Online Coding FAQs


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Online Coding Reference Applications

How can I get training on the online coding reference applications?

User training sessions are held for EncoderPro.com three times 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 application. You can also ask your account representative 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?

The data within all the Optum360 online coding reference applications is updated at the end of every month, automatically; there is no need for a separate downloading process. After each update you will have access to the latest codes, rules, policies, and more.

What is the schedule for data updates and system maintenance?

Monthly data updates will be performed the last business day of each month. To accommodate the update process, the applications will be taken offline for a brief period of time, normally from 9:00 pm to 11:00 pm Mountain Time in the U.S. Please check the Support link at the bottom of the online coding applications to find the release calendar.

I have a version of Internet Explorer prior to version 11 on my computer. What should I do to use the Optum360 online coding reference applications?

Optum360 online coding reference applications are designed to be run within browser environments that support HTML 5. Prior versions of Internet Explorer or other browsers that do not support HTML 5 compliancy are no longer supported for Optum360 online coding reference applications. Please call 1-800-765-6797 or email techsupport@optum360.com with any questions.

After several tries to sign in to one of the applications, I received the message: You have been 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 Sign In Assistance page. Select the information you need to retrieve. Enter your email address and click Next. If your email address is found, you will be prompted to answer your security question. The system will send a temporary password (valid for 48 hours) to your email address. After a successful sign in with the temporary password, you will be prompted to create a new password.
  2. If your email address or security question/answer is not correct or has not been set up, contact your administrator or our technical support team, by phone (1-800-765-6797) or email (techsupport@optum360.com).
I clicked on Forgot Password but have not received an email message.

If you have not received the email with your temporary password within a few minutes of requesting one, please check your email program’s spam or junk folder. The email with the temporary password is sent from OPTUM_NOREPLY (noreply@optum.com). If the email message is not found in the spam or junk email folder, you may need to request another email message 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:

  • Cannot contain your username
  • Cannot match any of your 10 previous passwords
  • Must be at least 8 characters
  • 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 an Optum360 online coding reference application (i.e. EncoderPro.com, RevenueCyclePro.com, etc.) but I never received the sign in information.

Orders for new subscriptions can take up to 48 hours to be processed.

You’ll receive an email from Optum360 Order Confirmations (confirmations@optum.com) with instructions to activate your subscription.

If you have not received an email after 48 hours, please check your spam or junk mail folders. Or contact your administrator or our technical support team, by phone (1-800-765-6797) or email (techsupport@optum360.com).

I tried to activate my subscription but received 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 up to 48 hours to process. If you still received that message after 48 hours, 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, nothing happened, or I was taken back to the same page to fill in the information again.

Subscription activation can only be performed within a fully HTML 5 compliant browser (i.e. Internet Explorer version 11 or higher, Google Chrome, or Mozilla Firefox). Using a noncompliant browser may produce the errors described above. See system requirements for more information.

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Administrator Functions

Is there an Administrator’s Guide for the online coding reference applications?

The Administrator’s Guide for all of Optum360 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.

Can more than one person be an administrator?

Yes, you can define as many administrators for your organization as needed, subject to the number of purchased licenses for your subscription.

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Minimum and Recommended System Requirements

For the online coding reference applications:
  • EncoderPro.com (all versions)
  • RevenueCyclePro.com
  • MedicalReferenceEngine.com
  • DrugReimbrusement.com
  • FeeAnalyzer.com
  • Enterprise ChargemasterExpert.com
  • ASCExpert.com
  • The “MedicalCodeExpert.com” applications (ICDExpert for Physicians and ICDExpert for Post-acute Care) 
Operating system: Windows XP or higher (Windows Vista is not recommended)
Browser: Internet Explorer; version 11.0 or higher. The Windows Edge browser is not recommended. 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.