 ChiroTrack® Frequently Asked Questions (FAQ’s)
Click on a question below to view the appropriate answer.
1. What is the fee for using ChiroTrack®?
There is no fee to register or use ChiroTrack®! Your CNC admin fee paid for the design and development of ChiroTrack®. This system was developed exclusively for CNC providers and there is no additional fee for this service.
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2. Will using ChiroTrack® save me money?
According to the Milliman Report prepared in January of 2006, sending claims electronically rather than by paper, can save an estimated $23,124.00 per year for the average healthcare practice. So the answer is YES! Filing your claims electronically results in significant cost savings to your practice.
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3. How do I sign up for ChiroTrack®?
Please see our “How to Sign Up” page for details.
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4. Is ChiroTrack® a software that needs to be downloaded onto my computer?
No. ChiroTrack® is an Internet based system that allows you to log onto http://www.cncarolinas.com with a unique username and password to submit claims.
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5. Is the ChiroTrack® system secure?
The ChiroTrack® system meets all HIPAA requirements so you can be assured it is very secure.
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6. Is there a ChiroTrack® User Manual?
Yes, Please CLICK HERE to view the ChiroTrack® User Manual. The ChiroTrack® user manual will assist your office with submitting, correcting and searching claims. If you would like additional assistance, please contact your CNC ChiroTrack® Rep.
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7. Which CNC claims are filed through ChiroTrack®?
All CNC claims are filed electronically through ChiroTrack® except:
Secondary claims
Corrected claims
Any claim with an attachment; for example, medical records or information requested from the payor.
Inclusive Health claims
Kanawha claims
A Few CIGNA Third Party Administrator claims
At this time, the payors cannot accept these claims electronically and must be submitted to CNC by mail on CMS 1500 claim forms.
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8. Whom do I call if I have questions about ChiroTrack®?
Please call your CNC ChiroTrack® Rep at (877) 426-2411 for assistance.
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9. How long will I be able to search for processed claims using the ChiroTrack® system?
You may search for processed claims submitted through ChiroTrack® up to 90 days after the date you submit them.
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10. Can I search any of my claims through ChiroTrack®?
You can search for any of your claims that were sent through the ChiroTrack® system. You will not be able to search for claims that were sent by paper to CNC, such as secondary claims, corrected claims, etc. (Please refer to Question #6)
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11. When can we check the status of our files submitted through ChiroTrack®?
You should always check the status of a claim file 24 hours after sending the file. The claim file will show “Received”, indicated by a yellow dot, while the claim file is still being reviewed for errors. Once you see “Processed” or “Error” in the status box, then your claim file has been successfully reviewed and you may correct any errors, should you have any. The “Processed” claims are on their way to the insurance companies for adjudication and are not held up by any claims with errors.
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12. Will I be able to send claims to CNC using my clearinghouse?
No. The ChiroTrack® system was specifically designed to give you the power to view any errors in your claim file and allow you to quickly correct these errors online and then resubmit. The use of a clearinghouse would result in the claims with errors being sent back to the clearinghouse (rather than back to you) without giving you an opportunity to view or correct them.
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13. We use a clearinghouse to send some of our claim files but want to use ChiroTrack® for our CNC claims. How do we send claims to both locations?
This should not be a problem, please contact your CNC ChiroTrack® Rep and she will gladly assist you. Your ChiroTrack® Rep will set up custom filters for your software to enable you to send your CNC claims through ChiroTrack®, and your non-CNC claims through your clearinghouse.
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14. What reports does ChiroTrack® offer for our office to view and print?
ChiroTrack® has reports that assist your office in record keeping and claim sending. The following are a list of our reports and their helpful purposes:
- The Confirmation Page – This page is displayed on the screen after you have submitted a claim file through ChiroTrack®. We recommend that you print this confirmation page and keep a log of your claim file numbers (i.e. bat123456…) If you need to review a particular claim file, your records will indicate that it was successfully submitted to ChiroTrack® and assist in the retrieval of your file.
- The Batch Summary – This page is retrieved from the Check Status Screen when you click on the Batch ID Number (i.e. bat123456…). The batch summary will give you a list of the names of each patient for whom you submitted a claim in that particular claim file. It will also show you any claims with errors and allow you to correct them.
- The Summary – This is retrieved from the Check Status Screen when you click on the icon under the Summary column in the File Details table. It is a small icon and you will need to click on it to open the Summary Page. The Summary is a combined list of the total dollar amounts submitted to the payors that were submitted through that particular claim file. It will allow you to see the total billed amount for the claim file. You can match it up with your records to make sure that all the CNC claims in your practice management system were submitted through ChiroTrack®.
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15. We use a billing company; can they send our claims for us?
Yes, a billing company may send your claims to CNC via ChiroTrack® should you decide to give them access. You must have a contract with the billing company in order to allow them access to patient information and to provide them with access to your “CNC” claims through ChiroTrack®.
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16. We are an office with multiple CNC providers; can we send all claims together?
Yes, you can submit claims together as long as each provider is a CNC participating provider and all providers are using the same Federal Tax ID number (EIN). If there are multiple providers in a group practice, and they are using different Tax ID numbers, then each provider with a different Tax ID number must file claims individually through the ChiroTrack® system.
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17. Why won’t the computer system accept punctuation on the CMS 1500 claim forms?
While computer programs use many of the same punctuation characters that we use in our daily grammar, often these punctuation marks cause internal problems with claims, claim files, and transmissions so please do not use punctuation on your claim forms.
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18. I inadvertently submitted non-CNC claims through ChiroTrack®; will they be processed?
No. If they are non-CNC claims (claims for insurance companies that are not processed by CNC, such as Medicare), they will “error” back to you when you transmit your file. You will be allowed to delete the claim(s) from the ChiroTrack® system.
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19. I have received an error on ChiroTrack® that I do not know how to correct, what do I do?
Please call your CNC Provider Rep at (877) 426-2411 to assist you with correcting your claims with errors.
If you have received a BCBS Invalid ID error, please be sure to check the member's ID card for the correct member ID number. Please make sure to check the patient’s date of birth matches what BCBS has on record for the patient. You can check the patient date of birth on Blue esm.
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20. Our practice name appears incorrectly on our Summary sheet, how do we correct our information?
Please use your CNC Fax Inquiry Form to contact CNC with the correct practice name that you want to appear on the Summary sheets.
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21. How do I change our email address?
From the CNC web site homepage CNCarolinas.com, click on the green “Provider Login” button and enter your ChiroTrack® username and password. You can then update your email address by selecting “Your Account” and then “Change Your Account Info”.
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22. May we add more than one email address to our account so that more than one of us in the office is notified?
Yes, you may add one additional email address to your account. Many providers use the additional email address to assure their billing CA receives important emails from CNC. To add the additional email address, click on the “Provider Login” button from the CNC homepage, CNCarolinas.com, select “Your Account” and then “Change Your Account Info” from the drop down menu and add the additional email address.
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23. May I change my username & password? How?
You may change your password, but your username is a unique, computer generated username for HIPAA compliance and cannot be changed. To change your password, click on the “Provider Login” button from the CNC homepage, CNCarolinas.com, and select “Your Account,” then “Change Account Password” from the drop down menu and change your password.
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24. Can I get additional usernames & passwords for my office staff?
Yes, please contact your CNC ChiroTrack® Representative for assistance.
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25. I’m thinking of upgrading or changing my practice management software. Do I need to contact CNC?
Yes, you will need to contact CNC anytime there is an upgrade or change to your practice management software so we can update any changes to your claim files being sent through ChiroTrack®.
CNC recommends you contact us prior to purchasing any new software to confirm if the new software will be compatible with ChiroTrack®.
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26. Will updating my practice management software interrupt my using ChiroTrack®?
Upgrading your software should not interrupt your use of ChiroTrack®, but changing practice management software may. In either case, please contact your CNC ChiroTrack® Rep for assistance and to confirm that nothing changed in your claim file. If something did change, your interruption time may only be 24-72 hours.
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27. Can I receive email notifications from CNC?
Yes! Please contact your CNC Provider Rep to assure that we have the correct email address for you. You may also verify the email address we have on file by going to the CNC homepage, CNCarolinas.com, then click on the green “Provider Login” button and enter your ChiroTrack® username and password. Click on “Your Account” and “Current Account Info” to review your account information.
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28. What is the CNC ChiroTrack® Claim Error Report?
Once we receive your claims from ChiroTrack®, we then electronically send them to our managed care partners for adjudication. Occasionally, when we transmit claims to these insurance companies, THEIR electronic system will reject a claim. (An example of this is a claim for BCBSNC with an incomplete member ID number or an expired ID number. These claims will “error” back to CNC when we attempt to transmit to BCBS.)
This report is to inform you of any claim(s) that may have been rejected when transmitted to the insurance companies. You should promptly correct these errors in your practice management software and resubmit the claim through ChiroTrack®.
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29. When I try to print my summary or patient list, it does not print correctly. How can I get this to print properly?
Printing issues are subjective to the computer and printer setup for your office. However, we can recommend that you print in landscape mode in order to get the full screen view.
If that doesn’t work, call us and we will try to provide additional assistance.
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30. If my participation with CNC is terminated by either party, will I be able to continue to submit claims through ChiroTrack® for dates of service prior to termination?
Yes, your office will be able to submit CNC claims to the ChiroTrack® system for 60 days after your termination date. Please note that claims submitted to ChiroTrack® should only be for dates of service prior to your effective date of termination. Any claims after your effective date of termination should be filed directly to the payor.
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