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Frequently Asked QuestionsReturn to previous page

 

GENERAL

CLAIMS

ONLINE REFERRALS

MEDICAL REPORTS

USER NAME AND PASSWORD MAINTENANCE

COMMUNICATION PREFERENCES

USER ACCOUNT MANAGEMENT

 

GENERAL

How do I sign up for an account for the One Call Care Diagnostics Customer Center?

Adjusters and Nurse Case Managers should complete our New User Registration Form.

Physicians and Employers are not eligible for Customer Center access at this time. If you are a Physician or Employer and would like to know the status of any referral you submitted to OCCM, please call us at 800-872-2875.

When can I access the One Call Care Diagnostics Customer Center?

The One Call Care Diagnostics Customer Center can be accessed 24 hours a day, 7 days a week.

I am somewhat concerned about the confidentiality issue. How do I know the website is secure?

One Call Care Diagnostics utilizes Secure Socket Layer (SSL) technology and third-party software to ensure the security of your website. Note the "https" in the web address and the "Comodo" emblem at the bottom of the screen (you may click on this emblem for more information). In addition, you may view our Terms of Service and our Privacy Statement from the links at the bottom of any page on our website.

Who do I contact if I need further assistance?

If you need further assistance, please or call us during regular business hours at 800-872-2875, press "0" for the Operator and ask to be transferred to the Customer Center Help Desk.

 

CLAIMS

How do I search for a claim?

Log in to the Customer Center. From your My Claims home page, enter criteria in any one or more of the fields (Claim #, Referral Date Range, Patient SSN, Patient First Name, or Patient Last Name) at the top of the page. Select "Active" = "Yes", "No" or "View All" and click "Search".

Note that you can use the "%" sign as a wildcard to perform a search by part of the Patient SSN, Patient First Name, Patient Last Name or Claim #.

What is the "See All Claims" checkbox?

If you have been granted permission to view colleagues’ claims, the "See All Claims" option will allow you to see those claims in addition to your own.

You can request permission for viewing additional claims by .

I need to see details of a claim that has already been billed and paid. How can I see that claim?

By default, your My Claims list will display only "Active" claims (claims that have not yet been billed or voided by One Call Care Diagnostics). A claim that has already been billed and paid is considered "Inactive". To see "Inactive" claims, select "Active" = "No" or "View All".

How long is claim information displayed on the website?

A minimum of six months of claim history is displayed on our website. If you require information for claims that are not displayed on the site, please call us at 800-872-2875.

I noticed that a claim number is incorrect. Can I change it?

No, this information cannot be changed via our Customer website. Please call us at 800-872-2875 or with the information and we will make the correction for you.

How will I know when my claimant has been scheduled for a procedure?

You will receive an automatic email with date, time and location of the appointment. However, you may also obtain the information from the Customer Center website. Locate the claim in your My Claims list. Click on the claim number to view the claim details. Locate the appropriate procedure in the Procedures list. The appointment date can be found in the "Appt. Info" column; appointment time can be displayed by clicking on the bubble to the right of the date.

Sometimes I need to arrange transportation for my claimants, will I be provided with the center’s address and phone number?

The center’s address and phone number will be included in your email confirmation. However, you may also obtain this information from the Customer Center website. Locate the claim in your My Claims list. Click on the claim number to view the claim details. Locate the appropriate procedure in the Procedures list. The center’s name can be found in the Provider Name column; address and phone number can be displayed by clicking on the bubble to the right of the center’s name.

 

ONLINE REFERRALS

Can I make a referral online?

Yes. Once you are logged in to the Customer Center website, click on Submit Referral in the main menu. Complete all required fields as indicated by a red asterisk (*) and click "Submit".

How do I add procedures and rule-outs to my referral?

Follow these steps for each procedure you want to add to your referral:

  1. Click the "Add Procedure" button.
  2. Select the "Service Type" (Radiology or Neurology) from the drop-down.
  3. Begin typing the procedure in the "Procedure Name" field. A type-ahead feature will attempt to auto-complete the procedure name for you. If the name of the procedure is not displayed in the auto-complete list, you may continue to enter the procedure name free-form.
  4. Begin typing the rule-out ICD-9 code or condition in the "Rule-Out Code" field (optional). A type-ahead feature will attempt to auto-complete the rule-out information for you. If the code/name of the correct rule-out is not displayed in the auto-complete list, you may continue to enter the rule-out code or name free-form. Click "Add Rule-Out".
  5. Repeat step 4 for each rule-out code.
  6. Enter Provider Name and/or Comments (optional).
  7. Click "Save Procedure".

What if I enter a procedure incorrectly?

You can edit or delete a procedure from the referral by clicking the "Edit" or "Delete" links to the left of the procedure.

How will I know my referral has been received?

Once you have clicked "Submit", you will see the following message on your screen:

"Thank you for your referral. Your request is being processed and verified by our Scheduling Department. Once received and processed, your referral will appear in the ‘My Claims’ list."

Once your referral has been processed, you will receive an email notification to confirm.

 

MEDICAL REPORTS

How will I know when a claimant’s medical report has been posted?

You will receive an automatic email notification when a medical report has been posted. However, you may also obtain the medical report status from the Customer Center website. Locate the claim in your My Claims list. If an icon is displayed in the "MR" column at the far right, the medical report has been posted. You may view, print or download the medical report by clicking on the icon.

The medical report is upside down, what do I do?

Click the "Rotate Image" button above the MR image. The button can be clicked repeatedly until the report image is right‐side up.

Can I save or print medical reports?

Yes. To save all pages of a medical report, click "Select All", select your file type preference (TIFF or PDF) and click the "Download Selected" button. To save individual pages of a medical report, click the checkbox below the image or images, select your file type preference (TIFF or PDF) and click "Download Selected".

To print a medical report, click on any individual page image. Click the "Print" button.

I would like to receive my medical reports via email as PDF attachments. How can I specify this?

Once you are logged in to the Customer Center website, click on User Profile in the main menu. Select the "Communications Preferences" tab. Under "Medical Report Notifications" on the right side, choose "Email notification with Medical Report attached as PDF" and click the "Save" button.

 

USER NAME AND PASSWORD MAINTENANCE

I can’t remember my user name or password. What should I do?

From our home page, click on the "Login Here" graphic in the upper left of the screen. Once you are on the Customer Center login page, click on the "Forgot Account Details" link to recover your user name and/or password.

How do I change my password?

Once you are logged into the Customer Center website, click on User Profile in the main menu. Your password can be changed in the "Password Maintenance" tab.

Can I change my user name?

Your username can be changed but only by a System Administrator. Please or call us at 800-872-2875, press "0" for the Operator and ask to be transferred to the Customer Center Help Desk.

 

COMMUNICATION PREFERENCES

Can I specify which email notifications I want to receive?

Yes. Once you are logged in to the Customer Center website, click on User Profile in the main menu. Select the "Communications Preferences" tab. Under "Activity Notifications" on the left side you can select or deselect any email notification type with the exception of medical report notifications. Medical report preferences can be changed under "Medical Report Notifications" on the right side.

What is "Send copies of these notifications:"?

If you have specified that you would like other individuals to receive copies of your email notifications (see "What is ‘Send copies of my notifications to:’?" under User Preferences FAQs for more information), use this section to select which notifications should be sent to those individuals.

Why is "Medical Report" grayed out under "Send copies of these notifications:"?

If you have specified that you would like other individuals to receive copies of your email notifications (see "What is ‘Send copies of my notifications to:’?" under User Preferences FAQs for more information), they will automatically receive copies of your Medical Report notifications in your preferred format (none, link, TIFF or PDF).

If you do not want your designated representative(s) to receive copies of your Medical Report notifications, please .

Why is the option for "Medical Report Encryption" grayed out?

Medical Report encryption is available upon request. Please and OCCM would be happy to work with you or your IT department to implement encryption.

 

USER ACCOUNT MANAGEMENT

What is "Send copies of my notifications to:"?

If you would copies of your email notifications sent to another individual, such as a Supervisor or colleague, you may enter the email addresses for that individual in this field. Multiple email addresses may be specified but each address must be separated by a semi-colon.

Can I update or make changes to my user information?

Yes and no. Some of your user information (first and last name, email address, phone number and fax number) can be changed from within the Customer Center website. To make changes to this information, click on User Profile in the main menu. Select the "User Account Management" tab. Note that there are two columns on this page, one titled "Current Data" and one titled "Requested Changes". Enter your changes in the fields under the "Requested Changes" column and click "Save". Note that all changes must be approved by a System Administrator before being accepted (see FAQ "I submitted changes to my user information…" below).

User information that is company-related, such as business address or business name, may only be changed by a System Administrator. Should you need to change your company-related information, please with your request.

I submitted changes to my user information. How do I know if the changes were approved?

Your changes will remain in the "Requested Changes" column until they have been approved. Once approved, they will be displayed in the "Current Data" column.