FAQs

Is SolAce HIPAA compliant? Yes. SolAce can produce claim data in the ANSI 837 Professional and Institutional formats, and can process several other related transactions. The ANSI 837 file format is technically referred to as ASC X12N 837 (005010X222 & 005010X223). Full specifications can be found at the Washington Publishing Company's web site at www.wpc-edi.com.

Is SolAce compatible with our practice management system? Yes. SolAce integrates loosely with your existing practice management system, extending it to give you the control you need for today's complex insurance billing tasks. Our unique tool lets your staff and practice management system do what they are best at, and SolAce snaps in to bridge the HIPAA transactions gap. The single, critical requirement is that it must produce consistently formatted output files in either a print image (text file), CSV, or 837 ANSI format.

What happens after I order SolAce? We'll help you get started as you place your order by inquiring as to what payers you need to submit to. If you need enrollment for any of the payers we can point you to the correct forms and advise you while you fill them out. We recommend you obtain your Submitter ID's for direct recievers and register for our Preferred Clearinghouses prior to signing up. We provide the optimum way to submit your claims with our combination of "Direct Connections" plus clearinghouse features. Once sign up is complete, it takes approximately 24 hours for your account to be created and someone from the Support department to contact you to schedule your setup and training appointment. Typically, the setup and training appointments are full of information so we suggest the primary user be the one to work with our support team for these calls. The support team often uses a web meeting tool to give the user training - it's almost like having the support team right there with you. The enrollment and setup assistance is covered by what we call our Basic Support plan. There will be no extra support charges during your setup period.

How easy is it to setup SolAce?  Our support team makes the setup and training call a breeze for you.. The overall setup process that you can expect is outlined below.

• You will need to enroll with payers for Submitter IDs or with one of our preferred Clearinghouses for your commercial claims.
• The first part of our setup is remoting into your computer, installing the software, and working with you to set up your Connections and Providers/Organizations.
• Once set up is completed, you will either be trained on how to hand key in the information which is the direct data entry feature of the software, or import the claims created from your other software.
• If you will be using the import feature, you need to generate claims from your practice management system and import them into SolAce to test it out. The most difficult part is getting the print file mapped. This is a visual, drag-and-drop interface, and is part of the support our team offers. It is the most intuitive mapping interface we've seen out there.

Once training is complete, we have a user guide you can use for reference. This is one of the components that we provide for documentation and training purposes. On top of being easy to use, SolAce is supported by a dedicated team at 602-439-2525 or support@solace-emc.com

How much memory do I need to run SolAce? You will need at least 2GB or higher of memory because the operating system consumes a lot of memory. We recommend more than 2GB on all computers because memory is very inexpensive and gives you the most bang for your performance buck of any computer component. You should also have at least 2GB of free disk space for the software to install and for data storage of claims, transmit files, and configuration settings.

How do I print to a file? Almost every practice management system has a feature that allows you to send the printed claims to a file, because that is how you would submit to any clearinghouse in the marketplace. This is the ideal situation because you can set the destination file in your printing step. Most systems that have this feature will save the setting for you too, so you can just set it and forget it. We are unable to offer support for your other software however we are more than willing to work with you and the other vendor if necessary.

Is there an additional fee for the clearinghouse? If you purchased SolAce EMC there is no setup fee to add the commercial claims option. Our preferred clearinghouse partner is Availity. Their payer list includes access to around 1,100 payers at no extra charge. You do have to sign a user agreement with Availity that is separate from any agreements related to SolAce EMC™. If you choose to go with another clearinghouse that we support there may be payers on their list that are called non-participating, which means the payer accepts claims electronically but does not participate with clearinghouses for their revenue model. These payers are primarily the Medicare, Medicaid, and Blues plans that are often part of our "Direct Connection List" in SolAce that you can reach at no charge. We recommend using SolAce Electronic Medical Claims™ to send commercial claims to Availity, and your Medicare, Medicaid, and BCBS claims direct to those payers. It really is the best of both worlds!

How do I bill Medicare Secondary Payer claims? Our SolAce Support team hosts free training calls to teach your staff how to bill the secondary claims. Please send an email to support@solace-emc.com to schedule your secondary training appointment.

What platforms will SolAce run on? SolAce is available for Microsoft Windows(tm), Linux, Mac OS X(tm), and any other platform that supports Java(tm) 7 or higher. SolAce available for the following operating systems:

• Microsoft Windows 7 or higher
• Apple Mac OS X 10.6 or higher
• Any Linux or Unix distribution that supports Java 

How soon can I submit live claims with SolAce? If you have your Submitter ID, output file from your practice management system, claims and your provider NPI/EIN you could send claims in a matter of a few days. Typically, the commercial mailbox for Availity is the quickest because it only involves an online registration and a quick phone call. For direct connections, most payers have you enroll to get a submitter ID and require you submit a successful test batch. The payer will move you to production status within a few days of that transmission. Some of our direct links allow you to go directly to production, although we still advise sending a test to get familiar with their system and ensure your reports come back in a timely manner. It usually takes 2 weeks to get your submitter IDs which is why we advise enrollment is completed for at least one Payer prior to signing up. We strongly recommend reviewing all reports that come back from payers. These reports show up in your Inbox on the Message Center screen after a transmission. Some reports are fairly useless, and others are very important to review to ensure your claims are accepted by the payer's claims processing system.


The names of other companies, products and services are the property of their respective owners.