Improve Your Experience

• New Search Engine — We added a new website search engine to make your search experience more intuitive. We moved our sorting section from the right-hand to the left-hand side of the screen, revamped the sorting section to make it easier to locate the information you need, created new, user-friendly icons to help you quickly navigate search results, and added a display of useful results and tools at the top of the page.
• Form Names and Numbers — We added form names and form numbers to the search results so you can easily locate forms.

We redesigned our Contact Us page and added contact information to applicable topic pages (Claims, Appeals, Provider Enrollment, MSP, EDI, etc.) to make it easier for you to find the correct phone and fax numbers. 

This new tool was added to assist you in determining the maximum units of service a provider can report for a specific HCPCS or CPT® code under most circumstances for a single patient on a single date of service per the National Correct Coding Initiative MUE guidelines.

We integrated a new educational calendar feature within the websites and email updates. The calendar provides a complete list of upcoming events and includes information on dates, times, description, registration links and deadlines. There are icons that show if registration is open and that countdown the days until registration is closed. A short list of events is shown on the home pages, Events and Education page menu and on other appropriate topic pages. The educational opportunities are also promoted on all regular email updates. This makes our events information easily available to providers.

To help you share your feedback, we moved the survey links to the top, right column of applicable web pages for better visibility.

We streamlined the Parts A and B Redetermination Form to be one single form that can be submitted for multiple types of appeals.

Customer Service Representatives specialized in specific Medicare topics to provide a better customer experience due to topic knowledge-based training.

We added a My Favorites navigation pane with direct links to the user’s favorite functions and a new message section to display notification of new features and enhancements.

As provider utilization of online form submission and eDelivery of various greenmail letters increased, receiving form submission messages and greenmail letters in one portal inbox created an unorganized and inefficient workflow. To help you manage the volume of information you receive and more easily find, track and respond to receipts, we created separate inboxes for form submission messages and greenmail letters. Users now track submission of forms in a Messages inbox and receipt of greenmail letters in an eDelivery inbox. We then made additional enhancements to both inboxes.

• We enhanced both inboxes with search and sort/filter features and auto-archive functionality
• The Messages inbox was updated to show the status of any form submitted by any user under an account
• The eDelivery inbox was enhanced to highlight new or unread eDelivery messages and to allow users to leave comments for each eDelivery message that can be seen by all account users. This allows a user to alert internal staff about who is working a document and what actions have been taken.
• We added the ability to download the eDelivery results grid and the Notification Messages Center results grid to Excel. You can also print the grid results.
• We added a “Take Action” column to the eDelivery results grid with links to other eServices functions for the Overpayment Demand and the MR ADR Letters. These links allow you to quickly navigate directly to other functions to research or respond to these letters.

To help you keep up with pending Medical Review Additional Documentation Requests (ADRs) and to decrease the non-response rate for ADRs, we added a homepage ADR widget section and new ADR dashboard tab. The home page widget displays the total number of ADRs pending and the number pending at more than 30 days and more than 40 days. The ADR dashboard displays a list of the ADRs by ICN and MBI. For each listed ADR, users with access for the Forms function can click a Respond link to open a prepopulated MR ADR Response form to which they can upload and attach their documentation. We will be making additional enhancements to this feature in response to your continuing feedback. 

• Eligibility Lookup — To increase the use on online eligibility lookups, we updated the Eligibility Inquiry page layout and expanded the search date range to be up to 24 months at a time. We also added a print button to each Eligibility Lookup subpage screen to allow you to print the specific results you need. 
• Remittance Lookup — Our eRemittance Lookup function allows users to lookup remittance advices for the Last 30 Days or a specific date range. To help you navigate the eRemittance Lookup Results list, we added a Remittance Previously Viewed indicator. When you open a remittance PDF, the list will be updated to show when the remittance was last viewed.

To provide a secure, online option to fax and mailed responses, we added a new Benefit Integrity Record Request form to allow providers to submit documentation in response to a BI request via the portal and a new Prior Authorization Request Form to allow ambulance providers to submit prior authorization requests for RSNAT services.

The types of clerical reopenings that can be submitted via the Part B Claim Status Reopening feature have been expanded. From the Claim Status Information screen, providers can now also use the Reopen function to revise or correct the place of service code.

To streamline the eClaims submission process for providers who regularly submit claims with the same or similar coding and pricing, we added retrieve and reuse functionality to allow you to locate and reuse previously submitted claims for another date of service and/or patient. 
 

We made several updates to make using and maintaining your eServices account easier. We extended the account recertification timeframe to once a year; we added a view password option that allows you to see what you type into the password field; we added Google Authenticator for browsers;  we made modifications to allow you to log back in without a timeout period when you log out incorrectly by closing the browser. Alos, to making staying logged in easier, we extended the time before a session will timeout for inactivity from 15 minutes to 30 minutes, and we updated the look of the My Account function so you can easily find the specific action you want to take.