 ChiroTrack® Frequently Asked Questions (FAQ’s)
Click on a question below to view the appropriate answer.
1. What is the fee for using ChiroTrack®?
Your CNC admin fee paid for the design and development of ChiroTrack®. This system was developed exclusively for the CNC providers and there is no additional fee for this service!
INSTRUCTIONS FROM CNC SUPERSEDE ALL INSTRUCTIONS FROM INSURANCE COMPANIES REGARDING WHERE TO SEND CLAIMS!
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2. Will using ChiroTrack® save me money?
Yes. Electronically sending your claims will result in very significant cost savings to your practice. Please see the chart below taken from the Milliman Report prepared in January of 2006, comparing the costs of manually submitting claims vs. electronically submitting claims. If you send all your claims electronically rather than by paper, the estimated cost savings is $23, 124.00 per year!
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3. How do I sign up for ChiroTrack®?
Please see our “How to Sign Up” Page on our website for details.
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4. Is ChiroTrack® a software that needs to be downloaded onto the computer?
No. ChiroTrack® is an Internet based system that allows you to log onto http://www.cnarolinas.com with a username and password to submit claims.
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5. Is the ChiroTrack® system secure?
The ChiroTrack® system is extremely secure and meets all HIPAA requirements.
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6. Whom do I call if I have questions about ChiroTrack®?
Please call CNC at (704) 895-8117 ext 125 or 122 and we will gladly assist you.
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7. How long will I be able to search for processed claims with 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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8. May 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.
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9. When can we check the status of our files submitted through ChiroTrack®?
It is recommended that you 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 transmitted to CNC and you may correct any errors, should you have any and be confident that the “processed” claims are on their way to the insurance companies for adjudication!
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10. Will I be able to send claims to CNC using my Clearinghouse?
The ChiroTrack® system was specifically designed to give you the power to view any errored claims in your claim file and allow you to quickly correct these errors online and then resubmit your claims to CNC. The use of a clearinghouse to send claims to CNC would result in the “errored” claims being sent back to the clearinghouse (rather than back to you) without giving you an opportunity to view or correct the claims with errors.
For this reason, send your “CNC” claims to CNC only via ChiroTrack®.
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11. What types of 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…) so that 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 Claim File 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 the errored claims.
- 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 payers that were submitted through that particular claim file number. It will allow you to see the total billed amount for the claim file so that you can match it up with your records to make sure that all your CNC claims in your Practice Management System were submitted through ChiroTrack®.
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12. We use a billing company; can they send our claims for us?
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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13. We are an office with multiple CNC providers; can we send all claims together?
No. Each provider will need to submit claims individually through the ChiroTrack® system. This is to assure that each provider has access only to his/her claims and cannot view claims submitted by another provider.
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14. 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 but you will need to contact your software support for help in configuring your practice management software to send different claim files electronically to different destinations.
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15. Why won’t the computer system accept punctuation on HCFA’s?
While computer programs use many of the same punctuation characters that we use in our daily grammar, oftentimes these punctuation marks cause internal problems with claims, claim files, and transmissions. Please do not use punctuation in your claim forms!
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16. I inadvertently submitted non-CNC claims through ChiroTrack®; will they be processed?
No. If they are for non-CNC claims (claims for Insurance companies that are not processed by CNC, such as Medicare), these will “error” back to you when you transmit your file, allowing you to delete the claim from the system.
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17. Our Practice Name appears incorrectly on our Summary sheet, how do we correct our information?
Please contact CNC by fax with the correct Practice Name that you want to appear on the Summary sheets.
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18. How do I change our email address?
Please contact CNC with any changes to your practice information such as address change, phone or fax, including your email address and we will update our system accordingly.
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19. May we add more than one email address to our account so that more than one of us in the office is notified?
Please fax CNC all email addresses that you wish to receive email notifications and we will add all email addresses to our system.
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20. May I change my username & password? How?
Yes, you may change your username and password. Please fax CNC a request to change your username and password and a CNC representative will call you to assist you.
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21. Can I get additional usernames & Passwords for my office staff?
Yes, please fax CNC your request and a CNC representative will call you to assist you.
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22. I’m thinking of upgrading my practice management software, do I need to contact CNC?
Yes, you will need to contact CNC any time there is an upgrade or change to your practice management software so that we can prepare for any changes to your claim files being sent through ChiroTrack®.
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23. Will updating my Practice Management Software interrupt my using ChiroTrack®?
Upgrading your software should not interrupt your use of ChiroTrack®, but changing practice software may. In either case, your interruption time may only be for 24-72 hours.
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24. May I receive email notifications from CNC?
Yes! Please contact your CNC Provider Rep to assure that we have the correct email address for you.
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25. What is the CNC error report?
Like a clearinghouse, 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.)
The CNC error report is a report to inform you of any claim(s) that may have been rejected when we transmit to the insurance companies. You should promptly correct these errors and resubmit the claim through ChiroTrack®.
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26. I received a CNC error report by fax, how do I go back and resubmit or correct the claim?
The CNC error report will indicate the error that needs to be corrected. You will need to correct this error in your practice management software and resubmit the claim through the ChiroTrack® system.
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27. 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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28. 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?
No, if you are no longer a participating provider with CNC, claims will need to be submitted by paper. Your participation with ChiroTrack® will end as of the effective date of your termination.
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