November 12, 2012 Pub # 58193

Transcription

1 POS Basics Guide Massachusetts Multipayer November 12, 2012 Pub # 58193

2 This publication is the proprietary property of Emdeon and is furnished solely for use pursuant to a license agreement giving the user the right to use the Emdeon product(s) referenced in this document. All uses of this document are subject to the terms of such license agreement. This document may not be used except as permitted by such license agreement or changed, copied, photocopied, reproduced, translated, or reduced to any electronic medium or machine readable form without the prior consent of Emdeon. Copyright is held by Emdeon Business Services, LLC. Emdeon is not liable for any losses or damages that result from the use of this material, including loss of profit or indirect, special, or consequential damages.

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4 Contents Overview 1 About This Guide... 1 What s On Your Box... 1 Program Version Numbers... 2 Installation & Maintenance 3 Installation... 3 Enrollment... 3 New Accounts for Key 1 Payers... 3 New Accounts for Key 2 through 9 Payers... 3 Adding/Changing Providers for Key 1 Payers... 4 Program Updates... 4 Emdeon Updates... 4 Third Party Updates... 4 General Updates... 5 Printer Basics... 5 PrintPak PrintPak Repairs... 7 POS Device Use 8 Functions Specific to Key Provider ID Codes... 8 Provider Updates... 8 Key 8 Provider Update Transaction... 9 Payer IDs... 9 Star Key... 9 The <FUNC> Key... 9 Passwords Creating New Passwords Changing Passwords Using Passwords Resetting Passwords Troubleshooting 12 POS Messages Printing Problems Customer Support 14 Emdeon Customer Support Index 15 i Contents

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6 Overview About This Guide What s On Your Box This guide provides basic instructions for using, updating, and supporting your VeriFone TRANZ 380 or 380x2 Point-of-Service (POS) device to process real-time transactions with the Massachusetts multi-payer program. Please review the VeriFone TRANZ 380 Installation Guide and the PrintPak 250 and PrintPak 350 Installation Guides for more information about the following: Setting up your device and printer Connecting your device to a telephone line and power source Adding accessories to your device Cleaning and caring for your device and printer Servicing your device and printer Your POS device is programmed with the Massachusetts Multipayer (MAV) program suite. Each key (1 through 9) starts a program which allows you to access a unique set of payer transactions. Key 1 Massachusetts Payer Transactions The Massachusetts payer program on Key 1 duplicates the program formerly available to Massachusetts providers as It contains the following transactions: BlueCross BlueShield of Massachusetts Specialty Care Review and Review Cancel Health Services Review (Outpatient, Home Health, Ambulance) Admissions Review Medical Eligibility Verification Claim Status Inquiry Inquiry (Inpatient, Outpatient, Referral) Dental Eligibility Verification MassHealth Medical Eligibility Verification 1 Overview

7 Tufts Health Plan Medical Eligibility Verification Specialty Care Review Referral Inquiry Fallon Community Health Plan Medical Eligibility Verification Key 2 New York Payers Key 3 Connecticut Medicaid Key 4 Vermont Medicaid and New Hampshire Medicaid Key 5 Medicare Part A Key 6 Commercial Payers Key 7 Currently unused Key 8 Maine Payers Program Version Numbers Key 9 Address Verification Transactions To print a complete list of current payers available from each key, press <FUNC>, then 2 from the idle prompt. Each key on the Massachusetts Multipayer has a unique program version number based on the payers located on that key. Program version numbers appear briefly after pressing a key from the idle prompt. The version numbers will increase incrementally as programs are updated. The initial program version number for the MAV Key 1 payers was MASS Other examples of program version numbers are: CT 1.00 for Connecticut payers COMMERCIAL v1.00 for commercial payers MEDICARE v1.04 for Medicare Part A payers NY 1.08 for New York payers V / N 1.00 for Vermont and New Hampshire payers Your POS may have a different set of payers than those listed. 2 Overview

8 Installation & Maintenance Installation Your POS device will be installed by an Emdeon TM installation representative, who will configure the POS for your practice and providers. You will need to inform the installation representative regarding any special dialing requirements you may have, such as dialing an 8 or 9, to reach an outside line. Once installed, your installation representative will provide training for using your new POS device. Enrollment New Accounts for Key 1 Payers All new providers planning to process MAV Key 1 payer transactions (BCBS Massachusetts, MassHealth, Fallon Community Health Plan, and Tufts Health Plan) must first enroll with Emdeon. Providers are assigned a one- or two-digit Provider ID Code to use when processing MAV Key 1 transactions. Your Emdeon Sales Representative will assist you with completing the following steps and forms necessary to begin the enrollment process for MAV Key 1 payers. Emdeon Customer Agreement Emdeon Business Associate Agreement Massachusetts Multipayer Add/Change Form listing the provider ID numbers for the MAV Key 1 payers When enrollment is completed, you will be shipped a POS device loaded with information specific to your practice and providers. Alternatively, an Emdeon Sales Representative may visit your location to install the POS device and update the practice and provider information. New Accounts for Key 2 through 9 Payers To add new payers and/or transactions to your POS device, call your Emdeon Sales Representative at Installation & Maintenance

9 Adding/Changing Providers for Key 1 Payers If a provider joins or leaves your practice or facility or if a provider s IDs change for the MAV Key 1 payers, you will need to update your current setup. To add a new provider or change an existing provider s information: Call Emdeon Customer Support at Inform the Customer Support Representative of all changes regarding new providers or changes to existing providers. The Customer Support Representative will advise you when to perform a Key 8 Provider Update transaction. The update can typically occur as soon as one hour after contacting Emdeon. A Key 8 Provider Update transaction will download the new provider information and automatically print an updated provider code listing. A full program download is not required, and your password will remain unchanged. Note: See Key 8 Provider Update Transaction on page 9 for instructions on performing this transaction. Program Updates Emdeon Updates Emdeon will periodically update your POS programs as payer requirements change or as new payers and transactions become available. These changes are made to your POS device with an automated downline load, or DLL. You will receive prior notification of an upcoming DLL via a message that prints at the end of a transaction response. Later, the DLL will begin automatically after a transaction is run, and the POS display will indicate that a DLL is in progress. Do not disturb or interrupt the process until the DLL is complete. The POS device will print a notification and return to the idle prompt when the DLL is complete. If you have any questions concerning the DLL process, call Emdeon Customer Support. Note: Anytime you receive a full program DLL, make certain that the POS device is connected to a printer that is turned on so the DLL message can be printed. Your POS device will not function properly until the message is printed. Third Party Updates If your POS device is a TRANZ 380x2, you may have programming installed from a third party vendor such as a credit card company or credit verification company. On occasion, these third party vendors will require updates to their programs. Before downloading these updates, make certain your POS device is set to the proper program side by checking the idle prompt. If the idle prompt displays your credit card program name, it is set correctly. To switch between program idle prompts (sides) on your TRANZ 380x2, press the <FUNC> key twice. 4 Installation & Maintenance

10 Caution! If your POS device displays an idle prompt and you attempt a third party download, your Emdeon programs could be erased and replaced with the third party download. General Updates It is important to notify Emdeon with any changes concerning your practice or facility. Important changes include relocation of the POS device, relocation of your office, change of contact information, change of providers, etc. Failure to notify Emdeon of these types of changes can result in an inability to process transactions and/or billing errors. Printer Basics Your POS device is connected to either a Verifone PrintPak 250 or PrintPak 350 Printer. The following highlights how to change the paper roll and ribbon for these printers. Failure to follow these instructions could result in permanent damage to your printer. PrintPak 250 The PrintPak 250 is a dot matrix printer that uses single- or multi-ply paper rolls and a disposable ribbon cartridge. Removing the Paper Roll 1. If necessary, cut or tear the paper from the rear of the printer. 2. Press the paper feed button to advance the remaining paper out of the printer. Caution! Do not pull the paper from the back of the printer as this could damage the feed mechanism. Installing the Paper Roll 1. Remove the roll cover by pressing the tab at the rear of the printer and lifting the cover up. 2. Press the symbol on the power switch down to turn on the power. 3. Guide the end of the paper roll into the metal paper slot on the printer. While feeding the end of the paper into the slot with one hand, press the paper feed button several times until the printer grabs the paper. 4. Insert the paper roll spindle into the roll of paper. 5. Insert the spindle with the attached paper roll into the roll cavity. The ends of the spindle must fit into the slots on the sides of the cavity, and the paper must feed from the bottom of the roll. 6. Hold the paper feed button down until about two inches of paper emerges from the printer. 7. Replace the roll cover, making sure that the paper extends through the slot on top of the printer. Snap the roll cover tab into place. 5 Installation & Maintenance

11 Caution! The orange paper roll spindle must be inserted into the roll of paper for proper support. Otherwise, the paper will jam when feeding through the printer. Installing or Replacing the Ribbon Cartridge 1. Remove the ribbon cover by pressing the front tab and lifting the cover up. 2. If you are replacing an old ribbon, lift the old ribbon out and discard. 3. Remove the new ribbon cartridge from its protective packaging and insert it, right side first, into the printer. Make sure the round knob is facing up and the ribbon fabric fits between the print head and the ribbon guide. 4. Press the left side of the ribbon cartridge into place. If it does not fit easily, lift the cartridge out and try again. Do not force the ribbon cartridge into place. 5. Turn the small knob on the cartridge clockwise to remove any slack. 6. Insert the two tabs on the rear of the ribbon cover into the slots on the printer. 7. Press the front of the cover down and snap it into place. PrintPak 350 The PrintPak 350 is a thermal printer that uses single-ply thermal paper rolls. Ribbon cartridges are not required. Removing the Paper Roll 1. If necessary, cut or tear the paper from the rear of the printer. 2. Press the paper feed button to advance the remaining paper out of the printer. Caution! Do not pull the paper from the back of the printer as this could damage the feed mechanism. Installing the Paper Roll 1. Cut the end of the new paper roll into a point to make it easier to feed into the paper slot. 2. Remove the roll cover by lifting it firmly from the rear. 3. Guide the point of the paper into the paper slot, so that the paper feeds from the bottom of the roll. The printer will automatically advance the paper after it is inserted into the paper slot. 4. If necessary, insert the paper roll spindle into the roll of paper. 5. Replace the roll cover, making sure that the paper extends through the slot on top of the printer. 6 Installation & Maintenance

12 Repairs In the event that your POS device is not operating properly, call Emdeon Customer Support at or send an to A Customer Support Representative will assist with troubleshooting the issue. Caution! Do not attempt any service or repairs to the POS device yourself. Doing so could result in personal injury and/or damage to the product. Contact Emdeon or an authorized VeriFone service representative. 7 Installation & Maintenance

13 POS Device Use Functions Specific to Key 1 The MAV Key 1 payer transactions (BCBS Massachusetts, MassHealth, Fallon Community Health Plan, and Tufts Health Plan) operate slightly differently than the payer transactions located on Keys 2 through 9 as explained below. Provider ID Codes A provider ID code is a one-or two-digit number assigned to all providers that will be using their provider IDs to perform MAV Key 1 payer transactions. Users enter the provider ID code instead of the actual provider ID when processing transactions. Provider Updates If a provider joins or leaves your practice or facility or if a provider s IDs change for the MAV Key 1 payers, you will need to update your current setup. To update the provider information on your POS device, you must first contact Emdeon Customer Support and then perform a Key 8 Provider Update transaction. Note: See Adding/Changing Providers for Key 1 Payers on page 4 for more information. 8 POS Device Use

14 Key 8 Provider Update Transaction To perform a Key 8 Provider Update transaction: Step POS Display: 1 Multipayer idle prompt: MAV Enter: 1 2 PRESS A KEY UPDATE PROVIDERS will appear briefly on the display. 3 1=YES 2=NO 1 to perform a provider update. or 2 to return to the transaction menu. The <FUNC> Key Payer IDs Payer IDs specify which payer you wish to access. You must enter payer IDs to perform MAV Key 1 payer transactions. You may or may not be required to enter payer IDs for payers on other keys. The MAV Key 1 payer IDs and their corresponding payers are listed below: Star Key 1 = BlueCross BlueShield of Massachusetts 2 = MassHealth (Massachusetts Medicaid) 3 = Tufts Health Plan 4 = Fallon Community Health Plan For MAV Key 1 payers, the star (*) key may be used to return to the Press a key 1-7 prompt from the Payer ID? prompt if you enter an incorrect value. You do not have to re-enter your password using this method. The star key does not function in this manner for payer transactions on Keys 2 through 9. The <FUNC> key is typically used to save the information you just entered in order to proceed to the next prompt or start the next process. However, the <FUNC> key is also used for the following commands when using the Massachusetts Multipayer: Key Combination: Press <FUNC> twice. Press <FUNC>, then 1. Press <FUNC>, then 2. Press <FUNC>, then 4. Command Switches between program idle prompts, or sides, for TRANZ 380x2 users only. Reprints the response for the transaction just completed. Prints a complete list of current payers on the POS device and their corresponding keys. Prints a list of MAV Key 1 payers and payer IDs. 9 POS Device Use

15 Press <FUNC>, then 5. Press <FUNC>, then 6. Press <FUNC>, then 9. Prints a list of currently enrolled provider names and their corresponding provider ID codes. Prints a list of plan network IDs for payers that require entry of plan network IDs. Accesses the Medicare Part A password change function. Passwords To better insure privacy and HIPAA-compliance, the Massachusetts Multipayer program is equipped with a password function. Passwords are entered at the beginning of each payer transaction. The following directions detail how to create, change, use, and reset passwords. Creating New Passwords You will need to create a password before running your first transaction and after every downline load (DLL). Step POS Display: Enter: 1 NEW PASSWORD six- to eight-digit password <FUNC> 2 CONFIRM PASSWORD re-enter the same six- to eight-digit password <FUNC> Changing Passwords Follow these directions to change your password. Step POS Display: 1 multipayer idle prompt: MAV Enter: 1 2 ENTER PASSWORD your current six- to eight-digit password <FUNC> 3 PRESS A KEY NEW PASSWORD a new six- to eight-digit password <FUNC> 5 CONFIRM PASSWORD re-enter the new six- to eight-digit password<func> If your password is successfully changed, you will be returned to the idle prompt. 10 POS Device Use

16 Using Passwords You will be prompted to enter the password after selecting a payer transaction set on any key. Step POS Display: Enter: 1 ENTER PASSWORD your current six- to eight-digit password <FUNC> If you enter an incorrect password, your POS device will beep and prompt you for the password again. Resetting Passwords If you forget your password, call Emdeon Customer Support to have it reset. A downline load (DLL) will be required. 11 POS Device Use

17 Troubleshooting POS Messages Messages may occasionally appear on the display of your POS device during normal processing. This section highlights the messages, the conditions that may cause the messages to appear, and the steps you should take to remedy the problem. If you cannot resolve the issue using the information here, contact Emdeon Customer Support. A Customer Support Representative will assist with troubleshooting the issue. Waiting for Line Problem The telephone line for the POS device is in use or is not connected. Solutions Make certain all cable connections are securely connected and retry the transaction. Check to determine if the phone line is in use. Your POS device may share phone lines with other equipment, but they cannot be in use at the same time. Connect the POS device to a different phone jack and retry the transaction. Waiting for Answer Problem The POS device is finished dialing and is waiting for the destination connection to answer. Solution The destination connection may not always respond to the POS device right away. Wait to see if the destination connection answers. If the message persists, call Emdeon Customer Support. Redialing Problem The POS device did not receive an answer from the destination connection within 30 seconds. Solution The destination connection may not always respond to the POS device right 12 Troubleshooting

18 away. This message indicates the POS device is redialing. If the message persists, call Emdeon Customer Support. No Answer Problem The POS device dialed primary and secondary numbers for the destination connection three times but did not receive an answer. Solutions Call Emdeon Customer Support. Bad RX Communication or Bad TX Communication Problem Noise on the phone line is disrupting the transmission of data. Solutions Retry the transaction. If the problem persists, call Emdeon Customer Support. Printing Problems Please review the VeriFone PrintPak 250 and PrintPak 350 Installation Guides for more information about troubleshooting printing problems. 13 Troubleshooting

19 Customer Support Emdeon Customer Support Monday through Friday Eastern Time: Central Time: Mountain Time: Pacific Time: 8:00 AM - 7:00 PM 7:00 AM - 6:00 PM 6:00 AM - 5:00 PM 5:00 AM - 4:00 PM Hours are subject to change. Calls are returned for messages left during nonbusiness hours. Voice: customer.support@emdeon.com 14 Customer Support

20 No Answer 13 Index A About This Guide 1 Adding/Changing Providers for Key 1 Payers 4 B Bad RX Communication or Bad TX Communication 13 C Changing Passwords 10 Creating New Passwords 10 E Emdeon Customer Support 14 Emdeon Updates 4 Enrollment 3 F Functions Specific to Key 1 8 G General Updates 5 P Passwords 10 Payer IDs 9 POS Messages 12 Printer Basics 5 Printing Problems 13 PrintPak PrintPak Program Updates 4 Program Version Numbers 2 Provider ID Codes 8 Provider Updates 8 R Redialing 12 Removing the Paper Roll 5, 6 Repairs 7 Resetting Passwords 11 S Star Key 9 T The <FUNC> Key 9 Third Party Updates 4 U Using Passwords 11 W Waiting for Answer 12 Waiting for Line 12 What's On Your Box 1 I Installation 3 Installing or Replacing the Ribbon Cartridge 6 Installing the Paper Roll 5, 6 K Key 8 Provider Update Transaction 9 N New Accounts for Key 1 Payers 3 New Accounts for Key 2 through 9 Payers 3 Index 15