Overview

Providing detailed information regarding an issue will help Procentive provide an accurate and efficient response. This article will provide some tips on what information is helpful to include in a ticket.

IMPORTANT: Do not include any Client PHI in your Support Requests or screenshots.

General Questions

Provide at least one specific example that includes:

1. Client Number
2. Date(s) of Service
3. Which module you are seeing this in.

Billing-Related Requests

Request New ERA's

1. Billing Name:
2. Billing Address: (9 digit zip code required)
3. TIN(s):
4. NPI(s):
5. PTAN (Medicare only): 
6. Name of staff who has the authority to sign applications
   • Name:
   • Title
   • Email address
   • Phone Number
   • Fax Number
7. Name of Payer(s) being requested (name and ID required)

Locate Missing ERA

1. Check/EFT Number
2. Check Date (must be over seven days ago)
3. Check Amount
4. Tax ID and NPI that was paid out on the remit

 Billing and Claim Questions

1. Client number
2. Date(s) of service
3. Invoice reference 
4. Module
5. Specific error message
6. Your question

 ERA Questions

1. Client number
2. Date(s) of service
3. Claim number
4. Specific denial message
5. Your question

Clinical-Related Requests

Restore a Form

1. Staff name
2. Form number and date
3. Client number
4. Follow these instructions to request a restore:  Unable to Save a Clinical Document

Clinical Documentation Questions

1. Client number
2. Form number
3. Form date
4. Module
5. Your question

Request Form Changes

1. Form Number
2. Follow these instructions on how to attach examples: Request Changes to Your Online Clinical Documents.  

Permission to Send Support Requests to Procentive

1. Staff name
2. Hire Date
3. Responsibilities (i.e. Biller, Clinician, Admin)
4. Was staff formerly trained by Procentive: Yes/No
5. Was staff trained by staff at your agency: Yes/No
   • If Yes, when and by whom?