[ Help Main ] > FAQ

General Questions

What are the minimum hardware/software requirements to use SynaMed?
You need to have Internet Explorer 6 build 2800 or later and Adobe Acrobat Reader 5.0 or later installed for the PC. We recommend using a Pentium III or better with at least 256MB of RAM for optimal experience.

Netscape Navigator and other browsers will be supported soon.

I have Acrobat 4.0 and Adobe Acrobat Reader 5.0 installed. How come I am not able to print anything?
Under certain configurations, you will have trouble printing. The best solution is to uninstall all copies of Acrobat, then reinstall any version of Acrobat that is 5.0 or greater.

How come I get a "page cannot be displayed" message when I use the browser's back button?
We intentionally disabled the back button of the browser because of security concerns. Even if you are able to get back to the previous page, data might not save correctly. Please do not use the back button under any circumstances while you are logged onto SynaMed.

Why do I sometimes get the "page cannot be displayed" message, even if I don't press the back button?

You are most likely using I.E. 5 on a Windows based machine. Upgrading to the latest I.E. 6+ version should fix this problem.

Internet Explorer 6 is acting funny. Some pages load incorrectly, etc. What is the problem?
The problems can range from a bad install to a full cache folder. What you can try first is to clear the cache from Tools/Internet Options from the file menu. If this does not solve the problem, you may need to contact your network administrator or technical support staff.

Please refrain yourself from using the back button.

I just completed a Windows XP SP2 upgrade on my computer and I keep seeing a "nonsecure warning".  What is the problem?

If you see nonsecure warning after Windows XP SP2 upgrade, please do the following: open a web browser, find the taskbar at top of the screen and click on tools -> internet options -> security (in the tabs at the top) -> custom level-> on the list, look for the heading display mixed content, and click enable instead of prompt so the warning will not show up anymore.

How do I check the cpu speed and amount of RAM on my computer?

In the lower left hand corner of your screen click start>control panel>system.  Click on the tab that says “general” and in that section you will find the cpu speed and the amount of RAM.

What are your support hours?
Our general hours of operation is Monday through Friday, 9AM to 5PM EST. If you would like to ask a question, please call us toll free at 866-SynaMed. If want a response that is not urgent, you can also reach us by e-mail at
support@synamed.com any time. If you are a SynaMed user, you may also message "support" as well.

Specific Questions


**Calendar and Appointments-

There are multiple physicians in my practice, how can I view all of their calendars in my Calendar view? 

First, each physician must give permission to all who need to view his/her schedule. This can be done by going to customize à maintain staff on the Group Staff list, highlight the user IDs and then click the left arrow. This action brings these users to the My Staff list. Highlight each user ID, and click on set permissions. In the staff permission’s page, select the following checkboxes:

Now, each user then signs into their own account: calendar à calendar preferences. Then, in this view, the user checks the physicians in physician calendars, clicks on save and return to calendar. Now the user is able to view and make appointments on all of the physician schedules on one calendar view.


Can you explain how the scheduling template module works?

- It allows you to mark off blocks of time on a per-provider basis and change the background color of the calendar for those blocks. ***Please note that these are not considered actual appointments like block time is.

- It also allows you to make the scheduling template for a specific purpose. The purpose/name is required, which basically signals to the front office what kind of appointments should be made within that block of time. You can also designate a specific carrier, a specific facility, whether it should only be for new patients (a new patient in this case means one that does not have any office notes on file), and a target duration for appointments during this template. if you select any of these options, it will warn you if you try to create an appointment that does not fit these criteria, which you can override if you wish.  ***Please note that block time appointments are not subject to the schedule template criteria.

- When you make or edit a scheduling template to overlap 1 or more already-existing scheduling templates, before saving it, it checks and warns you of what templates it would overlap, and you have the option of seeing when each template would be overlapped. You can then choose to edit the template so it doesn't overlap, or you can override it and have the templates overlap. For periods where templates overlap, the one that starts first takes visual precedence, and the user is made aware of this. The rest of the second template will be visible immediately after the overlapping portion. Both templates are enforced in this scenario.

-These templates cannot be deleted, but you can edit them down by clicking on scheduling template legend in the upper right-hand corner of the calendar, click the name of the template within the legend, and then make changes in the template form.

How can I check the last appointment time for a specific patient?

First go to Patient à Patient Search, find the patient and go to patient menu. Once in the patient menu, on the column for Medical Functions, select Profile summary. In the profile summary page, you will notice a gray navigator bar as such:


General Information



Medication History



Letter History

View All


Click on Appointments, and you will see a table with information on all the appointments that this patient has ever made.

In the make appointment window, how do you add new appointment reason codes and room codes to make it viewable for multiple physicians?

Drop down menu sharing: customize: custom dropdown, find dropdown name, and then share with group.

On the calendar, is there a way to make a comment on the blocked out time, i.e “lunch” instead of “blocked out time”?

You can add any comments in the notes section of the block out time window.

 If you schedule a patient by accident on another date or time and you go back in and change the status to operator error, is there a way to get rid of that on the calendar?

No, it will stay in the calendar.  If you don’t want it to show, change it to cancelled (doctor) and change your  calendar preferences to not show cancelled appointments. 

 How come the time increment on my calendar is not the same as that I set in the calendar preference?

That is probably because you have scheduled a patient either not on the increment or you have scheduled an appointment that exceeded the increment. The calendar reverts to an increment that shows the lowest common denominator. 

How do I get cancelled appointments off the calendar?

Go into “Calendar Preferences” and change your “Show cancelled appointment” preference to “No”.

How do I get rid of the Tasks on the bottom left corner of the daily calendar view?

 Click on the “X” to delete from your task list or click on the check mark to complete it.

Is there an archive calendar? If so, what is the format?

Yes, you can also archive your calendar and this is done in a text file.

What exactly is considered the "home page" in SynaMed, meaning the page that is central to the program from which navigation in any direction is possible in the program?  Can the user set a home page?

At the top of every page in SynaMed, you will find a deep blue system navigator bar, this navigator bar is central to the program. With it, you can go to anywhere in the system no matter where you were previously. An example: I’m in a patient’s note, and I need to find out how many patients I am charging for a particular CPT code.  I can look it up on my fee schedule by going to the system navigator bar: misc>customize>fee schedule. And after I am done checking my fee schedule, I can return to my working note by going to misc>current note.

You can consider the My Panorama>My Default as your SynaMed home page, in that it lets you see your important daily tasks at a glance. You can also customize your panorama view.

Which panorama views are customizable?

All the panoramas are customizable.


**Patient Issues-

How do you delete patients from SynaMed?

There is no delete function.

Question on the patient portal: it is assumed that a patient has a single unique userID and password.  Is this correct?

No, they would have one per SynaMed practice group under which they are a patient. Note however that we are planning a master account for the patient in which the patient can review and merge their medical records from all relevant SynaMed practice groups. 

What if a patient is seeing 2 or more doctors not in the same group who were using the SynaMed system?  When the patient goes on the portal, how is it determined which doctor's customized templates come up, and to which doctor the information will be 'submitted'?

It is determined by which doctor[s] saw and will see the patient within the practice group.

 Can lists of patients be pulled up based on diagnosis code (i.e. diabetes, asthma, etc.)?


Is there a way to easily/directly download patient demographics from SynaMed and into his outlook contact page?

We plan on having outlook synching in a few months.  Until then, I would recommend running a report, saving to excel, and converting from there. 

Is there a way to access the patient demographics page without leaving the calendar?

Yes, there is a link to patient demographics in each appointment on the calendar.

How to use:

1- Find an appointment with the patient you are looking to see info of;

2- Click on "Patient Demographics" in that appointment box, or

3- Using dragon just say the patient's name, followed by "Demographics (example, say: "John Public Demographics")

The link for this pop up may move to another part of the calendar.

How can I upload an image of a patient’s test result (eg: EKG, X-Ray) onto SynaMed and associate it with the patient?

First, using a scanner, scan the test result into the local computer and save it as a JPG, GIF, TIF, or PNG-formatted image. Then, using any of the paths listed below, go to the image upload page.

 Patient Search à Patient Search Results à Patient Menu à Images

Patient Search à Patient Search Results à Patient Menu à Conducting a New Office Visit à Lab & Procedures à Images

Patient Search à Patient Search Results à Patient Menu à Review Proceduresà Procedure à Images

Type in the description of the image. Click on the Browse button and find the file on the local computer. When ready to upload, click Upload. The user can delete the image if he/she made an error as long as the image has not yet been saved as part of a completed note.

Can I download a selected patient in archive data?

No, right now you can only download all your patients via the “Archive Data” feature. 

 How can we add a contact person for the patients (and their info, i.e. name, relationship to patient, etc)?

We do not have this yet.  It will be part of the next of kin field we will add soon. 

Is it possible to add referring doc to physician’s profile?

You cannot add it to the doctor’s profile but you can add it to the patient’s demographic info.


**Hardware and Image Loading-

What is my image upload quota?

There is no image upload quota.

Is there a view control in the view lab result image to control the resolution / size of the image?

There will be a zoom in/out function soon.

When I scan insurance cards at 200dpi and then upload it as a jpeg it’s illegible.  How can I fix this?

You should scan in at 72 dpi (which is standard web resolution) and crop the image to the standard card size of 300 pixels by 180 pixels so it won't have to resize in the browser.

Do you save scanned documents as a gif or pdf file?

It depends on where you’re uploading them from.  Doc repository supports just about every type of file.  Images in the patient note just supports image formats like gif, tif, jpeg, etc.

Is it possible to scan x-rays on x-ray film? (Do you need a special scanner?)

As long as the x-rays can physically fit in the scanner, a regular scanner should work. If they cannot fit, maybe a bigger scanner (with more scan area than just letter size) is needed.

How can I route an incoming fax to a doctor so that he sees it? (like the image section of the doc, forget me not)

You can associate it with his user from document repository (and soon document manager) and he can check his incoming faxes.  To do this go to document repository where you can edit document properties and associate a user. 

Do you have to save and fax?

No, because outgoing faxes are automatically saved in the system.

Who teaches us how to scan the pictures of the insurance cards into the computers?

Resellers, such as Altient, should teach you how to scan everything in.


**Edit, Customize, and Backing Up Work-

How can I add additional items to a list?
You can add additional items to the list by scrolling to the bottom of a dropdown list and click on "edit..." Be aware that the additions are on a per doctor basis.

I have added new elements to dropdown menus in my account, how come other members in my group cannot see the same changes?

That is probably because the user has not shared the customized dropdown menus with his/her group. To share one’s dropdown menus, go to miscàcustomizeà customize dropdown menu. Here, one can view all the dropdowns in the user repository and the dropdowns in the   system / group repository. Select the name of the dropdowns from the user repository, and push it to system by clicking on share. One can find the name of the dropdown during the customization process: upon clicking the Edit … option on a dropdown menu, a customize window will appear. The name of the dropdown is shown on the top left corner of the window.

How can I back up my work onto a local computer?

We have a patented feature called “Archive Data,” which allows you to download your patient records, billing records, and calendar to your own hard drive, laptop, and PDA. Go to Administration à Archive Data, from here, click on the files you wish to download, and they will be saved as zip files.

I am having trouble accessing the archive data page.  The page loads very slowly and then begins to stall.  What should I do?

Your archive data page may be stalling because you have large files in your completed archive list (i.e. over 1MB of data). We suggest that you do backups of no more than 2 days at a time at the end of every day.  Then download the files and save them on your computer or on a cd-rom, and then delete the files off your complete archive list after you are done.  


**Group Organization (doctors)-

How do you share notes between doctors in a practice?

To share notes, the doctors must add each other to their staff under Maintain Staff.  You can also do this for them under your log-in through Administration àMaintain Multiple Roles.  Only completed notes will be shared.

Is there a way for one doctor to view another doctor’s note without printing it out?

Yes this is possible if the doctors give each other permission to view each other’s notes.  To do this, each doctor must go to misc-->customize, then maintain staff.  Then select the doctor (whose notes they want to view) from group staff and click the arrow button to move them to my staff.  Then click on their name in my staff and then click set permissions.  In the subsequent checklist, go to the bullet point next to view patient, then go down that list until you see view office visit, and check the box next to it. 

What happens to all the physician's notes once he/she is no longer working for my practice group?
All notes are retained in the database. Staff members that have permissions to view his/her notes will still be able to access his notes.


**Group Organization (staff)-

Can SynaMed keep track of all the log-ins of all the members?

View audit trail in administration.  It will show you who logged in and what time.

Should I replace my punch cards with audit trail?

We do not recommend replacing punch cards with audit trail because sometimes people don’t sign out, they just close the browser.

 For assigning task to a group of people, how do you make a group?

Go to MiscàCustomize. Under the heading users click on manage user groups.  Type in the name of the new group and click add new group.  Then click on the names in non-member list (who you want to add to the group) and click on the arrow to move them to the member list.

If using a tablet PC and has several examination rooms, is it possible to use the task list to inform nurse and MA of what to do?

Yes, just assign a task to your assistant or nurse, and they will see it dynamically on their screen in their task list.

Is there a way to restrict my staff members’ access to SynaMed only on the computers at work?

Yes, you may restrict your staff’s access to certain IP addresses. In Misc à Administration à Maintain User, select the users, and click Update. In IP Address granted access text field of the Update User window, enter in the IP addresses of computers where the user can access the application.

What is the use of the information in the user profile (i.e. medical school, etc)?

Most of the information here is used for billing, prescribing, and creating the header for the printed office note.  Medical school is not currently used for anything, but may be used to help verify credentials in the future.

**Office Notes-

What does Tag Type ICD9 do?

In the dropdowns used in the office note, it scrubs the dropdown selections to make the tagged icd9 codes of the selected elements into a suggested diagnosis in the problem list page, and in the dropdowns used in procedure templates, it scrubs the dropdowns to make the tagged selected icd9 codes into pre-selected diagnoses for approval in the superbill.

Can an unfinished office visit be closed out and sent to the physician’s inbox for completion?


Would like to customize query view: can I design HPI, ROS, PMH, PE, etc.?


What does the global note settings do?

The purpose of the Global Note Setting is to help the user quickly complete the patient's office note. Once you have selected a setting from the "Global Setting" drop down menu, the templates and elements that correspond to the setting you selected, will appear in the appropriate section of your office note. This is a useful function for specialists, as well as for physicians who see patients with similar problems.  

Is it possible to select multiple HPI templates in the subjective section?

Yes it is possible to select multiple HPI templates in one office note. That can be achieved by first clicking on suggest templates. In this window, the user can select multiple components in the suggested list by pressing down on the Ctrl key and left click on the desired templates. Once all templates are selected, click on add. This action brings down the highlighted templates to the lower portion of the window. Next to each template is a number dropdown menu, which allows user to assign the order of the templates to be listed.

If the user wishes to add templates that are not on the suggested list, one can search for the desired template, and once they appear, one can highlight them and add to the list.

For decision support, why is the health maintenance not showing up?

Go to PMH, and scroll down to add HM.

Is it possible to have a pre-populated list of reactions to allergies?

Yes, you can customize the drop-down list of reactions.

What’s the difference between “allergies” and “system allergies”? 

System allergies are common allergies.  It just helps you add allergies a little quicker.

How do I include latex allergy in the office note?

For now, there is a template in the PMH section for latex allergy, as well as all other non-medicinal allergies.  We will work on developing a free-text feature in the allergy’s section as well for non-medicinal allergies.

Can I take off some fields from the vitals section?

Yes, this section can be customized in user profile.

How can patients sign registration forms?

They can sign the forms by using template/form drawings: scan in the document and you can draw/sign over it.

How do you store a patient-signed HIPAA form in the system as fast as possible?

Go to P/E drawings: create new form/drawing, append picture, fill out all the forms, and click save.  Right now we are working on the patient portal so that the patient can view the HIPAA form at home, and sign it either electronically or digitally.  Then the office can append the file to the patient.

I have forms requesting for procedures sent in from hospitals, can I fill it out electronically, and then fax it back to the hospital?

The only way to do it right now is through P/E drawings.  Unless you get it in the incoming fax, print it, then rescan and fax it out.

Can I get lab results faxed directly to the patient’s office note from hospital labs?

Lab results can’t be faxed directly to the patient’s office note so the alternative is to add the lab results to the patient’s office note manually.  The steps for this process are as follows: when the hospital faxes a document to you it will enter the system, and you will get an alert that you got a fax.  When this happens go to document repository and open the fax.  Then save it onto your computer and re-upload it by going to clinical images in the patient main menu.  When you open an office note for the patient, go to labs and procedures and attach the image. 

When I click on “Add Procedure Result”, all I see is an empty box.  How do I add a procedure to my note?

 You must first do a procedure.  Go to the patient navigation and under “Procedures”, click on “New Procedure”.  Select the procedure you’d like to complete for this patient, then click on “Select”.  Fill out the procedure form then click on “Save” once you are done.  Go back to the note that you were working on, then go back to “Labs & Procedures”.  Click on “Add Procedure Result”, and you’ll now see the procedure that you just created in the box.  Click on it so that procedure is highlighted, then click on “Add Procedure Result”. 

Is there a way for me to turn off suggest diagnosis in the problems section?

Yes, just un-check the “Automatically Suggest Diagnosis” checkbox.

Can I print out a list of active meds for the patient?

You can just print that part of the note.

When prescribing drugs: if patient has liver disease, and Tylenol is prescribed will any warnings appear?

Yes, there will be a warning.  However, Tylenol and barbiturates might not give warnings.  Click on liver conditions on top of the medication tab, and when trying to prescribe Tylenol a warning will appear.

Where can I find the formulary (for medications)?

To access the formulary either click on the name of the medicine on the medication list of the patient (in the medication section of the office note) or when you create a Rx for a patient click on check formulary at the bottom of the page.  The following will appear on your screen:


Formulary Check

Formulary: this will tell you the formulary of the insurance plan

Drug: Vioxx

Status: information on whether or not the drug is supported: ie: generic is preferred,  drug is supported but non preferred, etc

Supported Versions: either the brand name or the generic

Dosage information, etc.

What kind of information will the check formulary show?

It shows whether a given medication is supported by the patient's insurance's formulary or not.  

What information is required for check formulary? (besides patient's insurance information)

As long as that insurance is linked to a formulary in the system, that is all that's needed currently. 

Does this go through a clearinghouse or does SynaMed maintain its network of insurances for check formulary?

Currently we maintain our network of insurances for check formulary although we are in talks to link up to a formulary clearinghouse as well. 

For eRx: how can the pharmacy authenticate e-prescriptions? How do they know that these prescriptions come from physicians without their actual signature?

The doctor has to click the submit button which is protected by password, and if someone does it on behalf of the doctor (if he delegates permission), the name of that person is sent to the pharmacist as well.

Is it possible to fit multiple medications in 1 prescription?

Currently, only one medication is allowed per quarter page. 

Do you know any vendors who sell special papers (i.e. perforated sheets), so that you can print 4 prescriptions to one page and then tear off individual prescriptions?

Do Google search: prescription paper.

 What’s the difference between “Order In-House Lab Test” and “Order Outside Lab Test”?

 If you are not set up with outside lab connectivity yet, all lab tests should be ordered using the “Order In-House Lab Test” function.  You can edit that menu to include your favorite lab tests using the Edit… function.

Can I write referral letters and consultation letters in this application?

Yes, SynaMed allows users to draft various kinds of letters by clicking on Custom Printout in the Plan section of the office note.

Can we fax a letter to the referring doctor directly? 

Yes you can through outgoing fax.

Is there a function where I can print envelopes?

The system is currently designed for window-envelopes, which we recommend. Printing in SynaMed is optimized for envelopes with windows (little plastic ones to see the recipient name/address), not for printing envelopes separately. 

Can you change the header on print out notes?

The content of the header can be changed, and you can also add your own logo to the office note printouts.  To add a logo, go to misc->administration->maintain group logo, and upload the image.  To change the header, go to misc->administration->group settings, and fill in the address information.

Can I have a library of plans of treatment for a particular diagnosis, and choose from the list which I will prescribe?

Go to decision support, and select a diagnosis from the menu on the left.  On the top right frame, you will notice a text field called new decision where you can enter in plans of treatment.  You can enter in multiple plans of treatment, and these will be made available for all patients with the same diagnosis.  Next time, you can just select from the list which plans to prescribe and which not to.  You can also cut and paste your library of plans in here, but please make sure that you don’t have paragraph breaks in them.

When scheduling a RTC, the patient often calls back with a desired date, how can he make sure that the patient has called to make the appointment?

Use RTC in office note, make a task that is addressed when the patient calls back.

Do you have a prescription writing feature to allow for “nonmedicine” prescriptions such as tests, labs, etc.?

 Yes, we currently support this. In the Plan section of note, under "Test & Procedure To Be Scheduled", when you order an in-house or external procedure/test, there is a print button that appears next to it for printing the associated prescription.


How do I register with McKesson? How long does it take for me to get fully set up for EDI billing?

SynaMed registers all clients with McKesson. Then the clients complete Medicare, Medicaid and BC/BS McKesson agreements and are submitted to McKesson for processing. The whole process takes between 2-4 weeks.  McKesson is completely HIPAA compliant.

What are the McKesson transmission reports?

These are 3 primary kinds of reports. 1. Claims Acknowledgement which simply acknowledges that McKesson received them. 2. Exclusion reports that indicate which claims where accepted and which were rejected and why. 3. Claims reports which come back form the carrier and report reception and rejection reasons at the carrier level. 

How do I get set up for the billing service, what material and information do I need to have?

For the billing training, you’ll need to have:

1. Group owners; login, paswrd and grpphrase

2. A list of the doctor’s top 10 insurances with the addresses and phone numbers of the insurances

3. Standard fee schedule

4. List of facilities where patients are seen with complete addresses

5. Insurance ID numbers per doctor

6. Copy of their current encounter form/superbill

7. All Medicare IDs, group individual and UPIN, Medicaid IDs. Tax ID number(s)

How do you add copay to each patient?

Select a patient, go to patient menu, charges, and select post unapplied/copay.

How do I track the copay amounts paid using the system?

Use our “Copay Report”, which can be found under “Charges” in the main navigation bar.

I was told that an account shows money in unapplied but when you go to post that money via payment posting it says $0 available. Why?

Your problem is most likely because the doctor who was credited with the copay and the doctor you are trying to post the money to are different. The system does not allow for cross over payments between doctors via unapplied.  At the far right of your patient ledger you should have a column called PAYEE, this will let you know who got credited with the unapplied payment.

How do I print receipt or superbill for patient?

Receipt is printed via the patient ledger and a superbill is printed from either the patient superbill basket or the calendar drop down.

How do you print patient walkout receipt?

Go to patient letter highlight the charge or payments that are to be on the receipt, click letter/mass mailing, choose patient walkout receipt,   choose items to be in the receipt at the bottom of the page and print.

Is there a way to archive billing information?

It gets automatically archived to an excel file when a batch gets closed.  There is a  billing archive report that you can run which saves most of the billing data per account, this can then be saved on an excel file and exported to Microsoft Excel for future review.

How do you customize encounter forms?

       Go to Misc (dark Blue) scroll down to customize, click on it. on the new page named Custom Settings, under the Clinical Templates, scroll down to Customize Encounter Form and click on the word. If you have an encounter form, already created in the system, you would choose the encounter form that you want to customize from the "favorite encounter Forms" box and click on it. then you will be able to view that encounter form and you will be able to enter the CPT or ICD9 desired, by click "add CPT Header" (to add a Header or "add CPT"). When you click on "Add CPT header" a window will pop up that will allow you to enter a name for that header. Enter the name desired and click on "OK". To enter CPTs, click  on "ADD CPTs" and that will bring a popup window that has a box with Search to its right. Enter the cpt # in question, click Search to its right and the results will appear at the bottom of that search button. In that box you can highlight the desired CPTs and click on the blue arrow under the first box. Once you are done, you may click on "close/Add button". Then you will be brought back to the window that has your encounter form, with the new CPT previously added. You do the same procedure for ICD9s. Once you have entered all the CPTS and ICD9s desired, you may click on "Save" at the bottom of the screen or you may click on "Save as new Encounter form" if you want to rename it an make it into a new and different encounter form than the one you started with.  If you save it as a new encounter form, you will have the old one that you started with and the new one that you just created. So you will not erase or delete the old one that you started with.  

Now if you don’t already have an encounter form in the system and you are starting from scratch, you would go to MISC, scroll down to Customize, click on it. On the new screen, click on "New Encounter Form", and follow the same procedure as before to enter the headers, CPTS and ICD9s,  and finally click on "save as new encounter form", Name the encounter form and OK. Once you do this you are done and you may go to any other window and continue doing whatever else.   

Does the system keep track of billings that haven’t gone out?

Everything that has not been billed and the CPTs and ICD9s that were entered for charge will remain in the pre-billing report.   

How are secondary insurances billed?

They are billed once payment from the primary has been posted and the balance has been transferred to the secondary insurance. You have to print out the paper claim by highlighting the charge in the Pt ledger, and clicking on "Claim Form" button. This will bring an Adobe page that will allow you to view  the claim before printing it. Print the form, and make a copy of the EOB from the primary insurance and mail it to the secondary.  Please keep in mind that the secondary will deny the claim if they don't receive a copy of the EOB from the primary insurance. Also, in box 29 of the HCFA 1500 form, please white-out the amount paid, otherwise the insurance will view it has if the patient already paid the doctor and they will send the payment to the patient not the doctor.

When I print a claim form, the top half of the form looks correct but the bottom half is incorrect (the cpt codes are slightly off the lines).  How do I fix that?

For those with adobe 5.0: When you click print, and the print setup page comes up, make sure the boxes for shrink size and autorotate are unchecked. For those with adobe 6.0 (regular or managerial): When you click print, and the print setup page comes up, make sure the boxes for shrink size and autorotate are unchecked and in the dropdown for sizing click none.  You can also try going to miscàcustomize, and under billing settings, click on customize claim form printer preferences, and fill out the form.

Are the E&M codings based on 95 or 97 guidelines? 1995

How do you actually post the remittance?

All you have to do is click the post button.

What is the turn around time for electronically submitted claims?

Varies from carrier to carrier from 1 – 4 weeks average is 1.5 - 3 weeks.

How quickly do they get processed?

Again it depends on the carrier, Medicaid takes a while 1 month or more, most other carriers are from 1-3 weeks, sometimes faster.

Can I put multiple modifiers for each cpt? Certain procedures require more than one modifier. 

Yes, you can do this in charge entry when it is an actual charge, but not through the superbill yet.

Are there any restrictions to the kind of character and the length I use for a custom cpt code?

It has a maximum length of 15 characters, it should not contain any funky characters, especially spaces, commas, dashes, or colons, and it should not be a substring (part of) a real cpt code.

How does manual eligibility work?

The manual eligibility allows your front office staff to contact the insurances.  

Electronic Eligibility Inquiry replaces the call made to the insurance companies with a click of a button. You will receive an electronic response 1-5 seconds later telling you whether the patient’s coverage is active or terminated. This service is $50/month.

With plain Eligibility, your front office still has to contact the insurance company either via phone or online, eligibility is just a place where s/he can record the patient’s coverage information, a data storage place. So, with plain eligibility, SynaMed does not connect with the insurance companies, and there is not extra charge for this feature.

Can you bill out as a batch? Yes 

Can you explain batch eligibility?

Go to calendar (in the dark blue taskbar at the top of the screen) -> batch eligibility

Use the filter to automatically find the patients (e.g. "patients who have appointment on Friday for dr. x") or add manually.

Once the patients are selected, choose which insurance you want to check eligibility on using the dropdowns... when you are done... press check eligibility.

Note that this only works with real patients and only if the provider signed up with eligibility with Mckesson.

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