Client Portal Client User Guide
November 2013
Client Portal Client Training Guide NOTICE REGARDING CONFIDENTIAL INFORMATION NOTICE REGARDING CONFIDENTIAL INFORMATION
ALL INFORMATION IN THIS MANUAL IS CONFIDENTIAL AND MAY NOT BE DISCLOSED.
Employees agree to use this confidential information solely for the purpose of performing their job responsibilities with MultiPlan, Inc. Employees also agree to maintain the confidentiality of all confidential information, and to share such information only with MultiPlan, Inc. consultants and contractors who reasonably need to have access to the information to perform their responsibilities for MultiPlan, Inc. and who have signed confidentiality statements. Any release of confidential information constitutes grounds for disciplinary action, up to and including termination of employment.
All company and product names may be trademarks or registered trademarks of their respective owners. These names are used only for explanation without intent to infringe. ©2013 by MultiPlan, Inc., 115 Fifth Avenue, New York, NY 10003
All rights reserved. No portion of this document may be copied for any reason without the prior written consent of MultiPlan, Inc.
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Client Portal Client Training Guide Table of Contents
Table of Contents NOTICE REGARDING CONFIDENTIAL INFORMATION ........................................................................... 2 Table of Contents ........................................................................................................................................ 3 Client Portal Unavailable Message ............................................................................................................ 4 Overview ............................................................................................................................................ 4 Client Portal ................................................................................................................................................. 5 Overview ............................................................................................................................................ 5 Message Banner ................................................................................................................................ 5 Logging In ........................................................................................................................................... 5 Forgot Your Password?...................................................................................................................... 8 Expired Password - Reset Password ................................................................................................. 9 Client User Types ...................................................................................................................................... 10 User Access Types .......................................................................................................................... 10 Client Portal Home Page .......................................................................................................................... 11 Overview .......................................................................................................................................... 11 My Applications ......................................................................................................................................... 13 EnterPrice Access ............................................................................................................................ 13 Client Portal Options ................................................................................................................................ 14 Navigation Overview ........................................................................................................................ 14 Customer Service Home ........................................................................................................................... 15 Overview .......................................................................................................................................... 15 Open New Service Case ........................................................................................................................... 17 Overview .......................................................................................................................................... 17 Create a New Service Case Introduction ......................................................................................... 17 Instructions on how to create a New Service Case ......................................................................... 18 View Service Cases ................................................................................................................................... 35 View Service Cases Overview ......................................................................................................... 35 Service Case Detail ................................................................................................................................. 37 Reopen a Closed Service Case .............................................................................................................. 39 Add Note to Existing Service Case ......................................................................................................... 42 Add Attachment to Existing Service Case ............................................................................................... 44 Reassign Case Ownership ...................................................................................................................... 47 View an Attachment in an Existing Service Case ................................................................................... 50 Search Service Cases ............................................................................................................................... 52 Search Service Cases – Search Results ................................................................................................ 54 Preferences ................................................................................................................................................ 56 Overview and Account Preference Selections ................................................................................. 56 FAQ and Training ...................................................................................................................................... 57 FAQ Section ..................................................................................................................................... 58 User Guide and Training Videos Section ......................................................................................... 58 Service Case Reports ............................................................................................................................... 61 Report Types Available .................................................................................................................... 61 Aging Report .................................................................................................................................... 62 Status by Inquiry Type Report .......................................................................................................... 63 Status by Submitter Report .............................................................................................................. 64 Export the Report ............................................................................................................................. 65
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Client Portal Client Training Guide Client Portal Unavailable Message
Client Portal Unavailable Message Overview
Anytime the Client Portal is not available, a message will display on the login screen notifying portal users the system is currently unavailable.
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Client Portal Client Training Guide Client Portal
Client Portal Overview
Message Banner
The MultiPlan Client Portal is a web-based portal designed to provide access for clients to submit Customer Service related issues and inquiries, view real-time service case note entries documented by MultiPlan staff and receive automated case status notifications. Functions of this self-service oriented portal include:
Ability to perform a search to check the current status of an open service case.
Viewing of service case note entry history related to the working status of a service case.
Automated email notification for the status of an open service case and resolution information when the service case is closed.
Existing EnterPrice users have direct access to the EnterPrice system to locate and print a claim.
Reassign Case Ownership.
Reporting capability for open and closed service case management and resolution response timeframes.
Each time there are enhancements made in the Client Portal a message banner will display the new features.
Click the link below to learn about the new portal features.
Logging In
Internet Explorer 10
Reassign Case Ownership
The MultiPlan Client Portal is accessed by the following link: https://client.multiplan.com Each user is required to have an email address and password to log into their account. Once the required information is entered, select LOG IN.
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Client Portal Client Training Guide Client Portal
When the Client Portal is scheduled for maintenance the log in page will display an alert message notifying Client Portal users the system will be down.
Please Note: To set up access for you and your staff, simply send an email to
[email protected] and include the following for each user:
Name Company Name Email address Telephone number User type (manager or standard user)
Once set up, we will send a welcome email to each new user with their login credentials and the Client Portal’s URL. 1. The welcome email will be sent by
[email protected]. a. A link will be provided in the email to activate the account. i. A temporary password is assigned to the user. ii. User will be prompted to change the password upon first login. iii. The activation link must be used within 5 days after receipt. 1. The user can only use the link once, so it is important to complete the activation of the account. iv. If the link expires before activation contact
[email protected] to request a new link. 2. If the user has or had access to MultiPlan’s EnterPrice application, the user can log into the Client Portal using the EnterPrice log in information. a. If a Viant client had access to MultiPlan’s EnterPrice system through a prior relationship that has since dissolved, the client can use the same login information (if known) to access the Client Portal.
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Client Portal Client Training Guide Client Portal i. Do not attempt to enter claims into the EnterPrice application. 1. Any questions regarding the repricing aspect, please contact the Account Manager. 3. The Client Portal will prompt users to change passwords every 90 days to be in compliance with the MultiPlan’s security policy. a. It is essential to change the password every 90 days to maintain access to the Client Portal. b. If the password is not changed system access will expire and the user will be required to go through the set up process again to gain access to the Client Portal. 4. If the system detects a specific client does not have any user activity after 180 days, all user access for that client will expire. 5. Once a user has logged into the Client Portal, if the system remains idle for 30 minutes the user will be prompted to log back in. 6. When a user attempts to log into the Client Portal and the email or password is invalid the following flag will be displayed.
a. The Client Portal will allow users several attempts to successfully log in to the system, once the users hits a certain number of attempts the system will lock and the user will not be allowed log in for 15-30 minutes. After the allotted time has exceeded the user may attempt to log in again. 7. Users may contact MultiPlan Support (
[email protected]) for technical difficulties like:
Trouble uploading a document
Error messages
8. The Client Portal Application is supported by the current version of Google Chrome and Internet Explorer 7, 8, 9, and 10.
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Client Portal Client Training Guide Forgot Your Password?
If a password is forgotten, it can be reset to restore access to the associated account. Follow the steps below to establish a new password.
Step
Action
1.
Select the Forgot Your Password link.
2.
Enter the email address that is used to sign into the account, and select Reset My Password.
3.
Instructions on how to reset the password will be sent to the email address provided. Please note: The password reset link will be valid for one hour. If the password is not reset within the hour it will expire.
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If the password link has expired, another request can be sent to reset the password following the above steps.
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Client Portal Client Training Guide Expired Password Reset Password
If a user’s password has expired, the system will prompt the user to reset the password.
Step
Action
1.
Select the Reset Password link next to the message Password Has Expired.
2.
Enter the email address that is used to sign into the account, and select Reset My Password.
3.
Instructions on how to reset the password will be sent to the email address provided. Please note: The password reset link will be valid for one hour. If the password is not reset within the hour it will expire.
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If the password link has expired, another request can be sent to reset the password following the above steps.
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Client Portal Client Training Guide Client User Types
Client User Types User Access Types
Client Portal access and functionality is determined by the type of user that is assigned to an account. There are two different types of account users; Client Submitter User and Client Manager User. The two roles are described in the table below.
Client Submitter User Service Case View
Client Manager User
Only service cases created by the user and service cases created as a result of splitting a Client Portal submitted service case.
All service cases submitted by all users under the client.
Service Case Search
When searching for cases, results will be limited to cases created by the user.
When searching for service cases, all service cases submitted by all users for the client will be displayed.
Re-open capability
Re-open any service case submitted by the user to the Client Portal.
Re-open service cases submitted by all users under the client.
EnterPrice Access
Existing EnterPrice users have the ability to search for an advice sheet and if needed print an advice sheet.
Existing EnterPrice users have the ability to search for an advice sheet and if needed print an advice sheet.
Reassign capability
No access to reassign a case.
Ability to reassign an existing case to another user.
Reporting capability
No access to run reports.
Access to run all available reports on the Client Portal for the client.
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Please note: Client Managers will also have the ability to view service cases created by a MultiPlan representative on behalf of the client.
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Client Portal Client Training Guide Client Portal Home Page
Client Portal Home Page Overview
The Client Portal Home Page provides users a quick reference to My Profile, My Open Service Cases and My Applications.
Navigation Menu
Description
Home Tab
Upon logging in to the Client Portal the system will default to the Home Page.
Customer Service Tab
Provides access to the following:
List of open service cases
List of recently closed service cases
Ability to search for a service case
Option to open a new service case
Please note: Users with Client Manager access will see all service cases created for the client. Users with Client Submitter access will only see service cases they created. Profile
The Profile tab is used to update phone numbers, fax numbers and basic demographic information associated with a user’s account.
Preferences
The Preferences tab is used set up e-mail notification preferences.
Log out
The Log out tab allows users to exit the portal application.
My Profile
Provides a high level view of the user’s profile.
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Users Name
Primary email address
Phone number 11
Client Portal Client Training Guide Banner Message
When enhancements have been made to the portal, a message will display notifying users what has been added, changed or updated in the portal.
My Open Service Cases
Displays the last five recently open customer service cases.
My Applications
Provides access to MultiPlan applications the user has access.
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Client Portal Client Training Guide My Applications
My Applications EnterPrice Access
Client Portal users that currently have access to the MultiPlan EnterPrice system can link directly to the EnterPrice application through the portal with no additional login entry required. Go to My Applications section on the Home page, click Go to EnterPrice Homepage.
The EnterPrice Welcome Screen will appear. Select the Repricing link to open the Repricing section’s main menu.
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Client Portal Client Training Guide Client Portal Options
Client Portal Options Navigation Overview
Navigation within the Client Portal is performed by using the Home tab and the dropdown menu within the Customer Service tab.
Navigation Menu Customer Service Home
Description Provides access to the following:
List of open service cases
List of recently closed service cases
Ability to search for a service case
Option to open a new service case
Please note: Users with Client Manager access will see all service cases created for the client. Users with Client Submitter access will only see service cases they created. Open New Service Case
Create a new Customer Service case.
View Service Cases
List of open service cases or recently closed service cases.
Search Service Cases
Search for existing service cases.
Preferences
Set up e-mail notification preferences.
FAQ & Training
Provides access to the following: List of frequently asked questions about the Client Portal as well as MultiPlan’s networks. Copy of the Client Portal User Guide.
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Client Portal Client Training Guide Customer Service Home
Customer Service Home Overview
Customer Service Home option provides access to a list of service cases submitted through the Client Portal that the account user has access to. Within this section, users have the ability to view a service case, edit service case details, and search for a service case by the service case reference number and/or service case creation date.
Please note: The service cases available for view will depend on the user access type.
Data Field My Open Service Cases
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Description List of service cases that the user has submitted that are currently open. Double-click the case row to view service case details. Field Name Created On
Description Date the service case was originally created.
Service Case #
The unique identification number used to track the service case.
Priority
Indicates the service case priority level selected when the service case was initially created.
Provider Name
Practitioner’s first and last name or the facility/ancillary name the service case is related to. 15
Client Portal Client Training Guide Customer Service Home Client Submitter User view: List of open service cases they have created. Client Manager User view: List of all open service cases submitted for the client. My Closed Service Cases
List of recently closed service cases that the user has submitted. Double-click the service case row to view service case details. Field Name Closed On
Description Date the case was closed.
Service Case #
The unique identification number used to track the service case.
Priority
Indicates the service case priority level selected when the service case was initially created.
Provider Name
Practitioner’s first and last name or the facility/ancillary name the service case is related to.
Client Submitter User view: List of recently closed service cases they created. Client Manager User view: List of all recently closed service cases submitted for the client. Open New Case button
Select to begin a new Customer Service case.
Search Service Cases
Search for a service case by using the criteria fields available. Options include service case number and service case creation date range.
More Search Options
Optional link to perform a search using additional criteria.
Search Button
Prompts the system to begin the selected search.
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Client Portal Client Training Guide Open New Service Case
Open New Service Case Overview
Open New Service Case option is used to create a new service case for a specific inquiry or issue. Once a new service case has been submitted to MultiPlan, the Client Portal will display a confirmation summary indicating the service case reference number, e-mail notification to the user as well as directions on how to supply any supporting documentation related to the service case issue. Please note:
Create a New Service Case Introduction
Service cases that involve multiple claims that are associated to a single provider and a single patient will all be grouped under one case number.
Service cases that involve multiple claims that are associated to a single provider and multiple patients should be entered as separate cases.
Service cases that involve multiple claims that are associated to multiple providers should be entered as separate cases.
To open a new service case, click on the Customer Service Menu on the Navigational Tool bar and select Open New Service Case from the drop down menu.
Please note: Once a case is submitted, a MultiPlan representative may need to “clone” the original case in order to expedite resolution. Cloning effectively splits the service case, resulting in separate cases broken out from the original case number. If a case is cloned, users will receive an email which includes the related case numbers. When viewing a case, all associated claim numbers will display under Original Service Case # and Related Service Case #s. The Notes will also indicate whether it is a cloned case.
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Client Portal Client Training Guide Open New Service Case Instructions on how to create a New Service Case
Follow the steps below to submit a service case.
Step
Action
1.
Select the Open New Service Case link from the Customer Service dropdown menu.
2.
The Basic Information section contains several dropdown menus for the user to describe the type of issue. Please note:
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Items with an asterisk are required.
Items with a Question Mark icon
have help text available.
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Client Portal Client Training Guide Open New Service Case Step 3.
Action What is Your Inquiry? – Dropdown Menu: Use the arrow to open the dropdown menu of inquiry types. Select the issue type that applies to the case.
Please note: If unsure which inquiry type to select, users can select the Question Mark icon
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to open a new window that provides an explanation of each inquiry type.
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Client Portal Client Training Guide Open New Service Case Step 4.
Action Depending on the Inquiry Type selected, an additional Category dropdown menu may be displayed. Select the Category that applies to the case.
If unsure which inquiry type to select, users can select the Question Mark icon open a new window that provides an explanation of each inquiry type.
to
Please note: This is a required field, and the options will vary depending on the Inquiry Type previously selected.
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Client Portal Client Training Guide Open New Service Case Step 5.
Action Use the dropdown menu to select the Network that the case is regarding.
Please note: If Negotiation Services is selected as the Inquiry Type, the Network field is not required and will be grayed out.
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Client Portal Client Training Guide Open New Service Case Step 6.
Action The Priority section defaults Standard. To change the priority status, click on the drop down menu and select the appropriate priority level.
If unsure of the Priority Levels, select the Question Mark icon of each level.
to get a full explanation
Please note: If ‘Negotiation Services’ is selected as the Inquiry Type, a turn-around time indicator will appear within drop down menu. 7.
Type a brief explanation of the inquiry. If the case inquiry does not involve a claim, a complete description of the case issue is necessary to ensure proper handling.
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Client Portal Client Training Guide Open New Service Case Step 8.
Action Depending on the Inquiry Type, users may be required to provide claim information.
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If a claim is not required for the case, select the No radio button under the Claim Information section.
If a claim is required, select the Find Claim button to search for the claim.
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Client Portal Client Training Guide Open New Service Case Step 9.
Action The Find Claims screen will be displayed. Users have two options for locating claim information. Option 1: Search by the specific MultiPlan, Viant or Client Claim number.
If a match is found, a summary of the claim detail will be displayed at the bottom of the screen. To view the claim advice sheet, click on the View Advice Sheet link for this claim.
Option 2: Search by patient name and date of service.
Please note: The system will allow a wild card search, using an asterisk ’*’. The asterisk can be placed before, after or in the middle of the search criteria to generate results.
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Client Portal Client Training Guide Open New Service Case Step 10.
Action A list of claims matching the search criteria will be displayed. Use the checkboxes in the left hand column to select the claim(s) to be attached to the case. To view, print or save an Advice Sheet, go to next step.
Please note:
11.
When Add Claims is selected, only claims marked on the current page will be added. If the search results extend over more than one page, users must add claims page by page.
If the Add Claims button is not available for a specific claim, the claim will need to be manually entered. Continue to step 12.
To view, print or save an advice sheet for a specific claim, click the Download Advice Sheet button.
A File Download window will appear, select Open to view the advice sheet or Save to download a copy of the Advice Sheet to your computer.
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Client Portal Client Training Guide Open New Service Case Step
Action format.
To print the Claims Payment Advice, select the Printer icon on the menu bar.
If the advice sheet is unavailable the following message will appear requesting that a service case is opened and submitted to MultiPlan.
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Client Portal Client Training Guide Open New Service Case Step 12.
Action If unable to locate a claim or the Add Claims button is not available due to the Tax ID missing from the claim, users have the ability to manually enter the claim information. Select the Enter a claim manually link.
Fill out the Enter Claim form. Please note: All fields marked with an asterisk are required.
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Client Portal Client Training Guide Open New Service Case Step 13.
Action Once the desired claims(s) have been found or entered, attach to the case by selecting the Add Claim(s) button.
A new window will appear advising the claim was added. To add another claim, click on Enter Another Claim.
Once all claims pertaining to the case have been entered, select the Done button to close the Enter Claim window.
At the top, right of the screen, the system will track the number of claims added to the case.
Once complete, select the Done button to close the Find Claims window.
14.
When a user is returned to the Open a Service Case page, the ability to print an Advice Sheet will be available. To view, print or save the Advice Sheet, click on the Download Advice Sheet button located in the last column on the right.
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Client Portal Client Training Guide Open New Service Case Step
Action
15.
When a user is returned to the Open a Service Case page an attached claim can be removed if needed. Select the checkbox for the desired claim row and select the Remove Claims button.
16.
Select the radio button to identify if EOB(s) will be supplied for the case. If an EOB is not required, select No and skip to step 17. If an EOB is required, select the appropriate radio button and continue to step 15.
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Client Portal Client Training Guide Open New Service Case Step 17.
Action Select the radio button on how the EOB(s) will be provided.
Please note: If Uploading or faxing EOBs is selected, instructions on uploading the EOB will be provided after the case has been created. Skip to step 17. 18.
If Inputting EOBs is selected, users will be required to complete information from one of the EOBs. Enter the requested EOB information. For service cases with multiple claims, enter the EOB information that is associated to the patient supplied in the Claim Information section. All fields in bold print displayed with an asterisk must be completed. If applicable, enter any appropriate information in the remaining fields.
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Client Portal Client Training Guide Open New Service Case Step
Action
19.
Select the Open Service Case button to submit the service case.
20.
Upon successful completion of a case creation, users will receive email notification. The email will include the case number and a link to the portal case. Sample E-mail Communication:
Please note: The email will be received from
[email protected] 21.
The service case(s) will be created based on the information provided. If claims are added with multiple TINs, the case will be split into multiple cases. Please note: It is possible that a case may be split into additional cases upon review by MultiPlan’s Service department. From this view, users can review the Service Case number with the claim number(s), if any, that apply to the case.
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Client Portal Client Training Guide Open New Service Case Step 22.
Action If necessary to upload additional documents, select the Upload Now button.
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Client Portal Client Training Guide Open New Service Case Step 23.
Action A new screen will appear prompting the user to upload a file. Click on the icon to the right of the File field.
Please note: The Client Portal can accept the following file types and corresponding maximum file sizes:
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File Type
Max Size
File Type
Max Size
File Type
Max Size
.DOCX
50 MB
.PDF
50 MB
.JPG
10 MB
.DOCM
50 MB
.DOC
50 MB
.MDI
50 MB
.XLSX
50 MB
.ZIP
50 MB
.PNG
10 MB
.XLSM
50 MB
.XLS
50 MB
.RTF
50 MB
.XLSB
50 MB
.TXT
50 MB
.BMP
10 MB
.TIF/.TIFF
50 MB
.HTM
10 MB
.GIF
10 MB
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Client Portal Client Training Guide Open New Service Case Step
Action
24.
Select the document to be uploaded and click Open.
25.
The document address will appear in the File field, click Upload and then OK.
26.
Click on the Case Number link to view the case detail.
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Client Portal Client Training Guide View Service Cases
View Service Cases View Service Cases Overview
View Service Cases option provides a list of cases submitted by the user through the Client Portal. To view service cases, select the View Service Cases from the Customer Service dropdown menu.
Please note: The service cases available for view will depend on the user access type.
Data Field Filter by Assigned To
Description The dropdown menu allows Client Managers to filter by a specific user to view the cases that are assigned to them. Please note: This function is only available to Client Manager user accounts.
Filter by Priority
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This dropdown menu allows users to filter the service cases by the priority level. Options include the following: 35
Client Portal Client Training Guide View Service Cases
Filter Button
DOI/Legal
Standard
TAT
Urgent
Select the Filter button to apply the priority selected in the Filter by Priority dropdown menu. Please note: Client Managers have the ability to Filter by Submitter and Priority.
Open Service Cases Tab
Displays service cases currently open that the user has submitted. Client Submitter User view: List of open service cases they have created. Client Manager User view: List of all open service cases submitted for the client.
Closed Service Cases Tab
Select this tab to view recently closed service cases. Client Submitter User view: List of recently closed service cases they created. Client Manager User view: List of all recently closed service cases submitted for the client.
Created On
Available when viewing the Open Service Cases tab. Indicates the date the service case was originally created.
Closed On
Available when viewing the Closed Service Cases tab. Indicates the date the service case was closed.
Service Case #
The unique identification number used to track the service case. Please note: To view detail on a service case, double-click the service case row.
Priority
Indicates the service case priority level selected when the service case was initially created.
Inquiry Type
The issue type that was selected when the service case was created.
Network
The Network that was selected when the service case was created.
Provider Name
Practitioner’s first and last name or the facility/ancillary name the service case is related to.
Submitted By
Name of the user that submitted the service case.
Assigned To
Name of the user assigned to the case.
Reopened On
Available only when viewing the Open Service Cases tab. If the service case was previously closed and then reopened, the date the service case was reopened will be displayed.
Page Navigation Buttons
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Only 10 service cases will display on the page. Use the page navigation buttons to view additional service cases.
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Client Portal Client Training Guide View Service Cases
Service Case Detail Overview
When viewing a service case, users have the ability to review a detailed description of case information. Please note: It is possible that information has changed, compared to what was originally submitted when the service case was created.
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If a MultiPlan representative changes the Network or Provider information, then the new detail will be displayed.
A MultiPlan representative can delete claims and attachments from a Portal case.
Claims added by a MultiPlan representative for the same CCode will be added to the Service Portal case.
New notes may be added, but existing notes cannot be modified.
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Client Portal Client Training Guide View Service Cases Data Field Current Case Status Detail
Description Contains basic service case information including status of the service case, the date it was created, closed, reopened and the name of the user that opened the service case. Also includes the original service case number and any related service cases. In addition, this section displays the Inquiry Type, Category, Priority, Network detail and the Client case # enter when the case was created. Please note: If the service case status is currently closed, users will have the ability to reopen the service case. A reopen reason must be selected.
Notes
Lists the notes created by the Client Portal user as well as notes created by MultiPlan.
Notes are listed in order of the most recent on top.
The individual that entered the note will be displayed in the following format: Added by: First Name Last Name Example: Added by: John Smith
Notes entered by MultiPlan will be displayed in the following format: Added By: MultiPlan
Select the Add Note button to add a new note. This option is only available for cases that are currently open.
Provider Information
Lists the practitioner or the facility/ancillary name, TIN, NPI, and contact information.
Contact Information
Lists the contact person for the service case. This is the individual to which the case is currently assigned. Please note: Manager Users have the ability to reassign cases to other users. If the case has been reassigned the contact information will be updated to the new user information.
EOB Information
Lists the detail of the first EOB entered when the service case was created.
Claim List
Lists the claims that have been attached to the service case.
Attachments
List of documents attached to the service case through the Client Portal. Users have the ability to view the attachments that exist in both Open and Closed Service Cases. Users also have the ability to add a new attachment. This option is only available for service cases that are currently open.
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Client Portal Client Training Guide View Service Cases
Reopen a Closed Service Case Overview
Follow the steps below to reopen a closed service case.
Step 1.
Action Locate the closed service case using the View Service Cases option or Search Service Cases option. View Service Cases: Select the desired service case from the closed tab of the View Service Cases option.
Search Service Cases: Select Search Service Cases from the Customer Service dropdown menu. For detailed instructions on searching for an existing service case, view the Search Service Cases section.
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Client Portal Client Training Guide View Service Cases Step
Action
2.
Verify that the Service Case Status is closed and the Reopen icon is displayed.
3.
Select the Reopen icon.
The system will display the following message:
4.
A Reopen Reason is required in order to reopen a service case. Use the dropdown menu to select the appropriate reason.
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Client Portal Client Training Guide View Service Cases Step
Action
5.
Select the Reopen button.
6.
Once the case is reopened, the following fields will be updated: Status: Indicates Open Reopened On: Autopopulates the date the service case was reopened Reopened Reason: Displays the reason selected during the dropdown process. Notes: A note will be autogenerated to indicate that the service case has been reopened. Please note: If a service case is reopened, it is recommended additional notes are manually added to ensure the service case is handled appropriately.
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Client Portal Client Training Guide View Service Cases
Add Note to Existing Service Case Overview
Follow the steps below to add notes to an existing service case. Please note: Notes can only be added to Open service cases. If service case is closed and needs to be reopened, follow the steps in the Reopen a Closed Service Case section.
Step 1.
Action Select the desired service case from the My Open Service Cases screen of the Home Page or search for the service case using the Search Service Cases option. My Open Service Cases: Double-click on the desired service case row:
Search Service Cases: Select Search Service Cases from the Customer Service dropdowm menu. For detailed instructions on searching for an existing service case, view the Search Service Cases section.
2.
With the service case open, select the Add Note button.
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Client Portal Client Training Guide View Service Cases Step
Action
3.
Enter desired text and select Add Note.
4.
The new note will be displayed at the top of the notes section within the service case detail.
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Client Portal Client Training Guide View Service Cases
Add Attachment to Existing Service Case Overview
The Service Portal can accept the following file types and corresponding maximum file sizes: File Type
Max Size
File Type
Max Size
File Type
Max Size
.DOCX
50 MB
.PDF
50 MB
.JPG
10 MB
.DOCM
50 MB
.DOC
50 MB
.MDI
50 MB
.XLSX
50 MB
.ZIP
50 MB
.PNG
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Please note: Attachments can only be added to Open service cases. If service case is closed and needs to be reopened, follow the step in the Reopen a Closed Service Case section.
Step 1.
Action Select the desired service case from the My Open Service Cases screen of the Home Page or search for the service case using the Search Service Cases option. My Open Service Cases: Double-click on the desired service case row:
Search Service Cases: Select Search Service Cases from the Customer Service dropdowm menu. For detailed instructions on searching for an existing service case, view the steps in the Search Service Cases section.
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Client Portal Client Training Guide View Service Cases Step
Action
2.
With the service case open, select the Add Attachment button located at the bottom of the screen.
3.
A new screen will appear prompting the user to upload a file. Click on the icon to the right of the File field.
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Client Portal Client Training Guide View Service Cases Step
Action
4.
Select the document to be uploaded and click Open.
5.
The document address will appear in the File field, click Upload and then OK.
6.
The new attachment will be displayed within the Attachments list. To view the documentation that has been attached, go to View Attachment in an Existing Service Case.
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Client Portal Client Training Guide View Service Cases
Reassign Case Ownership Overview
Once a portal case has been created the open case can be reassigned to another user.
The reassign feature is available to Manager Users only.
Step
Action
1.
Locate the service case using the View Service Cases or Search Service Cases option.
2.
To select the Service Case, double click on the case row.
3.
Once the case opens, scroll to the Contact Information section.
4.
Click Reassign.
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Client Portal Client Training Guide View Service Cases Step
Action
5.
A new window will appear, click the drop down arrow next to the Reassigned To field.
6.
Click on the desired user to populate in the Reassigned To field.
7.
Click the Reassign button.
The system will notify the user the case is being reassigned.
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Client Portal Client Training Guide View Service Cases Step 8.
Action Once the case has been reassigned the Contact Information will display the new users information.
Notes will be added notifying anyone viewing the cases that the case has been reassigned.
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Client Portal Client Training Guide View Service Cases
View an Attachment in an Existing Service Case Overview
Attachments uploaded to a service case by a client portal user can be viewed by the user. This includes both opened and closed service cases.
Step
Action
1.
Locate the service case using the View Service Cases or Search Service Cases option.
2.
To select the Service Case, double click on the case row.
3.
Once the case opens, scroll to the attachments section at the bottom of the page.
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Client Portal Client Training Guide View Service Cases Step 4.
Action To download the file, double click on the file row. Please Note: When the file is selected, the enitre row will highlight blue. If multiple files are attached to a case, once a case has been selected the file row will remain highlighted blue. To remove the blue highlighting, click on the row.
5.
To open the file, click the Open button. To Save the file, click the Save button.
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Client Portal Client Training Guide Search Service Cases
Search Service Cases Overview
Users have the ability to search for existing service cases by the unique service case number, or by searching with a variety of service case details. Enter the search criteria and hit [ENTER] or select the Search button to generate results.
Please note: Client Submitter Users will only be able to view service cases created by them. Client Manager Users will be able to view all service cases created by the client’s users. V8 October 2013
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Client Portal Client Training Guide Search Service Cases
Data Field Service Case #
Description Enter the unique service case number to generate results. If a service case number is entered, there is no need to add additional search criteria. Please note: If a match is found, the screen will automatically open to the View Service Cases screen.
Service Cases Created Date
Enter a date range within which the service case was created or reopened.
TIN
Enter the TIN that was used to build the case.
Provider Name
Enter the practitioner’s last name or the facility/ancillary name for which the service case was created. Please note: When searching by last name then first name a comma is required. Example: Smith, John
Your Case #
If applicable, enter case number from your case tracking system.
Status
Narrow results by searching for service case status Open or Closed. Please note: The system defaults to All.
Search Button
Select the Search button to generate results based on the search criteria entered. View the Search Service Cases – Search Results section for additional information.
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Client Portal Client Training Guide Search Service Cases
Search Service Cases – Search Results General Rules
Users will only be able to view service cases created by them via the Client Portal. Search results will vary depending on if no results are found, if multiple results are found, or if only one result is found. No Results: If no results are found, the No Results message will be displayed.
Multiple Results: If multiple results match the search criteria, each case will be displayed and the user can double-click on the desired row. Please note: Cases listed in yellow, with a caution icon indicate a new note has been added. This note may be added by the MultiPlan Representative, or by the Client Portal User.
Single Result: If the search criteria generate a single result, then the screen will automatically open to the View Service Cases screen.
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Client Portal Client Training Guide Search Service Cases
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Client Portal Client Training Guide Preferences
Preferences Overview and Account Preference Selections
The Preferences tab is used to update phone numbers, fax numbers and basic demographic information associated with a user’s account as well as e-mail notification preferences.
Each time a service case is created, closed or reopened, the Client Portal system will send an automated confirmation of the recent service case activity to the primary e-mail address listed within the account. To update a primary or alternate e-mail address, select the Update Address option.
To receive e-mail notification from the Client Portal each time MultiPlan has added a note entry to the service case, select the appropriate radio button response.
The menu bar located on the top right of the website also provides an alternative link to the Profile and Preferences sections.
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Client Portal Client Training Guide FAQ and Training
FAQ and Training Overview
The FAQ & Training option can be accessed through the Customer Service dropdown menu.
This section provides access to the following: List of frequently asked questions about the Client Portal as well as information about MultiPlan’s networks. Copy of the Client Portal User Guide. Training videos
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Client Portal Client Training Guide FAQ and Training FAQ Section
The FAQ section includes frequently asked questions regarding the Client Portal, as well as general service process questions and MultiPlan product information. The questions are listed within the left-hand side of the page. To view the answer, simply select the question line and the answer will be displayed below.
Select the question line again to collapse the answer. User Guide and Training Videos Section
Select the manual icon to view a PDF version of the Client Portal User Guide.
The Training Videos are broken up into various learning modules.
Select the Show Details button to view a list of topics covered in the video.
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Client Portal Client Training Guide FAQ and Training
Users have the ability to select the Watch Video link to view a demonstration on the system. The password is required to view the video.
Users will be required to register in order to view the video.
The videos are played using WebEx. The system will automatically set up the network recorder. This process may take several minutes.
Once set up is complete, the video will begin. Please note: Speakers or headphones are necessary to hear the audio. V8 October 2013
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Client Portal Client Training Guide FAQ and Training
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Client Portal Client Training Guide Service Case Reports
Service Case Reports Report Types Available
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The Reports Tab allows Client Manager Users the option to run three types of specific Service Case reports.
Aging Reports
Status by Inquiry Type Report
Status by Submitter Request
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Client Portal Client Training Guide Service Case Reports Aging Report
The Aging Report shows the age of open and/or closed service cases that were opened or reopened within a selected date range. The age range calculation method can be selected to be calendar or business days. Service cases can be also be sorted by the Submitter and grouped by age range. Click on Run Report from the main menu screen.
A new window will appear with criteria options to select from.
To cancel the report request, click on the Cancel button. The system will display a new window confirming the cancellation request.
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Client Portal Client Training Guide Service Case Reports Status by Inquiry Type Report
The Status by Inquiry Type Report details the service cases submitted according to Inquiry Type for open and/or closed service cases within a specified date range. The age range calculation method can be selected to be calendar or business days The report can be further customized by selecting a specific inquiry type, all inquiry types and when applicable, by category. Click on Run Report from the main menu screen.
A new window will appear with criteria options to select from.
To cancel the report request, click on the Cancel button. The system will display a new window confirming the cancellation request.
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Client Portal Client Training Guide Service Case Reports Status by Submitter Report
The Status by Submitter Report details each submitter’s open and/or closed service cases within a date range. The age range calculation method can be selected to be calendar or business days. The report can be customized by a single submitter’s name and/or priority level or choose to run all. Click on Run Report from the main menu screen.
A new window will appear with criteria options to select from.
To cancel the report request, click on the Cancel button. The system will display a new window confirming the cancellation request.
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Client Portal Client Training Guide Service Case Reports
Export the Report
Once the report has been generated, a new window will appear that displays the report data.
Click on the icon located in menu bar in the top left corner to export the data to an Excel document to print or save the report.
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