Frequently Asked Questions
| Question | Answer |
|---|---|
| How does Same-Day Verification work? | Insurance Verification runs automatically 3 days before appointments. If “Re-run Verification on Appointment Day” is enabled, it runs again at 4 AM CT (3 AM CST depending on DST), except Sundays. If an appointment is created after the daily run, it must be verified manually. |
| When does Insurance Verification run automatically? | It runs 3 days before appointments, same-day if enabled, and whenever an Insurance Form, Missing Information Form, or any custom form with Insurance Fields is submitted with required insurance details. |
| Why do some verifications run automatically while others don’t? | Verifications only run 3 days prior, same day (if enabled), or after an insurance form submission. If verification is needed outside those times, it must be run manually. |
| What happens for appointments at the beginning of a new month? | RevenueWell automatically re-runs verification on the 1st of the month for appointments that cross over from the previous month. |
| What happens if insurance information differs between sources? | The PMS is the primary source. If the PMS lacks insurance data, the most recent submitted form is used. If both exist but differ, a successful form verification overrides a failed PMS verification; otherwise the PMS result is used. |
| Does RevenueWell pull Carrier ID or Member ID from the PMS? | The Primary Member ID is pulled from the PMS. Carrier ID integration is planned for the future. |
| How long does it take for new insurance information to sync? | New patient insurance information typically syncs within about 15 minutes. |
| What should I check if patient data is missing or incorrect? | Review key fields such as Member ID, date of birth, and other demographic details. Clearinghouses typically do not specify exactly what information is missing. |
| What information should be provided when reporting an issue to support? | Provide the patient name, appointment date/time, and the error message you are seeing. |
| How does Insurance Verification work if providers have different payer relationships? | In Payer Setup, you can set a default relationship with a payer and create provider-specific exceptions. |
| How does this update benefit my practice? | It provides stronger portal-based verifications, fewer EDI fallbacks, reduced administrative work, and a smoother experience for staff and patients. |
| How does MFA work? | MFA challenges are routed to RevenueWell and managed automatically by AI, preventing MFA timeouts that interrupt verifications. |
| Will staff need to enter MFA codes regularly? | No. MFA is handled automatically by the system. |
| How long does setup take? | Initial setup takes about 5 minutes. Each portal takes 3–5 minutes, and connecting 5–10 portals may take about an hour. Setup can be paused anytime. |
| Do I need to connect every portal? | No. Connecting more portals increases automation, but you can start with 5–10 and add more later. |
| Can I add more portals or payers later? | Yes. You can map more payers or connect additional portals anytime from the Insurance Verification dashboard sidebar. |
| Are my credentials secure? | Yes. Credentials are encrypted and securely stored, and only your organization can access them. |
| Can I use my staff email or phone for verification? | No. System-managed emails and phone numbers are required for automated verification. |
| What is @mail-rcm.com? | A managed email domain used for receiving verification codes. |
| What are the provided phone numbers? | Managed phone numbers that route verification text messages to the platform (not personal numbers). |
| What should I do if credentials show “Invalid”? | Try logging in manually with the generated credentials. If needed, recreate the portal user. |
| How accurate is eligibility data? | Accuracy depends on correct payer mapping, accurate TIN/NPI entry, and valid portal credentials. |
| Can I update credentials later? | Yes. Go to Credentials in the dashboard to update or remove portal connections. |
| When should I contact support? | Contact support if the portal isn’t listed, MFA issues continue, provider approval is unclear, or Invalid Credential errors repeat. |
| Which verification method should I use? | Authenticator apps (TOTP) are best. If unavailable, use email, and use SMS as a last resort. |
| What if my portal isn’t supported yet? | You will still receive basic eligibility data, and additional portal support is added regularly. |
| Do I need admin access to configure Insurance Verification? | You must have the appropriate permissions in your organization. Contact your admin or office manager if you cannot access setup. |
| How do I add more payers? | Go to Payer Mapping, locate unmapped payers, and select the correct match from the dropdown. |
| How do I connect more insurance portals? | Go to Credentials in the dashboard. New portals appear based on your payer mappings. |
| How do I update portal credentials? | Go to Credentials, select the portal, and update the username, password, or verification method. |
| How do I remove a payer? | In Payer Mapping, choose Unlink (removes mapping but keeps credentials) or Delete (removes both mapping and credentials). |
| What happens after setup is complete? | Eligibility checks run automatically for patients with appointments, and results appear in the Insurance Verification Dashboard and patient records. |