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Trading Partners

Frequently Asked Questions/Troubleshooting

We have provided the answers to many of the common support questions that we get. When possible, we have included tips to avoid encountering some of these problems.

  1. What should I do if my login is suspended?

  2. What should I do when I need to set up a new provider under my NPI number?

  3. How do I know if you received my claims file?

  4. How long should I wait for the 997 or Claims Confirmation Report to be delivered to my mailbox?

  5. How long do NPI numbers stay on the security file?

 

  1. What should I do if my login is suspended?

    Answer:  Please contact the EMS Help Desk at 1-800-472-6481 option 1 to request that suspension be lifted.   This request can only be made by those listed      as contacts for the trading partner making the request.

    Password Criteria:

    •      Must be eight (8) characters in length, no longer or shorter
    •      Must include both alpha and numeric characters
    •      Can’t be reused for at least six (6) generations
    •      Must be changed every 60 days

Special characters may be used in your password but are not required. If you choose to use special characters in your password, the following is a list of valid characters to use.

* : “ ; \ @ # $ % ^ & ( ) _ - + = { } [ ] | ‘ < > , . ? / `

We encourage you to make your passwords as strong as possible.

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  1. What should I do when I need to set up a new provider under my trading partner number?

    Answer: Provider numbers must be added to our security file before you can begin submitting claims.

    Providers should complete the EDI Change Form to request that a number be added.
    Please fax completed form to 785-290-0720, or you may submit by using the e-form. A confirmation letter will be faxed once the request has been processed.  This usually takes 3-5 business days.


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  2. How do I know if you received my claims file?

    Answer: Reports generated by the EDI system are returned to the electronic mailbox of the user (trading partner) who submitted them.  It is the responsibility of the trading partner to review and take action on the reports.  Acknowledgements Manual

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  3. How long should I wait for the 997 or Claims Confirmation Report to be delivered to my mailbox?

    Answer: Reports will normally be returned within 2 - 4 hours after claims submission. The time frame for producing reports is dependent on the total volume of claims received and can fluctuate greatly. If reports are not in your mailbox within 4 hours of claim submission you may check the EDI Status line at 800-472-6481 Option 2.

    Note: Reports are only available for 30 days after transmission

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  4. How long do provider numbers stay on the security file?

    Answer
    :  In an effort to keep this file up to date, provider numbers with no activity for at least six months will be deleted from a trading partner number.  Once deleted from a trading partner number, the EDI Change Form must be completed to re-add this number.

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