SmartLink for Service Providers

SmartLink for Service Providers (SSP) is a SmartOffice® service that enables a general agency and a service provider to exchange data using a secure connection. The service enables users to electronically transmit report order requests to the service provider. In response, the service provider sends the general agency a report status for each requirement. A background service automatically inserts the requirement status into the applicable SmartOffice pending case requirement notes.

Key facts about SmartLink for Service Providers:

• By receiving statuses from a service provider electronically, the general agency eliminates the need to dedicate employee resources to searching for statuses on ordered requirements through phone calls or letters.
• SmartLink for Service Providers currently supports the NAILBA 800 (report order) and NAILBA 850 (report status) formats.

Requirements)

• SmartOffice version 6 or later
• SmartCaseManager license
• Pending Case \& Policy Setup Administrator license
• SmartLink for Service Providers registration

Registering for SmartLink for Service Providers) Users must contact their SmartOffice sales representative to register for this service and to have a mailbox assigned for use with the service.

Service Providers Setup) Before using the SmartLink for Service Providers interface, the user must add a service provider to SmartOffice. Service providers can be set up in several ways:

• From the System Office: All offices can use carrier accounts with the service provider in the system office.
• From the Parent Office: Offices under the Enterprise View hierarchy can use carrier accounts with the service provider in the parent office.
• From the Current Office: Carrier accounts with the service provider can only be used by the current office.

To add a service provider:

1. Select Service Providers from the expanded Insurance menu to display the Service Provider List.

1. Click the New 'Service Provider' record button to display the New Service Provider Detail content link.

1. Complete the fields on the Detail content link as follows:

1. Click the New 'Carrier Service Provider' record button in the Carrier Service Provider List section to open the Service Provider Account dialog box.

1. Complete the fields as follows:

1. Click the OK button.

Working with Electronic Orders (E-Orders))

• Sending E-Orders)

E-Orders can be sent from the following areas of SmartOffice: - Underwriting Requirement Details dialog box)

To send an E-Order from the Underwriting Requirement Details dialog box:

1. Create or open the applicable underwriting requirement. 2. Ensure that the Service Provider and SP Account \# fields have been completed. (If these fields are not displayed, click the Medical Requirements Details button.) 3. Click the E-Order button to send the order. Important: If information required by the service provider is missing, SmartLink for Service Providers displays a warning message to ensure that the information is provided.

1. Once the order is sent, the E-Order status is updated to Transmitted. - Underwriting Requirement List)

To send multiple E-Orders from the Underwriting Requirement List:

1. Select Pending Cases from the expanded Insurance menu to open the Search Pending Cases dialog box. 2. Click the Search button to display the Pending Case List. 3. Select the appropriate pending case and then click the Requirements content link. 4. Tag the underwriting requirement(s) to send to the service provider. 5. Click the Options hyperlink and then select Electronic Order from the expanded menu. Note: For quick access to the Electronic Order feature, click the Options hyperlink and then drag and drop the Electronic Order button to the Underwriting Requirement List section toolbar.

Important: The following types of underwriting requirements can be sent only as E-Orders: APS, Motor Vehicle Report, Inspection Report, Paramedical Requirement and Diagnostic.

• Reviewing E-Order Requirement Follow-Ups)

When a user sends an E-Order or a service provider sends a status report, the underwriting requirement's notes and E-Order status are automatically updated. The status can be reviewed from the following areas in SmartOffice:

• Requirement Follow-Ups)

Any status reports from service providers are automatically reflected in SmartOffice. Requirement Follow-Ups enable the user to review all outstanding E-Order requirements that have yet to be reviewed.

Users sending service provider requests that expect to receive statuses on the orders must access Requirement Follow-Ups to review the status and check for errors.

To review E-Order Requirement Follow-Ups:

1. Select Requirement Follow-Ups from the expanded Insurance menu to open the Search Follow-Ups dialog box. 2. Click the Search button to display the Follow-Up List. 3. From the Select drop-down list, select Electronic Order Requirements.

The log displays the electronic order requests by the following statuses:

• Cancelled
• Error - Received: Once a report status has been received, the E-Order status on the requirement is automatically updated to Received. The log is linked to requirements and reflects the current E-Order status. - Re-transmitted - Transmitted Use Requirement Follow-Ups to:

• Review an underwriting requirement’s electronic order status or to correct errors such as a missing doctor and/or insured’s required information.
• Mark an underwriting requirement as having been reviewed. To do so, select the requirement, click the Menu button and then select Mark Reviewed from the expanded menu. This updates a Received electronic status to Reviewed. A requirement remains on the Requirement Follow-Ups List until it is marked as Reviewed. - Review underwriting requirement notes. - Underwriting Requirement Details)

In the Underwriting Requirement Details dialog box, an Electronic Order Log button displays to the right of the E-Order Status field for requirements that have an E-Order status. (If the E-Order Status field is not visible, click the Medical Requirement Details button to display the corresponding fields.)

• Re-transmitting E-Orders)

E-Orders for the same requirement can be transmitted more than once. When sending an electronic order a second time, the user will receive a warning message explaining that the E-Order has already been sent and confirming whether the E-Order should be sent again. Click the Yes button to update the requirement electronic order status to Re-transmit.

• Cancelled E-Orders)

E-Orders are cancelled if the pending case or underwriting requirement status changes to one of the following: - Waived - Cancelled - Closed - Deleted - Not taken - Withdrawn

Service Provider Account Numbers)

• APPS)

• ExamOne)

• Express Imaging)

Important: Express Imaging does not use account numbers; however, the user must include a dummy account number for each carrier in order to successfully send requests. Provide the following account number for each Express Imaging carrier.

• ExamOne/Superior Solutions)

Important: ExamOne/Superior Solutions does not use account numbers; however, the user must include a dummy account number for each carrier in order to successfully send requests. Provide the following account number for each carrier.