Frequently Asked Questions

What is DentalXChange's Claims solution?

Claims by DentalChange is a SaaS product for submitting dental claims to multiple payers. It integrates with various practice management software.

How does it work with existing practice management software?

Claims offers full, partial, or file upload integration options depending on your existing software.

How does it impact the claims submission process?

Claims aims to make the submissions more efficient by reducing manual tasks and offering real-time validation.

Is Claims secure?

Security is a top priority at DentalChange. We have established a leading security infrastructure with multiple overlapping security controls to keep data transmissions secure. To learn more about security at DentalXChange you can read our full Security Paper.

Are there additional fees or contracts?

No, there are no start-up fees or contracts required.

Who can use the claims solution?

The claims solution is used by dental providers including Office Managers, Practice Managers, Billing Specialists, Dentists, and DSOs.

What is DentalXChange's Merchant Services?

DentalXChange's merchant service provides a comprehensive suite of financial services that enables your dental practice to easily collect payments, creating efficiencies managing your practice's merchant account. Accept credit or debit cards, online payments, and checks, providing patients flexibility with payment options.

What do I need to process credit card payments?

To accept credit card payments (online, offline, anywhere) you need a Merchant Account and processing equipment. DentalXChange has terminal options we can discuss that will best fit your practices’ needs.

Can Merchant Services integrate with my Practice Management Software?

Merchant Services is compatible and can integrate with a variety of Practice Management Software. We have spent years improving those integrations and have added many functionalities and tools. Please contact DentalXChange to determine if your Practice Management Software is compatible.

Does Merchant Services offer easy-to-use reporting?

Yes, along with the online portal, DentalXChange offers a state-of-the-art reporting and reconciliation portal. The Advanced Merchant Portal allows you to track financial statistics, download and print your monthly statements, and get notified of important industry changes. We also offer custom reporting if requested. Sign up for Merchant Services today and get the Advanced Merchant Portal for free.

Do you support recurring billing and why do I want it anyway?

Clients can configure and manage recurring payments easily, setting up patients with a payment plan to automatically draw payments from the patient’s account. This provides an automated solution for these recurring payments to avoid keeping track manually.

Do Merchant Services include a Text-to-Pay option?

Yes, clients can send invoices and payment reminders to patients via text with just a few clicks.

Does Merchant Services offer 0% Credit Card Processing Fees (Surcharging) and how does it work?

Yes, there is an option for 0% Credit Card Processing Fees(Surcharging). This allows clients to pass credit card fees for eligible transactions onto the cardholder to cover processing costs. This can alleviate additional expenses the practice incurs from payment processing.

Am I protected from fraud as a merchant?

Consumers are well protected from online fraud by the zero-liability plans offered by their card issuers, but the merchant is not, according to United States law. A few fraudulent purchases or charge-backs on your merchant account can lead to increased bank fees and even the revocation of your account.

What tools do you have to help me manage fraud?

Automatically included with all Merchant Service accounts are basic fraud screening tools including AVS (address verification system), Visa's CVV2, Mastercard's CVC 2, and American Express' CID. These proven tools can filter out most online fraud, and are available to you at no extra cost. The ultimate fraud fighting device is our Card Present transactions combined with signature/receipts/check images capture and retrieval. This will help you significantly reduce fraud and the risk of charge-back.

What is EMV?

EMV stands for Europay, MasterCard, and Visa. It is a global standard for cards equipped with computer chips and the technology used to authenticate chip-card transactions. All of our credit card machines are enabled to read EMV chip credit cards, to help combat against counterfeit and fraud.

How secure is your system?

Security is our highest priority and proper precautions are taken at all times. All communication between your servers, PayConnectDentalXChange, the acquiring bank, and the issuing bank are encrypted end-to-end with 1024-bit RSA public/private key-pairs assuring server authenticity, and invulnerability to man-in-the-middle attacks.

Does PayConnect use SSL encryption?

Yes. Our system runs in Secure Mode using SSL (Secure Sockets Layer) to encrypt all communication data.

What is PCI Compliance?

PCI (Payment Card Industry) Compliance is a nationwide mandate across the industry requiring all merchants to become compliant with PCI Standards. As a merchant, you must do your due diligence regarding protecting your customers' credit card information. The PCI Compliance process ensures you employ security protocols and procedures to limit any exposure to credit card information.

How do I become PCI Compliant?

After signing up for PayConnect, you will be provided information on how to become compliant. Our trusted PCI vendor, Clover Security will activate your PCI Account. You will be required to register and complete the process, which consists of completing a questionnaire and possibly a network security scan to ensure there are no vulnerabilities within your network. We make it a priority to help you become PCI compliant and will answer any questions or concerns you may have.

Is PayConnect PCI Compliant?

PayConnect is fully level 1 PCI Compliant - the highest level of PCI privacy and security recognized by the Payment Card Industry Security Standards Council.

What is Attachments?

A product solution for attaching required documentation to dental claims.

Are the Attachments HIPAA-Compliant?

Yes, it meets all HIPAA compliance guidelines.

What Types of Documents Can Be Attached?

Types of attachable documents include x-rays, EOBs, perio charts, and narratives.

Who uses Attachments?

It’s designed for dental provider roles like office managers, dentists, RCM managers, and Dental Service Organizations.

Does it Integrate with my Practice Management Software?

Attachments is available directly through ClaimConnect and is designed to work alongside your practice management software.

Is there a limit on the number of attachments or file size?

Offices can include an unlimited number of attachments and there is no limit on file size.

Is Customer Support Available?

Yes, customer service and technical support are available for assistance.

Do I need a claim solution/service to use Attachments?

Yes, you will need ClaimConnect in order to use Attachments.

Does your platform send attachments to smaller insurance companies?

Yes, our product allows offices to send attachments to a large variety of different dental payers.

Does Attachments work on Mac iOS?

Attachment works on both Windows as well as Mac.

What file types are compatible with Attachments?

PNG, JPG, and TIF are file types that work with Attachments.

What is Claim Status?

Claim Status is a dental claim status solution that helps you track down the status of a claim via search.

Who uses Claim Status?

Our users range from Office Managers, Billing Specialists, and Dentists in individual practices to C-level executives and Revenue Cycle Managers in Dental Service Organizations (DSOs).

Is Claim Status HIPAA Compliant?

Yes, Claim Status adheres to all HIPAA regulatory requirements.

How does Claim Status save time for my staff?

Claim Status eliminates the need to log into multiple payer websites or make multiple calls to check claim statuses, allowing your staff to focus on other important tasks.

Is Claim Status secure?

Yes, Claim Status is fully secure and HIPAA-compliant.

How does Claim Status impact my practice’s revenue?

Claim Status helps accelerate payment collections, streamline workflows, and avoid duplicate claim submissions, positively affecting your practice’s cash flow.

What are the key benefits of Claim Status?

Among other things, it helps save staff time, reduces payer follow-up, and provides visibility into payments collected.

Is training required to use Claim Status?

Claim Status is user-friendly and designed for easy adoption, minimizing the need for extensive training.

How does Claim Status compare to other solutions?

While we offer many of the same capabilities, Claim Status is a direct line to your insurance payers and stands out for its focus on real-time, single-click claim status checks across multiple payers.

What is Credentialing for Providers?

Credentialing for Providers is a solution that simplifies the credentialing and re-credentialing process for dental providers, enabling them to apply to multiple payers simultaneously and track the progress of their applications in real time.

Is Credentialing for Providers secure and compliant?

Yes, Credentialing for Providers is fully HIPAA-compliant and employs advanced encryption, ensuring that all data and sensitive information are securely handled.

What makes Credentialing for Providers different from other credentialing options?

Credentialing for Providers offers a comprehensive, all-in-one platform that simplifies the entire credentialing process, from application to approval to re-credentialing, without the need for costly third-party agencies or complex integrations.

How does Credentialing for Providers handle re-credentialing?

The platform automatically alerts providers when it’s time to re-credential, storing all previous documents and answers for easy access and update, which streamlines the process.

Will I receive support if I have questions or issues with Credentialing for Providers?

Yes, Credentialing for Providers provides robust support, including a team of credentialing experts and comprehensive training material, to assist with any questions or issues.

How long does it take to set up an account?

Most practices can set up their account and start submitting applications within 30 minutes, thanks to the platform's user-friendly design.

Can your platform help reduce the likelihood of application errors or denials?

Yes, Credentialing for Providers boosts accuracy with guided form completion and automated checks, increasing the likelihood of approval and reducing the chances of errors or denials.

What services does DentalXChange's Dental Billing Services offer?

We offer comprehensive dental billing services including Payment Posting, Claim Submission, Claim Follow-Up, and Benefit Verification with Data Entry directly into your practice management software.

How do your Dental Billing Services streamline claim processing?

Our services handle pre-authorizations, primary and secondary claims electronically with necessary attachments for quick and efficient processing. We also resolve claim rejections and write narratives.

What is involved in the payment posting process?

Payment Posting includes daily posting of EFT and paper checks to patient ledgers, ensuring accuracy with all necessary adjustments and write-offs. This includes adding paper check payments as well as running balance reports.

How do you handle claim follow-ups?

Insurance claims are meticulously tracked and followed up on at 30, 60, and 90 days to ensure timely resolution and maximum insurance benefits for patients.

Can your services integrate with my current Practice Management Software?

Yes, our services are designed for direct integration into your Practice Management Software for seamless operation.

How do you ensure billing accuracy?

Our expertly trained staff, with over 17 years of experience in the dental industry, ensure the highest level of accuracy in all aspects of dental billing.

What are the benefits of outsourcing dental billing to DentalXChange?

Outsourcing reduces manual tasks, simplifies HR processes, enhances operational efficiency, and improves patient satisfaction through accurate billing and focused care.

How does DentalXChange's Dental Billing Services differ from Eligibility AI and EligibilityConnect?

Dental Billing Services is our most comprehensive and robust option, offering a full suite of services including Payment Posting, Claim Submission, Claim Follow-Up, and Benefit Verification with Data Entry. It's a complete, done-for-you solution that covers all aspects of dental billing. In contrast, Eligibility AI and EligibilityConnect focus specifically on benefit verification.

What is Eligibility AI?

Eligibility AI is an automated solution for verifying patient eligibility, integrating directly with your dental practice's schedule to pull patient coverage details from payer websites into a single dashboard.

Is Eligibility AI HIPAA-compliant?

Yes, Eligibility AI is fully HIPAA-compliant, ensuring the security and privacy of patient data.

Can Eligibility AI reduce claim rejections?

Yes, by providing accurate and up-to-date patient eligibility information, Eligibility AI can significantly reduce the rate of claim rejections.

How does Eligibility AI improve patient trust?

Eligibility AI enhances patient trust by providing immediate and transparent cost information, allowing for clearer communication about financial responsibilities.

Does Eligibility AI work with all insurance payers?

Eligibility AI is designed to gather information from a wide range of payer websites, offering comprehensive coverage details across various insurers.

Will Eligibility AI save time for my practice?

Yes, Eligibility AI automates the eligibility verification process, saving valuable time that your staff would otherwise spend on manual checks and phone calls.

How user-friendly is Eligibility AI?

Eligibility AI features an intuitive dashboard that is easy to navigate, making it user-friendly for your staff.

What kind of support is available for Eligibility AI users?

Eligibility AI provides customer support to assist with any questions or issues.

What is Eligibility?

Eligibility is a comprehensive solution from DentalXChange that provides instant access to eligibility and plan benefit information across 950+ in-network plans, streamlining the process of verifying patient coverage.

How does Eligibility simplify the eligibility verification process?

With Eligibility, you can instantly verify patient eligibility and plan benefits without the need to call insurance companies or rely on multiple sources. It integrates with practice management software, minimizing data entry and improving efficiency.

What information can I access with Eligibility?

Eligibility provides immediate confirmation of patient responsibility, detailed benefit breakdowns, deductible, co-insurance, limitations, and more, all through an easy-to-use dashboard.

How does Eligibility integrate with my practice management software?

Eligibility seamlessly integrates with your existing practice management software, allowing for minimal clicks and reduced data entry.

Is Eligibility secure and compliant?

Absolutely. Eligibility prioritizes security and compliance, adhering to HIPAA guidelines. It employs a safe, secure, and smart system to ensure the protection of sensitive patient information.

What are the key benefits of using Eligibility for my practice?

The key benefits include immediate eligibility verification, reduced need for manual calls to insurance companies, increased clean claims, improved patient experience, and streamlined integration with practice management software.

What is ERA?

Electronic Remittance Advice (ERA) is a standardized electronic document that a payer sends to providers to explain how medical claims were processed and paid. DentalXChange ERA solution acts as a single source for receiving and managing ERAs from your payers, eliminating the need to log into multiple payer portals.

Who can benefit from using ERA?

ERA is designed for dental provider roles such as Office Managers, Dentists, Billing Specialists, Practice Managers, Revenue Cycle Managers, and Dental Service Organizations.

How does ERA help improve my revenue cycle?

By automating your ERA workload, ERA accelerates the reconciliation of claims, reduces days in accounts receivable (AR), and enhances your revenue cycle management.

Is ERA HIPAA-compliant?

Yes, ERA is fully HIPAA-compliant, ensuring the privacy and security of your data at every step of the process.

How does ERA compare to other solutions?

While the specifics can vary, ERA is designed to offer a comprehensive set of features aimed at automating ERA workload and accelerating revenue cycle at an affordable price.

What kind of support can I expect during the transition to ERA?

We provide support during your transition to ensure that the implementation is smooth and that you can effectively use all the features that ERA offers.

What is Patient Statements?

Patient Statements is a billing delivery solution from DentalXChange designed to streamline the patient billing process by offering both digital and paper statement delivery options.

How does Patient Statements work?

Patient Statements let providers send patient statements in a secure web link via email. For those who prefer paper, Patient Statements can also print and mail statements for you.

Who uses Patient Statements?

Users include dental providers like Office Managers, Dentists, and Billing Specialists, as well as Dental Service Organizations (DSOs).

How can Patient Statements benefit my practice?

Patient Statements eliminates envelope stuffing, freeing up your staff to focus on patient care and other revenue-generating tasks.

Are Patient Statements HIPAA-compliant?

Yes, Patient Statements is fully HIPAA-compliant, ensuring the security of patient data.

What are the delivery options available with Patient Statements?

Patient Statements offers both electronic and paper statement delivery. You can choose between sending an email with a secure web link or having us handle the print and envelope mailing for you.

How does Patient Statements handle address verification?

Patient Statements automates address verification and normalizes to USPS standard.

What happens if an electronic statement is not opened?

If an emailed statement is not opened within seven days, Patient Statements will automatically send a paper statement to the patient.

What is Credentialing for Payers?

A solution that streamlines the entire process of credentialing and recredentialing from start to finish. Providers complete and submit applications within minutes and payers receive complete and ready-to-process applications they can approve within days.

How can Credentialing for Payers benefit payers in the credentialing process?

It provides payers with a platform that simplifies the exchange of credentialing information, reducing manual work, and increasing accuracy.

What kind of data management features does your platform offer?

Credentialing for Payers allows payers to manage and verify dental provider credentials more effectively, maintaining up-to-date records and ensuring compliance.

Can Credentialing for Payers help reduce administrative costs for payers?

By streamlining the credentialing process and reducing manual tasks, CredentialConnect can help payers lower administrative costs and improve operational efficiency letting payers refocus staff on network growth.

How does Credentialing for Payers impact our providers?

Credentialing for Payers allows providers to submit a complete application correctly the first time reducing back and forth and long processing times.

Why should we try Credentialing for Payers?

Payers receive clean submissions with all required forms and supporting documents attached enabling staff to approve applications within days and reducing back and forth with providers.

Does Credentialing for Payers help with the recredentialing process?

Yes, we reach out to the provider on the payer’s behalf via email, mail, and phone to let them know it’s time to recredential.

Does Credentialing for Payers offer Primary Support Verifications?

Yes, Primary Support Verifications can be configured to automatically run after application submission saving payer staff time and enabling faster approvals.

How secure is the data within Credentialing for Payers?

Credentialing for Payers abides by all industry security protocols and processes to provide our users with the safest credentialing experience possible.

What support does Credentialing for Payers offer to payers during the transition process?

Credentialing for Payers is a user-friendly product with a low learning curve, but payers can expect support that will be there to answer any questions that might arise.