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Billing Setup FAQ
Q: How do I get a NEW payer/insurance added in OnTarget?
A: Our billing support team adds all payers in OnTarget. Please complete the Adding A Payer to OnTarget form so we can complete your request to add a payer. Once completed, send the form to billingsupport@ontargetclinical.com or your assigned account analyst.
Q: How do I get an existing payer updated in OnTarget (add services/sites/providers)?
A: Our billing support team maintains all payer data in OnTarget. Please complete the Updating a Payer in OnTarget form so we can complete your request to update the payer. Once completed, send the form to billingsupport@ontargetclinical.com or your assigned account analyst.
Q: How do I get a service code added in OnTarget?
A: Our billing support team adds all services in OnTarget Please complete the following questionnaire for each service (a separate questionnaire for each service code/modifier combination is required as they would be separate services in OnTarget). Once completed, send the questionnaire to billingsupport@ontargetclinical.com or your assigned account analyst.
Q: How do I add a caregiver/clinician/provider as the attending provider for billing purposes?
A: Please complete the Adding Clinician Providers to OnTarget form so we can complete your request to add a caregiver or provider in OnTarget. Once completed, send the form to billingsupport@ontargetclinical.com or your assigned account analyst.
Q: How do I get a new site entered in OnTarget?
A: Please complete the Adding Sites in OnTarget form so we can complete your request to add a site in OnTarget. Please note a separate form is required for each site. Once completed, send the form to billingsupport@ontargetclinical.com or your assigned account analyst.
Q: How do I check or change the service location/place of service for a claim?
A: Go to the Authorization grid, search for affected authorization. Open the authorization and click on the service from the claim to see the Service Location. If it needs to be updated, click on the service location dropdown, choose the correct one, then click Save on the authorization. The claim can then be rebilled (Rebill Selected if a payment or denial has posted in OnTarget). If the service location needed is not in the dropdown, it can be added by going to Configure > List Configuration > Billing > Service Location. Note: some agencies may have the service location controlled on the note-if so, then a note edit must be done to update the service location on the claim instead of editing the authorization.
Q: How do I add a new group/agency NPI to OnTarget for billing?
A: Please contact billingsupport@ontargetclinical.com or your assigned account analyst. Please send the NPI, payer(s) contracted with under the NPI, site(s), taxonomy(s), and services this NPI can bill under. We will contact you if additional paperwork is needed to add this NPI for billing or retrieving payment files.
Q: How do I send the same NPI for both billing and attending? The payer is stating it is required.
A: Per 5010 claim rules in an 837, the same NPI cannot be sent for both the billing and attending, unless the site where the service is provided is different than the billing site. This is non-compliant. Most payers who state this is ‘required’ have done this on their end once they receive the 837 from a vendor.
Q: How do I add a modifier to a service for billing?
A: Adding a modifier to an existing service requires a separate service added in OnTarget. The only exception is if all previous records (authorizations, schedules, notes, claims) should have the modifier and the service without the modifier is not used. If a separate service with the modifier is needed, please reach out to billingsupport@ontargetclinical.com or your assigned account analyst. They will send a questionnaire to complete, and our team will add the service in OnTarget once they receive it back.
Q: How do I receive EFTs from a payer?
A: Please contact the payer directly to inquire on setup for EFTs. EFTs are payments direct deposited to your bank and each payer has different requirements. EFTs are separate from 835s (electronic remittance reports) and are not handled by OnTarget billing support.
Q: How do I add programs to services in OnTarget?
A: For reporting purposes programs can be assigned to service codes. Please watch this video tutorial on how to add a service to the service groupings.
Q: How do I add service groupings to service codes in OnTarget?
A: To prevent overlapping messages for services that can be provided at the same time, use the Service Groupings feature to link the services together. Please watch this video tutorial on how to add a service to the service groupings.
Q: How do I assign new services to revenue accounts in OnTarget?
A: Check out this training video to learn how to assign services to the revenue accounts. If services are not assigned to revenue accounts billed invoices will post to the 9999-Suspense account as a default.
Q: How can I get an existing service in OnTarget connected to a payer?
A: Please reach out to our billing support team ( billingsupport@ontargetclinical.com) or your assigned account analyst. We will need the service abbreviation as listed in OnTarget, the payer name, the site, the NPI and taxonomy.
Q: How do I get an existing site added to current service(s) in OnTarget?
A: Please reach out to our billing support team ( billingsupport@ontargetclinical.com) or your assigned account analyst to have the site added to the service. We will need the service abbreviation as listed in OnTarget, the payer name, the site, the NPI and taxonomy.
Q: How do I update service rates/fee schedules in OnTarget?
A: Each agency is responsible for updating service rates/fees in OnTarget. Please refer to our Written Material-Updating Service Rates for a step by step tutorial on how to update them in OnTarget. If the rate update requires a retroactive claim rebill, please refer to this video tutorial or the AA Department OnTarget Rebill Process for assistance.
Q: How do I add a service to authorizations or treatment plans?
A: For a service to be added to an authorization or a treatment plan, the service must exist in OnTarget and the effective dates of the service must match the dates needed. If you need a service added to OnTarget please contact billingsupport@ontargetclinical.com or your assigned account analyst.
Q: How do I change the billing taxonomy for an attending provider/caregiver?
A: Please submit a ticket to billingsupport@ontargetclinical.com or contact your assigned account analyst. They will send a form for you to complete and our team will edit the clinician in OnTarget once they receive it back.
Q: How do I change an attending provider/caregiver’s name in OnTarget for billing?
A: Please submit a ticket to billingsupport@ontargetclinical.com or contact your assigned account analyst. They will send a form for you to complete, and our team will edit the clinician in OnTarget once they receive it back. You should additionally update the Employee record as well.
Q: How do I get a client/service recipient added to the HHA portal?
A: Please contact the MCO to advise them a client is missing from HHA. The MCO’s import all client and authorization data to HHA Exchange.
Q: The payer says the zip+4 is incorrect on my claims. How can I get this corrected?
A: Please submit a ticket to billingsupport@ontargetclinical.com or your assigned account analyst requesting they check the Billing Configurations in OnTarget. Please send the payer, service codes with any modifiers, the address, and a claim example so we can triage.