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eSolution FAQs

QUESTIONS REGARDING ALL CODING WEB APPLICATIONS:
How can I get training on coding applications?
How often are the online reference applications updated, and how do I download the updates?
What is the schedule for data updates and system maintenance through the end of 2013?
I have Internet Explorer version 9 on my computer. What should I do to use the Optum coding reference applications with this browser version?
After several tries to log in to one of the applications, I received the message ‘Maximum login attempts exceeded.’ What should I do?


ADMINISTRATOR FUNCTIONS:
Can I make more than one person an administrator?
Once I set up my users how will they know?
How do I apply add-on modules to my applications and once I add them how do I know they were added correctly?
We have subscriptions to both EncoderPro.com Expert and EncoderPro.com For Payers. Can I set up users for one while I’m signed into the other?
We have subscriptions to several different Optum applications. If a user is already defined for one of them, how can I add access for that user to another application?
We have subscriptions to several different Optum applications. I’m currently signed in to one of them (call it Application A) and want to define a user for another (Application B), but this person is not currently defined in any of our subscriptions? Can I define the user for Application B while I’m still signed in on Application A?
We have multiple subscriptions on our account. How can we tell which users are defined into which subscriptions?
We have multiple subscriptions for the same application. I’m defining a new user. How do I know which subscription to choose in the Application Filter box?
When I am adding a user do I click on the "add subscription" link?
What does it mean when I am setting up a user and it says "Username already exists"?


PRODUCT-SPECIFIC FAQs:
EncoderPro.com
What's the difference between the Standard, Professional, and Expert versions?
Why isn't my state in the LCD Medicare Carrier box when I click on the LCD link for a given CPT code?
We thought we placed a renewal order for our EncoderPro subscription. Why does "Subscription Renewal" link (with the green alarm clock) still show that it will expire soon?
ASCExpert.com
How do I look up LCD policies or see Medical Necessity in ASCExpert.com?
I work in a hospital outpatient setting. Would ASCExpert.com be an appropriate tool for me?


CODING FAQs:
What are the differences between Conflict View and Code View in the CCI check?
Where do I find the modifiers that can be billed with this CPT code?
How do I search for E-codes in this application?
What does the information under Medicare Rules in the physician fee schedule section mean?
Why does the modifier 51 edit continue to appear?
Why are the Wage Index numbers in the DRG Calculator different from what I entered into my preference settings?
If I have the diagnosis and the procedure codes that were billed on a claim, is there a place for me to enter these to determine the DRG?
How does the Outpatient Prospective Payment System (OPPS) apply to the payment rates founding in the ASC calculator?


DATA VAULT AND DESKTOP APPLICATIONS:
I received a message when I tried to log in to the Data Vault, telling me my account is locked. What should I do?
For How do I install EncoderPro Desktop version(s) and/or Code-It-Fast on Windows 7?


MINIMUM AND RECOMMENDED SYSTEM REQUIREMENTS:
For the Coding Solutions online applications
For the EncoderPro Desktop products


CONTACT TECH SUPPORT:
Submit online inquiry form


I received a message when I tried to log in to the Data Vault, telling me my account is locked. What should I do?
  1. Log into your account at www.OptumCoding.com(If you have not already registered with OptumCoding.com, go to http://www.OptumCoding.com/Register/ and register using your Customer Number and Contact Number)
      Enter your:
    • Customer Number (C#)
    • Contact Number (T#)
  2. Once you are logged in, click on the blue "Subscription Updates" link. This appears below the red "Your Account" header.
  3. Read through the LICENSE AGREEMENT and click "Accept License Agreement" at the bottom of the page. If you receive an error message stating that the account is locked, please call 800 765-6818 and select option 5.
  4. Select eBook or data file product from the list of available downloads by clicking on the product name.
  5. Double-click the "ebook" file and follow prompts to complete installation.
If you have questions about downloading from the website, please call: 1-800-765-6797.

How do I install EncoderPro Desktop version(s) and/or Code-It-Fast on Windows 7?
  1. Go to OptumCoding.com
  2. Click on the “support” link
  3. Select “product updates”
  4. Scroll down to “software updates” and click on the EncoderPro product you have purchased
  5. Click Version # Download link
Or if you have a CD:
  1. Insert the cd into your drive. If the auto run starts, cancel out of the process.
  2. Click on the "Computer" icon.
  3. Right click on the drive the cd has been inserted in and select open.
  4. Right click on "setup.exe" and select "Run as Administrator".
  5. Follow the prompts to complete the installation.

I have Internet Explorer version 9 on my computer. What should I do to use the Optum coding reference applications with this browser version?
 You’ll need to turn on “compatibility mode” in Internet Explorer.
  1. Go to the application website login screen and login.
  2. There are 2 places to enable the compatibility mode. You can use either one.
    1. Look for the compatibility icon that appears to the right hand side of the address bar. The icon looks like a torn or dotted page. Click on that icon and it will allow you to run the program in the compatibility mode.
    2. If you do not have the compatibility icon, open up "Tools" and then select "Compatibility Settings". Allow the program to run in the compatibility mode.

After several tries to log in to one of the applications, I received the message ‘Maximum login attempts exceeded.’ What should I do?
  1. Close out of all your open internet browsers.
  2. Wait a couple of seconds and then launch a new browser.
  3. Go to the website and enter your login.
QUESTIONS REGARDING ALL CODING WEB APPLICATIONS
How can I get training on coding applications?
Check the home page. We often post links to general training classes. Or ask your rep about how to schedule a class just for your group.

How often are the online reference applications updated, and how do I download the updates?
All the Optum Coding Solutions applications are updated on the first of every month automatically. You don't need to do anything to always have the latest codes, rules, and policies. (The exception to this is the Medical Reference Engine, which is updated every night.)
What is the schedule for data updates and system maintenance through the end of 2013?
Monthly data updates will be performed the last business day of each month. To accomodate the update process, the applications will be taken offline for a brief period of time on each of the scheduled dates shown on calendar available here. Down time will be from 6:00 pm to 12:00 am Mountain Time in the U.S.

ADMINISTRATOR FUNCTIONS

Can I make more than one person an administrator?
Yes, you can actually have as many administrators as your organization needs.

Once I set up my users how will they know?
They will receive an email containing the user name and password you set up for them from prod@ingenix.com

How do I apply add-on modules to my applications and once I add them how do I know they were added correctly?
Go in to the end user you want to add the add-on to, click on the edit button (it looks like a pencil .) Click on the User Subscriptions tab, it will display a list (using icons) of add-on features you have available. Click on the edit icon on the right (the pencil.). Click on the check boxes of the add-ons you want to add to their subscription then click save. Have your end user log out of the application then log back in to activate their add-on features.

We have subscriptions to both EncoderPro.com Expert and EncoderPro.com For Payers. Can I set up users for one while I’m signed into the other?
There are 4 different versions of Encoderpro.com. Three of them (Standard, Professional, & Expert) all run at the same internet server address (or “URL”) and therefore you can set up users that belong to any of these versions while signed in under another. However, the For Payers version runs at a different URL, and therefore you need to set up your For Payers users while signed in to the For Payers application, and your Expert users while signed in to the Expert version.

We have subscriptions to several different Optum applications. If a user is already defined for one of them, how can I add access for that user to another application?
Find that end user on your list of users, and click on the pencil icon on the right side. The third tab will be “User Subscriptions” – click on that. Then click on the Add button on the right side. Use the Subscriptions pull-down box to identify the new application you’re adding for this user, and click on Save.
We have subscriptions to several different Optum applications. I’m currently signed in to one of them (call it Application A) and want to define a user for another (Application B), but this person is not currently defined in any of our subscriptions? Can I define the user for Application B while I’m still signed in on Application A?
Yes, but it would be easier and less complex if you add the user while signed in to Application B. However, if it’s necessary to do it while signed in to Application A, then here are the steps to follow:
  1. At the list of all defined users, click Add at the right side. Enter the information for the new user.
  2. Un-check both boxes just above the Save and Cancel buttons. Then click on Save.
  3. Back at the list of users, pull down the list box labeled “Application Filter” and select “No Applications” (near the top of the list.) Then click on the Filter button. The user you just defined should appear.
  4. Click on the pencil icon on the right side, to edit this new user.
  5. Click on the 3rd tab, “User Subscriptions”
  6. Click on the Add button on the right.
  7. Select the subscription you’re assigning this user to, and click on Save.
  8. Check with the user to make sure he or she has received the logon information.

We have multiple subscriptions on our account. How can we tell which users are defined into which subscriptions?
Each subscription in our system is assigned to a specific subscription number. In Encoderpro.com the user administration screen will show you the subscription numbers for each user. However, this info is not available in some of the other applications. If you need assistance, please contact Technical Support (800-765-6797; techsupport@optum.com) for help.
We have multiple subscriptions for the same application. I’m defining a new user. How do I know which subscription to choose in the Application Filter box?
Each application in the list will show you the expiration date for subscription and the number of users available for assignment. In EncoderPro.com, you’ll also see the subscription number. This information may be sufficient for you to identify the target subscription for this new user. If not, please call either your account representative or Technical Support (800-765-6797; techsupport@optum.com) for assistance.

When I am adding a user do I click on the add subscription link?
No, you need to click on the Add button in the upper right hand corner of the Users section.
What does it mean when I am setting up a user and it says Username already exists?
Usernames must be unique among all users in all subscriptions, across all accounts. Two examples of unique usernames would be email addresses and firstname lastname #, but any unique name will work.



PRODUCT-SPECIFIC FAQs
EncoderPro.com
What's the difference between the Standard, Professional, and Expert versions?
EncoderPro.com Standard includes all of the information from all three code books (ICD, CPT, and HCPCS) as well as the lay descriptions from the Coders Desk Reference books and the color codes from the code books. It also includes the CodeLogic© search engine, which allows users to search by terms, acronyms, misspelled words, individual codes, ranges of codes, or multiple codes across all code sets at once or one at a time. ICD-10 search capability is now also included.
EncoderPro.com Professional includes all of the above plus CCI lookup, search for current LCD policies and Medical Necessity, RVUs, Global information (total days, split), detailed modifier guidelines and coding tips and alerts (from our Coding Companion books), Cross Codes, and carrier-specific Lab and DME fees.
EncoderPro Expert.com includes all of the above plus a Compliance Editor that allows you to check multiple codes billed together for possible issues that could lead to denials, based on 75+ edits for Medicare claims (plus a specific contractor’s policies) or 55+ edits for Commerical claims. Also you get a more detailed LCD Policy search engine that includes retired policies, search by keyword, ICD code, effective date range, or policy ID. The Expert version also includes your Medicare carrier’s updated MPFS fees.
While all three versions currently have ICD-10 search capability, only Expert has ICD-10 mapping. However, ICD-10 mapping is scheduled to be added to Standard and Professional in the not-too-distant future.
Why isn't my state in the LCD Medicare Carrier box when I click on the LCD link for a given CPT code?
Only carriers with an active policy for the code selected will come up in the search box
We thought we placed a renewal order for our EncoderPro subscription. Why does "Subscription Renewal" link (with the green alarm clock) still show that it will expire soon?
Renewal orders are considered "future orders" in our system. You will not be billed (and the clock won't reset) until the day the renewal order activates.
ASCExpert
How do I look up LCD policies or see Medical Necessity in ASCExpert.com?
ASCExpert.com displays LCD buttons next to the CPT codes that have active policies in the states selected in your preference settings. You can create additional preference sets for other states if needed, and you can switch among your preference sets easily. To create a preference set: click the "User Profile" (single person) icon in the upper right header. Select the "User Preference" tab, and click the "Add" button. Fill in all the boxes and click "Save". You can also do a policy search by clicking the "Compliance" tab and selecting "Coverage Policy Lookup" and then "Policy Search". Once a policy is found you can click on "Data" to see the codes covered by the policy (including the ICD codes that support Medical Necessity) or you can read the entire policy right off the carrier's website by clicking on the policy ID.
I work in a hospital outpatient setting. Would ASCExpert.com be an appropriate tool for me?
Yes and no. While the basic code look-up would be useful, ASCExpert.com was designed to address the reimbursement, rules, and requirements unique to free-standing Ambulatory Surgery Centers. RevenueCyclePro.com would be a better tool to assist with coding and billing both inpatient and outpatient hospital claims.
CODING FAQS
What are the differences between Conflict View and Code View in the CCI check?
When the results of your CCI edit check are displayed, the CCI Conflict View only displays the codes that have a CCI conflict with one another. The CCI Code View displays ALL of the codes entered and describes whether or not a CCI edit conflict exists.
Where do I find the modifiers that can be billed with this CPT code?
The modifier crosswalk can be view from the code detail page of any CPT/HCPCS code, or by selecting the modifier list from the coding menu.
How do I search for E-codes in this application?
EncoderPro.com, all versions & ASCExpert.com: There are two main ways to search for E-codes. You can type in a specific term into the search box, or you can search the E-code index found on the coding menu. The second way is to type in code E000 into the search box and then scroll through the tabular section. You can also get a list of all the E-codes via the Coding menu: select Coding > ICD-9-CM Dx > Vol 1 > External Causes.
RevenueCyclePro.com: Type in the specific term into the search box. Or, type in code E000 into the search box and then scroll through the tabular section. Go to Coding/ICD9 Vol. 1/All codes. The E code range (and code branches) shows as a hyper link.
What does the information under Medicare Rules in the physician fee schedule section mean?
This section lists the Medicare edits that are applicable to the selected CPT/HCPCS code as found on the Medicare Physician Fee Schedule.
Why does the modifier 51 edit continue to appear?
EncoderPro.com, all versions:This edit identifies line items that do not contain the required modifier 51 for multiple procedures. This edit alerts that user that the modifier is required and does not take into consideration those payers that will automatically append the modifier themselves. If your payer auto-populates modifier 51, then you should bypass this edit.
Why are the Wage Index numbers in the DRG Calculator different from what I entered into my preference settings?
RevenueCyclePro.com: The Wage Index that is selected from the pre-populated list or that is entered the Custom Wage Index field is only used in the calculation of outpatient reimbursement. The Wage Index used in the DRG Calculator is pre-loaded and is based on CMS data. Inpatient Wage Index amounts are updated October 1 of each year. Outpatient Wage Index amounts are updated January 1 of each year.
If I have the diagnosis and the procedure codes that were billed on a claim, is there a place for me to enter these to determine the DRG?
RevenueCyclePro.com: We currently do not have a grouper built into RevenueCyclePro.com. However, you can use the DRG cross code function to view the diagnosis and procedures that have been grouped to a specified DRG. There is also a DRG crosswalk hyperlink for ICD-9 Vol. 1 and ICD-9 Vol 3 codes on the range and detail pages.
How does the Outpatient Prospective Payment System (OPPS) apply to the payment rates founding in the ASC calculator?
ASC Expert: The reimbursement information found in the ASC calculator should only be used for free-standing Ambulatory Surgery Centers. A free-standing ASC is considered independent and not a part of any other facility or operated by a hospital. They are reimbursed on a system that is similar, but not the same as, OPPS.
MINIMUM and RECOMMENDED SYSTEM REQUIREMENTS
For the Coding Solutions online applications:
    EncoderPro (all versions) RevenueCyclePro
    MedicalReferenceEngine FacilityCoder
    FeeAnalyzer ChargemasterExpert
    ASCExpert DrugReimbrusement
    The “Expert” applications 
    (ICD9, CurrentProceduralCoding, 
    and HCPCS)

  • Operating system: Windows XP or higher
  • Browser: Internet Explorer; version 7.0 or higher
  • Internet connection: high speed broadband connection; such as DSL or cable. Dial up connections are not recommended.
  • Monitor screen resolution: minimum 1024x768, recommended 1280x1024
  • Adobe Acrobat Reader -- see www.adobe.com for further details. (Adobe and its products are copyrighted by Adobe Systems Inc.)

Note: Because the EncoderPro applications are web-based, it is possible to access the services through other means such as other operating systems, other browsers, and even through cell phones & other portable devices. However, it is recommended to follow the requirements listed above in order to benefit from their full performance capabilities.
 
For the EncoderPro Desktop products:
Minimum requirements:
  • Operating system: Windows 2000 or XP or higher
  • Hard Drive Disk Space: 280 MB
  • Screen Resolution: 800x600 SVGA video adaptor

Recommended configuration:
  • Operating system: Windows 2000 or XP or higher
  • Hard Drive Disk Space: 280 MB
  • Screen Resolution 1024x768 SVGA video adaptor
  • Internet connection: high speed broadband connection; such as DSL or cable. Dial up connections are not recommended.
  • Adobe Acrobat Reader -- see www.adobe.com for further details. (Adobe and its products are copyrighted by Adobe Systems Inc.)

Looking for information not addressed here? Contact Tech Support:
Phone: 800.765.6797
eMail: techsupport@optum.com
Submit online inquiry form
 

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