Frequently Asked Questions

Hot Topics

• We changed our fees for the new year, can we change the fees on the treatments we already planned?
• How can we associate ICD-10 codes with procedures?
• Chrome asks me if I want to prevent a page from creating additional dialogs. Should I check the box? (NO!)

Technical Aspects

• What fixes have been applied lately?
• How can I search my report for text like the patient's name?
• What are the recommended system requirements?
• I am not an administrator, how can I change my own password?

Patient Records

• The patient's insurance has changed. How can I update it?
• The patient's insurance changed after I already submitted the claim. How can I re-create the claim under the new plan?

Scheduling and Appointments

• I notice there are letters icons “P” and “S” on some of my appointments in the Scheduler window. Sometimes they are different colors. What do those mean?
• We have several locations. Patients can choose whichever office they wish for treatment. How do I make an appointment on the Scheduler for an existing patient who is based in office A but wishes to have treatment in office B?
• Can I override the closed hours in the Scheduler and place all or part of an appointment in closed hours?
• How does the scheduler open?

Patient Communication

• Our office staff needs to be alerted regarding information on a specific patient. How can we get something to appear with the information when we access a particular patient?
• I want to follow up with the patients that have had implants.  How can I find the patients and track the calls?
• How can I send a calendar item that will go into my patient's Outlook calendar?

Charting

• How do I chart treatments a patient received prior to coming to our practice?
• How do I chart pre-existing or current conditions?
• How do I create a plan for treatment?
• How do I change a planned treatment to completed?
• How do I record periodontal exam findings?
• How can I compare the current periodontal exam with a previous one?
• I don't like the way the prompt moves through the teeth in a periodontal exam.  Can I change it?
• What are the most common voice commands for periodontal charting?
• I hear there is a new version of the Periodontal module, what does it look like?

Billing, Fees and Claims

• How do I know which fee schedule will apply?
• The patient's insurance changed, how can I re-estimate the fees for planned treatments?
• Can I change the carrier on an outstanding claim?
• The family deductible on the insurance plan is not calculating correctly, what is wrong?
• We updated our fee schedule, but most of the patients show the old fees, what is wrong?
• What happens if we send ICD-9 codes to carriers after the deadline?

Insurance

• How can insurance maximums be reset for the anniversary month?
• How do I confirm with the carrier, that a procedure will be covered? (Preauthorizations/Predeterminations)
• My dental carrier now requires ICD-10 codes. What do I do?

Setup

• A user entered his password incorrectly and now the account is locked. How do I unlock his account?
• How do I deactivate a user's account after they leave the practice?
• What setup is required to use ICD-10 Codes?