CMS Secure Net Access Portal (C-SNAP) Ask-the-Contractor
Contents
1. All right Thank you want to note one more thing before we take the next question This is back to that additional documentation request or ADR request for medical review On page 33 of the user manual it s going to actually go through all of the different steps that are there for you And so that s where when went through and look at this got the information that it doesn t look like if I m doing it need that number until I m doing something for probe So take a look at that different information It s going to tell you exactly what you can do It also has the limitations on the size and all of the different pieces of information that go into it So again it starts on page 33 of the user manual It s a great resource You can see use it all the time because think it s easier for me than trying to remember everything and just give it out So I m going to give you some http www wpsmedicare com index shtml 16 Operator Tanya Hardiman Thom Ryan Tanya Hardiman Operator 02 17 2015 references from this user manual Take a look at that That may help you through it Brandy do we have another question No sir not at this time Well if there are no more questions just a reminder that a transcript of today s presentation should post to the On Demand portion of our training page within 30 days And WPS Medicare hosts teleconferences like this one throughout year at no cost to providers Please ta2. standard paper format You can view remittances instantly on your computer and print them locally at your office Duplicate remits are available for the past 13 months Please note remits associated with special check remits ERX HPSA etc and remits over 250 pages are currently not available in C SNAP Secure Message Contact the Medicare Customer Service Department for inquiries about C SNAP request clarifications on claim denials or policies and view responses using this secure online messaging system Personal information stays private and confidential Help Center The Help Center in C SNAP can answer many of your questions and provide a link to training on the C SNAP functions Included in the Help Center are Frequently Asked Questions Helpful Tips links to Training and Contact information The Help Center can be found on the C SNAP Home Page on the left hand navigation If you have questions that cannot be resolved after viewing the Help Center please contact Medicare Customer Service A few of our newest features for C SNAP include Part A Appeal Status Providers who bill on a UB 04 are able to check the status of their Part A Appeal request You can search for a single date of service or a range of dates for your submitted appeals Status information should be available within 10 days of receipt of your appeal request Part B Appeals Part B providers who bill on a 1500 form are able to submit requests for Medicar
3. B provider All right Thom do you want to take this Yes The information comes through the common working file which is it will give you the rejection And what it is is that they ve done the election for hospice but they haven t submitted a claim because the information isn t coming through then into the C SNAP until a claim is submitted because hospice doesn t submit on every on a daily basis like you would They submit either on a monthly basis or a 90 day cycle depending on how they re billing And then their system in Part A has a lot more intricacies So if one claim gets stuck they have to wait for that to get all the way through before they can submit the second month So a lot of times what happens when hospice first comes into play with someone is that they can t it doesn t show up in C SNAP for a while until that first claim hits us And so that can take actually quite a while depending http www wpsmedicare com index shtml 10 Robert Myra Thom Ryan Operator Mary Harless Thom Ryan Mary Harless Thom Ryan Mary Harless Thom Ryan Tanya Hardiman Mary Harless Tanya Hardiman Mary Harless Thom Ryan Tanya Hardiman Mary Harless Operator 02 17 2015 on how long it takes to get that first claim processed through the system And we are aware of it but there isn t anything we can do because that s where the information comes from understand you Thank you Yes Your n
4. as let s say a Gold Plus Plan but it s really AARP Blue Cross Blue Shield Plan It ll be listed in there as Blue Cross Blue Shield or something like that versus what you may know it as and that s because when they listed it with us with the Beneficiary Coordination Recovery Center the BCRC that s how they listed it in the system So whatever is coming on there is coming from what s in the Medicare system Please make sure you match that exactly So if it says like for Blue Cross Blue Shield if it says Blue Cross Blue Shield write Blue Cross Blue Shield if it says BCBS write BCBS It ll help it helps the system because the system is not smart enough or intuitive enough to know that BCBS is the Blue Cross Blue Shield Jennifer Britson Jones All righty Well thank you Thom Ryan Welcome Operator And again please press star one to ask a question Your next question is from Autumn Shakowitz Autumn Shakowitz Hi just have a quick question have a little bit of confusion sometimes when I m trying to read the C SNAP have it printed out and I m looking at the Part A deductible detail the real time data screen which is under you know after the patient eligibility And listed as under like Part A hospital bill and Part A SNF bill it shows earliest billing date of say 7 27 2014 to latest billing date 11 20 2014 And then specifically under Part A SNF bill it s only showing four skilled days used guess I m confu
5. on the home health link itself what it s going to do is tell you what episode they re in you know whether it s through this date from this date to this date so you know If you click on the word Detail once in there so you got to go to the Home Health first on the bottom then you got to look at the dates so you can find the right home health episode And once you find that you click on the word detail which is a blue link after the end date and that s going to give you the NPI of the home health provider that is related to that billing OK That s interesting When click down to the bottom that home health isn t in blue where can t get a hyperlink to it mean can the Part A Part B Therapy Caps Preventative PDP all of those can get a link to But home health and hospice are not So is that in my security have to change my profile http www wpsmedicare com index shtml 15 Thom Ryan Joan Nuner Thom Ryan Joan Nuner Thom Ryan Joan Thom Ryan Joan Nuner Thom Ryan 02 17 2015 No Once you have eligibility you should be able to link to all of that If you re having a problem getting that link to come up there s a couple of different things that happen One it could be the same thing we discussed where if home health has been reported to the common working file so it s stopping for home health but the claim hasn t been filed yet If the claim is not filed yet C SNAP doesn t have that ho
6. CMS Secure Net Access Portal C SNAP Ask the Contractor Teleconference ACT Transcript Moderator Tanya Hardiman January 21 2015 11 00 am ET Operator Tanya Hardiman 02 17 2015 Good morning My name is Brandy and will be your conference operator today At this time would like to welcome everyone to the C SNAP Conference Call All lines have been placed on mute to prevent any background noise After the speakers remarks there will be a question and answer session If you would like to ask a question during that time simply press star then the number one on your telephone keypad If you would like to withdraw your question press the pound key Thank you Ms Tanya Hardiman you may begin your conference Thank you Brandy Good morning and welcome to WPS Medicare s Ask the Contractor Teleconference on the CMS Secure Net Access Portal or C SNAP My name is Tanya Hardiman and am an outreach analyst on the Provider Outreach and Education team Also on the line today is Thom Ryan who will assist for the question and answer portion of the call Today s ACT is being recorded by InterCall and the transcript will be posted to our website within 30 days on the On Demand section of our training page Participants will be in a listen only mode until the question and answer segment begins At that time our operator Brandy will give the instructions about how to ask questions There is not a handout to accompany th
7. al underneath that it s going to be in the claims section under that information So go ahead and use that It s a really good feature It ll help you get what you need Also one of the others things that we do have available is the psychiatric days Again look into the manual it s in there The psychiatric days is on the Part A section It s in the lifetime reserve section So I m not sure if that s exactly what you re looking for or you re looking for something else But you can take a look at that if you would like and it just tells you the number of psychiatric days available to that patient Tanya that s all the questions have so I m going to give it back to you Thanks Thom Brandy we are now ready for the open question and answer session And in order to allow more people the opportunity to ask their questions please limit the questions you ask to two If you have any additional questions you may follow the operator s prompts to get you back in the queue Please also limit your questions to the topic of today s call which is C SNAP Any questions that are not related to today s topic will be directed to customer service Brandy will you now give instructions about how to ask questions Yes ma am And at this time if you would like to ask questions simply press star one on your telephone keypad Again ladies and gentlemen that is star one We will pause for just a moment to compile the Q amp A roster http www wpsm
8. bout the information that you need Again go ahead to that manual It would really help you out If there is an administrator already you go in and use request access for that NPI So whatever that provider NPI you want access to you request it That administrator decides which level of access you get which is the administrator level the eligibility only level or the eligibility claims level And then you can do whatever you need to do from there If there s not the first person to access that has to have that information listed on page 4 in the user manual And then what they have to do from there is go ahead and enter themselves They re going to be the administrator They can then give access to everyone As long you were authorized and you have the necessary information you can become an administrator So it doesn t matter if you work for a billing company or not It s up to the provider to authorize you by giving you that necessary information http www wpsmedicare com index shtml 6 Tanya Hardiman Thom Ryan 02 17 2015 would like to know when you send in your remits why there are three different payments for the same claim on one remit I m going to have you whoever asked that question let me come back in the queue later because don t necessarily understand that question You don t actually send in any remits on C SNAP So there s no remit available There s a download available In that you know it could be thre
9. creens and see that you re not giving us information on the correct website The survey itself is anonymous but it does capture screens that we know we you re at when you do fill that out But please feel free to take those surveys We encourage you to do that It really helps us to expand and to make sure that you re getting what you want And along the same line cms gov http Awww cms gov also has its own ForeSee survey So and a lot of other websites that you may go to has their own ForeSee survey So just keep that in mind Well if there are Brandy do we have any questions Yes ma am We do have a question from Joan Nuner Hi This is Joan and am new to C SNAP And am wondering where do go to find the home health episode have a Medicare saying that this patient was discharged to home health And so I m just trying to verify that Sure sure Easy enough What want you to do is to go in the eligibility section first So go ahead and put the patient s eligibility information in Once you bring up the eligibility section you ll get the summary screen and it s going to give you the Part A B together and that s fine But want you to scroll to the bottom of that summary And the bottom of that summary you re going to see a variety of links They ll be the Part A deductible Part B deductible MSP MCO all of those different links down there The last one in the first line is actually home health When you click
10. e Part B redeterminations or claim reopenings and check the status of previously submitted C SNAP appeal requests Part A Discharge Status This is another great feature recently added to C SNAP You are able to check the Discharge Status for Part A claims It is available in the Claim Inquiry function Look for the new icon that looks like a circled D next to the http www wpsmedicare com index shtml 2 02 17 2015 Claim Number on the Claim Summary page and Document Control Number DCN on the Part A Claim Header page Last but certainly not least is Submitting Electronic Medical Records for Additional Development Requests ADRs This feature allows you to upload Medical records through C SNAP when you receive an ADR or a probe from our Medical Review department This is only for ADRs and probes through Medical Review and hopefully down the line we can have this feature added for Appeals as well We have noticed that a lot of people are using this feature however nearly all the documentation uploaded is not for a Medical Review ADR or probe but for appeals or claims If the claim is in a S B6000 S B6001 or probe status then you may upload your documentation You may also upload it if it was denied with a 56900 reason code for lack of documentation If you ever have any questions on if it is appropriate to use this feature to upload your documentation on a particular claim please contact customer service Now we re going to go o
11. e separate lines If we had to maybe adjust a claim or something we would have the first claim a cancellation of that and then maybe an adjustment claim So I m not really sure exactly what you re referencing here So if you want to go out during the Q amp A process we ll go ahead and see if we can get some more clarification and get you help on that I d like more information on recouping after we have corrected the immediate offset Well in C SNAP we have what we call our overpayment claim adjustment in OCA which it s listed in page 30 of the User Manual What you can do is go in and request an OCA Now an overpayment claim adjustment is just that you re going to make you re wanting us to do something with this claim to adjust an overpayment It doesn t automatically go directly into the system it still has to be worked So it gets to put into that queue Once it s in that queue we work it like a normal claim adjustment would be so then it s actually entered into our system and we go through the process you ll get a letter If you automatically have the immediate offsets setup already so if it s just automatically going to happen it will happen as soon as the next claim comes in after it s entered into the system and the system is the system that we used for financial So it s different than the processing system It s two different systems It s actually a financial system So when we look at that what we want to do i
12. edicare com index shtml 9 Tanya Hardiman Trisha Scot Thom Ryan Trisha Scott Thom Ryan Trisha Scott Operator Robert Myra Tanya Hardiman Robert Myra Tanya Hardiman Robert Myra Tanya Hardiman Thom Ryan 02 17 2015 Your first question is from Trisha Scott Hi Trisha Hi On the Fee Schedule tab when you re looking at the physician fees Michigan has 01 and 99 and I m from Michigan How do you determine which one would be for me So the Fee Schedule tab is on our actual website it s not on C SNAP Is that correct That s the Fee Schedule you re talking about wosmedicare com http www wpsmedicare com index shtml Yes All right I m going to give you an answer that is to go ahead and contact customer service This call is particularly about C SNAP and only related to the information directly on medicareinfo com So if you want to go ahead and contact customer service we ll get you that answered OK Thank you Your next question is from Robert Myra We are getting rejections from Medicare from our patients that have an MCO stating that they re in hospice but we are not able to find hospice dates on C SNAP Can you assist me with that You re looking at C SNAP and the link is not available is that correct Yes The link is not highlighted and we are getting rejections from Medicare stating that the patient isn t hospice All right Are you a Part A or a Part B provider Part
13. ery NPI you know For the other hospitals is that an administrator on a registration side and then I m the administrator on the billing side But two people from the registration department took the administrator role before could sign up OK Yes just either secure message us or contact customer service to help you get through that process OK all right Thank you Your next question is from Jennifer Britson Jones Tanya Hardiman Hi Jennifer Jennifer Britson Jones Hi just have a quick question as far as the primary and secondary payer And I m on the screen where it shows first off you know what Medicare this gentleman has But then when you go to detail it shows he has a secondary but I m not quite sure where you said next to go to to figure out which one is which Thom Ryan OK On the bottom of the screen for eligibility you re looking or you look at where it said the MSP files the Medicare Secondary Payer Jennifer Britson Jones Yes Thom Ryan The only insurances that are listed there are primary to Medicare never a secondary to Medicare So if you re in that file and there s other insurance information there we are considering them primary to Medicare One of the interesting things we found out about that file and it doesn t really have anything to do with us it s just the data that we get A lot of times you ll see 02 17 2015 http www wpsmedicare com index shtml 12 something like you may know it
14. ext question is from Mary Harless Hi just wanted to verify that the medical record upload through C SNAP is available for both Part A and Part B just for ADRs and probe request is that correct Yes that s correct OK And so like we have a variety of NPIs and so we would be able to respond to any ADRs or probe request via the C SNAP upload Yes And you want to make sure that you give us the information that it s requesting so that they get the information so they can figure out which ADR it goes to you know because you ll get a letter that s got the information on it Right OK And so like uploaded a record yesterday in response to an ADR and it was asking for the code So look in the DDE to find the code but how would you be able to identify the ADR code It should be on the letter as far as know Now I m not sure because I ve never actually seen a letter Tanya do you know if it comes out on that actual letter Yes It is on the letter OK And so as we are responding to these via DDE rather than in response to a letter is that allowed as well You re not going to be able to submit your documentation through DDE is that what you re asking No no But we identify our ADRs and probe request through DDE Oh yes It would be on it s going to be on DDE too OK great That s what was getting at OK Thank you for your help And again if you would like to ask a question please press star one on yo
15. f a Medicare Advantage plan If the link is active and you Click on it C SNAP will give you the start and end dates the contract plan number and their name and address How do you know if Medicare is the secondary or primary payer http www wpsmedicare com index shtml 3 Thom Ryan 02 17 2015 Again when you are looking at the Patient Eligibility at the bottom of the screen MSP Summary is listed If the link is not active HETS does not have any record of another insurance that may be primary over Medicare If the link is active and you click on it C SNAP will give you the start and end dates if you click on the details button it will give you additional information including if it is primary due to Working Aged Disability Worker s Comp etc often check SNF days for our patients can go to the CWF and get one number then go to C SNAP and it always says 80 20 no days used even though CWF will have a different number Why is this The first screen you see when going into the eligibility information is very high level information about the beneficiary s benefits For more detail information click on the link at the bottom of the screen that says Part A Deductible The information displayed here is what the patient has actually used Remember if a claim has not been processed then the information is not listed It s a good starting point but not and guarantee MSP when Auto shows as primary payer but patient is not c
16. hing want to clarify is Tanya talked about the HIPAA Eligibility Transaction System HETS It s a 270 271 transaction It is a real time transaction Every time you enter data into C SNAP into the eligibility function it goes directly out to the HETS files and brings it right back in It takes about a second or two so you really don t notice it It s not as http www wpsmedicare com index shtml 4 02 17 2015 though C SNAP stores any information HETS does store information So HETS itself is where the information takes the nightly load it s not C SNAP C SNAP is giving you the most current information available So why did we do that Now remember C SNAP is 24 hours a day seven days a week and those people that are working at different times may need it available to them which is why we used the 270 271 transaction to give them that eligibility 24 hours a day seven days a week Unlike the claim status section which is not available 24 hours a day it is only available during claims processing times because that goes directly to the claims processing systems whether it s a FISS system or the MCS system So remember that when you re looking at the difference HETS is a real time transaction When you enter it it s going to run out there hit it and come back within just a couple of seconds But the information may be a little bit different than what you re seeing because it is only updated nightly the actual file that we hit agai
17. hnical feature and tell us that you would like that this person set up as an administrator for NPI We can work with that to get that done for you Will we ever be able to submit our ADR request through C SNAP The answer is hey you can right now Remember what Tanya said though medical review ADR request These are not for appeals these are not for things like that If it s not a medical review ADR request you should not be doing it Now medical review also does probe ADRs which is a probe development and you can submit those But those again are medical review feature If it is related to an appeal do not submit that at this time We will let you know when that feature enhancement is done want to talk about a couple of things that I m going to correct here First just answered one of the questions and said that Part A does not have a line item screen They do have a line item screen In the manual it s going to correct me and tell me that there is one So when look at the manual it actually says Hey there is one here So let s go ahead and have you take a look at that and check the manual forward It s got some details and some information on how to find that So would recommend taking a look at this It s going to tell you that it s on the bottom of the screens It s going to have the header and then it s going to have the information below that and how to access that So would recommend taking a look in the manu
18. is call We do have a few opening remarks and then there will be an open Q amp A session offering you an opportunity to ask questions you may have regarding C SNAP C SNAP is a free self service portal that is a comprehensive secure website to be used as your primary Medicare information source for patient eligibility claim status information and duplicate remittance notices C SNAP is available to you 24 hours a day seven days a week with limited functionality outside of normal business hours Now here is what C SNAP can do for your office Patient Eligibility Access national eligibility information to verify Medicare beneficiary entitlement 24 hours a day 7 days a week Patient eligibility includes Managed Care Organization or Medicare Advantage enrollment information Medicare Secondary Payer MSP information preventive services therapy caps and much more Claim Status http www wpsmedicare com index shtml 1 02 17 2015 Check the status of pending claims and receive detailed information about processed claims Please note claims status is only available when the Part A and Part B claims processing systems are available Claim Entry Part B providers who bill on a 1500 form are able to enter a Medicare Part B Professional Claim C SNAP Claim Entry does not currently accept Medigap MSP or Purchased Service claims Duplicate Remittance Advice You are able to query for entire Medicare duplicate remittance notices in
19. ke the time to browse through the information available on our website at wosmedicare com Also be sure that you have signed up for electronic mailing list called eNews and be watching for information about future educational opportunities Thom do you have any closing remarks just want to make sure that everyone is aware that the C SNAP survey again and the wpsmedicare com survey are different Please take them both of them and give us that information Other than that Tanya no don t OK Well want to thank everybody again for participating and this concludes today s teleconference Thank you Again ladies and gentlemen this does conclude today s conference call You may now disconnect your lines http www wpsmedicare com index shtml 17
20. me health information in it yet So it s not going to be able to give it to you because the provider ID that NPI and all that is generated from claim system would think it would have to Yes would think that that other facilities claim had come in and that s what made our because we had a different discharge status And so they re wanting the discharge status to home health So would assume that they had received that Right And don t know So that s one option But if you think it has contact customer service and let them know about it and they can look into it further But that s how we actually we ll encourage to you know if you have an issue like that that comes up just contact customer service and that s our regular customer service line They re the ones that help out with C SNAP when issues like that arise OK So anything that s grayed out that can t Yes so you will contact customer service If it s coming back and you know there is supposed to be something there and it s not showing up contact customer service A lot of times what we have to do is go back So you know CMS which is that transaction and figure out what s going on for transaction Sometimes the information just isn t loaded into the 270 271 files the HETS files which in that case we just have to wait for it to load through but we can check into that and you know figure out what s going on And contact customer service to do that
21. ne period Autumn Shakowitz OK Thank you Tanya Hardiman Operator Thom Ryan Operator Tanya Hardiman Operator Thom Ryan 02 17 2015 You re welcome And again please press star one to ask a question All right While we re waiting for those questions to come in I m going to give you a quick update here In the medical review section we re going to upload that documentation When you have an ADR there is no particular place to enter anything Now if you have a probe that s not true The probe has a number that you have to enter So just looking at the screens because I m not really familiar with it it s still brand new to me also So when you re looking at the ADR development and you re looking for that type of a development there s isn t a number to enter But on the probe section there will be So please make sure you get that correct If we have a question we can go ahead And there are currently no additional questions While we re waiting to see if anymore questions come in I d like to remind everyone that while you are on our website please take the ForeSee survey that will pop up This survey provides us with valuable feedback on what you like and do not like about our website So we really encourage you to please fill that out And the bonus is if you click on the ForeSee survey and you take the survey it s not going to pop up again until your cookies are reset or it s been 30 days So if you
22. nes for a Part B claim Now Part B claim is billed on a 1500 not on a UB So UB the answer is no 1500 the answer is yes Will the appealed letters be available on C SNAP Our answer to that is we ll give that to technical support and they will look into enhancing that Right now we don t know about that and we don t have an answer for you So maybe in the future it might be a future enhancement Why is the administrator limited An administrator should not be limited to anything that they have an NPI control of So if you re an administrator over a certain NPI you should have full access to everything If you don t you need to contact customer service and they can work to get that account corrected If you are an administrator but you re not the administrator of that NPI you can be limited to whatever the administrator of that NPI in particular gives you So when you re looking at it you want to make sure that you re asking for what you need to the administrator of the other NPI Now if they want you to be an administrator you can do that but you can only have two administrators set up If you d like a third administrator or you http www wpsmedicare com index shtml 8 Tanya Hardiman Operator 02 17 2015 can only set two administrators up let me say that again you can only set two administrators up If you would like a third administrator you need to email us or secure message us Use the secure the message tec
23. nst from CMS So different things to remember so C SNAP is giving you everything we ve got and the most current information we ve got The first question had is How do download our EOBs through C SNAP The first thing do want to talk about in addressing all of my questions or at least this one in particular is if you go out to C SNAP right there on medicareinfo com https Awww medicareinfo com apps cms home do is the website And when you go to medicareinfo com there is a user guide If you haven t taken a look at this really think you need to do that The reason that think you need to look at it is it s going to give you all of the directions for all of the step by step interactions that you re looking for which is what we really want to have happen on a regular basis So for instance if you go page 25 of this user guide it tells us how to obtain a duplicate remit Select Duplicate Remit link in the left navigation and walk your way through It s going to walk you through every step Now do want to tell you that on page 25 it s going to give two different sections One is going to tell you you can go to the bottom of the claim which is the processed claim Once that claim is processed then you re going to be able to look out directly from there It s going to have a button right on the bottom and you re just going to click on it and it s going to give you that claim duplicate remit which is really nice If you d
24. o not have a processed claim then what you want to do is go ahead and go or if you don t know the number go ahead and go to the C SNAP remit function on the left side which again it s going to tell you then you re going to enter you re going to enter your field It s going to enter all the things you re looking for go ahead and click Continue and it s going to give you the link for it on the bottom So take a look at page 25 of the user guide Again it s medicareinfo com left hand navigation User Manual big manual 40 pages it s going to give you basically everything you need It s on page 25 for you http www wpsmedicare com index shtml 5 02 17 2015 I m most interested in the appeals status information for C SNAP submit both Part A and Part B appeals so can submit and check status of appeals on both Part A and B via C SNAP Also to what extent can work an appeal via C SNAP First thing want you to know about that whole process is that you can submit a Part B appeal but you cannot submit a Part A appeal So Part B it takes the redetermination level which is our level Part A does not Part A is simply a status feature as Tanya said earlier You can t really work anything once you submitted it it s up to us then to take it from there So whatever information you have you will go ahead and put on there in the section describing what you disagree with then you re going to go ahead and take the information pu
25. of access you get for that particular NPI So once your user account is active and built then you begin the process of getting NPI accesses but not before that So again take a look at that page 5 of the user guide it ll help you get through that When doing a reopening for building air can we choose more than one option An example can we choose that we need to change the HCPCS and the dollar amount The answer is no You have to only choose one option Our system that we have for C SNAP only allows for one of those two choices So you have to choose one option If you have more than one and you want to do that contact via the phone line or in writing for reopening We ll take a look at that at that time But again C SNAP only one option at a time therefore only one of those could be done When viewing the claim is there a place that shows how much was paid on each individual charge line Now here s a little bit of a difference for you Again Part A you might not have a charge line You may have the claim summary and that s all that you re going to have So there is no individual claim line On Part B it is a little bit different You will have the detail screen which is under it s called the claim detail screen and it s underneath the individual summary screen So you re going to get first a summary screen It s high level overview of everything Underneath that there is a screen that gives you all the claim li
26. oming to office due to Auto related there should be exceptions noted in this area to avoid confusion Remember if your claim is not auto related then Medicare will be primary Send your claim as a normal Medicare primary claim and if there are any issues with it processing contact customer service What can be done if we cannot pull up a patient in C SNAP and we have checked out the card and talked to the patient about all of his information If you are unable to find a patient in C SNAP contact customer service It is possible that beneficiary s Medicare Number has changed If you are still unable to find the beneficiary contact the Social Security Administration for assistance When a patient is in a SNF Consolidated Billing period is possible for you to list the facility and dates of confinement No it is not HETS and therefore C SNAP is only updated as claims are processed If a SNF claim has not been submitted there is no way of the system knowing there is an outstanding claim When will C SNAP show the psychiatric days Psychiatric days is not information that is available to us through the 270 271 transaction If when this information is available through the 270 271 transaction we will include it on C SNAP Now I m going to turn the line over the Thom Ryan because he has additional questions and answers that he s going to provide answers to before we open up the lines for your questions Thom Thanks Tanya The first t
27. re tired of that popping up and asking you just to take it it s not going to pop up again until your cookies are reset or it s been 30 days So please do so Brandy have we had any other questions come in No ma am None at this time OK This is Thom again just want to add one more thing here with about that C SNAP survey Remember that we do have two different surveys One is on wosmedicare com and one is on medicareinfo com They are separate websites and each has a separate survey They are both done by ForeSee So a lot of people get confused and think when Tanya says Hey it s not going to come up for 30 days if take it If you take it on medicareinfo com it could still pop up on wosmedicare com If you take it on medicareinfo com it can still pop up on wosmedicare com http www wpsmedicare com index shtml 14 Tanya Hardiman Brandy Joan Nuner Thom Ryan Joan Nuner 02 17 2015 If you have a suggestion please don t mix the two medicareinfo com is C SNAP That s all you re going to give us information on That survey doesn t relate back to the wosmedicare com two separate surveys If you ever respond on medicareinfo com or I m sorry on wosmedicare com you want to give us that information on the wosmedicare com survey not the medicareinfo com We get a lot of that cross information And then when we get it we aren t really sure what you re talking about Sometimes we can go back and look at s
28. s once it s entered in the financial system the letter s going to generate At that point if there s an immediate offset it ll hit again for the next claim that would have issued you a payment and it won t issue you the payment it ll tell you it s the offset If there s no immediate offset you re going to have to still go through process of requesting the immediate offset because requesting the overpayment and the immediate offset are two separate things One is done through C SNAP or can be done through C SNAP The other is done via paperwork which must be mailed or faxed in Thom I m just going to remind everybody that what Thom just spoke about is only for Part B providers So if you re a Part A provider billing on a 1450 or UB 04 this is not something that is available to you All right Thanks Tanya So the next question we have is If you are part of a large company is there a way to have access to all of the facilities Or do you need to have log ins for each individual facility http www wpsmedicare com index shtml 7 02 17 2015 Again as discussed earlier you can have accesses to as many NPIs as you want So you can get access to every facility within your company What it is is the administrator for each NPI has to grant a certain person access You have to go through that process for each NPI you want to access to Asa user you can go on and request access to that and then the administrator decides what type
29. sed for sure on what those dates mean It s probably a dumb question but I m kind of new with this and don t quite understand what the date range is stating Tanya Hardiman The date range is stating when a claim came in for that benefit period So that is the start of the benefit period that we ve received a claim for So that s going to be your earliest billing date And the latest billing date is going to be the latest date we ve received a claim for that particular benefit period Autumn Shakowitz So the dates are specific to the dates of service Tanya Hardiman Yes And again remember that that s only updated as claims are received There could always be a claim out there that s outstanding that was held up in the system or physically just hasn t gotten around to being sent to us that will extend those dates either making it earlier or making it later Autumn Shakowitz OK Tanya Hardiman Does that help Autumn Shakowitz Yes So then this so then the earliest I m sorry You said two questions I m on overload Earliest billing date to latest billing date so that could be basically just be hospital days 02 17 2015 http www wpsmedicare com index shtml 13 Tanya Hardiman It could just be a hospital days It could be SNF days It s basically any day for that benefit period because remember benefit period is affected by both hospital and SNF days There s not a SNF period and there s not a hospital period it s o
30. t it together and give it to us via a fax You re going to get a fax confirmation If you don t have any additional information that needs to be there then we don t have to worry about that particular thing So want you to be aware of that when you re looking at that When you look at in total remember that you don t have to have that information available to you right away So when you re looking at the appeal status section you either file the appeal or you can check the status for Part B and then you once you ve done it you don t have to have the information available because you need to look back and check the status of it would like to know if billing services are able to register for C SNAP under the billing company to look up claims and eligibility for multiple providers or does each provide have to register separately Yes a billing service can register for C SNAP Remember C SNAP registration isn t about who you are or isn t who you work for it it s about who you are as a person registered for C SNAP Now have to be given and granted the right to access C SNAP by anyone So there s a way in which an administrator is built and that is the first person that registers has to have some pieces of information If you look in the manual again if you re not familiar with that process it s in here it s on page 4 It would walk you through on how to get registered If you don t have an administrator set up you can talk a
31. ur telephone keypad Again ladies and gentlemen that is star one Your next question is from Tara Johnson http www wpsmedicare com index shtml 11 Tara Johnson Thom Ryan Tara Johnson Thom Ryan Tara Johnson Operator Yes had a question about the administrator We have like six hospitals here and I m the administrator for five of them And our registration department took the other two administrations for one of the hospitals And we ve been going back and forth about allowing me to be an administrator Is there any other way for me to become one other than they re giving me access As far as we know what you can do is you can contact customer service and they can look into it for you or you can use the secure message feature and give us the information that you re looking for They may be able to edit for you that way We do ask though that the administrators will be or we do let you know that the administrators will be contacted within your organization can t answer why they re not doing that Really it should be them if there s only one administrator And ideally there should be two administrators for each NPI So if you re the only one you want to find somebody else that can be your backup administrator just in case you re out and someone needs something So yes they really mean we really really really really want you to have two can t emphasize that enough Two administrators ev
32. ver some questions that were submitted to us during the registration process The first question is when we verify a physical therapy benefits how do we know the cap amount is current When is the system updated When we verify physical therapy benefits how do we know the cap amount is current When is the system updated C SNAP is updated nightly when we receive the 270 271 report from the HIPAA Eligibility Transaction System HETS Keep in mind that benefits available are only updated on HETS as claims are processed If a claim is outstanding there is no way for the system to get updated with this information How do you know if a patient is enrolled in Hospice When you are looking at the Patient Eligibility at the bottom of the screen hospice is listed If the link is not active HETS does not have any record of a hospice period If the link is active and you click on it C SNAP will give you the Hospice Provider ID Start and End of the Hospice period and the Hospice Revocation code Keep in mind if the revocation code is not a 1 then the hospice period is still active The only way to get this updated is for the hospice to update it How do you know if a patient is enrolled in a Medicare HMO Like the Hospice information when you are looking at the Patient Eligibility at the bottom of the screen MCO is listed This is your Medicare Advantage or Medicare HMO information If the link is not active HETS does not have any record o
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