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Frequently Asked Questions

The FAQ section is updated on a regular basis with the most frequently asked questions received by our support professionals.  Click on a question to see the answer.  Our FAQ’s are included in the site-wide search, so if you are looking for information on a specific topic, try searching for it.  You will find related articles and FAQ’s.


FAQ's List

  • When assigning insurance companies to the patient's financial screen, how does the system know which one is primary and secondary?
    • The insurance company listed at the top will serve as the primary insurance, below that the secondary, and then tertiary if applicable. You can select the address and then click the arrows beside that box to rearrange the order if needed.  SeamLESS refers to the order of the company listings on the patient's financial screen when handling claims, statements, and other various reports.

  • How will I know when an update is available?
    • Release dates for all updates are published on this website as soon as they are available.  To view this information go to the Version History page. The newest version will always be at the top of the list, and as soon as the date is available it will be indicated just below the version number.

      Your SeamLESS system will also notify as soon as an update is available with a special message when you sign in. TIP: If you ever question whether there is an update available, click on the SeamLESS logo in the top left corner of the main application and select "About SeamLESS." There will either be a message here citing the newest available update or a message indicating that no updates are available."

  • Regarding diagnosis history for existing patients, should we start with original visit date and diagnosis?
    • Any visit dates you add to an open case (with the exception of a "NO CHARGE" case) will be billed with the applicable charges.  You can create a "NO CHARGE" case and add old visits and charges for visits already billed if you are wanting to build SOAP notes for those visits.  "NO CHARGE" cases are not billed by SeamLESS.  Otherwise, for your regular patient cases, add actual new visits only and use the most recent date of diagnosis and symptom on the diagnosis screen.

  • Without a travel card to reference, how is the CA to know what charges to enter?
    • Starting with your second visit, you will begin using the Express Visit to process visits.  The Express Visit remembers the charges from the last visit and presents them to you for confirmation.  So, after you have entered the patients charges for their treatment plan just once, you will never have to enter the charges again until or unless that treatment plan changes.

      Tip: It can be helpful to detail the patients treatment plan in the Express Notes, which are presented in the top right corner of the Express Visit Window.  This information in that box can be a handy reference for when you add the charges the first time or in the event that the patient has a one time exception in therapy, for example.

  • What if a patient's insurance policy has no plan name or group name?
    • Both Plan Name and Group Name are required fields on the Patient Financial screen for each policy.  If there is no plan name, use the word NONE in the Plan Name field.  This is preferred by our partners at Infinedi who serve as the dominant clearing house for the majority of SeamLESS users.

  • Medicaid in my state requires the x-ray in Claim Form 1500 Box 15. Where do I enter that in SeamLESS?
    • Medicaid is asking for the x-ray date in Box 15 which is otherwise designated as "previous same or similar illness".  So, use the "Previous Similar Illness" control on the diagnosis screen to feed Box 15 with the x-ray date.

      On the diagnosis screen, look to the left where the dates are listed, and change the date labeled accordingly.  This control is case specific, so the system only saves one date at a time from this control to report on claims. When you have a new date, update it here using the same control.

       

       

  • If a CareCard is mistakingly swiped is there a way to delete the visit from the system?
    • Any visit can be deleted in the system. Search for the patient in the patient search, and then open the patient's file and proceed to the Patient-Assessment screen (also known as the patient visit list). This screen has a list of all of the patient's visits in the system. First select the proper case if it is not already selected by default; then select visit you want to delete, and click the - (minus) button in the bottom left hand corner. The visit will be deleted. If there are existing charges, the system will notify you that the charge must be deleted first. Any charges may be deleted from the accounting screen.  NOTE: Visits with successfully processed claims cannot be deleted, but if you have not gone as far as to enter charges for the visit the claim will not be created during claims processing. It is still always good policy to delete any erroneous visits before processing claims.

      As a final measure, be sure to click the refresh button on the Today's Patients list to ensure that the erroneous visits are removed from this list.

  • What are the PINs in the Insurance Address Book used for?
    • The Doctor’s PIN here should be used if the payer requires a special ID in Box 24J above the NPI. The Business PIN should only be used if the payer requires a special ID in Box 33B. NOTE: These PINs are considered legacy IDs, and in most cases the use of such PINs has been replaced with the NPI.

  • Can I run SeamLESS on my Mac?
    • SeamLESS is a Windows application. If you want to run SeamLESS on a Mac, you must run it in Windows on a Mac. The options are Apple's Bootcamp, VMWare Fusion, or Parallels Desktop for Mac. The second two options allow you to run Windows as a virtual machine while operating in Mac OS on the Mac. Bootcamp only allows you to choose Mac or Windows platform, without the option to run them simultaneously. You will need to set up the solution according to the software makers instructions and purchase a copy of Windows to install on your Mac.

  • Are the included ICD9 diagnosis codes the only ones needed?
    • The ICD9 diagnosis codes included in the installations are the only ones represent those most commonly used by Dr. Hays, president of Pinnacle Management Group.  You may add as many ICD9 or ICD10 diagnosis codes as you like on Diagnosis Code Management screen located on the Management tab.

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