Included & Add-on Services

View or change your Price Plan

Important things to know before you upgrade.

The pricing will reflect in the month the plan was upgraded. We do not prorate the monthly invoice. For example, if the upgrade was made on 5/15, the invoice for May activity will reflect the upgraded Price Plan.

Important things to know before you downgrade.

  1. Downgrades take effect on the first of the following month of your request. An e-mail confirmation will be sent upon completion of your downgrade.

  2. Any service(s) not included in your new plan will automatically be disabled.

    1. If you no longer wish to receive ERA's, please contact the insurance company to confirm how you will begin receiving ERA's after its been disabled.

    2. If you were using In-Application Credit Card Processing, you must contact TSYS® to inactivate your account.

  3. Please allow three (3) business days for full deactivation of ERA. Keep in mind that any ERA files already processed at the Payer and loaded into your CollaborateMD account prior to deactivation will still incur charges on your Monthly invoice.

If you're the Auth Rep, you have the option to upgrade or downgrade your account's plan. Use the steps below, and get in touch if we can help with anything. 

  1. Select Account Administration > Services.

  2. Under Price Plan > Current Price Plan, the current plan will show in bold font. 

  3. Click the Change button to view available plans.

  4. Select the desired Price Plan from the list to highlight it.

  5. Use the Upgrade Plan Date drop-down menu to select when the change should take effect.

    Plan Downgrades will take effect on the 1st of the following month.

  1. Click Save

  2. Click Acknowledge for the disclaimer letting you know that the price plan is being changed. 


Manage Claim Scrubbing

Claim Scrubbing helps you manage the complex rules and terminology of coding. This feature is used to analyze the claims before submission to the clearinghouse as a solution for catching problem claims, maximizing the potential for your healthcare facility to be paid correctly on the first submission. 

Types of Claim Scrubbing Edits

  • NCCI Edits: Prevents improper payments of procedures that should not be billed together.
  • CPT/HCPCS Edits: Code Validation, Age Validation, Gender Validation, Add-On Code Edit, Relative Value Units sequencing.
  • ICD Code Validation: Date of Service, Specificity, Valid Primary Diagnosis, Duplicate Diagnosis.
  • Modifier Use: Date of Service, Global Fee Period, Invalid Modifier Use.
  • Medical Necessity: Proprietary Medical Necessity, Non-Primary Diagnosis should be primary.

Follow the steps below to enable, configure or disable claim scrubbing:

  1. Select Account Administration > Services.

  2. Click the button next to Claim Scrubbing. 

  3. The Enable Claim Scrubbing box allows you to enable or disable this service.

  4. Set your Claim Scrubbing Settings:

    1. Automatically scrub new claims as they are entered?: Select Yes to have the system automatically scrub all new claims after they are entered.

    2. Automatically scrub existing claims when changes are made?: Select Yes to have the system automatically scrub claims after a coding change has been applied.

    3. Only perform automatic claim scrubbing for claims that contain more than one charge?: Select Yes to have the system automatically scrub claims only if they contain two lines or more.

    4. Exclude procedure codes marked as Retail or Other Medical from the code scrubbing process?: Select Yes so procedure codes with the specified types are not included in the Claim Scrubbing process, resulting in misleading errors. 

  5. Optional: Select Copy Configuration to copy these settings to another customer account you manage.

    1. Check the box next to the customer account(s) to copy the settings to, then click Copy.

  6. Click Save

 



Manage Real-Time Eligibility

Eliminate the time your staff spends on verifying patient eligibility with our Real-Time and Batch Patient Eligibility feature. With this feature, you can determine if a patient is eligible for insurance benefits in seconds, avoiding possible loss of payment. Eligibility is the first step to a clean claim.


  1. Select Account Administration > Services.

  2. Click the button next to Real-Time Eligibility.

  3. The Enable eligibility checking checkbox allows you to enable or disable this service.

  4. Set your Eligibility Settings:

    1. Automatically check eligibility when saving appointment?

      1. Select Yes to have the system automatically verify a patient's eligibility when an appointment is saved.

    2. Automatically check eligibility when an appt has been set to Status: Use the drop-down menu to determine the (appointment) status that triggers the automatic eligibility check. 

    3. Limit automatic eligibility checking to: Use the drop-down menu to select the frequency in which you would like automated eligibility to run.

    4. Show user an alert if they lack permissions to check eligibility when saving an appointment that otherwise would have run eligibility automatically?

      1. Select Yes to alert the user when they don't have the necessary permissions to check Patient Eligibility.

  1. Optional: Select Copy Configuration to copy these settings to another customer account.

    1. Check the box next to the customer account(s) to copy the settings to, then click Copy.

  2. Click Save.

Manage Address Verification

Spelling and formatting blunders can be corrected and geocoded instantly with our Address Verification Services. Upon patient data entry, address verification services will review the address while matching it to the United States Postal Services (USPS) directory. Re-sending documents are not only an inconvenience, but are costly as well. Since the address check is done in real-time, patient address issues are caught and can be corrected before the patient leaves the office. By catching these data errors, you are able to decrease losses, rejections, or denials due to fraud or simple spelling errors.


  1. Select Account Administration > Services.

  2. Click the button next to Address Verification.

  3. The Enable Address Verification box allows you to enable or disable this service.

  4. Set your Address Verification Settings:

    1. Automatically scrub the following when changes are made: Check the box(es) next to the option(s) to indicate what address(es) you want to automatically verify.

  5. Optional: Select Copy Configuration to copy these settings to another customer account you manage. 

    1. Check the box next to the customer account(s) to copy the settings to, then click Copy

  6. Click Save.

Manage Cloud Document Imaging

Streamline your office with greater efficiency and reclaim full control over organizing files, customizing folders, and attaching documents directly to Patients, Claims, and Payments by using our Document Imaging feature. Document Imaging allows you to easily retrieve and view documents regardless of the location they were scanned in, streamlining your office for greater efficiency. Store your documents and files onto our secure servers rather than your local hard drive. 

Refer to our Pricing Page to learn how much free storage is included on your price plan. Additional storage costs $25 per month for your 1st GB, and $10 per month for every extra GB. 


  1. Select Account Administration > Services.

  2. Click the button next to Cloud Document Imaging

  3. The Enable Cloud Document Storage box allows you to enable or disable this service.

  4. Use the Storage Limit drop-down menu to set how much storage you would like. 

  5. Use the Maximum File Size drop-down to set a size limit for individual files.

  6. See how much storage currently used in the Current Usage bar. 

  7. Optional: Select View All Customers to enable, disable, and view their usage

    1. Check the box next to the customer account(s) to enable or disable this service, then click Save

  8. Click Save

Manage Appointment Reminders

Appointment Reminders notify patients of upcoming appointments, reducing the number of no-shows and increasing the productivity and revenue of your office. With this feature, patients are able to verify or cancel an appointment by using the keypad on their phone. For maximum convenience, all patient confirmations and cancellations are automatically synced with your appointments, so front office staff can easily reschedule patients and wait-listed patients are seen quickly, which ensures efficiency. 

CollaborateMD sends the appointment reminder file to our third-party vendor at 1 AM EDT daily. Any changes after this time will not reflect until the next day's file submission. 


  1. Select Account Administration > Services.

  2. Click the button next to Appointment Reminders.

  3. The Enable Appointment Reminders box allows you to enable or disable this service.

  4. Configure or view the General Options tab: 

    1. Enable Phone Reminder: Select this option if you want patients to receive phone call reminders.

    2. Enable Text (SMS) Reminders: Select this option if you want patients to receive text message reminders.

      Text Reminders do not support sending or receiving MMS (Multimedia Message Services). I.e., we do not support pictures, video or audio messages. 

    3. Days before appointment to send reminder: Select how many days before the appointment, time, and time zone you want patients to be notified of their upcoming appointment.

    4. Send reminder for appointments set to status: Select which appointment type(s) you would like phone calls or text messages to be placed for.

    5. Do not send reminders on Saturday/Sunday: Check these boxes if you don't want appointment reminders to be delivered on the selected days of the week.

    6. Allow Patients to Confirm/Cancel appointment from reminder: Check this box to allow patients to confirm or cancel their appointment.

      1. If Confirmed, set appointment status to: Select which status you want the appointment to be changed to in the event that the patient confirms their appointment.

      2. If Cancelled, set appointment status to: Select which status you want the appointment to be changed to in the event that the patient cancels their appointment.

  5. Configure or view the Phone Options tab.

    1. Contact Patient using: Select which phone number on file for the patient you wish to use. (e.g., Home/Cell/Work Phone).

      If the patient does not have a number in the selected field, the phone reminder will use the first available phone number it finds. Going in order of Home, Work and then Cell. 

    2. If busy or not answered, retry times /wait minutes between calls: Select how many times you would like the system to call the patient back in the event there is no answer. Select how long you would like the system to wait before making another call.

    3. Specify the Caller ID Name And Number to be used in the reminder message: Select from the dropdown one of the options below. Note: These options will apply to all Practices under the Customer you’re currently logged into.

      1. Use CMD defaults: Selecting this option will call the patient from a generic phone number that will replay the reminder if called back.

      2. Use the name and phone number entered in the Practice section: Selecting this option will send the Practice’s name as the Caller ID Name and the Practice’s phone number as the Caller ID Number. Note: The Practice information used is dependant on the Practice selected for the Resource associated with the appointment.

      3. Custom name and number: Selecting this option will allow you to enter a custom Caller ID Name and Caller ID Number to ensure patients can easily recognize who is calling.

    4. Customize Practice Recording: This option will allow you to create voice recordings. Not setting up this option will result in a standard computer generated recording. 

    5. Specify the "appointment with" name to be used in the reminder message: Select the name to be used in the phone reminder message. Note: Selecting the Customize link will allow you to edit the Provider Name. You can record the provider's name, play the recorded name, delete the recording, or re-record. 

    6. Request Sample Reminder: This option will allow you to receive a sample reminder call simply by entering your phone number.

  6. Configure or view the Text Options tab.

    1. Resend text reminder: Select how many days before the appointment you would like the system to text the patient until they respond (Confirm, Cancel, or Stop). 

    2. Specify the name to be used in the reminder message: Select the name (Practivce, Provider, or Resource) to be used in the text reminder message. If one or more names exceed 35 characters the name will be cut off unless updated.

      1. Click on the Customize link to select the name within the text message.

    3. View Sample Reminder: Click the link to view how the text reminder will look when sent based on your current settings/configuration.

  7. Specify hours for sending an SMS Text Opt-In message: Choose which hours of the day and time zone you would like patients to receive SMS text opt-in messages.

  8. Optional: Select Copy Configuration to copy these settings to another customer account you manage. 

    1. Check the box next to the customer account(s) to copy the settings to, then click Copy

  9. Click Save.

Manage Recurring Data Snapshots

Data Snapshots is a service provided by CollaborateMD which takes current data such as patient demographics, codes, appointments, payers, provider list, facility, charge, etc. and captures (exports) a snapshot of the data. The data can be exported into several hundred files in .DAT format that is a tab-delimited or into an open-source relational database management system (RDBMS) known as MySQL

The export includes Data Sets from the following sections of the application:

Authorizations, Activity, Appt, Appt Types, Charge, Professional Claims, Claim Status, CPT Code, Credit, Facility, ICD Code, Location, Patient, Patient Notes, Payor, Practice, Provider, Referring, Remittance, Resources, Claim ICD Codes, ICD Procedure Codes, Institutional Claims, Insurance Parties, Insurance Policies, Payments, Insurance Check, Inventory Codes, Revenue Codes, and more.


Follow the steps below to enable, configure or disable Recurring (daily) Data snapshots:

  1. Select Account Administration > Services.

  2. Click the button next to Recurring Data Snapshots

  3. The Enable Recurring (Daily) Data Snapshots box enables or disable this service.

  4. Under Recurring Snapshot Settings, select the:

    1. Format: Select the format you would like the data snapshot to be exported in.

      Click the Download Sample link to view a sample of what the snapshot will look like before purchasing. The sample will contain the first five (5) rows of each data file set contained within your account.

      1. Default (Tab delimited).

      2. MySQL.

    2. Select the customer(s) to include in the data snapshot: If you have more than one customer account, check the box(es) next to the customer(s) you would like to schedule the snapshot for.

    3. Export multiple customers as

      1. One Combined File: Exports the snapshot as one combined file for all selected customers 

      2. One File per Customer: Exports the snapshot as one separate file per each selected customer. 

  5. Click Save.

Data Snapshots are overwritten each day. Please make sure you download before the next Data snapshot is generated. Auth Reps will receive confirmation and instructions on downloading the data snapshot(s) via the Messaging section of the application. 


Limitations:

  • No specific dates (past or present) can be captured within the export. The data snapshot will run at 1:00 AM EST on the scheduled day, therefore the date must be a future date.
  • No specific criteria (e.g., ONLY Patient data set info) can be captured, as the Data Snapshots captures all of the data sets specified above.
  • Data Snapshots will only be available to download after 6:00 AM EST on the scheduled day.
  • Document Imaging is NOT included.
  • The data can only be used to import into other software solutions (e.g., Business Intelligence, Collections, etc.).
  • In accordance with HIPAA rules and regulations, CollaborateMD will NOT provide users, admins, or third party vendors this information, as the Data Snapshots contain PHI & PII. 

Manage Financial Insights Analytics

Financial Insight Analytics, also known as ChangeHealthcare Analytics, is a flexible dashboard solution created to improve visibility into issues that impact cash flow and enable better decisions for operational improvements. In addition, you can compare your practice's results to others within your area of specialty, at both the state and national levels. This feature provides you with instant access to vital information that will assist you with getting your money in the door faster! Your request will be forwarded to the Accounting Department and will be processed within 24-48 hours. 


  1. Select Account Administration > Services.

  2. Click the button next to Financial Insight Analytics.

  3. The Enable Financial Insight Analytics box enables or disables this service.

  4. View all Providers currently using Financial Insight Analytics 

  5. Add a new provider.

    1. Locate the Provider in the drop-down menu

    2. Click the Add New button

  6. Click Save.

Manage In-Application Credit Card Processing

CollaborateMD ensures hassle-free credit card processing that will easily reduce follow up on co-pays, deductibles, and co-insurance balances, which translates into improved A/R. By processing your patient’s credit card payments within CollaborateMD, you will increase business efficiency and accuracy. As well as saving you a ton of time, helping you work less and paid faster!


Enable In-Application Credit Card Processing 


Follow the steps below to enable, configure or disable In-Application Credit Card Processing:

  1. Select Account Administration > Services.

  2. Click the button next to In-Application Credit Card Processing.

  3. The Enable In-Application Credit Card Processing box enables or disables this service.

  4. Click the Add New button.

    For practices with more than one location, a merchant account must be added for each location and/or each tax ID. Repeat the steps for each location/tax ID listed in your Merchant’s Accounts box.

  5. Type the name to associate with the new merchant account.

  6. Click Request.

  7. Click Save.


Get ready! A TSYS® Representative will call you within 1-2 business days to proceed with your new merchant account. Your TSYS® Rep will only attempt 3 calls to get you all the information you need, so be ready! If you have not heard from your TSYS® Rep after 1-2 business days.

Upon a CollaborateMD representative receiving the credentials from TSYS®, we will complete the configuration of each requested product. The request will now display as "Active" and your In-App Credit Card Processing feature will be ready for use. Visit the Getting Started with CMD & TSYS Help Page for more information on how to begin using this feature.


Disable In-Application Credit Card Processing 


Proceeding with this change will disable the applicable Integrated Payment Processing service. The customer’s account will no longer be allowed to process credit card service payments through the merchant account integration within CollaborateMD. 

  1. Select Account Administration > Services.

  2. Click the button next to In-Application Credit Card Processing.

    1. Place a check in the Set as Inactive checkbox by the name of the account you wish to inactivate.

    2. If disabling your entire account, uncheck the Enable In-Application Credit Card Processing box.

  3. Click Save.

Important: You must contact TSYS® to inactivate your account completely. Deactivating the CollaborateMD integration does NOT close your merchant account with TSYS®

Manage your Patient Payment Portal

The payment portal is CollaborateMD’s own in-house product that uses the highest form of security to protect the patient’s information and allows payments to post directly into the practice, in real-time, 

CollaborateMD’s payment portal utilizes the highest form of security to protect the patient's information. The payment portal is our own in-house product which allows payments to post directly into the practice, in real-time. By providing patients a secure online payment portal, offices are reducing patient calls, increasing billing accuracy, and accelerating patient payments. Plus, patients can view their visit and payment history instantly.


  1. Select Account Administration > Services.

  2. Click the button next to Patient Payment Portal.

  3. The Enable Patient Payment Portal box enables or disables this service.

  4. Check the box to choose your Payment Portal Settings:

    1. Allow Patients to receive notification when a new balance is owed: Check the box if you wish to send notifications to your patients regarding new balances set to “Due Patient”. Notifications can be sent by Text message or Email message.

    2. Allow Patients to receive confirmation for successful payment made via the portal: Check the box if you wish to send notifications to your patients once they’ve successfully processed their payment via the online patient Payment Portal. Notifications can be sent by Text Message or Email.

    3. Allow Patients to receive payment plan installment due reminders: Check the box if you wish to send notifications to your patients that have a Payment Plan installment greater than $0.00 due.

  5. Under the New Balance Notification tab:

    1. Use the Allow communication methods drop-down menu to select how a patient should be contacted. 

    2. Use Allowed times text messages options to set when you want the text notification to be sent out to the patient.

    3. Type the message you want to send to your patients within Text Message field.

    4. Optional: Variables can be used to auto populate information related to the patient in the message. Right click and select one of the available variables to add it to the message.  

  6. Under the Payment Confirmation tab:

    1. Use the Allow communication methods drop-down menu to select how a patient should be contacted. 

    2. Use Allowed times text messages options to set when you want the text notification to be sent out to the patient.

    3. Type the message you want to send to your patients within Text Message and/or Email field.

    4. Optional: Variables can be used to auto populate information related to the patient in the message. Right click and select one of the available variables to add it to the message.  

  7. Under the Payment Plan reminder tab:

    1. Use the Allow communication methods drop-down menu to select how a patient should be contacted. 

    2. Use Allowed times text messages options to set when you want the text notification to be sent out to the patient.

    3. Type the message you want to send to your patients within Text Message and/or Email field.

    4. Optional: Variables can be used to auto populate information related to the patient in the message. Right click and select one of the available variables to add it to the message.  

  8. Click Save

Manage Enhanced User Print Statements

The Enhanced User Print Statements feature allows you to customize your full color statements you will be printing and mailing out to patients. This customizable template allows you to add your company logo, and customize the text on your statement.


  1. Select Account Administration > Services.

  2. Click the button next to Enhanced User Print Statements

  3. The Enable Enhanced User Print Statements box enables or disables this service.

    Enhanced User Print Statements can be configured in Statements screen. Please take a look at our Statement Configuration Help Article for more info.

  4. Optional: Select Copy Configurations to copy these settings to another customer account you manage. 

    1. Check the box next to the customer account(s) to copy the settings to, then click Copy

  5. Click Save.


Manage Automated Statements

Automated Statements allow you to eliminate the time your staff spends printing and mailing patient statements. Send statements out in a timely manner while improving your bottom line and simplifying your mailing process. 


  1. Select Account Administration > Services.

  2. Click the button next to Automated Statements.

  3. The Enable Automated Statements box enables or disables this service.

    Automated Statements can be configured in the Statements screen. Take a look at our Statement Configuration Help Article for more info.

  4. Optional: Select Copy Configurations to copy these settings to another customer account you manage.

    1. Check the box next to the customer account(s) to copy the settings to, then click Copy

  5. Click Save.


Manage Application Co-Branding

Application Co-Branding is a service provided by CollaborateMD that will help you promote your business in a unique way. Represent your company visually throughout the application and on (excel) reports by adding your business logo. Application Co-branding can help you build and enhance your brand loyalty as well as extend your reach into other markets to increase your sales. Visit our website for pricing information.


  1. Select Account Administration > Services.

  2. Click the button next to Application Co-Branding.

  3. The Enable Application Co-Branding checkbox enables or disables this service.

  4. After enabling Application Co-Branding, click the Image icon under “Login Image.” to upload the logo that will show on the login screen. 

    1. Click Upload.

    2. Locate the image on your computer.

    3. Adjust the scale to fit.

    4. Click Done.

  5. Click the Image icon under “Banner Image.”  to upload the logo that will show on the banner on every screen.

    1. Click Upload.

    2. Locate the image on your computer.

    3. Adjust the scale to fit.

    4. Click Done.

  6. Optional: Add a personalized welcome message that will be visible on the welcome screen.

  7. Click Save.

     Application Co-branding  is an account level service and does not vary based on the number of customers within the account.


Manage Claim Attachments

Processing and submitting Workers Compensation (Workers Comp) and Property & Casualty (P&C) claims have always presented unique challenges. Many require manual processing and the attachment of supporting documentation, which prevents electronic submission. These challenges result in higher costs to the provider, higher rejections, and slower reimbursement. 

ChangeAssurance Attachments is the solution for submitting Worker’s Comp and P&C claims and their associated attachments efficiently and effectively. By enabling electronic submission, you can use one solution for these specialty claims and bypass the effort and expense of paper processing. 

The Claim Attachment Help Article should be referenced to enable, configure, process claims, follow up and disable the services included with the Claim Attachment feature. 


Follow the steps below to enable or disable Claim Attachments:

  1. Select Account Administration > Services.

  2. Click the button next to Claim Attachments.

  3. The Enable Claim Attachments box enables or disables this service.

  4. Click Save