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Last Modified: 1/23/2019 Location: FL, PR, USVI Business: Part A, Part B

What SPOT can do for you – use secure messaging to file appeals

Save time and money by corresponding electronically with First Coast

Mailing documents to First Coast Service Options Inc. (First Coast) offices in Jacksonville, Fla., is no small expense, particularly when you have to submit additional documentation in support of claim appeals. Between making copies and mailing reams of paper, these costs can add up quickly.
With the availability of portable document formats (PDF) through its secure messaging tool, First Coast’s SPOT (Secure Provider Online Tool) offers you a more convenient solution for handling correspondence. “The SPOT is the way to go. No more filling out forms and then having to fax or mail them in. By using SPOT, we also received those payments quicker than if we had faxed or mailed the request,” said Kristin Gunn, an experienced medical biller with South Florida Revenue Cycle Specialists.
The secure messaging feature within SPOT allows users to select and submit appeal requests, overpayment forms, and additional development requests (ADR) from SPOT to First Coast’s e-documentation system. In addition, it also allows users to include support documentation as required.
“I spend 30-45 minutes a day logging appeals in a spreadsheet to track where we were in the process. We handle 20-30 appeals each day. This adds up to a lot of time for me and for my team handling appeals. When SPOT added secure mail to handle appeals too, it was like, wow this is so great. SPOT just keeps getting better,” said Kristin Sierens, a University of Florida/Shands Supervisor.
Besides claim redeterminations, SPOT’s secure messaging feature offers access to other Medicare processes, helping to save time and money for both Medicare Part A and Part B providers.

Available secure messaging forms

Additional claim development response - Respond to ADR requests for prepay claim
Claim redetermination request - Level 1 appeal request
Claim reopening request - Clerical reopening form (Part A)
Electronic Data Interchange enrollment form
General inquiry request - Questions about Medicare program/policies
Provider Audit & Reimbursement - Documents related to annual cost report filing.(Part A)
Medicare Secondary Payer (MSP) overpayment form - Voluntary refund of an overpayment for an MSP claim (Part B)
Non-MSP overpayment form - Voluntary refund of an overpayment for a Non-MSP claim (Part B)
Overpayment redetermination request - Appeal of an overpayment decision (Part B)
As one provider discovered, SPOT allows you to quickly handle an overpayment request. “SPOT made it so easy to resolve the issue. We checked the physician’s records to see if we billed an incorrect patient number among other things. Then I checked the eligibility tab on SPOT, checked the date of service. I made a screen print from SPOT and sent it through the secure mail. You hit ‘send’. Boom. There it goes. No visits to the post office,” said Gunn.
First Coast recently upgraded the secure messaging tool allowing Medicare providers to submit documents using the Adobe® Acrobat PDF. Prior to this improvement, SPOT account holders were required to convert some electronic documents to a tagged image file format (TIFF).
In addition to secure messaging, Medicare providers have several tools available to diagnose, correct, and prevent denied claims. SPOT gives you the ability to view claims status and patient eligibility information online, conduct detailed data analysis at the claim and provider levels, reopen claims to make clerical corrections on multiple lines, and submit redeterminations and additional development responses (ADRs). First Coast offers SPOT to providers at no charge.

How to get your SPOT account

First Coast provides a step-by-step guide to assist you in establishing your SPOT account.
First Coast Service Options (First Coast) strives to ensure that the information available on our provider website is accurate, detailed, and current. Therefore, this is a dynamic site and its content changes daily. It is best to access the site to ensure you have the most current information rather than printing articles or forms that may become obsolete without notice.