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Your Training and
Support Team:
Change Requests
Team Members
Training• Nikki Trusty
• Jennifer Humphrey
• Casandra Stanley
• La Toya Harris
Support
• Rodney Evans
• Meagan Sanders
[email protected](615) 239-2048, Option 2
Types of Requests We Manage in eClinicalWorks and Imagine
• Staff:• Add New/Terminate Providers
• Add New/Terminate Staff
• Location:• New/Terminate Location
• Practice Name, Address, Phone/Fax
• Software• Software Install/Shortcuts
• New Lab/Path/Imaging Interface/Interface Changes
• Templates & Customization
• Billing: • New Medications/Immunizations/Injections
• New Codes & Fees
• New Visit Types
• Training• New Hire Requests
• Retraining Requests
Requests Submission• For security purposes, only Practice Managers and Supervising
Providers should submit staff, provider, and security access change requests to our team at [email protected]
• Keep in mind that requests are handled secondary to support, so best practice is to submit requests as soon as possible. Submit new staff account requests after HR has confirmed the new hire.
• When asked to complete a Change Request Form, please complete it entirely and submit electronically. We cannot accept hand written requests or partially completed requests.
• We cannot copy security settings from one user to another, so it’s important to complete the change request completely.
• Use your Practice Summary document to verify the appropriate security and settings changes for the request.
New Providers and Staff
• Allow up to 4 business days for new eCW and Imagine staff accounts.
• Allow up to 2 weeks for new eCW provider accounts. We initiate license requests up to 30 days prior to the start date to allow time for license processing, account setup, and interface testing.
• If training for your new hire will be needed, submit the request as soon as possible in order to accommodate our training schedule along with your new hire’s start date.
Terminating Providers and Staff
• If a termination date is known ahead of time, especially for providers, alert our team so that we can assist your office in ensuring all unlocked notes, unreviewed results, and other tasks are managed prior to the termination date.
• If a termination date is not known, the Office Manager or Supervising Provider should work with the terminating employee to ensure these items are resolved on the date of termination.
• Failure to manage unlocked notes, unreviewed orders and other tasks will result in missed billing opportunities and potential patient safety issues.
Location Changes
• Submit a Location Change Request Form 30 days prior to the change or as soon as the change date is known.
• This allows our team time to add and test the new location in order to prevent delays with billing.
• This also allows your office to begin updating future schedule templates in order to avoid scheduling at the incorrect facility or office address.
• We can also temporarily update Messenger templates to remind patients of your location change and/or show your team how to send eMessages to all patients alerting them of location changes.
Software Requests • Template Creation/Customization
• Submit simple requests to our team at [email protected]. Complicated or lengthy requests will be scheduled as a remote session to complete with the provider or staff.
• eClinicalWorks Installs• Our team cannot install eClinicalWorks until AFTER ADI IT’s security software has
been installed and confirmed running. Most installs take 15 minutes or less.
• Lab/Path/Radiology Interface Requests/Changes• Changes to our existing interfaces take roughly 2 weeks while new interface
requests can take up to 8 weeks.
• Our team does not make changes to Lab/Path/DI compendiums unless we are certain the changes will not negatively affect any current or future practices.
• 3rd Party Vendors• Never sign a contract with a 3rd party vendor who will require access to our
eClinicalWorks or Imagine databases before consulting with our team first.
Billing Related Requests• New Medications, Immunizations, and Injections
• Email the new medication name and dosage information to our team at [email protected] Custom medications can be loaded as we receive requests but are typically imported through Medispan once per month, at which point they are able to be ePrescribed.
• For new immunizations and injections, email our team the name, NDC, dosage, vial size, and billing codes. We then work to load the imm/inj option in eCW, request the Reimbursement team load the codes and fees in Imagine, and set up the NDC automation for the claim.
• New Visit Types
• Visit Type requests are first reviewed for approval and can take up to 3 business days to process. Testing is required through the interface since the Visit Type in eClinicalWorks populates the POS field in Imagine.
• Fee Changes/Requests
• Self pay fee changes must first be reviewed to verify the proposed fees at least match Medicare rates before being loaded.
• Custom Codes
• Submit requests for custom codes like MEDRE, FRMFE, and NOSHW to our team along with the requested fee amount. These requests are managed by the Software Support and Reimbursement Teams in eCW and Imagine.
Training Requests • Email your new hire or retraining requests to our
team at [email protected] along with the requested sessions/total hours.
• Our team completes new hire training on the 2nd
and 4th Tuesday of each month, and scheduling is done on a first come, first serve basis.
• Trainees can also join new practice training sessions when available.
• New Hire and Retraining requests are billed back to the practice at $50/hour.
New Hire Training
eCW Staff eCW Provider Imagine1 – Pts & Appts (2 hrs) 1- OV & Notes Intro (4 hrs) 1 – Charges & HCFAs (4 hrs)
2 – Check In/Out (2 hrs) 2 – Templates (4 hrs) 2 – FollowUp (4 hrs)
3 – Progress Notes (3 hrs) 3 – Defaults, OS, HUB (4 hrs)
4 – Tasks (jellys) (3 hrs)
5 – Scan & Faxing (2 hrs) Imagine “Mini” –Balances & Reports
Super User (4 hrs) Rejections (1 hr)
