Important information for providers registered to use Medical Attachments on Availity.com*

Digital Request for Additional Information (Digital RFAI) is coming soon.

When your organization registered to use the Medical Attachments application through Availity Essentials,* you also registered to receive digital notifications through that application. This makes it possible for Empire BlueCross BlueShield (Empire) to notify you digitally when we need documents to process your claim.

Beginning June 1, 2023, Empire will notify you through your Attachments Dashboard when we need medical records, itemized bills, or other documents required to process our Commercial member claims. You will no longer receive a paper letter or remittance advice when we need documents to process most claims.

Enabling more efficient processes

Each morning, you will receive Digital RFAI notifications in your Attachments Dashboard Inbox for claims we are unable to process because we need supporting documentation. For certain claim types, we will pend the claim, rather than deny. You will have 30 days from the notification to digitally submit the needed attachments.

If we don’t receive the needed attachments within 30 days, the claim will then deny, and you will receive a remittance advice. An additional notification will be posted to your Attachments Dashboard Inbox for up to 45 days to allow you to attach the documents to the notification.

How to prepare to receive digital notifications:

• Check your Medical Attachments application registration:
  • If you are already registered to use the Medical Attachments application, make sure all your billing NPIs are correctly registered.
  • Ask your Availity administrator to verify your registration.
  • Use the self-service learning module to help your Availity administrator check your registration.
• Check your staff’s security:
  • All team members needing access to attachment information should have these role assignments:
    • Claims Status
    • Medical Attachments
  • Ask your Availity administrator to confirm all the role assignments are correctly applied to the right team members. They need to have access to the organization ID (customer ID) for which the billing NPIs are registered.
  • Use the self-service learning module to help your Availity administrator check your team members role assignments.

Help, training, and support

In collaboration with Availity, we’ve developed training for your organization’s administrators about how to update the Medical Attachment registration:

Availity administrators can use this link to register for live training or to view the live training.

For associates who are responsible for sending attachments, we’ve developed an enhanced training session that walks through the Attachments Dashboard and many of the unique features that make it most efficient:

 Availity users with the Medical Attachments and Claims Status role assignment can use this link to register for live training or to view the live training.

Through this efficient process, we are receiving needed support documentation 50% faster than through the outdated method of mailing letters and receiving attachments through non-digital methods.¹ If you are using the PWK process to submit attachments, you may still receive Digital RFAI notifications in your dashboard, if:

• You didn’t send us the correct document.
• We need additional documents.
• The PWK attachment wasn’t received within seven days.

Resources available

Use the helpful resources for information that can help for a smooth transition to Digital RFAI notifications:

• Digital RFAI microsite
• Attachment Dashboard demonstration
• Frequently asked questions

For additional resources, call Availity Client Services at 800-282-4548.

 ¹ Source: Internal Digital RFAI provider satisfaction survey