Optum360Coding.com
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Digital Coding FAQs

QUESTIONS REGARDING ALL THE ONLINE DIGITAL CODING REFERENCE APPLICATIONS:
How can I get training on the online coding reference applications?
How often are the online reference applications updated, and how do I download the updates?
What is the schedule for data updates and system maintenance through the end of 2016?
I have Internet Explorer version 9 or 10 on my computer. What should I do to use the Optum360 online coding reference applications with this browser version?
After several tries to log in to one of the applications, I received the message You have been temporarily locked out of the application. What should I do?
I clicked on Forgot Password but have not received one.
What are the rules for creating passwords?
I ordered EncoderPro.com (or another of the online coding reference applications) online but have never been sent any login information.


ADMINISTRATOR FUNCTIONS:
Is there an Administrator’s Guide for the online coding reference applications?
I tried to activate my subscription but got the message Thank you for ordering EncoderPro.com. Your subscription should be ready to activate in 15 minutes.
I tried to activate my subscription, but after I entered my information and clicked Save, either nothing happened at all, or I was taken back to the same page to fill in the same information again.
Can more than one person be an administrator?
Once I set up my users, how will they know?
How do I apply add-on modules to my applications, and once I add them, how do I know they were added correctly?
We have subscriptions to several different Optum360 online coding reference applications. Can I set up users for one while I’m signed into another?
We have subscriptions to several different Optum360 online coding reference applications. If a user is already defined for one of them, how can I add access for that user to another application?
We have multiple subscriptions on our account. How can we tell which users are defined into which subscriptions?
We have multiple subscriptions for the same application. I’m defining a new user. How do I know which subscription to choose in the Application Filter box?
When I am adding a user, do I click on the add subscription link?
What does it mean when I am setting up a user and it says Username already exists?
What does it mean when I am setting up a user and it says This email is already being used. Please enter a different email address?
We have an EncoderPro.com subscription, but our only user is no longer with our group and we don’t have the logon information. How do we log in?


PRODUCT-SPECIFIC FAQs:
EncoderPro.com
What are the differences between the Standard, Professional, and Expert versions?
Why isn't my state in the LCD Medicare Carrier box when I click on the LCD link for a given CPT® code?
We placed a renewal order for our EncoderPro subscription. Why does the Subscription Renewal link (with the green alarm clock) still show that it will expire soon?
ASCExpert.com
How do I look up LCD policies or see Medical Necessity in ASCExpert.com?
I work in a hospital outpatient setting. Would ASCExpert.com be an appropriate tool for me?
Optum Mobile Diagnosis
How do I set up the users for our Optum Mobile Diagnosis subscription?


CODING FAQs:
What are the differences between Conflict View and Code View in the CCI check?
Where do I find the modifiers that can be billed with this CPT® code?
How do I search for E-codes in this application?
What does the information under Medicare Rules in the physician fee schedule section mean?
Why does the modifier 51 edit continue to appear in the results of the EncoderPro-Expert Compliance Editor?
Why are the Wage Index numbers in the DRG Calculator different from what I entered into my preference settings?
If I have the diagnosis and the procedure codes that were billed on a claim, is there a place for me to enter these to determine the DRG?
How does the Outpatient Prospective Payment System (OPPS) apply to the payment rates found in the ASC calculator?


DOWNLOADING DATA FILES AND eBOOKS:
I received a message when I tried to log in to the Optum360Coding.com site, telling me my account is locked. What should I do?
The instructions for downloading my data file(s) say I should click on the Subscription Updates link. I don’t see that link.
I received instructions for downloading a data file or eBook, but they aren’t working. What should I do?


MINIMUM AND RECOMMENDED SYSTEM REQUIREMENTS:
For the online coding reference applications
For Optum Mobile Diagnosis


CONTACT TECH SUPPORT

QUESTIONS REGARDING ALL THE ONLINE DIGITAL CODING REFERENCE APPLICATIONS
How can I get training on the online coding reference applications?
User training sessions are held for EncoderPro.com twice each week, and for RevenueCyclePro.com twice each month. These are conducted via the internet and at no cost to the attendee. Links to register for these sessions are provided on the home pages and/or in the What’s New? sections of the system. You can also ask your account rep about scheduling a class just for your group, or about user training for any of our other online coding reference applications.

How often are the online reference applications updated, and how do I download the updates?
No downloads! Data in all the Optum360 online coding reference applications are updated at the end of every month, automatically. You don't need to do anything to always have the latest codes, rules and policies. (The exception to this is the Medical Reference Engine, which is updated every night.)

What is the schedule for data updates and system maintenance through the end of 2016?
Monthly data updates will be performed the last business day of each month. To accomodate the update process, the applications will be taken offline for a brief period of time, normally from 7:00 pm to 11:00 pm Mountain Time in the U.S. Please click here to see the full year’s calendar of scheduled data updates.

I have Internet Explorer version 9 or 10 on my computer. What should I do to use the Optum360 online coding reference applications with this browser version?
You’ll need to turn on Compatibility mode in Internet Explorer. After going to the website login screen, use one of the following methods:
  1. If you see the Internet Explorer Tools pull down menu, click there, then click Compatibility View settings on the menu, and add the site to the list.
  2. If you see the Tools icon located in the upper right hand corner of the browser, click there, then on Compatibility View settings, and add the site to the list.
  3. If you see the torn-page icon on the right side of the address bar, you can click on that to turn on compatibility view.

After several tries to log in to one of the applications, I received the message You have been temporary locked out of the application. What should I do?
  1. You can reset your password to regain access to the application by clicking the Forgot your username/password? link on the login page. You will then be prompted to select the sign-on information you forgot: your username, password or both. Then enter your email address and click the tab key. If a record is found for your email address, you’ll see the security question you chose for your profile. When you answer that question (answers are not case-sensitive) the system will send a temporary password (valid for 48 hours) to your email address. When you log in with it, you’ll create a new password for yourself, confirm it, and then log in with it.
  2. If your email address is not found, or if your security question and answer have not been set up, or if your answer to the security question is incorrect, you’ll need additional help. Please see your administrator or contact our technical support team, either by phone (1.800.765.6797) or email (techsupport@optum360.com).

I clicked on Forgot Password but have not received one.
If you haven’t received the email with your temporary password within a few minutes of requesting it, please check your spam or junk mail folders, since it may have been stored there by your email program. The email with the temporary password will have been sent from OPTUM_NOREPLY (noreply@optum.com). If you don’t find it there, you’ll need to request another from either your administrator or technical support (1.800.765.6797; techsupport@optum360.com).

What are the rules for creating passwords?
Passwords must comply with these requirements:
  • Must be at least 8 characters
  • Cannot contain your username
  • Cannot match any of your 10 previous passwords
  • Must contain at least 3 of the following 4 types of characters:
    • Uppercase letters (A-Z)
    • Lowercase letters (a-z)
    • Numerals (0-9)
    • Special characters ($, %, &, etc.)

I ordered EncoderPro.com (or another of the online coding reference applications) online but never received login information.
Online orders for new subscriptions can take 24 or even 48 hours to be processed.

New subscriptions need to be activated, and the process will include the creation of your logon name and password. You’ll receive an email from Optum360 Order Confirmations (confirmations@ingenix.com) with instructions for activating your subscription.

If you haven’t received an email after a day, please check your spam or junk mail folders to see whether your email program placed it there.

ADMINISTRATOR FUNCTIONS
For general instructions covering many administrator tasks, please call 1-800-765-6797 or email techsupport@optum360.com.
Is there an Administrator’s Guide for the online coding reference applications?
The Administrator’s Guide for all of Optum360’s online coding solutions reference applications can be downloaded from the What’s New? section of any version of EncoderPro.com. If you don’t have access to EncoderPro.com, please contact technical support at 1.800.765.6797 or techsupport@optum360.com to have a copy emailed to you.

I tried to activate my subscription but got the message Thank you for ordering EncoderPro.com. Your subscription should be ready to activate in 15 minutes.
The email you received to activate your subscription can actually arrive before the subscription is fully ready to be activated. In fact, new subscription orders that were placed online can take 24-48 hours to process (and even longer if the order was placed at the very beginning of a weekend). If you’re still getting that message, please call our customer service team (1.800.464.3649) or technical support (1.800.765.6797).

I tried to activate my subscription, but after I entered my information and clicked Save, either nothing happened at all, or I was taken back to the same page to fill in the same information again.
Subscription activation can only be performed with the Internet Explorer browser. Trying to activate your subscription with Chrome, Firefox, or any other browser will lead to the results you describe.

Can more than one person be an administrator?
Yes, you can actually have as many administrators as your organization needs (subject to the number of licensed users in your subscriptions).

Once I set up my users, how will they know?
They will receive an email containing the username and password you set up for them from noreply@optum360.com.

Please note: Temporary passwords are only valid for 48 hours or until used.

How do I apply add-on modules to my applications, and once I add them, how do I know they were added correctly?
Add-ons are additional types of information that can be added to the applications, at additional cost. In the Administrator’s section, find the end user you want to add the add-on to. Click on the Edit button (looks like a pencil). Click on the User Subscriptions tab and select the Edit icon to the right of the application you purchased the add-on for. You’ll see a list of all possible add-ons, and the ones included in your subscription won’t be grayed out. You’ll see the number of each item that’s available for assignment (the number you purchased less the number already assigned). Click to check boxes of the add-ons you want to add for this user, then click Save. Have your end user log out of the application then log back in to activate the added content.

We have subscriptions to several different Optum360 online coding reference applications. Can I set up users for one while I’m signed into another?
Yes. When you launch the Administrator interface, you’ll get a list of the users of the application you’re currently logged into. On the right side, just above that list, you’ll see the Add button. When you click on that Add button, you’ll see a pull-down list that will show all the subscriptions held by your organization. For each one, you’ll see the subscription number, the expiration date and the number of available user seats that can be defined. Select the subscription you want to set up the user for, fill in the rest of the information, and click on Save.

We have subscriptions to several different Optum360 online coding reference applications. If a user is already defined for one of them, how can I add access for that user to another application?
Find that end user on your list of users, and click on the pencil icon on the right side. The third tab will be User Subscriptions – click on that. Then click on the Add button on the right side. Use the Subscriptions pull-down box to identify the new application you’re adding for this user, and click on Save. The same username and password will work for both applications.

We have multiple subscriptions on our account. How can we tell which users are defined into which subscriptions?
Use the Application Filter on the left side. For each of your subscriptions, you’ll see the application name, the subscription number and expiration date, and the number of users that are available for assignment. Choose the subscription and hit the Filter button, and you’ll see all the current users of that subscription.

We have multiple subscriptions for the same application. I’m defining a new user. How do I know which subscription to choose in the Application Filter box?
Each application in the list will show you the subscription number, the subscription expiration date and the number of users available for assignment. This information should be sufficient for you to identify the proper subscription for this new user. If not, please call either your account representative or technical support (1.800.765.6797; techsupport@optum360.com) for assistance.

When I am adding a new user, do I click on the Add Subscription link?
No, you need to click on the Add button on the right side of the main Administrator page, just above the list of users. The Add Subscription link takes you to instructions for adding access to additional subscription(s) for an existing user.

What does it mean when I am setting up a user and it says Username already exists?
Usernames must be unique among all users in all subscriptions, across all accounts. Two examples of unique usernames would be email addresses and firstname lastname, but any unique name will work. Spaces and special characters are valid in usernames, and usernames are not case-sensitive.

What does it mean when I am setting up a user and it says This email is already being used. Please enter a different email address?
Any email address can only be associated with a single username. If you’re trying to establish access to another application for an existing user, you should do that within that existing user record. (See We have subscriptions to several different Optum360 applications. If a user is already defined for one of them, how can I add access for that user to another application?) A new user will have to have an email address that isn’t currently assigned to any other user.

We have an EncoderPro.com subscription, but our only user is no longer with our group and we don’t have the logon information. How do we log in?
Please call technical support at 1.800.765.6797.

PRODUCT-SPECIFIC FAQs
EncoderPro.com
What are the differences between the Standard, Professional, and Expert versions?
EncoderPro.com Standard includes all of the information from four major code sets (ICD-9, ICD-10, CPT® and HCPCS) as well as the lay descriptions from the Coders Desk Reference books and the color codes from the code books. It also includes the CodeLogic© search engine, which allows users to search by terms, acronyms, misspelled words, individual codes, ranges of codes or multiple codes across all code sets at once or one at a time. ICD-10 search capability and mapping between ICD-9 and ICD-10 codes are also included. Your Medicare carrier’s updated MPFS fees (determined by your profile settings) are now available in the Standard version.

EncoderPro.com Professional includes all of the above, plus CCI lookup, search for current LCD policies and Medical Necessity, RVUs, Global information (total days, split), detailed modifier guidelines and coding tips and alerts (from our Coding Companion books), Cross Codes, and carrier-specific Lab and DME fees. With the Professional version, you can also select specific code information for one or more codes, and then run a customized printout or PDF with the Print Code Detail feature.

EncoderPro.com Expert includes all of the above, plus a Compliance Editor that allows you to check multiple codes billed together for possible issues that could lead to denials, based on 75+ edits for Medicare claims (plus a specific contractor’s policies) or 55+ edits for commercial claims. Also you get a more detailed LCD Policy search engine that includes retired policies and lets you search by keyword, CPT® and/or ICD code, effective date range or policy ID. The Expert version also allows you to change Medicare carriers right on the Code Detail page and run a calculation based on a specified percentage of the selected Medicare carrier’s fee.

Why isn't my state in the LCD Medicare Carrier box when I click on the LCD link for a given CPT® code?
Only carriers with an active policy for the code selected will appear in the pull-down list box.

We placed a renewal order for our EncoderPro.com subscription. Why does the Subscription Renewal link (with the green alarm clock) still show that it will expire soon?
Renewal orders are considered "future orders" in our system. You will not be billed (and the clock won't reset) until the day the renewal order activates.

ASCExpert.com
How do I look up LCD policies or see Medical Necessity in ASCExpert.com?
ASCExpert.com displays LCD buttons next to the CPT® codes that have active policies in the state selected in your preference settings. You can create additional preference sets for other states if needed, and you can switch among your preference sets easily. To create a preference set: click the User Profile icon (one person) in the upper right header. Select the User Preferences tab, and click the Add button on the right. Fill in all the boxes and click Save. You can also do a policy search by clicking the Compliance tab and selecting Coverage Policy Lookup and then Policy Search. Once a policy is found you can click on Data to see the codes covered by the policy (including the ICD codes that support Medical Necessity) or you can read the entire policy at the carrier's website by clicking on the policy ID.

I work in a hospital outpatient setting. Would ASCExpert.com be an appropriate tool for me?
Yes and no. While the basic code look-up would be useful, ASCExpert.com was designed to address the reimbursement rules and requirements unique to free-standing Ambulatory Surgery Centers. RevenueCyclePro.com would be a better tool to assist with coding and billing both inpatient and outpatient hospital claims.

Optum Mobile Diagnosis
How do I set up the users for our Optum Mobile Diagnosis subscription?
As the initial user, you’ll receive an email that has a link to www.optummobilediagnosis.com, along with the customer number and subscription number. You’ll use an internet browser (either Internet Explorer on a Windows computer, or Safari on an iPhone or iPad) to go to that site, click on Register New User, and complete the registration using the customer and subscription numbers.

Then you’ll forward that email to every other planned user in your organization, and they will do the same thing.

CODING FAQs
What are the differences between Conflict View and Code View in the CCI checker?
When the results of your CCI edit check are displayed, the CCI Conflict View only displays the pairs of codes that have a CCI conflict with one another. The CCI Code View displays ALL of the codes entered and describes whether or not a CCI edit conflict exists. (Note: In the facilities applications, including RevenueCyclePro.com, FacilityCoder.com and ASCExpert.com, only the CCI Conflict view is available.)

Where do I find the modifiers that can be billed with this CPT® code?
The modifier crosswalk can be viewed from the link at the middle-right of the code detail page of any CPT®/HCPCS code or from the M icon on the range page, or by selecting the modifier list from the Coding menu (on the far left of the gray toolbar).

How do I search for E-codes in this application?
EncoderPro.com, all versions & ASCExpert.com: There are two main ways to search for E-codes. You can type in a specific term (or a specific code) into the search box, or you can search the E-code index found on the coding menu.

RevenueCyclePro.com: Type in the specific term into the search box. Or, you can use the Coding menu in the toolbar. From there, select ICD9 Vol. 1, and then select All codes. The E-code range appears and you can drill into it with the + symbols; click on any code to go to the information for it.

What does the information under Medicare Rules in the physician fee schedule section mean?
This section lists the Medicare edits that are applicable to the selected CPT®/HCPCS code as found on the Medicare Physician Fee Schedule.

Why does the modifier 51 edit continue to appear in the results of the EncoderPro-Expert Compliance Editor?
EncoderPro.com Expert & for Payer versions:This edit identifies line items that do not contain the required modifier 51 for multiple procedures. The edit alerts that user that the modifier is required and does not take into consideration those payers that will automatically append the modifier themselves. If your payer auto-populates modifier 51, then you should bypass this edit. Note that the Compliance Editor can be set to not display the results of this edit at the user’s option.

Why are the Wage Index numbers in the DRG Calculator different from what I entered into my preference settings?
RevenueCyclePro.com: The Wage Index that is selected from the pre-populated list or that is entered the Custom Wage Index field is only used in the calculation of outpatient reimbursement. The Wage Index used in the DRG Calculator is pre-loaded and is based on CMS data. Inpatient Wage Index amounts are updated October 1 of each year. Outpatient Wage Index amounts are updated January 1 of each year.

If I have the diagnosis and the procedure codes that were billed on a claim, is there a place for me to enter these to determine the DRG?
RevenueCyclePro.com: A DRG Grouper is available as an add-on to the base RevenueCyclePro.com application. The base application does include a DRG cross code function which you can use to view the diagnoses and procedures that have been grouped to a specified DRG. (Pull down the Coding menu, click on Cross Codes, and then click on DRG Cross Codes.) There is also a DRG crosswalk hyperlink for ICD-9 Vol. 1 and ICD-9 Vol. 3 codes on the range and detail pages.

How does the Outpatient Prospective Payment System (OPPS) apply to the payment rates found in the ASC calculator?
ASC Expert: The reimbursement information found in the ASC Calculator should only be used for free-standing Ambulatory Surgery Centers. A free-standing ASC is considered independent and not a part of any other facility or operated by a hospital. They are reimbursed on a system that is similar to, but not the same as, OPPS.

DOWNLOADING DATA FILES AND eBOOKS
I received a message when I tried to log into Optum360Coding.com, telling me my account is locked. What should I do?
Call our technical support team at 1.800.765.6797.

The instructions for downloading my data file(s) say I should click on the Subscription Updates link. I don’t see that link.
You will only see this link after you have successfully logged in at www.Optum360Coding.com. Once you’ve logged in there, you should see this link immediately below the place where you entered your password.

If you’ve logged in successfully and don’t see that link when it should be there, please contact technical support (1.800.765.6797; techsupport@optum360.com).

I received instructions for downloading a data file or eBook, but they aren’t working. What should I do?
Basically, you should call our technical support team. But here’s how the process is supposed to work:
  1. Log into your account at Optum360Coding.com. (If you haven’t already registered with Optum360Coding.com, go to Optum360Coding.com/Register to register. If you enter your Customer Number and Contact Number where requested the system will fill in much of the profile information for you.)
  2. Once you are logged in, click on the blue Subscription Updates link. This appears below the red Your Account header.
  3. Read through the LICENSE AGREEMENT and click Accept License Agreement at the bottom of the page.
  4. After accepting the License Agreement, you’ll be logged into the Data Vault automatically. (If you see another login page asking for your name and password, please contact technical support.) You’ll see a list of the items you’re authorized to download. Click on your item, and then click on the large orange arrow pointing down.
  5. You’ll see a list of the available versions of your item, with the most recent at the top. Check the small box next to that version, and the click on the small Download button right above that.
If the process doesn’t happen like that for you, or if you have other questions about downloading from the website, please call 1.800.765.6797.

MINIMUM AND RECOMMENDED SYSTEM REQUIREMENTS
For the online coding reference applications:
    EncoderPro.com (all versions) RevenueCyclePro.com
    MedicalReferenceEngine.com FacilityCoder.com
    FeeAnalyzer.com ChargemasterExpert.com*
    ASCExpert.com DrugReimbrusement.com
    The “MedicalCodeExpert.com” applications 
    (CurrentProceduralCodingExpert,  
    HCPCSExpert, ICDExpert for Physicians,
    ICDExpert for Hospitals and ICDExpert
    for Post-acute Care)

  • Operating system: Windows XP or higher (Windows Vista is not recommended)
  • Browser: Internet Explorer; version 8.0 or higher (version 11 is recommended). (*ChargemasterExpert.com requires Internet Explorer 10 or higher.) The Windows Edge browser is not recommended. Users with Windows 10 should use Internet Explorer 11, which is also packaged with Windows 10. Other browsers (Chrome, Firefox, etc.) will support most, but not necessarily all, of the functions in the applications.
  • Internet connection: high speed broadband connection, such as DSL or cable. Dial-up connections are not recommended.
  • Monitor screen resolution: minimum 1280x1024.
  • Adobe Acrobat Reader: see www.adobe.com for further details. (Adobe and Reader are registered trademarks of Adobe Systems Incorporated in the United States and/or other countries.)

Note: Because the online coding reference applications are web-based, it is possible to access the services through other means such as other operating systems, other browsers, and even through cell phones and other portable devices. However, we recommend using the requirements listed above in order to benefit from the applications’ full performance capabilities.
 
For Optum Mobile Diagnosis:
Minimum requirements:
  • Portable device running Apple iOS.
Looking for information not addressed here? Contact technical support:
Call 1.800.765.6797 or send an email to techsupport@optum360.com.
 

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