CAQH Solutions TM EnrollHub TM Provider User Guide Chapter 3 - Create & Manage Enrollments. Table of Contents

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1 CAQH Solutions TM EnrollHub TM Provider User Guide Chapter 3 - Create & Manage Enrollments Table of Contents 3 CREATE & MANAGE EFT ENROLLMENTS OVERVIEW OF THE EFT ENROLLMENT PROCESS ADD PROVIDER PROVIDER DETAILS FINANCIAL INSTITUTION INFORMATION BANK DETAILS ACCOUNT NUMBER LINKAGE TO PROVIDER IDENTIFIER UPLOAD BANK DOCUMENTS CMS FORM ADD NEW EFT ENROLLMENT ADD NEW ERA ENROLLMENT PAYER OFFERS OPTIONAL SUBMISSION PAYER REQUIRES ERA SUBMISSION WITH EFT SUBMISSION ENROLLMENT VERIFICATION FINANCIAL INSTITUTION VERIFICATION PROVIDER AUTHORIZATION VERIFICATION ENROLLMENT STATUS PRINT ENROLLMENT DETAILS CHANGING ENROLLMENT INFORMATION EDIT PROVIDER CONTACT INFORMATION EDIT PROVIDER IDENTIFIER INFORMATION EDIT BANK INFORMATION CHANGE EFT ENROLLMENT: ADD ERA CHANGE ERA ENROLLMENT: UPDATES TO METHOD OF RETRIEVAL UNDO ERA CHANGE ENROLLMENT REQUEST CANCEL ENROLLMENTS THE PROVIDER LIST PAGE 42 (THIS PAGE IS ALSO REFERRED TO AS THE WELCOME PAGE.) MANAGING MULTIPLE PROVIDERS NEEDS ATTENTION ICONS 43

2 3 Create & Manage EFT Enrollments In this section, you will learn how to perform the following tasks: Add and manage provider information Add and manage bank information Add, change, cancel and manage EFT enrollments Add, change, cancel and manage ERA enrollments Manage multiple provider records 2

3 3.1 Overview of the EFT Enrollment Process A registered user can manage enrollments for one or more provider entity within their account. Each provider entity has a provider record. That provider record contains provider information (TIN, NPI, contact information), bank information (including a preference for grouping claim payments by TIN or NPI), and enrollment submission records. Each enrollment record contains all of the information that a payer needs to reimburse a provider. An enrollment consists of provider information, bank information, and a named payer. Provider Info Bank Account Info Payer Enrollment Submission 3

4 3.2 Add Provider The first step in the enrollment process is to add a provider record. To add a new provider record, click the Add New Provider button at the bottom of the welcome screen. On the New Provider screen, enter the requested data into each of the fields. To read a definition of the field, use your mouse to roll over the field label and a description of the field requirements will appear. In the Provider Information section, enter information about the provider entity. Provider Name: 4

5 Enter the provider entity or practice name, or the name that is associated with the provider TIN. This is the legal name of the provider entity. This might be the name of the business (i.e. Tenleytown Internal Medicine) or the name of an individual who bills and practices (i.e. Dr. James Hamilton). The name to which payment will eventually be sent and the name that is identified on the bank account (and corresponding voided check or bank letter) should be entered here. Doing Business As Name (DBA): If the provider you wish to enroll uses a Doing Business As Name (DBA), you should enter it here. A DBA is a legal term used in the United States means that the trade name, or fictitious business name, under which the business or operation is conducted and presented to the world is not the legal name of the legal person (or persons) who actually own it and are responsible for it. Note: If your practice has several different entities that operate under the same TIN, each with their own DBA and unique NPI, a record can be created for each. This is important if the bank document displays the DBA name rather than the entity name and if the reimbursement needs to be made to the DBA name rather than the entity name. Address Information: In this section, enter the billing address for the Provider including the Provider s Street, City, State/Province and ZIP Code/Postal code. Provider Federal Tax Identification Number (TIN) or Employer Identification Number (EIN): In this section, enter the TIN for the provider practice. National Provider Identifier In this field, please enter the entity s billing NPI. The Centers for Medicare & Medicaid Services (CMS) has developed the National Plan and Provider Enumeration System (NPPES) to assign these unique identifiers known as National Provider Identifiers (NPI) ( The NPI requested in this section is the Type 2 NPI, which is for the NPI assigned to the provider entity as opposed to the individual practitioner. Providers that are non-hipaa covered providers and are not enumerated with an NPI should select the checkbox that says, This provider is a non-hipaa covered provider and is not enumerated with an NPI. Checking the box will allow the required NPI field to be left blank. In the next section, enter information for the Provider Contact in the Provider s office. 5

6 Provider Contact Name: Name of a contact person in the Providers office for handling EFT issues Telephone Number: Telephone number associated with Provider Contact Telephone Number Extension: Extension associated with Provider Contact Address: An address at which the health plan can the provider contact. In the next section, enter Provider Agent information, if it applies. First, you will be asked, Does this provider use an external authorized agent? If you answer, Yes, I will provide the authorized agent s information below, you will be required to complete the authorized agent fields. You should complete this section if the provider entity uses an outside billing agency to manage EFT enrollments on behalf of the provider. If you answer No, you are indicating that someone within the practice, such as an office manager or billing manager, manages EFT enrollment and you will not be required to enter data into the authorized agent fields. Because the Provider Agent may not be the person using EnrollHub, there is an opportunity for the Provider Agent to receive a copy of all system and support communications. If you would like to have the Provider Agent for your organization receive a copy of all communications, click the check box next to Send copy of all CAQH correspondence. 6

7 After you have reviewed the information you entered on this page and confirmed its accuracy, click the Save button. If you notice an error in the data that you entered, you can edit the information until an enrollment is submitted for the provider. 7

8 3.3 Provider Details As soon as a provider record is created, the system will generate a Provider Details page for that provider. The Provider Details page is the hub for information about a provider. From this page, you will view and edit provider information, add and edit bank information, and view, add, change or cancel enrollments. 8

9 3.4 Financial Institution Information Once a provider record has been established and a Provider Details page has been generated for the provider, you are ready to add bank information. In the Financial Institution Information section, you will add a bank record for each bank account that this provider uses to receive reimbursement from payers. To add a bank account, click the Add Financial Institution button. Upon clicking the Add Financial Institution button, you will be taken to the Bank Details page Bank Details In this section, you will indicate the financial institution name, account and routing numbers, and type of bank account. Take special care to enter the correct information on this page because an enrollment will not be processed with incorrect bank account or routing numbers. 9

10 An example of a voided check displays to help you distinguish between the bank account number and the routing number however not all checks look exactly like this. The best way to identify your account number is to locate your account number on your bank statement and locate that number on the check. Enter the requested data about your bank account. Begin by entering the name that you will use to refer to this bank account in the Nickname field, and then enter the official Financial Institution Name. These names may be the same. In the Financial Institution Routing Number field, type the routing number for your financial institution. You will re-enter the routing number in the next field to verify the number. Bank account numbers are required to have at least 6 characters. Next, indicate the Type of Account with Financial Institution (checking or savings). Finally, enter the bank account number in the Provider s Account Number With Financial Institution field, and re-enter the account number in the next field for verification. Note: Some banks, including Suntrust and Bank of America, occasionally print two routing numbers on the face of single check. Only one of those routing numbers is an ACH routing number. Please check with your bank to make sure that you understand which routing number is the ACH routing number and enter that number into the Financial Institution Routing Number fields in EnrollHub. As of May 3, 2014, multiple provider records can use the same bank routing and account number. 10

11 3.4.2 Account Number Linkage to Provider Identifier Each bank record supports a provider s preference for grouping (bulking) claim payments: Providers can enroll as a single practice that submits claims under a single TIN, no matter which NPIs are submitted with the claims. Providers can enroll as a single practice that submits claims under separate NPIs and directs payments to different bank accounts. If you prefer to receive claim payments at the TIN level, select Provider Tax Identification Number (TIN) in the Account Number Linkage to the Provider Identifier field. If you prefer to receive claim payments at the NPI level, select National Provider Identifier (NPI) in the Account Number Linkage field. By selecting the National Provider Identifier radio button, the Associated NPIs widget will be activated. Add each NPI one at a time. Enter the number in the text box and then click the Add NPI button. Repeat this process for each NPI. Note: if you are enrolling at the TIN level, you do not need to add any associated NPIs here. Associated NPIs only need to be added if you prefer to receive claim payments at the NPI level. Note: Selecting NPI is a stated preference. While most payers are able to support either Provider Tax Identification Number (TIN) or National Provider Identifier (NPI) for grouping, some payers are only able to support Provider Tax Identification Number (TIN). If you have selected NPI, and the payer is unable to support it, they will contact you to finalize the enrollment. 11

12 3.4.3 Upload Bank Documents Next, you will upload a digital image of a bank document that will be used for verification. There are two acceptable documents that you can upload: You may upload a digital image of a voided check that displays the routing and account numbers of your bank account. The check must be a permanent check imprinted with identifying information. Starter checks and deposit slips are not acceptable. You may upload a verification letter from your bank, on bank letterhead, confirming ownership of the account and the account and routing numbers. Note: The information that appears on the document must match exactly to what was entered in the Provider Name or the Doing Business As Name (DBA) fields in Step 1: Provider Information. To upload an electronic image of your bank document: Select the type of document you wish to upload. You may either select Voided Check or Bank Letter. Next select the Choose File button to locate a digital image of your check or bank letter on your computer. If you do not have a digital image of the document that you wish to upload, you must scan one and save it to your computer. Once you have located the file you wish to upload on your computer, select it, and the upload process will begin. During the upload process, a thumbnail image of the bank document will appear on the screen. Click on that thumbnail to view a larger version of your uploaded file. Verify that the 12

13 Provider Name or Doing Business As Name (DBA), Financial Institution Routing Number and Account Number that display on the top of the page match exactly to what appears on your bank document. Click Save to finalize the upload. You will return to the Provider Details screen and a record for the bank account that you entered will appear in the Financial Institution Information section. You can either add an additional bank account or continue on to the next enrollment step, which is Add New Enrollment. You will be able to edit saved bank information until you use the bank record in an enrollment. After you submit an enrollment using the bank record, the information will not be editable. See section 3.8 for more information. 13

14 3.5 CMS Form 588 Once you have added bank accounts, you have the ability to download and print a prepopulated CMS Form 588 for each. Most of the data required on the CMS Form 588 is populated with the data entered during the enrollment process. Before you submit the form to the Medicare contractor responsible in your state, additional data will need to be added so that the form is considered complete. CAQH will not participate in the submission of this form. To download the form, click on the 588 icon in the Generate 588 column of the Financial Institution Information table. This form will be downloaded to your hard-drive for you to save and print. 14

15 3.6 Add New EFT Enrollment Once you have added provider information and at least one bank account, you are ready to submit EFT enrollment requests. To add a new enrollment, click Add New Enrollment. Next, select the bank account that you wish to enroll. 15

16 After you select the bank account that you wish to enroll, the list of participating payers will appear. The payers listed will be all of the payers that participate with EnrollHub. You will only be able to select the payers with which you have not yet enrolled. ***NOTE: Please select ONLY those payers that you currently submit claims and from which you would like to receive electronic payments'. If you select a payer that does not recognize your practice, the payer may decline that enrollment. If you participate with a payer that operates in multiple regions, please only select the regions appropriate for your practice. Once you have completed your selections, click Next. 16

17 Confirm that the information that you are about to submit is correct, then click Next". 17

18 Finally, review and accept the Payment Authorization. You are required to agree with the authorization terms in order to complete the enrollment. By clicking the Agree checkbox, you are providing your electronic signature. Click the I Agree checkbox under the Payment Authorization box and then click the Ok button. The complete provider authorization agreement may be found in the appendix of this user guide. 18

19 After agreeing to the terms, you will receive confirmation that your enrollment request has been submitted. On the confirmation screen, you will see instructions about what will happen next. CAQH will verify the enrollment information that you submitted. After the information is verified, CAQH will send that enrollment request to the selected payers. Payers will review the information and mark the request as Received. Payers will process the enrollment. Once processing is complete, payers will contact you directly with a confirmation notification. While your enrollment is being processed, it is your responsibility to contact your bank to arrange for the delivery of the CCD+ data elements. For help with this, please visit ERA/Sample_Provider_EFT_Request_Letter_to_Health_Plan.pdf This entire process, from the time you submit your enrollment to the time you receive your first electronic payment, may take approximately up to 6 weeks to complete. 3.7 Add New ERA Enrollment Payers have the option to receive ERA enrollments through the CAQH system. If you have submitted an EFT enrollment for a payer that also receives ERA enrollments through CAQH, you will be presented with a slightly different confirmation screen at the end of the EFT enrollment process. 19

20 There are two ways that a payer will offer ERA enrollment Payer Offers Optional Submission At the bottom of the confirmation screen, a question will display that says, Would you like to enroll in ERA for one or more of these payers? If you select, No thanks, you will be taken back to the Provider Details screen. If you select, Yes, Enroll in ERA, you will proceed through the ERA enrollment process. 20

21 The first step in the process is to select the participating payers with which you wish to enroll. All of the payers with which you enrolled in EFT will display in the list. Payers participating in ERA enrollment will have an active checkbox. Payers with which you enrolled in EFT that do not participate in ERA will display with inactive checkboxes and a red asterix that means the payer does not accept ERA enrollments through this tool. After you have selected the payers, click the Next button to proceed to indicate the Method of Retrieval for each payer. For each payer selected, a separate enrollment page will display. The page will display provider information, show the selection for Preference for Aggregation of Remittance Data, which automatically matches the EFT bulking preference for that payer, and Associated NPIs if there are any. 21

22 Next, indicate the Trading Partner ID. The Trading Partner ID is payer-specific and is assigned to the provider by the health plan or the provider s clearinghouse or vendor. If you do not know this ID, contact the payer or the clearinghouse. Please note that although this field is optional, some payers will need it in order to process an ERA enrollment. Next indicate the Method of Retrieval. If you work with a clearinghouse, select the clearinghouse value from the dropdown list. Look for your clearinghouse in the list and select the desired item. 22

23 If the clearinghouse you use does not appear in the list, select Other. By selecting Other, a text box will display in which you can specify that you will retrieve ERAs directly from the payer s web portal or you can type the name a clearinghouse that does not appear in the list. 23

24 Please note that some payers will require you to work with their clearinghouse(s) or retrieve ERAs from their web portal. Please check with the payer to make sure you are providing correct information. After you have completed your selection, click the Save and Continue button to go to the next payer. If you decide not to submit an ERA enrollment for a payer, you can click the Skip This Payer and Continue button to proceed without submitting enrollment information. Once you have completed ERA enrollments for all of the payers for which you indicated enrollment information, you will see a confirmation screen. Click Next to proceed or click Cancel if you do not wish to submit the enrollment(s) that display. 24

25 Finally, review and accept the ERA Authorization agreement. You are required to agree with the authorization terms in order to complete the enrollment. By clicking the Agree checkbox, you are providing your electronic signature of the agreement. After agreeing to the terms, you will receive confirmation that your enrollment request has been submitted. You will see a description of what will happen next. Click the Done After that, you will be taken back to the Provider Details page where you will see a list of the ERA enrollments that you submitted underneath the EFT enrollment list. 25

26 3.7.2 Payer Requires ERA Submission with EFT Submission Payers do have the option to require ERA submission with EFT submission. This means that when a provider selects that payer for EFT submission, the EFT submission will not be finalized unless ERA submission is completed. Providers can identify this situation during EFT enrollment. When a health plan requires ERA with EFT, the system will display a notification in the payer selection grid. A notification will also display on the EFT summary screen. 26

27 A notification will also display on the EFT confirmation screen. It is on this screen that a provider will initiate the require ERA enrollment process by selecting the button Yes, Enroll in ERA. If the provider cancels out of the ERA enrollment process at any time, a pop-up window will display a reminder that ERA enrollment is required with EFT enrollment. 27

28 3.8 Enrollment Verification Before EFT and ERA enrollment information is sent to the payer(s), CAQH performs several data verification steps. The CAQH verification process can take 2-4 weeks if all of the enrollment information is entered correctly. If CAQH identifies issues with the enrollment information, you will be notified and corrections must be made before CAQH will forward the enrollment on to the payer Financial Institution Verification There are two parts to financial institution verification. Bank Document Verification o CAQH will make sure that the bank documents submitted are official documents and that the information printed on them matches the provider and bank information entered during the enrollment process. Bank document verification begins as soon as the bank record is submitted as part of an enrollment for the first time. This process takes up to 2 business days. Pre-note Verification o During this verification step, CAQH uses the bank information submitted during the enrollment process to perform a test transaction. Pre-note verification happens only after document verification has been successfully completed. This process takes up to 10 days. The status of these checks is reflected in the Financial Institution Status column on the Provider Details screen. If there is a document failure or a prenote failure, a Needs Attention icon will display next to the status with rollover copy explaining the reason for the failure. Notifications will also exist on the Provider List screen. 28

29 The following table shows all of the possible bank verification statuses and their definitions: Bank Verification Status None Pending Document Processing Document Verified Document Failed Prenote Pending Verified Prenote Failed Status Definition There is no data verification status until a data entry has been complete and a document has been successfully uploaded. Bank record is in this status when new or edited bank record is submitted with an enrollment and is ready for document processing. The provider has entered all required bank information and is in the document verification process stage. CAQH has verified that the Provider Name or DBA name entered by the provider matches exactly to the name that appears on the uploaded bank document. The provider uploaded a document that didn t exactly match the information entered in the Provider Name, Routing Number and Account Number fields or there was another issue with your document. You will need to submit a new document that matches the information entered or edit the information entered to match the document uploaded and then resubmit the enrollment request. The provider s bank account information has been verified by the document verifiers and the prenote process has begun. The provider s bank account information has been verified by document verification and has passed the prenote test. The test transaction using the bank account and routing number entered during enrollment has failed. The bank information will need to be updated and resubmitted Provider Authorization Verification During this verification step, CAQH will make sure that the registered user that submitted the enrollment information is authorized to do so. This verification step begins as soon as the bank document verification step is complete. The CAQH team will use publically available information to contact the provider office manager or billing manager. Once verbal authorization is received, the Provider Status for that provider record will change to Verified. This status can be seen on the Provider Details screen, in the Provider Information section. If CAQH is unable to verify authorization, the Provider record will be updated to Declined. This status is visible on the Provider Details screen. A Needs Attention icon will display along with an explanation. A more detailed notification is sent by to the provider and appears on the Provider List screen. Details will include one of the three reasons that the provider could not be verified: 29

30 CAQH determined that the registered user is not authorized to submit enrollments on behalf of the provider. Authorization was declined because multiple attempts by CAQH to speak to someone at the provider s office were unsuccessful. Authorization was declined because a valid phone number could not be identified If authorization is rejected because the CAQH team could not speak with someone at the provider office or the CAQH team could not find a valid phone number, the provider can click on a link within the decline to re-queue for verification. Alternatively, the provider can contact the CAQH help desk and one of the agents can reopen the verification. Provider Authorization Status Not Verified Pending Authorization Verification Requested Pended Verified Declined Status Definition There is no data verification status until all data entry has been completed and an enrollment has been submitted to a payer. The provider record has been used in an enrollment and the provider s bank record is going through the Document Verification process. Provider has submitted an enrollment to a payer, the Bank Document Verification is complete and verified, and CAQH s verification team is in the process of verifying user authorization. Provider authorization is in progress. Provider Name and has been verified and the provider s office has been contacted and verification of the user s authorization to submit payment information has been confirmed. Provider has completed all data entry and has submitted an enrollment to a payer however CAQH could not verify that the registered user is authorized to submit EFT enrollments on behalf of the provider. Enrollment information will only be shared with payers once identity (and Financial institution information) can be verified. 3.9 Enrollment Status Each EFT and ERA enrollment request that is submitted has an Enrollment Status that describes to providers and payers what has happened or what needs to happen with each enrollment. The following table shows all of the Enrollment Statuses used in the EFT system. You can monitor the progress of your enrollment by monitoring the assigned Enrollment Status. None: There is no enrollment status during the data entry process, before an enrollment request has been submitted. 30

31 Enrollment Request Pending: This status displays after the provider submits the enrollment to CAQH and during the time it takes for CAQH to verify the enrollment. Enrollment Requested: This status displays as soon as CAQH has verified the enrollment and sent it on to the payer. Received: This status displays as soon as the payer marks the enrollment as Received. Payers mark enrollments as received to let the provider know that they have the request and are either provider or payer takes new action on it. Payers will notify providers directly and outside of EnrollHub when enrollment processing is complete on their end. Declined: This status displays when the payer declines the enrollment request. (To find out reasons for a decline, view the alert in the message center.) If a payer declines your enrollment, you can edit it and resubmit it to the payer. Pended: An enrollment has this status if the payer has put the enrollment request on hold. Change Enrollment Request Pending: This status displays as soon as the provider submits a change to the enrollment and it continues to display while CAQH verifies the new information that was submitted. Change Enrollment Requested: This status displays as soon as CAQH verifies new information submitted with a changed enrollment and send it to the payer. Enrollment Request Pending: This status displays after the provider submits the enrollment to CAQH and during the time it takes for CAQH to verify the enrollment. Cancel Enrollment Requested: An enrollment has this status when the provider cancels an enrollment before the payer marks the cancelation as Received. Cancel Enrollment Received: An enrollment has this status when the payer marks the cancel enrolment request as Received. Terminated: An enrollment has this status if the payer terminates an active provider enrollment. If one of your enrollments is terminated, you will be unable to edit it. Instead, you must submit a new enrollment Print Enrollment Details Once your ERA or EFT enrollment request has been submitted, you can print out the details. To print an enrollment record, click on the printer icon in the Submission Information table for EFT or ERA on the Provider Details screen. A pop-up window will display with printer friendly enrollment information on it. Use your browser s print function to print the page. If the payer declines an enrollment, the payer will indicate a Decline Reason. This reason will display on the Print Enrollment Details screen. Similarly, if you cancel an enrollment, you are 31

32 asked to provide a reason for the cancel. This reason will also display on the Print Enrollment Details screen. 32

33 3.11 Changing Enrollment Information You can update contact information or change bank information that is associated with an enrollment through the Provider Details page Edit Provider Contact Information Provider contact information in the Provider Information section (not including Provider Name, DBA Name, TIN or NPI) is editable at time. Updates to contact information will be saved and sent to payers immediately. Payers will receive a notification of the update through the CAQH Message Center. A system will also be sent to all payer users with permission to receive communications. The content is as follows: An enrollment that you have received has been updated. The provider information for Abby Mallard has been updated. The new information is viewable on the View Details screen for that enrollment. The financial institution information associated with this enrollment has not changed. For more information, login into Edit Provider Identifier Information Provider Name, DBA Name, TIN, and NPI can be edited before an enrollment is submitted or after an enrollment that uses that information fails Bank Document Verification or Prenote Verification. If a bank records fails Bank Document Verification or Prenote Verification, the provider record will be unlocked for editing. If you update the Provider Name or DBA Name for an enrollment that has failed Bank Document Verification or Prenote Verification, you will be required to upload a new bank document in order to proceed with the enrollment submission. o An automated will be sent to the provider user and an alert will display in the message center one day after the edit was completed and saved titled CAQH EFT Enrollment: New Bank Document Required. Dear <Provider First Name Provider Last Name>: The Provider Name or DBA Name associated with one or more of your bank records for {Provider Name} was updated. This update requires that you log in to to check your bank information and upload a new bank document. If you have questions or concerns about this issue, please contact Customer Support at or caqh.efthelp@xerox.com. Thank you Edit Bank Information A bank record that has not yet been associated with an EFT enrollment can be edited at any time. 33

34 The bank nickname can be edited at any time. This allows you to use the bank nickname to keep track of your different accounts easily. A bank record that is associated with a submitted enrollment can only be edited when the bank record has a status of Document Failed or Prenote Failed. o When a bank record has a status of Document Failed, a new bank document must be uploaded. After the provider user edits the bank account details and/or uploads a new bank document, the following popup confirmation message will be displayed: Your updated bank information has been submitted for bank document verification. You do not need to take any further action. CAQH will continue to verify your enrollment information. Once the verification process is complete your enrollment will be sent to the payer(s) that you selected previously. o When a bank account has a status of Prenote Failed, updated account and/or routing number must be edited and a corresponding bank document must be uploaded. After the provider user edits the bank account details and/or uploads a new bank document, the following popup confirmation message will be displayed. Your updated bank information has been submitted for bank document verification. You do not need to take any further action. CAQH will continue to verify your enrollment information. Once the verification process is complete your enrollment will be sent to the payer(s) that you selected previously Change EFT Enrollment: You can change the bank information associated with an existing EFT enrollment by navigating to the EFT Submission grid on the Provider Details page. Click the Change link in the action column to initiate the Change Enrollment workflow. To add a different bank record to an existing enrollment: 34

35 Step 1: Below the Financial Institution Information table, click the Add Financial Institution button to add a new bank account. If the bank account that you wish to use already exists in the table, you can skip this step. Step 2: Change Enrollment In the Submission Information table, locate the enrollment that you wish to change. Click the Change link in the action column. Step 3: On the Change Enrollment screen, select the new financial institution account from the dropdown of available accounts. Then click the Change Enrollment button. Confirm that the information you are about to submit is correct, and then click Next." 35

36 Proceed to the Payment Authorization Step. After agreeing to the terms, you will receive confirmation that your enrollment request has been submitted. 36

37 Once finished, you will see the changed enrollment appear on the summary page with a new status of Change Enrollment Requested. Remember that you will need to change each enrollment one at a time. Updating the bank information for one enrollment will not impact any other enrollments Add ERA When an EFT enrollment does not have a corresponding ERA enrollment and if ERA is available from the payer, the option to Add ERA will be available within the EFT submission grid. 37

38 Change ERA Enrollment: Updates to Method of Retrieval If you need to change the Trading Partner ID or the method of retrieval associated with an ERA enrollment, you will need to follow the Change ERA Enrollment workflow. Step 1: Change Enrollment In the ERA Submission Information table, locate the enrollment that you wish to change. Click the Change link in the action column. Step 2: On the Change Enrollment screen, indicate the new Trading Partner ID and/or method of retrieval. Then click the Change Enrollment button. Please Note: If the ERA change enrollment is in response to an out-of-sync EFT enrollment, the system will display the Trading Partner ID and Method of Retrieval to select to bring the ERA enrollment back into sync. Confirm that the information you are about to submit is correct, and then click Next." 38

39 After agreeing to the terms, you will receive confirmation that your enrollment request has been submitted Undo ERA Change Enrollment Request If an ERA Change Enrollment Request is either in the Requested or Request Pending states, you have the option to Undo the ERA Change Enrollment Request. This is useful in the case of an ERA enrollment becoming out of sync with a corresponding EFT enrollment. The Undo action will take place automatically and will not require any further action from the payer Cancel Enrollments To stop receiving electronic payments from one or more payers or to stop receiving ERAs from one or more payers, follow the Cancel Enrollment workflow. 39

40 To cancel an existing enrollment, navigate to the Cancel link that corresponds with the enrollment that you wish to cancel. 40

41 Review the enrollment details for the enrollment you wish to cancel on the Cancel Enrollment screen, and type a reason for the cancelation. Once completed, click the Cancel Enrollment button. You must cancel EFT and ERA enrollments for the same payer separately. Please note that cancelling one of them will not automatically cancel the other. 41

42 3.14 The Provider List Page (This page is also referred to as the welcome page.) Upon logging in to EnrollHub, the first screen that displays is the Provider List page. New users will see a blank grid, along with a welcome message. Users who have added one or more provider records, or who share data with someone who has, will see the list of provider records that have been added to the system. Once provider records exist, this page is used to update users about the status of their provider information. Provider information is organized into a table using the following two columns: Column Heading Provider Definition The provider column will display the Provider Name, unless a Doing Business As Name (DBA) exists, TIN, NPI, and the provider s location. Users will click on the hyperlinked Provider Name to access the Provider Details page. The Needs Attention icon will appear to call attention to an enrollment that needs to be completed or updated. 42

43 Managing Multiple Providers If you are managing multiple providers in your account, there are tools available to manage your list of providers. The information in the provider table can be sorted or filtered. By default, the table is sorted alphabetically by the Provider Name field. o If a Doing Business Name (DBA) has been added to a Provider record that name will appear in this list. If a DBA does not exist in the record the Provider Name will appear. To sort on a specific column, click on the column heading and the information in the table will display in alphabetical order according to the column selected. To filter the table, enter filtering criteria into the search box at the top of each column. The content displayed in the table will be restricted to show only information that matches the filter term that was entered Needs Attention Icons The most significant function of the Provider List screen is to alert users about any issues relating to enrollments. Needs Attention serves this purpose. If the Needs Attention icon and message appear in this table, this means that the provider record (or bank record or enrollment) requires attention. Below you will find the list of reasons that the Needs Attention icon and message will appear: Enrollment Status Information o Provider Exists with No Bank Records: You have not completed the enrollment process. Please add a bank account. o Enrollment Was Declined By a Payer: The payer has rejected this enrollment. Please review the alert in the Message Center for more details. o No Enrollments Have Been Created: You have not completed the enrollment process. Click the Provider Name link to go to the next step. o ERA out of sync with EFT: Update the Preference for Aggregation of Remittance Data so that it is in sync with the corresponding EFT enrollment. Provider Authorization Status Information o Provider Rejected: User authorization is declined because CAQH could not confirm that the registered user is authorized to submit EFT enrollments on behalf of the payer. The provider either declined authorization for the registered user or CAQH was unable to obtain a valid phone number for the provider entity or multiple attempts to speak to someone at the provider s office were unsuccessful. o Provider Information Is Edited, New Bank Document Required: You updated the Provider Name or DBA Name associated with one or more bank records. This update requires that you check your bank information and upload a new bank document. Go to the Provider Details page to identify any bank records listed in the Financial Institution Information section that have a 'Failed' status. Bank Verification Status Information 43

44 o o Pre-Note Failed: A bank account associated with this provider has failed pre-note verification. Please make sure that the routing and account numbers that you entered are correct. A reminder will be sent to you, if after 1 week, the bank record remains in the Pre-Note Failed status. Bank Document Failed Verification: A bank account associated with this provider has failed document verification. (A specific reason that a document failed will be provided in the message.) A reminder will be sent to you, if after 1 week, the bank record remains in the Bank Document Failed Verification status. If more than two Needs Attention messages are active for a specific provider, EnrollHub displays the message There are additional updates about this provider on the Provider Details Page. Please click on Provider Details to view the additional Needs Attention messages. Last Updated March

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