Support Services

All claim processing organizations are not the same.  Some have IT specialists to watch over their computer system while others get by with an on-call consultant that may drop in occasionally on his way to another client.  Some have doctors on their staff to help identify the rules that drive claim edits and benefit selections while others rely on the advice of a claim examiner who may, or may not, be qualified to make such decisions. Some have consistent benefit plans and payment policies while others view every situation as unique with exceptions outnumbering the rules. 

All claim processing organizations do not need, nor desire, the same support levels when dealing with their software vendor.  Because of this fact, MCSI offers a variety of support levels based on the need and desire of each client.  Here are a few examples:

Level 1 Basic

For organizations that have an eye toward self-sufficient operation once the system is fully operational.  Calls would be expected from specific users and deal primarily with the operational structure of IMPACT, as opposed to a variety of claim or database issues.

Level 2 Standard

For organizations that expect they will require typical support services including a reasonable amount of help resolving claim and database issues.  Calls would be expected on subjects such as why a claim paid the way it did, why a pre-cert did not match a claim, why the EOB didn’t show the correct deductible amount, etc. 

Level 3 Advanced

For organizations that would like an advanced level of on-going help but will be staffing their own help desk.  Calls would be expected on subjects covered by Level 2 support plus items such as letter writing, report generation, external data in-loads and extracts, etc.

Level 4 Premium

For organizations who expect to use MCSI as their first level of support.  Service calls on any subject would be expected from any member of the client’s staff on a 24X7 basis.  Services may include the remote processing of batch jobs, such as backups and other scheduled programs.  Full database auditing and control would be included at this support level. 

Each client selects their own support level.  As time goes by and their capacities change, their support level can change to suite their new capabilities.