Streamlining the flow of healthcare information

Frequently Asked Questions 

CONTACTING HEALTHXNET SUPPORT

        How do I contact the Support Desk?

        How do I contact the Support Desk after hours?

 

 USER IDs, PASSWORDS, MY PROFILE and LOGGING IN

        I forgot my User ID.

        I forgot my Password.

        I know my password but it doesn't work.

        My password doesn't match the password stored in Windows.

        How do I delete a password stored in Windows Internet Explorer?

        Do I have to change my password? 

        How do I change my password?

        How do I set up My Profile?

        What is a Security Question/ Answer?

        Why am I being asked to login again?

        What is an Authorized Requestor? 

        Who is my Authorized Requestor? 


HOW DO I ADD, CHANGE OR DELETE A USER IN HEALTHXNET? 

        Add a new user

        Change an existing users profile information

        Delete a user 


PROVIDER IDS

        Why do my Provider IDs need to be on file with HealthXnet?

        Why does it matter which Provider ID I use when running an inquiry?

        How do I add, change or delete a provider in HealthXnet?

        I get 'Invalid Provider ID', 'Provider Not on File', or 'Provider Ineligible for Inquires' Error. 

                 

GENERAL 

        Why am i getting an error message in HealthXnet? 

        How do I enable Javascript on my computer? 

        How do I add HealthXnet to my list of trusted sites? 

        Which payers are 'participating' or 'non-participating'?

        'View results in printer friendly format' is checked, but nothing happens when I run the inquiry. Why?

        'View results in printer friendly format' is checked, but the popup window is blank. How do I fix this? 

        How do I get back to the welcome page? 

        How do I get to the HealthXnet Status page? 

        What browsers does HealthXnet support? 

        

PAYER SPECIFIC 

        Can I enter patient information just once and run an eligibility and benefits inquiry for all payers?         

        How do I print an inquiry results screen? 

        Why are certain payer inquires sometimes unavailable? 

        Why can I search by social security number (or name & date of birth) for some payers but not for others? 

        Why am I not finding my patient's information? 

        Did you select the correct inquiry type or input the correct information in the right fields? 

        Was there a typo on the inquiry? 

        Did the member's name change? 

        Was the correct provider ID selected for the inquiry? 

        Was the correct date (or date range) of service selected for the inquiry? 

        Did the member's information change? 

        Do you think there is an issue with the payer? 

        Health plan does not appear on pick list? 

        Inquiry is timing out? 

        Do Medicare eligibility inquires show secondary billing information on the response? 

        Medicare has the wrong date of birth in their system for a member. How do I fix it? 

        What does 'W' mean in "network status"?

        What is a duplicate subscriber ID/Insured number?

        How do I know which Blue Cross Blue Shield state to select when searching eligibility inquiries? 

        

BILLING 

        How do I change my contact information? 

        Can I pay my invoice online? 

        Can I have my monthly invoice emailed to me instead of mailed? 

    

    

        

        



Questions Answered 

CONTACTING HEALTHXNET SUPPORT


  HOW DO I CONTACT THE SUPPORT DESK?

    HealthXnet Support Desk   
    Monday – Friday, 8:00am – 5:00pm (MST)   

    Local: 505-346-0290  
    Toll Free: 866-676-0290  
    Fax: 505-346-0278  
    Email:  
healthxnet@nmhsc.com  

    Mailing Address:  
    PO Box 92200  
    Albuquerque, NM 87199-2200  

    Physical Address:  
    7471 Pan American Fwy NE  
    Albuquerque, NM 87109


  HOW DO I CONTACT THE HEALTHXNET SUPPORT DESK AFTER HOURS?

    The HealthXnet Support Desk is available Monday through Friday, from 8:00 AM to 5:00 PM MST, during                   regular business hours.   

        

    Call 1-866-676-0290, or email healthxnet@nmhsc.com if you need help with HealthXnet outside of regular hours.


    Provide a detailed message and be as specific as possible. Include the following:

    Name

    Organization
    HealthXnet User ID
    Email address and/or phone number
    The nature of your issue -be as specific as possible with enough information for the HealthXnet                      
    Support Desk to try to recreate your issue if necessary.  

    The HealthXnet Support Desk staff will respond during regular Support Desk business hours.


USER IDs, PASSWORDS, MY PROFILE and LOGGING IN 


  I FORGOT MY USER ID

    Please contact HealthXnet Support for assistance.



  I FORGOT MY PASSWORD

    You must have set up ‘My Profile’ to do the following.  

    Click the ‘Forgot your password? Click here.’ link on the login page.


Login  



    Enter your User ID. Contact HealthXnet Support if you do not know your User ID.

 

    Enter your email address.The email address must match the email address in 'My Profile'. An email will be sent to     you. 


ID_EmailAddress  


    Security question answer must match the one in ‘My Profile’.

 

    Click “Email Password” to generate a new random password, which will be emailed to the address shown.


 

 

    Contact HealthXnet Support if you need help to reset your password.



  I KNOW MY PASSWORD, BUT IT DOESN'T WORK  


LOGIN ERROR MESSAGE:

POSSIBLE CAUSE:

Your login was unsuccessful. Please press the back button below to go back to the login screen so that You may re-enter the correct information.

Your password is case sensitive. You may need to re-enter it using the correct case.

If you save your passwords then your saved password may be incorrect and you may need to delete it.   Read about deleting passwords stored in Windows Internet Explorer.

Your login has been locked due to excessive failed attempts. Your User ID will be unlocked automatically at midnight so that you can attempt to log in again tomorrow. Please contact HealthXnet Support for further assistance.

There have been 5 or more unsuccessful attempts to log into your HealthXnet account. You can contact HealthXnet Support to restore access to your account, or wait until the condition resets.



  MY PASSWORD DOESN'T MATCH THE PASSWORD STORED IN WINDOWS

    This message may appear when you try to log into HealthXnet after changing your password:


 


    This can happen if you use Windows to save passwords. A saved password does not always update when a     password changes.


    HealthXnet recommends that you do not save your password in Windows.


    To disable the Auto Complete option in Internet Explorer 9 - 11:

    Select Tools | Internet Options | Content

    In the Auto Complete section, click Settings

    Uncheck the box ‘User names and Passwords on Forms’

    Click OK



  HOW DO I DELETE A STORED PASSWORD IN WINDOWS INTERNET EXPLORER?

    There are two ways to delete a stored password.

    1.   Delete user ID and password from the HealthXnet login screen in Windows Internet Explorer

    Go to the HealthXnet login screen and double click the User ID field.

    Point (hover) over the UserID you wish to delete (do not click on it, just point to it so it is highlighted)

    Press the Delete button.

 

    2.   Delete saved passwords in Windows Internet Explorer 9 - 11:

    Select Tools | Internet Options | Content

    In the Auto Complete section, click Settings

    Click Delete Auto Complete History

    Check the box for Passwords

    Click Delete

    * Click Ok

    Click OK again to exit Internet Options



  DO I HAVE TO CHANGE MY PASSWORD?

    Yes. Your password expires every 90 days. You are required to create a new password when your password expires     and it must be different from the old password.


 

  HOW DO I CHANGE MY PASSWORD?

    OPTION 1:

    Log in to HealthXnet

    Click the ‘Change Password’button in the upper right corner of the Welcome Screen

    Enter your new password twice

    Click Submit  

    OPTION 2:

    Log in to HealthXnet

    Click the ‘My Profile’ menu option (password protected)

    Click the ‘Change my password’ button

    Enter your new password twice

    Click Submit

 

    Passwords must be at least 6 characters long, include at least one number and at least one lower case letter.


  HOW DO I SET UP MY PROFILE? 

    Log in to HealthXnet and click the ‘My Profile’ menu option

    Enter your password

    Enter or verify the following information:

    Work phone

    Email Address

    Work address

    Security challenge question

    Security challenge answer

    Verify the information you entered is correct

    Click on the ‘Update’button to save your changes



  WHAT IS A SECURITY CHALLENGE QUESTION/ANSWER?
    This is a security precaution. The challenge question must be answered to have a new password emailed to you, if     you choose to reset your password online. (See ‘I forgot my password’)



  WHY AM I BEING ASKED TO LOG IN AGAIN?

    HealthXnet users are automatically logged out of the system after 40 minutes of inactivity. You will be required to log     into the system again if you have not used the system for 40 minutes or more.



  WHAT IS AN AUTHORIZED REQUESTOR?

    An authorized requestor is someone from your organization that is on file with HealthXnet as the person authorized     to request new user accounts.

    An authorized requestor must sign all new user request forms. 


  WHO IS MY AUTHORIZED REQUESTOR?

    Contact HealthXnet Support to find out who the Authorized Requestor is in your organization.

 

 

HOW DO I ADD, CHANGE, OR DELETE A USER IN HEALTHXNET? 

        

  ADD A NEW USER

    Complete the New User Request Form and submit it to HealthXnet Support using the fax number and email address     that is on the form.

    The new user, as well as the authorized requestor must sign the form.

    HealthXnet will assign a login ID and password and send that information to the Authorized Requestor and/or to the     User. If you do not receive this information within three business days please contact HealthXnet Support.


 CHANGE AN EXISTING USERS PROFILE INFORMATION

    A user may update the following information in ‘My Profile’:

    Work phone

    Work email (required to reset forgotten password)

    Work address

    Security challenge question(required to reset forgotten password)

    Security challenge answer(required to reset forgotten password)


    Please contact HealthXnet Support to process a legal name change

    An Authorized Requestor must request a change to a user’s level of access

 

   DELETE A USER

    An Authorized Requestor can email or fax a request to HealthXnet Support to delete a user.   



PROVIDER IDS


  WHY DO MY PROVIDER IDS NEED TO BE ON FILE WITH HEALTHXNET?


HEALTHXNET INQUIRY TYPE:

REASON PROVIDER ID IS REQUIRED:

ELIGIBILITY INQUIRIES

For all payers, a Provider ID must be included in the eligibility request, or the inquiry will result in an error and not be processed. For certain payers, the Provider ID selected and submitted must be enrolled with the payer, or the inquiry will return a ‘Provider not on file’ or similar error.

CLAIM STATUS INQUIRIES

For all payers, the Provider ID selected and submitted must match either the rendering or pay to Provider ID submitted on the claim.

PREAUTHORIZATION and REFERRAL INQUIRIES

For all payers, the Provider ID selected and submitted must match the rendering, referring, or primary care physician Provider ID on the authorization.



  WHY DOES IT MATTER WHICH PROVIDER ID I USE WHEN SUBMITTING AN INQUIRY?


HEALTHXNET INQUIRY TYPE:

REASON TO SELECT CORRECT PROVIDER ID:

ELIGIBILITY INQUIRIES

For certain payers, the Provider ID selected and submitted must be enrolled with the payer, or the inquiry will return a ‘Provider not on file’ or similar error

 

For certain payers, the details of the eligibility benefits returned on your inquiry are determined by the taxonomy code on file with the payer for the Provider ID submitted. Different providers may get different details in their responses from these payers.

CLAIM STATUS INQUIRIES

For all payers, the Provider ID selected and submitted on your inquiry must match either the rendering or pay to Provider ID submitted on the claim.

 

If the claim was submitted to the payer using the Facility NPI, the Facility NPI must be selected on the claim status inquiry.

 

If the claim was submitted to the payer using the individual Provider NPI, the Provider NPI must be selected on the claim status inquiry.

 

If the inquiry is submitted with an NPI that does not appear on the claim, no match will be found and no response will be returned by the payer.

PREAUTHORIZATION and REFERRAL INQUIRIES

For all payers, the Provider ID selected and submitted must match the rendering, referring, or primary care physician Provider ID on the authorization.

 

If the preauthorization or referral was approved for a specific facility, the Facility NPI must be selected on the inquiry.

 

If the preauthorization or referral was approved for a specific Provider, the Provider NPI must be selected on the inquiry.

 

If the inquiry is submitted with an NPI that does not appear on the preauthorization or referral, no match will be found and no response will be returned by the payer.



  HOW DO I ADD, CHANGE, OR DELETE A PROVIDER IN HEALTHXNET? 

    Please contact the HealthXnet Support Desk.


  I GET AN ‘INVALID PROVIDER ID,’ ‘PROVIDER NOT ON FILE,’ OR ‘PROVIDER INELIGIBLE FOR INQUIRIES’ ERROR. 

    Contact the payer if:

    You need to verify that the NPI the payer has on file as part of their network system is correct.

    Contact HealthXnet Support if:

    The NPI listed in the HealthXnet application is not correct.




GENERAL 

  WHY AM I GETTING AN ERROR MESSAGE IN HEALTHXNET?

    Please contact your organization’s IT Support department if you get:

    A Microsoft Windows error message

    A network connection error message

    Or, you cannot access the internet at all 

  

    Please contact HealthXnet Support, if you get:

    An error from the HealthXnet system

 

    Try your inquiry again if you get a ‘Timeout’ message from the payer.

        

    You can avoid many errors by enabling JavaScript on your computer. The next section has information about     enabling Javascript.


  HOW DO I ENABLE JAVASCRIPT ON MY COMPUTER?
    Internet Explorer

    Select the Tools menu option in Internet Explorer

    Select Internet Options, the last sub-menu option

    Click on the Security tab. Make sure the ‘Internet’ icon is selected (it looks like a world globe)

    Select the ‘Custom Level...’ button

    Scroll down the Settings list to the Scripting item. (You may need to double-click on icons to expand lists)

    Under the ‘Active scripting’ item, choose the ‘Enable’ radio button

    Select OK and Yes to confirm and close the Security Settings dialog box, then OK again to close the Internet                 Options dialog box

    Refresh the current page

    Javascript must be enabled.

    You may experience application errors if Javascript is not enabled.

 

  HOW DO I ADD HEALTHXNET TO MY LIST OF TRUSTED SITES?

    Your organization's network may have a high level of security on its network firewall, and this can sometimes cause     problems for the user when accessing HealthXnet. To avoid potential problems, we recommend that you add     HealthXnet to your list of trusted sites in Internet Explorer.


    Internet Explorer

    Select the Tools menu option in Internet Explorer

    Select Internet Options, the last sub-menu option

    Click on the Security tab. Make sure the ‘Trusted Sites’ icon is selected (it looks like a green check mark)

    Select the ‘Sites’ button

    Add this website to the zone: https://www.healthxnet.com (Be sure to use https, not http)

    Select Add and Close to close the Security Settings dialog box, then OK again to close the Internet Options dialog     box

    Refresh the current page

    Adding HealthXnet to your list of trusted sites in Internet Explorer does not change your organization's firewall     settings or security.


  WHICH PAYERS ARE 'PARTICIPATING' OR'NON-PARTICIPATING'?

    View the HealthXnet Payer List for a current list of 'Participating' and 'Non-Participating' health plans available     through HealthXnet.

 

 ‘VIEW RESULTS IN PRINTER FRIENDLY FORMAT’ IS CHECKED, BUT NOTHING HAPPENS WHEN I RUN THE INQUIRY. WHY?

    Your browser may block Popup windows.  

 

    Configure your browser and all add-ons - like the Google search toolbar - to allow popups from     https://www.healthxnet.com.

  ‘VIEW RESULTS IN PRINTER FRIENDLY FORMAT' IS CHECKED, BUT THE POPUP WINDOW IS BLANK. HOW DO I FIX THIS?

    A security setting in your systems browser may be causing this. To stop this from happening, add     https://www.healthxnet.com to your trusted sites in Internet Explorer.

    Select the Tools menu option in Internet Explorer

    Select Internet Options, the last sub-menu option

    Click on the Security tab

    Select Trusted Sites by clicking on the green check mark icon

    Click the Sites button

    Under ‘Add this site to the zone:’ enter https://www.healthxnet.com (Note: use https, not http)

    Click on the Close button

    Click OK

    Exit and Restart Internet Explorer

 

  HOW DO I GET BACK TO THE WELCOME PAGE

    The Welcome page is the first page you see after logging into HealthXnet.

        

    You can navigate to the Welcome page at any time by clicking on the word ‘Home’ in the orange bar at the top left of     the screen.

 

  HOW DO I GET TO THE HEALTHXNET STATUS PAGE?

    Access the HealthXnet Status page from the menu option.


  WHAT BROWSERS DOES HEALTHXNET SUPPORT?

BROWSER:

STATUS:

·   Internet Explorer 9

·   Internet Explorer 11

Supported

·   FireFox

·   Chrome

No known issues with current versions, but not officially supported.

·   Other Browsers

Not supported




PAYER SPECIFIC 

  CAN I ENTER PATIENT INFORMATION JUST ONCE AND RUN AN ELIGIBILITY AND BENEFITS INQUIRY FOR ALL PAYERS?

    No. Only one member and one health plan system can be queried at a time.

         

    There is an option to submit a batch file to different state Medicaid offices. Please contact HealthXnet Support for            more information.


  HOW DO I PRINT AN INQUIRY RESULTS SCREEN? 

    OPTION 1:

    At the bottom of every inquiry request screen there is a check box labeled ‘View Results in Printer Friendly Format’

    Check this box before submitting your inquiry

    A new window will open with your inquiry response, but without the HealthXnet graphics

    You may either select the print option from your browser window, or click on the word print at the top right of the     new window

    Close window when done


    OPTION 2:

    In the top right corner of each HealthXnet window, the word ‘printable’ appears on the orange bar

    Click on this word to open the current screen in a new browser window, but without the HealthXnet graphics 

    You may either select the print option from your browser window, or click on the word print at the top right of the     new window

    Close window when done


  WHY ARE CERTAIN PAYER INQUIRIES SOMETIMES UNAVAILABLE?

    Hours of availability for payer systems vary. Our goal is to connect to the payer’s real-time system as much as they     make it available - 24 hours a day, seven days a week, and 365 days a year.


    Most payers schedule regular service outages to allow for system maintenance.

    Check HealthXnet Status for payer system status and system scheduled maintenance information.


  WHY CAN I SEARCH BY SOCIAL SECURITY NUMBER (OR NAME & DATE OF BIRTH) FOR SOME PAYERS  BUT NOT FOR OTHERS?

    Each payers has their own search criteria options. HealthXnet tries to provide as many options as the payer makes     available.

  WHY AM I NOT FINDING MY PATIENT'S INFORMATION?

    Check the member information for accuracy when performing inquiries.

    Each payer has its own criteria for performing searches on its members’ data. The information used in an inquiry             must match the information exactly as it is in the payer's system in order to get a valid response.

    If you are not receiving a valid response to your inquiry, check the following:


      DID YOU SELECT THE CORRECT INQUIRY TYPE OR INPUT THE CORRECT INFORMATION IN THE RIGHT     FIELDS?

    Select a dependent inquiry type if it is available when searching for an insured dependent.  

    Enter the Social Security Number in the Social Security Number field, or the Member/Subscriber ID in the     Member/Subscriber ID field, if the two options are available for searches.


      WAS THERE A TYPO ON THE INQUIRY?

    Check the member information for accuracy and retry the inquiry.  

    If a member's name, ID, date of birth or other information is mis-keyed on an inquiry, the payer will return no     responses. The ‘Inquiry Processed’ section at the top of the response screen shows the information that was used for     the inquiry.

          

      DID THE MEMBER'S NAME CHANGE?

    Check the name of the member or the dependent for accuracy.

    Search again using the member's or the dependent’s previous name if they had a name change. The information     entered in the request may not match the information in the payer's system.  


      WAS THE CORRECT PROVIDER ID SELECTED FOR THE INQUIRY?

    Check the provider ID and select the correct provider ID.

    Some payers return data specific to the enrollment status or specialty of the provider and the provider ID on file. You     can try submitting your inquiry with a different Provider ID.

 

      WAS THE CORRECT DATE (OR DATE RANGE) OF SERVICE SELECTED FOR THE INQUIRY?

    Use the correct service date range or date of service.

 

    The payer will return no responses if the payer does not have information on the member for the date(s) of service     submitted on an inquiry.


      DID THE MEMBER'S INFORMATION CHANGE?

    Check the member information for accuracy and retry the inquiry.  

    The payer will not return a response if the information used in the inquiry does not match the information in the payer     system.


      DO YOU THINK THERE IS AN ISSUE WITH THE PAYER?

    Contact HealthXnet Support if you get no response for a member who should be in the payer's system for the criteria     entered on the inquiry.

 

  HEALTH PLAN DOES NOT APPEAR ON PICK LIST?

    HealthXnet may turn off access to a payer because the payer are having system issues and is temporarily offline.  

    Some payers have regularly scheduled maintenance outside of regular business hours and may not appear on the     health plan pick list during that time.

    Check HealthXnet Status for payer system status and system scheduled maintenance information.


  INQUIRY IS TIMING OUT?

    Increased volume on the payer's system can cause time-out issues.  

    If the timeout message says, “Resubmission allowed”, try the inquiry again in a few minutes.

    Some inquires may timeout outside regularly scheduled business hours when a payer is undergoing system     maintenance.  

    Check HealthXnet Status for payer system status and system scheduled maintenance information.

  DO MEDICARE ELIGIBILITY INQUIRES SHOW SECONDARY BILLING INFORMATION ON THE RESPONSE?

    Not always.

    Have the member call the Medicare Coordination of Benefits Customer Care to fix issues with secondary information     not showing up in Medicare search results.

    Have the member call the other insurance provider to let them know they have coverage with Medicare as well.

    CMS Medicare does not know that a member has other insurance if the member does not tell them that they have     other insurance. In addition, the insurance company does not know that the member has Medicare unless     the member tells them.  

 

  MEDICARE HAS THE WRONG DATE OF BIRTH IN THEIR SYSTEM FOR A MEMBER. HOW DO I FIX IT?

    The member needs to call the Social Security Administration to correct his/her date of birth in the system.

    The information entered on a Medicare inquiry must match the data in CMS Medicare's system or a response cannot     be returned. In some cases, a patient's date of birth is incorrect in the CMS Medicare system. According to MCARE,     the date of birth in their system matches the date of birth on file for the member with the Social Security     Administration.


  WHAT DOES ‘W’ MEAN IN “NETWORK STATUS”?

    ‘W’ means 'Not Applicable'.The benefits are the same regardless of whether they are In Plan-Network or Out of     Plan-    Network. It could also mean a Plan-Network does not apply to the benefit type.


  WHAT IS A DUPLICATE SUBSCRIBER ID/INSURED NUMBER?

    The payer has more than one subscriber ID for a member. Please look at the member's insurance card or call the     payer to confirm which subscriber ID is valid.

 

  HOW DO I KNOW WHICH BLUE CROSS BLUE SHIELD STATE TO SELECT WHEN SEARCHING ELIGIBILITY INQUIRIES?

    Select the state the provider is enrolled in.

 

    Example: If the provider is enrolled with BCBS of Texas, then choose BCBS of Texas. You should see eligibility  and     benefits of all BCBS members.

 

    Example: If you are aprovider in New Mexico and enrolled with BCBS of New Mexico. Choose BCBS of NM.You     should see eligibility and benefits of all BCBS members.


BILLING 


  HOW DO I CHANGE MY CONTACT INFORMATION?

    Please contact HealthXnet Support for assistance.

  

  CAN I PAY MY INVOICE ONLINE?

    Yes! Click on ‘Pay My BillOnline’ on HealthXnet's main page. Please have your Customer ID and Invoice Number     ready to complete the online payment transaction. The Customer ID and Invoice Number is on your invoice.


 


 

  CAN I HAVE MY MONTHLY INVOICE EMAILED TO ME INSTEAD OF MAILED?

    Yes!

    HealthXnet can email your monthly invoices to you as a PDF document. Contact HealthXnet Support to change your     billing preferences.