Trading Partners
Frequently Asked Questions/Troubleshooting
We have provided the answers to many of the common
support questions that we get. When possible, we have
included tips to avoid encountering some of these problems.
- What should I do if my login is suspended?
- What should I do when I need to set up a new provider under
my NPI number?
- How do I know if you received my claims file?
- How long should I wait for
the 997 or Claims Confirmation Report to be delivered to my mailbox?
- How long do NPI numbers stay on the security file?
- What should I do if my login is suspended?
Answer: Please
contact the EMS Help Desk at 1-800-472-6481 option 1 to request that
suspension be lifted. This
request can only be made by those listed as
contacts for the trading partner making the request.
Password Criteria:
- Must be eight (8) characters in length, no longer or
shorter
- Must include both alpha and numeric characters
- Can’t be reused for at least six (6) generations
- Must be changed every 60 days
Special characters may be used in
your password but are not required. If you choose to use special characters in
your password, the following is a list of valid characters to use.
* : “ ; \ @ # $ % ^ & ( ) _ -
+ = { } [ ] | ‘ < > , . ? / `
We encourage you to make your
passwords as strong as possible.
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- What should I do when I need to set up a new provider under
my trading partner number?
Answer: Provider numbers must be added to our security file before
you can begin submitting claims.
Providers should complete the EDI Change Form to request that a
number be added.
Please fax completed form to 785-290-0720, or you may submit by using the
e-form. A confirmation letter will be faxed once the request has been
processed. This usually takes 3-5
business days.
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-
How do I know if you received my claims file?
Answer: Reports generated by the EDI system are returned to the
electronic mailbox of the user (trading partner) who submitted them. It is the responsibility of the trading
partner to review and take action on the reports. Response Reports
Manual
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-
How long should I wait for
the 997 or Claims Confirmation Report to be delivered to my mailbox?
Answer: Reports will normally be returned within 2 - 4 hours after
claims submission. The time frame for producing reports is dependent on the
total volume of claims received and can fluctuate greatly. If reports are not
in your mailbox within 4 hours of claim submission you may check the EDI Status
line at 800-472-6481 Option 2.
Note: Reports are only available for 30 days after transmission
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- How long do provider numbers stay on the security file?
Answer: In an effort to keep this
file up to date, provider numbers with no activity for at least six months will
be deleted from a trading partner number. Once deleted from a trading
partner number, the EDI Change Form must be completed to re-add this number.
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