This guide outlines the essential steps for utilizing the Customer Portal to efficiently process and manage your client's Verification of Benefits (VOBs). By following these instructions, you'll be able to quickly submit new requests, access real-time eligibility information, and review detailed coverage specifics, ensuring a streamlined and accurate billing process for your prospective patients. The ability to perform instant VOBs significantly reduces turnaround time and enhances the accuracy of financial assessments, directly impacting patient intake efficiency and revenue cycle management.
1. Access Your Customer Portal: Locate the email from your billing team with the subject "Customer Portal Login Details." This email contains a direct link to your Customer Portal and the necessary login credentials.
Tip:
From the Portal, you have the flexibility to upload new documents, create help tickets, view your VOBs/URs, and review contracts with payers.
2. Navigate to iVerify: To request new VOBs or review existing ones, click on the "iVerify" tab within the portal.
3. Initiate VOB Submission: To submit a new Instant Verification and/or request a Call-in VOB, click "Submit VOB."
4. Complete Required Fields: Fill in all fields marked with a red star to the right of the bolded field name. You can also upload photos of your patient's insurance cards by dragging and dropping them into the designated box.
5. Run Instant VOB & Request Call-in: To execute an Instant VOB (iVerify) and simultaneously request a follow-up Call-in VOB, click the green button labeled "iVerify & Request Call-in VOB."
6. Run Instant VOB Only: To run an Instant VOB (iVerify) without requesting a Call-in VOB, click the blue button labeled "Save & iVerify."
7. Review Instant VOBs: To review your previously run Instant VOBs, navigate back to the "iVerify" menu item and click "Instant VOBs."
8. View Instant VOB Details: To view a completed iVerify Instant VOB, click the blue "Details" button for more information.
9. Examine Demographics + Eligibility: Upon opening the VOB, the "Demographics + Eligibility" section will automatically expand. Here, you can review all policy details for your prospective patient.
Tip: If you initially chose not to request a Call-in VOB, you can do so later by clicking the first blue button labeled "Request Call-in VOB." Should you need to re-verify the policy with an instant VOB, click the "Run iVerify" button. To export this VOB, click "Export." If you wish to email yourself a copy of the VOB, click "Email with PDF."
10. Understand In-Network Coverage: To review their In-Network coverage details, click on "Coverage Information - In Network."
11. Understand Out-of-Network Coverage: To review their Out-of-Network coverage details, click on "Coverage Information - Out of Network."
12. View Call-in VOB Details: To view details of your Call-in VOBs, navigate back to the "iVerify" menu item and click "Call in VOBs."
13. Access Specific Call-in VOB: Click on any of the VOB rows to view its detailed information.
14. Review Full Call-in VOB Information: You can now view your Call-in VOB in full detail, providing comprehensive information about the completed verification.
