FAQs

FAQs

Account Management

What is the minimum contract length for ClearGage services?

The minimum initial sign up period is 1 year. However, a contract may be canceled at any time by either party with 60 days written notice.

How long does it take to set up a new client?

Typically it takes 30 business days to implement new service.

How much are the monthly fees?

Our rates and fees vary according to the size, needs, and volume of your business. The ClearGage pricing structure may include an initial implementation fee and a monthly maintenance charge. Transaction fees vary by type, volume and average transaction size. Please contact a ClearGage Business Development Specialist for a free cost estimate.

Do you provide any performance or service guarantees?

Yes. If you are not completely happy at any point during your first year of service, ClearGage will refund 100% of your set-up fees.

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Administration

How many users can I have on the system?

The ClearGage Payment Accelerator supports an unlimited number of users.

How many providers can I have on the system?

The ClearGage Payment Accelerator supports an unlimited number of providers.

Can the application support different fee schedules for each provider?

Yes, fee schedules can be applied across all providers or each provider can be assigned their own specific rate table.

Does the application support multiple locations?

Yes. The ClearGage Payment Accelerator can be configured to support different locations and departments.

Does the application support both in-network and out-of-network carriers?

Yes. During the implementation period your account will be set up to include fee schedules for Medicare, Medicaid, any in-network carriers and self-pay. You can then use the ClearGage Payment Accelerator to manage out-of-network carriers.

Does the application support email messaging and text messaging?

Yes. Using Healthestatements™, ClearGage's HIPAA compliant messaging system you can send your patients electronic messages via email statements and text message notices.

How much does it cost to send Healthestatement™?

Fees for this optional service vary by type of message and volume. Please contact a ClearGage Business Development Specialist for a free cost estimate.

Can we upload and manage documents in the application?

Yes. The ClearGage Payment Accelerator features a Resource Library where you can maintain your own office's library of policies, literature and resource materials to ensure everyone has access to the most up-to-date materials.

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Manage Patients

How do I add a new patient?

There are three ways new patients can be added to the system. Add them one at a time, ideal for "drop-ins", through exporting a file from your practice management system "PMS" and importing it into your application or configure the Payment Accelerator for an EDI with your HL7 compliant PMS.

How do I add a patient schedule?

You can add patient schedules directly through an interface with any HIPAA/HL7 compliant software system or through a manual file exchange with your practice management system (PMS).

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Transactions

What credit cards do you accept?

That is determined by you and your merchant processor. Our system supports all major credit card associations - Visa, MasterCard, American Express and Discover (Novus).

Can you process electronic checks?

Yes. We can support electronic transactions through any checking or savings account.

Do you support automated batch settlements?

Yes. The ClearGage Payment Accelerator can be configured to settle batches automatically or manually.

How do I know if a transaction failed?

The ClearGage Payment Accelerator offers comprehensive reporting, including a failed transactions logs that features error codes explaining why each one failed.

Are there charges for failed transactions?

ClearGage does not charge for failed transactions. However you may incur fees from your merchant account provider.

Can the ClearGage Payment Accelerator be used for all my credit card processing?

Absolutely. You can order a card magnetic stripe reader for $75.00, which plugs into any computer USB port and can be used for all of your processing needs.

Can I accept payments over the phone?

Yes. ClearGage Payment Accelerator supports card not present transactions. You will be able to take one time payments and set up recurring payments by receiving verbal approval from your patient. Any credit card or bank account number can be used.

Can I use the ClearGage Payment Accelerator to offer my patients automated payments?

Yes. The ClearGage Payment Accelerator includes a Payment on File feature that is ideal for administering payment plans.

Can I accept payments online?

Yes. We will support an online ClearGage Patient Payment Portal where patients can log in, check their statements, and make payments any time of day.

Do I have to change merchant processors in order to use the application?

No. ClearGage is not a merchant processor so you can choose to keep your current merchant account provider as long as they have a PCI compliant payment gateway or you can choose a new merchant provider from a list of ClearGage approved partners. Special pricing may be offered to clients who select a ClearGage approved referral partner.

Do I have to change banks?

No.

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Reporting

How can I review my transactions?

You can view past, current and pending transactions at any time. Transactions can be sorted by type, amount, and patient.

Can I reverse charges?

Yes. For amounts charged in error, you can refund your patients for up to 100% of the total amount.

Can payments be posted directly into my accounting and/or practice management system?

Yes. Transactions can be imported directly into most software systems.

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Data Exchanges

How do I import my patient demographics?

Patient records can be imported through a direct interface with the ClearGage Payment Accelerator, a file upload, or a manual entry.

Do you support real-time connectivity with my practice management system (PMS) and/or medical claims clearing house?

Yes. The ClearGage Payment Accelerator works with any HIPAA/HL7 compliant third party including practice management systems and medical claims clearing houses.

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Resource Center

How do I train my staff?

ClearGage provides a wide array of training materials to assist you in training your staff. These include video tutorials, a training manual, FAQs - as well as training programs that your staff can attend online.

Can I upload my own office's training materials?

Yes. The ClearGage Payment Accelerator provides a central location where you can upload, store and share your practice's policies, procedures, training manuals and more.

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