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:
- Click the "Add Procedure" button.
- Select the "Service Type" (Radiology or Neurology) from the drop-down.
- 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.
- 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".
- Repeat step 4 for each rule-out code.
- Enter Provider Name and/or Comments (optional).
- 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.