FAQ

Turnaround times

What is your turnaround time?


Our turnaround time varies. It also depends on how quickly you need it done by. We split any verification requests (tickets) in two categories - 1. Emergency: If it's needed today or next business day 2. Non-emegency: Everything else. Our turn around time for emergency tickets is before and up to the patient's appointment time and for non-emergency tickets, it's latest 24 hours prior to the appointment.

NOTE: We recommend that you send us tickets 1-2 weeks in advance as best practice




If I have a patient in the chair, how quickly can I get the verification back?


That is an emergency ticket and while we can turnaround emergency tickets up to the patient's appointment time, our service level agreement states that we need at least 2 hours. This is because often we are on hold with insurances for 1.5 hours. We prioritize tickets based on appointment time so if you have a patient in the chair, that ticket will get to the front of the ticket queue. However, because of hold times, we cannot promise a return before 2 hours




How many urgent tickets can I send?


While we don't limit it, our service level agreement says that we cannot guarantee completing more than 2 emergency tickets/day. This is because if all clients sent a lot of emergency tickets, it would stress the system. So while there is no limit in how many you can send (and we will often do them all), we cannot promise more than 2/day




If a patient is in the chair, can I just get partial breakdown to get started


Yes. We recommend you request the ticket to be downgraded from detailed breakdown to basic on the Verrific portal. Because basic breakdowns do not rely on a live agent answering calls, we can often turn those around in 30 minutes.




What are your business hours?


Monday-Friday: 9am-7pm CST
Saturday: 9am-3pm CST
Sunday: Closed





Quality of verifications

What happens if there are errors on the breakdown?


Unfortunately this is still a human to human process and humans make mistakes. While we obtain a lot of information electronically, we still need to speak to a live agent. We have often found that there are significant discrepancies between the information we receive through software (APIs), insurance portals, and speaking to a live agent. While the Verrific team does it's best to unify this accurately, the system inherently is far from perfect. It is near impossible to guarantee 100% accuracy and we definitely hope that one day we will get there




How do you obtain the breakdown information?


A combination of methods that include:
-software API
-insurance portals
-fax backs -speaking to an agent





Customization

Do you allow customization of the breakdown forms?


Yes. We allow for a one for one replacement of one of the custom codes as well as caveat questions on the breakdown form. If you would like to 'add' a custom code or question after the one for one replacement has been exhaused, there would be a $0.25 charge per extra question/code




Do you support specialists?


Yes. Now that we have the ability to customize a form, you can design a form to the speciality you prefer




Is there any customization that you cannot provide?


On a case by case basis, we may determine that the custom code/question you are requesting is far too esoteric for our team to be able to get well trained on it across all insurances so we can provide the information accurately. We may decline the particular code or question in that case





Frequently asked questions

Turnaround times

What is your turnaround time?


Our turnaround time varies. It also depends on how quickly you need it done by. We split any verification requests (tickets) in two categories - 1. Emergency: If it's needed today or next business day 2. Non-emegency: Everything else. Our turn around time for emergency tickets is before and up to the patient's appointment time and for non-emergency tickets, it's latest 24 hours prior to the appointment.

NOTE: We recommend that you send us tickets 1-2 weeks in advance as best practice




If I have a patient in the chair, how quickly can I get the verification back?


That is an emergency ticket and while we can turnaround emergency tickets up to the patient's appointment time, our service level agreement states that we need at least 2 hours. This is because often we are on hold with insurances for 1.5 hours. We prioritize tickets based on appointment time so if you have a patient in the chair, that ticket will get to the front of the ticket queue. However, because of hold times, we cannot promise a return before 2 hours




How many urgent tickets can I send?


While we don't limit it, our service level agreement says that we cannot guarantee completing more than 2 emergency tickets/day. This is because if all clients sent a lot of emergency tickets, it would stress the system. So while there is no limit in how many you can send (and we will often do them all), we cannot promise more than 2/day




If a patient is in the chair, can I just get partial breakdown to get started


Yes. We recommend you request the ticket to be downgraded from detailed breakdown to basic on the Verrific portal. Because basic breakdowns do not rely on a live agent answering calls, we can often turn those around in 30 minutes.




What are your business hours?


Monday-Friday: 9am-7pm CST
Saturday: 9am-3pm CST
Sunday: Closed





Quality of verifications

What happens if there are errors on the breakdown?


Unfortunately this is still a human to human process and humans make mistakes. While we obtain a lot of information electronically, we still need to speak to a live agent. We have often found that there are significant discrepancies between the information we receive through software (APIs), insurance portals, and speaking to a live agent. While the Verrific team does it's best to unify this accurately, the system inherently is far from perfect. It is near impossible to guarantee 100% accuracy and we definitely hope that one day we will get there




How do you obtain the breakdown information?


A combination of methods that include:
-software API
-insurance portals
-fax backs -speaking to an agent





Customization

Do you allow customization of the breakdown forms?


Yes. We allow for a one for one replacement of one of the custom codes as well as caveat questions on the breakdown form. If you would like to 'add' a custom code or question after the one for one replacement has been exhaused, there would be a $0.25 charge per extra question/code




Do you support specialists?


Yes. Now that we have the ability to customize a form, you can design a form to the speciality you prefer




Is there any customization that you cannot provide?


On a case by case basis, we may determine that the custom code/question you are requesting is far too esoteric for our team to be able to get well trained on it across all insurances so we can provide the information accurately. We may decline the particular code or question in that case