I have increasing difficulty accessing any support on ACPM. It appears all requests are funneled to my implementation specialist (go live 4/15). This individual has not responded to emails for 3-5 days, and has not addressed questions when he did. Do other users have similar experiences? better? Is ACPM support provided by AC or MedFx personnel? Any advise on securing better support would be appreciated.
I am having the same issue. I think some of them are on vacation. I have not been paid by Medicare since I started, and a lot of other submissions have not gotten paid. Any one have any suggestions?
I also am unimpressed with the PM support. The implementation specialist (Meg) tries to respond, but usually takes too long. The techs sometimes muddle through problems but all in all I would rate this support as a C- at best.
I have similar support issue with ACPM. I contacted AC general support and was told that I should direct my ACPM questions to ACPM team. However I have not heard any response from ACPM team for more than 2 weeks despite my multiple emails and phone calls.
The critical issues I am experiencing are as follows:
1. ACPM apparently does not receive all ERA/EOB from clearing house ClaimRemedi. Therefor A/R management monitor function such as aging A/R report and Unpaid Claims are not very useful. ACPM recommends user to run this report periodically. We have not received any Harvard Pilgrim ERAs despite getting HP electronic deposit in bank. Therefore it is important to reconcile your ERA in ACPM with your check/bank payment received. 2. Unable to submit the claim which requires prior authorization number in HCFA 1500 box 23. It seems at this point we don't have good way to input the PA number. We have claims sitting there and wait to be submitted. 3. Unable to add referral number to the HCFA claim form. At this point, we are not able to submit the claims which require referral number.
I wonder anyone else has similar issue, anyway to work around?
I had a kickoff call scheduled 7/20 which never happened. I have made phone call and sent emails with no response. We need a clear indication if ACPM is going to continued or if it is being shelved.
O man, I hope AC responds to these comments. This is a not a good sign. Keep it simple with billing. Go with the tried and true, Medisoft, EZClaim, etc.
Well I got an email yesterday afternoon wondering if I would be free today at noon. I did not respond as it was somewhat ridiculous trying to schedule at their convenience with <24h notice. Today, I got an email wondering why I hadn't responded. No apologies for missing previous call etc. Hopefully it will go better in the future. Nate
Anyone dissatisfied should consider Medisoft as Sandeep indicated....and if you want to outsource, we can submit claims for as low as $1.59/claim...Or if you want a hosted Medisoft, we do offer a hosted Medisoft for 45 cents/claim...and we don't have a problem receiving ERA files, etc.
It seems that ACPM support is extremely poor. I signed up for it in end of April/early May. After the kickoff call Which happened about 2 weeks after signing up, we did not get much follow-up For almost 6 weeks. My initial going live date was July 1 and After several calls we figured out that our onboarding specialist was no longer working. We have been assigned a new specialist who is trying to be helpful. We had a rescheduled tentatively going live date of August 1st which again did not happen. Per new representative, there is some bug with appointment and demographic transfer to ACPM which they are working on.One of the reason to go with ACPM was ability to have network billing along with single database.
Just in case, if things do not go live in next couple of week I might just drop ACPM. I'm currently using medisoft single user advanced version for a solo Internal medicine practice. MediSoft network version is over 4 grand, is EZclaim s any better then medisoft? Feature wise, cost wise or user experience? Should I just stay with medisoft? Any suggestions will be very helpful. Thank you
My thought at this point after waiting months to go live is that ACPM is truly a train wreck. no response from my implementation specialist nor the IS manager.fortunately , I have not started paying my monthly fee the for the ACPM but I recall that I do have a one year contract. I will just stick with amazing charts for my patient records and go back to my old PM.
Have any of your offices canceled your contract or been hassled by amazing charts in any way regarding the contract?
When PM was installed, there was some demographic transfer problem that ultimately meant I could only use PM appointment scheduler, and NOT the AC scheduler. Well, I happen to like the AC scheduler better, so their fix was to completely disable the PM scheduler. I was told alternately that it was either a bug or that AC's plan is to get rid of the AC scheduler in favor of PM, but I could continue like this for now.
I mention the above only in case the issue might apply to you and if it does, you have heard the explanation I was given.
Right now, PM support is such that, in my opinion, if you are considering PM, I would suggest you delay it.
I need a PM product. It would be ideal to use the PM of AC since it should work well with my AC. However, after reading a few posts about support, I am scared to use it. Any advice???? does Medisoft connect well with AC???` .
I have decided to throw the towel in on ACPM. Now, I am trying to get the old AC capabilities back (such as the insurance demographic information and scheduling as well as check in capabilities) which is currently not working since I said no to them.
Of course today, at 9 AM none of their guardian angel services are available even through chat. What a disappointment.
We, too, have found the grass greener back with our old PM Medware so we are now painfully transitioning all claims and financials from ACPM back to Medware.
Francisco, I asked them about getting the AC capabilities (esp Insurance demographics) returned to the old way but they didn't know and they never got back to me. If you do get an answer please let me know how they go about turning off/removing the ACPM interface.
I am mainly worried about the Insurance information being wiped from every patient like it was when we initially got ACPM installed.
Has Anyone tried to do a ICD 10 test claim with ACPM? My implentation specialist say's I can and that it's capable, but I have yet to accomplish the task. It won't register the ICD 10 dx's codes on the PM.
Buck, I suggest you do like most of us and start looking elsewhere or go back to your previous PM. ACPM is not a pretty situation at this time. You have little time to switch or return to a previous PM software. If you continue down the ACPM road, I am afraid the ride will be more akin to "Mr Toad's Wild Ride."
I have used ICS software ltd for many years they are on top of the changing medical environment . I have no financial interest in the company just a satisfied provider
I would echo everyone's comments and frustrations. We have been trying to use ACPM since April. I chronicled our experience in the thread: "AC Practice Management -- initial experience." Regarding support I would say our experience has not been all negative. For example, this past week I had a technical issue and was able to get prompt help.
Regarding Raymond's post on 7/28: we have not had any problems with Harvard Pilgrim. We get their ERAs into PM just fine. We have had ongoing problem--still to be resolved--with Masshealth (Massachusetts Medicaid).
We too have been tempted to throw in the towel, but my feeling is that as long as AC/Primed is committed to PM's success, we'll hang in there and try to make it work. A fully functional ACPM would be a big improvement over our previous software (single-user Medisoft)--but we haven't given up our old licensing agreement.
It sure would be nice to hear from AC about PM. A company update to users addressing the problems and plans for the coming months would be very helpful. I get the sense that they have adopted a bunker mentality. In my experience, communication, honesty, and perhaps an apology works better when things aren't going well.
In the meantime, perhaps we can use the Boards as a helpful resource for those of us trying to make PM work.
We still have our old billing software that will let us use ICD-10 codes, but we have to do an upgrade. Our PM specialist, from ACPM say's they won't release the codes until Oct 1st. Which defeats the purpose of doing test claims. Now, we are deciding if we want to stay with our old PM or give ACPM a break and see if they can pull through for us.
Add me to the growing list of dissatisfied clients who have decided to not implement ACPM. My manager has been frustrated by the lack of communication from ACPM staff. Our supposedly live date was September 28, but we have only had one phone call from ACPM, and that is after literally calling them about 10 times. When we finally got a hold of somebody, we were told: "We need to set up a weekly phone call" Our answer: We did, you never called us and never returned our message. So we were told it would happen. Guess what happen the next time they were supposed to call us... Also, I am getting concerned about the horror stories I am reading in this forum. So, after the last unreturned phone call, I have decided to not go "live" with them. I will be asking for my money back, doubt I will get it. I am going to stick with our old PM for now, but will be looking at other options. I am very disappointed in AC.
On a side note, their marketing department is doing a great job spamming my inbox... I get a junk mail from AC almost on a daily basis. Maybe they should trade with the ACPM staff.
I understand your concerns about our Practice Management (ACPM) product. I have spoken to many of you personally. So here I?d like to answer some of your questions, give you the facts and help you make informed decisions.
Are we committed to the product? Absolutely. As you?ll see below, we have made and are making the right investments to fix the issues in the product and related services.
Below is a factual list of actions we are taking, and have taken, ACPM:
? Adding support staff ? the most frequent complaint I have gotten is the inability to get help on the phone. We originally had the philosophy of keeping your contact as the same Practice Implementation Manager who on-boarded you to ACPM. This practice has not worked, so we have added support staff- both for product/ usage questions as well as technical/ software issues. Unlike the past, these support techs are dedicated to ACPM and have gone through in-depth training. We are already seeing this change reduce turnaround time on incoming calls.
? Adding implementation staff ? In addition, we are adding more ACPM implementation specialists to help on-board new practices faster. Each practice gets a dedicated implementation specialist.
? Hired a dedicated trainer ? Training responsibility was previously spread among the staff. It is now consolidated with one trainer. We will add more trainers as demand dictates.
? Get you the software and training sooner in the implementation process- we previously waited to give you the software and training until just before go-live. We have changed this so it is much closer to the start of the process, giving you more tie to get and stay familiar with the workflows.
? Hired a dedicated ACPM Manager ? We are adding a dedicated manager with 15 years? experience managing on-boarding and enrollment teams at BCBS, clearinghouses and physician practice groups. He will improve our consistency and customer response.
? Automated the data migration process- previously this process was highly manual and time consuming for both your practices and for us. This process has been automated and streamlined.
? Implementing an improved practice portal so you can check the status of all claims and payer enrollments directly with the clearinghouse. Previously, this required that you go through us. This change is in the process of being implemented now.
? Making select changes to the ACPM product- based on user feedback. Short term, we have a list of customer feedback on bugs or needed enhancement that interfere with usage. In addition, we would like to streamline some of the workflows around the payments and posting processes. Longer term, we will be looking at a more significant redesign of some user interface components as well as the payments module, patient summaries and more robust reporting options.
As you can see, these changes are in the ACPM product itself, but more importantly in the support, on-boarding and other services around the product. Based on your feedback, this will be our focus for the immediate future.
As always, we appreciate your input and welcome your comments to the ACPM team. If anyone wants to discuss this topic offline, my email is below.
To jhowland, Docfoot, fjgomez1961, Sandymar, Parag, and others who have posted to this thread, please let me know whether or not we have dealt with your issues. I?ll be watching for your comments, and holding the PM Implementation and Support team accountable for your complete satisfaction.
John Squire President & COO Amazing Charts jsquire@amazingcharts.com
Many thanks for your detailed response to user concerns/questions. All of us want to see AC succeed with the addition of practice management. I will be glad to see our cash flow improve and be able to spend a little less time dealing with ACPM problems and more time caring for patients.
With best wishes to you and everyone involved with ACPM,
Here is an update on ACPM ICD-10 support. I am posting this on behalf of our new ACPM Product Manager, Deepti Mehtani (see post under AC Company Updates). She is not yet registered. She will take over for Laurie on these threads.
ICD-10 codes were added to the practice management solution for new customers starting in July. For practices that were installed before July, Amazing Charts technical team will be applying an update script over the coming weekend. All practices will have access to the full list of codes for testing billing purposes. Testing can be commenced by Monday 9/7.
We will publish detailed instructions on how to adjust the application settings to produce test claims using ICD10 codes in an email to all customers this week. we will also post here.
If you would like one of our PM specialists to help with this process, just contact us for an appointment.
John Squire President & COO Amazing Charts jsquire@amazingcharts.com
Dear Amazing Charts PM Users, ACPM is ICD-10 compliant, All live practices have access to full list of ICD 10 diagnosis codes. Instructions to generate a test claim with ICD 10 codes are available here http://amazingcharts.com/index.php?id=1190. Please reach out to Client Services or email us at support@amazingcharts.com in case of any concern.
I'm here with an update. Our ACPM install was done last week and at least for now I see that all appointments have transferred to ACPM from the amazing charts scheduler. Scheduling function is somewhat limited in some areas on the ACPM Such as displaying the preferred phone number for appointment reminders. There is also no preferred phone number tab on ACPM scheduler. It is also somewhat more confusing than the scheduler in amazing chart. At the time of install, we were told to use the new scheduler however I'm wondering if I can use the scheduler included in the amazing chart.
We are scheduled to have the final training to send claims sometime later this week.I will post an update once we are able to send claims.
There may be some improvement in the support since we did get a phone call for install as scheduled without us needing to contact them. I guess that is a pretty low bar for the support but nevertheless improvement. Also automated migration of the demographics and appointments is improvement over other ACPM installs that may have happened before for other users. I see some comments about needing to enter appointments manually in the past. That is no longer true.
I too found that I liked the scheduler on AC more than I liked the ACPM scheduler. Hence, during my install, I insisted that implementation essentially disable the ACPM scheduler and make the AC scheduler continue to be functional in the environment.
Thus, that is how my office is currently running: PM scheduler is OFF and I use AC scheduler. Mind you, not that this scheduler is good...it is not. It does not have the functionality of other full color schedulers. But-I do like it better than the other option and I am just waiting for this scheduler to improve.
Interestingly, before PM got going, I was called to voice opinions given that I was using MedFx. I was clear as could be that the scheduler had to be addressed.
To jhowland, Docfoot, fjgomez1961, Sandymar, Parag, and others who have posted to this thread, please let me know whether or not we have dealt with your issues. I?ll be watching for your comments, and holding the PM Implementation and Support team accountable for your complete satisfaction.
I have not noticed any improvement at all in customer service. I have not received a phone call. I have not received a (useful,non spam) email. None of my concerns have been addressed, perhaps because I have already made my decision to not implement ACPM.
Sandy: Is the patient scheduler for ACPM really that bad? Wow. That was one of the reasons I was actually thinking of switching to ACPM. So much for that.
I need a well integrated emr/pms software that is affordable and functional. My search continues. AC is NOT IT at this point. It saddens me because I have been using AC for over a decade now. Inertia makes it hard to change, but the momentum for change is growing. If you had asked me two years ago if I would ever leave AC I would have said no. I even did a couple of "testimonials" about AC. I am now considering changing to another program / platform strongly.
Hi Parag, I wanted to address your concerns regarding the Amazing Charts PM schedule.
Although there currently isn't an option to mark the preferred phone number in Amazing Charts PM you could use the notes field on the patients demographics or appointment that way when you view the patients chart or appointment you can see the preferred contact. Another option would be to create a patient alert that would display in the patient chart under the Patient Alert pane. The alert is not a pop up, but you can color code the alert text and background. Once a client is implemented all scheduling tasks should be completed in Amazing Charts PM and the AC schedule becomes a read only view for the providers. If you feel as though you would benefit from more training on the schedule in Amazing Charts PM please feel free to register for any of our live Amazing Charts PM webinars now available to our users. Here is the link. Thank you!
We have been submitting claims for a week in ACPM v 8.2.2 but have yet to have one arrive at the clearinghouse. Claim batches show as transmitted in ACPM . Claimremedi does not have them. Our manage claim reports give error Failed while trying to find report; Code = 72.
Hello Amazing Charts PM users, We highly recommend using ACPM scheduler to book appointments for your Practice as it is more robust and provides many additional features as described below: ? Ability to color code many facets of the schedule which is not available in AC ? The schedule template can be customized per practice, provider and resource both for time slots, days and display whereas all time slots for all users have to be the same length in AC. ? The schedule can be changed easily to accommodate vacations and other exceptions unlike in AC ? Ability to schedule a resource (room, equip, etc.) without the workaround of creating (as in AC) a dummy user ? Customize view templates to view desired patient details when they are booked in a slot ? Ability to see eligibility response details from schedule for each patient and recheck on demand it if desired, not available in AC ? Easy Check in/Check out process ? launch patients charts right from appointment by right clicking to review/edit demographics, add patient copay and also can double click on appointment to add/edit note, mark checked in/seen/or missed. ? When booking an appointment you can associate the patient, location, reason, date, time referral, prior authorization, account the bill will be linked to if the patient has more than one account, and a note field whereas when appointment is booked in AC only provider is linked ? The note field information will populate the CC when the chart is pull from the AC schedule to begin the visit. ? Recurring appointments for the same patient can be booked from the book appointment screen easily as opposed to AC ? A robust search appointment screen to find the next available appointment matching your search criteria unlike AC ? Individual time slots can be expanded by dragging the appointment to a new end time which can?t be done in AC ? Once appointments are booked then can be seen in the manage appointment screen and the patients chart, manage appointment screen is not available in AC ? Manage appointment screen allows you to view chart, check eligibility, open the chart, and show the status for the appointment (booked, cancelled, checked in, seen or missed) - not available in AC ? There are many reports in ACPM that are tied to the appointment information ? Appointments can easily be rescheduled to a new time on the same day by dragging and dropping or for up to 3 years in the future by double clicking the appointment to see more options.
@Parag, Sandy and others, hope the above helps you to fully utilize the scheduling feature in ACPM.
Feel free to provide your feedback for ACPM using the AC recommendations from AC Help Menu (AC>Help>Recommend Improvements).
Here is another update. I appreciate response from the product manager regarding ACPM scheduler. However One of the most important aspect of scheduler is to Make reminder calls for patient and at least in current AC scheduler we are able to do that without going through patient's chart. The AC scheduler displays preferred phone numbers. It would be important to have the same functionality with ACPM. Also a suggestion to put something in the note section on the ACPM scheduler is not practical since that will populate the chief complaint on the note. We have tried to do that however in that case the chief complaint may say "follow-up, preferred phone number is home. call patient's daughter rather than patient for reminder". Anyway this Is something that we probably could live with however:
In spite of going live on 9/2/2015 we have not been able to send a single claim successfully since there are so many bugs Or some other issues. We still have not had eligibility function working in any way. We have brought this issue 10-14 days ago and there has been no progress in this regard. In spite of not being able to send a successful claim since going live 3 weeks ago, they want us to pay the monthly fee of $250 which I think is absurd. If anybody is thinking about ACPM at this at this point my advice would be to hold off as much as you can so this kinks are worked out. May be possibly look somewhere else.
Parag, I know nothing about the ACPM, but I agree it is crazy to be expected to pay the monthly fee if it essentially does not work. I would email John Squire directly.
We have been using ACPM since May. It's been tough getting going, but the software does work. We are sending out claims and more importantly, we are receiving payments. Have you worked with product support to identify the reason your claims aren't going out?
I believe Robert from my team has reached out and discussed several issue with a staff member in your office. In addition to addressing your listed concerns, Robert will also be working on identifying some additional training opportunities for your practice. I also want to be sure you know you can reach me any time at JGAY@Amazingcharts.com. I am always happy to speak with our customers, review issues, or discuss the product or service in general. Never hesitate to reach out to me directly.
Jeff Gay ACPM Implementation Manager Jgay@amazingcharts.com
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