Frequently Asked Questions

Here are some of the questions we're often asked and their answers. If you can't see your question here, please don't hesitate to contact us.

Installing eClaims®:

Updates, Back Ups and Support:

Workshops and Training:

ECLIPSE

Relocating or Closing Down:

Clinical Package:

Miscellaneous eClaims® Questions:

Medicare Online:

 


 

Installing eClaims®:

How long will it take for eClaims® to be installed?

First you need to apply for a Medicare Site Certificate. Also, all the doctors who want to claim via Medicare Online must be registered with Online Claiming.

The Site Certificate takes 2-4 weeks to be processed and the doctors' registrations take three business days.
Upon receipt of your 10% deposit, we will book a time to install the eClaims® software. Installation takes approximately 30 minutes.*

The whole registration and installation process can take up to 5 weeks. So we suggest that prior to choosing a bulk bulling package, call Medicare and register for Medicare Online. For more information about Medicare Online, please visit www.medicareaustralia.gov.au or call Medicare on 1800 700 199, and press 1.

*Multiple licenses may differ

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What if I'm changing from different billing software?

You'll need to complete a Medicare Online Banking Form and fax this to Medicare so that they're aware you're changing your billing software. Upon receipt of your 10% deposit, we will book a time to install the eClaims® software. Installation takes approximately 30 minutes.*

*Multiple licenses may differ

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Can I install the eClaims® software myself?

Yes. ACSS will provide an installation guide via email or post. If you need help with the installation, please call the Help Desk on 1300 788 005 to talk to a certified technician.
 

Can eClaims® be installed on a laptop?

Yes. However the laptop must have suitable system requirements to run the software. If you are unsure, please contact us on 1300 788 005.

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Does eClaims® work on a Mac?

eClaims® works on a Mac as long as you have “virtualisation software” such as VMware or Parallels to run Windows. For more information about using Windows on a Mac, please go to www.apple.com.

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Is it easy to change from different billing software to eClaims®?

Yes, it's possible to convert from another billing package to eClaims®. However, please contact our sales department on 1300 788 005 to discuss what options are available.

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What operating systems support eClaims®?

Windows XP, 2000, 2003, Vista. If you are unsure, please contact us on 1300 788 005.

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Which internet connection works best with eClaims®?

Broadband ADSL2. eClaims® will still work with dial-up. However, when receiving updates it may be a bit slow.

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Can I upgrade my software edition e.g. from eClaims® GP to eClaims® Specialist?

Yes. Please complete an eClaims® purchase order form which will be supplied by our admin department on 1300 788 005. Upon receipt of the signed order form a certified technician will contact you and help you upgrade your software edition either by remote assistance or guidance over the phone. The upgrade should take no longer than 15 minutes.

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Updates, Back Ups and Support:

How is eClaims® updated? Will you post a CD or is it updated via the internet?

When an updated version of eClaims® has been released, your eClaims® will be updated automatically via the internet (provided you have a suitable internet connection). If your practice doesn't have an internet connection, an update CD will be posted to you and a certified technician will guide you over the phone on how to update your eClaims®.

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How often are the updates?

Software updates are normally released every few months. But if there are critical updates for important fixes, patches and revisions, these may be released at any time.

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Are MBS Fees updated automatically or do I have to update them myself?

MBS Fees are updated automatically prior to the date they’re due to take effect. For example, MBS Fees are scheduled to change on November 1 each year, so ACSS will release an update for the new MBS Fees a few weeks prior to November 1.

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Does eClaims® back up automatically or do I have to do it myself?

By default eClaims® will auto-back up when the first user of the day attempts to log in. eClaims® can also be manually backed up at any time. If you need help backing up eClaims®, please refer to the Help Manual in eClaims® or contact one of our helpful technicians on 1300 788 005.

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Do I need to purchase Annual Support?

Annual Support is essential and mandatory in order to transmit claims via Medicare Online. If support is not renewed, clients will have access to their data however the ability to transmit claims via Medicare Online will cease to operate. The reason for this is, ACSS has entered an agreement with Medicare Australia to ensure that our clients have the latest version of Medicare Online which includes ensuring that eClaims® complies with all of Medicare Australia’s requirements when it comes to transmitting claims to Medicare. Medicare Australia are constantly updating their rules and regulations and ACSS are obliged to ensure that eClaims® is up to date with all of Medicare’s requirements.

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Does Annual Support include general IT support? Is there a company you could recommend for IT support?

Annual Support does not include general IT support. Our technicians only support eClaims®-related problems. If you have an IT-related issue, we recommend you contact your IT consultants. If you don't have one, some IT companies we recommend are:

CCG Consulting, ISN Solutions,  and MD Connect.

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Do you only offer phone support?

No. If you have an eClaims®-related problem that can't be solved over the phone, we will come onsite and fix it (Sydney metropolitan area only). If you have paid for Annual Support you won't be charged for onsite support (unless the problem is found to be an issue not related to eClaims®).

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Workshops and Training:

How often are the workshops run? How do I register?

Our eClaims® training workshops held every 4-5 weeks at our Sydney office. They are usually held on Wednesdays or Tuesdays depending on the availability of the presenters.
Attendance is limited so we only allow a maximum of three people per doctor's practice. The invitations are sent via fax and we give priority to those who haven't attended a training workshop before.
We have three different training workshops depending on the level of experience/knowledge the practice has with eClaims®. The training workshops are as follows:

Basic to Intermediate Course:

This workshop is aimed at newly installed sites and employees who are new to eClaims®.

  • Scheduler
  • Billing
  • Batching

Intermediate to Advanced Course:

This workshop is aimed at practice managers.

  • Workers compensation
  • Scheduler configuration
  • End of month
  • Patient management
  • Setting up security
  • General reports (including accounting reports)

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eClaims® Specialist Course

ACSS has redesigned its traditional "ECLIPSE Course" to "eClaims® Specialist Course". The new course covers new content as well as the ECLIPSE material previously covered. Learn how to submit electronic invoices to Health funds, use a central list to organise which patients need reports typed and then deliver those reports electronically back to the referring doctor.

  • What is ECLIPSE and How Does it Work?
  • ECLIPSE Billing
  • ECLIPSE Batching
  • ECLIPSE Payments
  • ECLIPSE Error Codes
  • Reports Centre (Dictation, Typing and Electronic Delivery of Patient Reports)

These training workshops are run at alternate sessions for example, if there was a Basic to Intermediate workshop held recently, the next workshop that will be held in 4-5 weeks is the Intermediate to Advanced then 4-5 weeks thereafter, the Specialist training workshop will be held etc. This means that there will not be another Basic to Intermediate workshop for the next 3-4 months unless otherwise changed by ACSS Staff.

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Are there training options for practices outside the Sydney metropolitan area?

Yes. Workshops are held throughout the year in Queensland, Western Australia and Victoria. Dates and locations will be announced on our website and the corresponding practices will be informed accordingly.

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Relocating or Closing Down:

What happens if I relocate my practice?

Please advise us of your new location and also contact Medicare who will guide you through the process of getting a new Site Certificate and updating your details in their system. For more information see www.medicareaustralia.gov.au or call Medicare on 1800 700 199, and press option 3.

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I'm closing my practice – what do you need to know?

Please advise us when you are closing down and also advise Medicare. If you've paid for Annual Support which is still valid, you'll be entitled to a pro-rata refund.

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Clinical Package:

Do you have any plans of developing a clinical package?

No, we have no future plans of creating a clinical package.

Will updates on clinical packages affect eClaims®?

In the past, some clinical package updates have caused issues with eClaims®’ online claiming settings. However, these issues can be resolved quickly and easily by our technical staff if they do arise.

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Miscellaneous eClaims® Questions:

Will the Card Reader be useful for me?

Card Readers will only be useful if you physically see the patient as the Medicare Card Reader is a swipe function that captures the Medicare Number and Expiry.

What information does the Card Reader capture about the patient?

The Card Reader captures only the Medicare Number and Expiry Date. If a card has multiple names, there is no way the Card Reader will know which patient is attending and what reference number the patient is.

How can I use eClaims® as Mobile Dr? Will I need to purchase another license? Can I use remote connection?

To use eClaims® as a Mobile Dr you will need to purchase another license whether it will be for a standalone system or to connect to an existing eClaims®. To connect to an existing system, a wireless broadband connection and remote access to the eClaims® Server is required.

Is it easy to re-install eClaims® software if I decide to upgrade my computer?

eClaims® can be easily re-installed if you decide to upgrade your computer. Please contact ACSS and a technician will assist you with the installation either by providing remote installation or guidance over the phone. We can also send an installation manual upon request.

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Medicare Online:

When I've submitted my Medicare Online paperwork, how long will it take before I receive a Site Certificate?

Medicare takes 2-4 weeks to process your Site Certificate. If you would like to check the progress of your Site Certificate, please call Medicare on 1800 700 199, and press 1.

How do I get my Medicare Rebate? Do I qualify for a Rebate?

You will need to complete an Online Claiming Practice Details Form and send it to Medicare. Once they receive your first successful transaction via Medicare Online, Medicare will send you a rebate of $750. Not all healthcare providers qualify for the Medicare Rebate. For more information, please visit www.medicareaustralia.gov.au or call Medicare on 1800 700 199.

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