record of all requests and communications between freemedicalclaims and its customers .This will release us from assigning Analysts to specific accounts; it will allow the first available Analyst to handle the call; yet fully capable of accessing your account history.
Your responsibility as a medical provider ...
Freemedicalclaims.com will provide technology and support assistance for claim file receipt confirmation, claims sent to payers, confirmation reports, Medicare and Medicaid electronic submittal request forms, training of our applications and process and advise on electronic claims best practices. However, it's ultimately the responsibility and the commitment level of the medical provider whether he/she is ultimately successful sending claims electronically.
Medical Providers must check their file submission, freemedicalclaims.com claim confirmation, payer confirmation and claim tracking reports daily.
Medical providers must create a routine and a process to detect and follow-up with claims that were not received by freemedicalclaims.com or were not paid by the payer.
After a brief acclaimation period usually 2 to 3 days, most of your claims should be processed electronically without a problem; however, sometimes you may lose track of a single claim or a batch of claims; should this occur support is always available as described above, but, always use the below best practices to avoid this type of issue or a delay in claim processing.
a) Check your reports frequently, at least once per day.
b) Check for a confirmation report the next day after uploading a file. This is the freemedicalclaims.com confirmation report; all of your claims should be listed.
c) Check for a payer confirmation report; again all of your claims should be listed with a tracking number assigned by the payer for each claim.
d) Should you lose track of a claim for any reason; go back to the freemedicalclaims.com tracking report to confirm receipt; if it's on that report check the payer report. Claims that are confirmed by freemedicalclaims.com but not on the payer report were more than likely rejected by the payer. Check all error reports to confirm.
e) Claims that were confirmed by freemedicalclaims.com and the payers require you to contact the payer directly for further status; keep in mind that many of the large payers will report status for all of their claims until payment.
f) If you find that a specific payer is problematic in giving status or paying quickly; then you must monitor that payer more closely; meaning, you must for a period of 4 to 6 weeks read your reports very closely, contact freemedicalclaims with any large issues, contact the payers frequently about issues on individual claims, doing so, will enable you to understand the payers claim adjudication process. It will take roughly 4 to 6 weeks to understand a difficult payer's adjudication process.
Remember Always Contact Freemedicalclaims.com with Any Concerns.