Frequently Asked Questions

All calendar months with 31 days or 28/29 days will be considered a 30-day billing cycle (inclusive of date of registration).

The subscription gets renewed automatically after every 30 days using the card details provided by you during enrollment.

A proforma invoice will be provided 10 days prior to the end of the current billing cycle. It will indicate the estimated invoice amount and the autopay date.

All postage will be charged at the “Actual Cost with Surcharges” and will be billed on a bi-monthly calendar basis. A separate invoice will be generated for the postage cost on the 2nd & 17th of every month and will be sent to your registered Administrator email ID. Payment will be auto deducted as per the date specified in the invoice.

Yes. For all auto payments made, you will receive a confirmation email including the status (success/failure) sent to your registered Administrator email ID.

• For subscription auto payment “Failed” status, your subscription will not be renewed and you will not be able to submit the documents. Once you complete the payment manually, your services will be accessible. However, it is advisable to fix the auto payment mode prior to the next billing dateto avoid the same issue during the next billing cycle.
• For postage auto payment “Failed” status, you will need to make the payment manually and directly in the PCH Global system. It is again advisable to fix the auto payment mode prior to the next billing date.

For the Plan that you select, your base user subscription plan allows you to submit the specified maximum transactions within the subscription period. In the event you wish to transact with additional submissions (depending on your transaction requirement for Exclusive or Other Payers), you can go to the “Purchase Add Ons ” option under “Manage User” >>> “My Profile” >>> “Subscriber Details” >>> “Add Ons” >>> “Purchase Add Ons” with additional cost as per the Pricing plan.

Yes, absolutely. All upgrades will become effective immediatelyand all roll-downs will be effective from the next billing cycle.

• Tax is calculated based on the address provided in “Plan Subscriber Information” menu in “My Account Setup” or “My Profile” module.
• When you sign in as a “New User,” please make sure you check the “Tax-Exempt” check box and upload a copy of the tax exemption certification as a mandatory requirement.
• If your organization is eligible for tax exemption after the subscription process, you can always upload the tax exemption certification by using the “My Profile” Menu, “Subscriber Information” Tab.
• Your tax exemption certificate will be validated by us; until then, the applicable taxes will be charged.
• Upon tax exemption validation confirmation, you will not be charged applicable taxes.

You can view your current subscription details under “My Profile” >>> “Subscription Details”.

You can view your current subscription details under “My Profile” >>> “Subscription Details”>>> “Billing History”.

You can view your payment information under “My Profile”>>>”Subscription Details”>>>”Billing History” along with invoice details. You can also view the “Invoice and Payment Reports”.

A submission defines a set of documents pertaining to a single patient depending on the transaction type. For Example: a secondary claim can have a Claim & an EOB of a primary payer. Similarly, an Appeal could have an appeal letter along with medical records.

A tracking number will be assigned by the system for each submission, which will be used for tracking and billing purposes.

Claim to Include but not limited to:

Professional, Institutional & Dental Claims, Primary / Secondary/ Tertiary Claims with EOB/EOMB, Corrected Claims, Resubmission Claims, Member Claims, Roster Claims and Vaccination Claims.

Attachment for Appeals & Grievances to Include but not limited to:

Appeals and Grievances, Medical Records, Clinical Records, Additional Information, Copy of EOB/EOMB, Critical Claim Information, Consent Form, Trauma Report, Claim Payment Dispute, Claim Payment Dispute- Proof of Timely Filing/Member Cost Share/Claims Editing (CCI/LCD/NCD).

Other Attachment Include but not limited to:

Copy of ID Card, Copy of Medicare Card, Date of Injury, Invoice, Itemized Bill, Pre-Certification/Authorization Information, Referral, W9, Cost Containment-Overpayment/Refund/COB & Hospice, Provider Information Change Form, DME Review.

• Upload your documents in any of the predefined acceptable formats (like JPEG, TIFF, PNG, PDF) to PCH Global.
• Make sure not to upload print protected, password protected files & files with fillable PDF Forms.
• Post-upload, the documents will be transmitted to the respective Exclusive Payer that you have selected.
• Usage is calculated based on number of submissions.

Yes. However, for each submission you can submit Appeal, Claim, Correspondence /Documents for a single patient for the Exclusive Payers. You can repeat the same processes for additional patients.

• Upload the documents in any of the predefined acceptable formats (like JPEG, TIFF, PNG, PDF) to PCH Global.
• Make sure not to upload print protected, password protected files & files with fillable PDF Forms.
• It will be automatically printed and mailed to the respective P.O. Boxes of the Other Payers that you have selected.
• You will be charged on an “image” basis along with the postage & surcharges at actuals.
• All undeliverable mails will be returned to the address indicated in the “Return Mail Address.”

Yes. The maximum allowable file size is 100 MB per submission. Multiple files are allowed per submission within the maximum allowable file size.

Yes. The user can directly enter the Claims details i.e. Professional, Institutional and Dental claims using our “Direct Entry” option under “Document Submission” menu. The user also has the option of attaching supporting documents along with the claims entered using the “UPLOAD” tab in the respective claim forms selected screens.

Yes. Use the “Roster Billing” option under “Direct Entry” to enter these vaccinations claims containing multiple patient data. Also, note that this option is available for the Exclusive Payers alone. For these claims, the number of documents submitted is calculated based on the number of claims for each patient.

ICN – Internal Control Number. For each document submitted, the system generates the ICN number.

If the appeals, claims, correspondence, or attachment submitted has appeals/claims of different patients or multiple appeals/claims, then the Primary ICN created by PCH Global while submission would be the Parent ICN.

If the user searches through the Parent ICN, the multiple patient appeals/claims submitted via the Parent ICN would be displayed in the “Document Search” and “Document Status report”. Each of these multiple appeals/claims would have their own ICN.

Yes. PCH Global allows you to initiate a resubmission process.

Please sign in to PCH Global and check the status in the “Document Search” option. You can check the status anytime, anywhere.

Alternatively, the user can check the status through Reports – “Document Status report”. The document status would either be Accepted, Submitted, Mailed, or Rejected.

For Exclusive Payers, if the Appeals/Claim/Correspondence/Attachment/Document is accepted, then it would have a DCN number under the Client DCN.

For Other Payers, the mail tracking number could be used to track the documents when mailed through USPS Certified, USPS Express Overnight, FedEx Normal, FedEx Overnight, UPS Normal and UPS Overnight.

Please use the “Add New Payer” option in the “Document Submission” menu and add the required payer. You can then submit the Appeal/Claim/Correspondence & attachment. These payers will be considered as a part of “Other Payers.”

Unfortunately, not. Once added payers cannot be modified.

When a new Exclusive Payer is added, the list is updated in the system and you are able to see it in the Payer List in the Notifications menu.

The “Usage Tab” in the “Document Submission” will allow the user to track the number documents remaining including the bundle transactions (if any) for Exclusive Payers and number of images for Other Payers.

Yes. You have the option to select the Postal carrier.

We provide services through USPS, Fedex and UPS. Overnight service delivery option is also available.

Yes. You are able to track all of the submissions opted for through USPS Certified, USPS Express Overnight, Fedex, Fedex Overnight, UPS and UPS Overnight.

You are also able to get the Mail Tracking Number in the “Work Item”>>> “Document Search report” menu or under “Reports” This provides a status report along with the shipment date.

Yes, we facilitate overnight services for using USPS Express Overnight, Fedex Overnight & UPS Overnight. File upload cut-off time is 10:00 AM EST. Files received after the cut-off time will be staged for next day overnight shipping service.

This may be a result of the following:

• You have not paid your outstanding payment (or)
• Your subscription period has ended (and/or)
• You have not renewed your plan.

If the remaining documents or images are showing in negative, it means that you have submitted more than the allowable transaction limit of your selected plan. This excess transaction count will be considered as Used transactions in the next subscription plan period and adjusted with the allowable transaction limit.

Unfortunately, not. As a first step, this user’s profile should be declared inactive. Then, you can choose to add another user by using the “Add” option in the “User Management” screen.

The PCH Global system allows multiple facilities/providers to register through the Admin User. Depending on the plan selected, the Appeal/ Claim/ Correspondence/ Attachment/ Document can be submitted by the users.

When this message is provided, the user can proceed to create the user name as currently there is no user created with this user name in the system.

You can have any number of users at any time during the subscription

Go to “Manage Users” >>>”My Profile Details” use “Change Password” tab to change the Password.

Note: This feature is not available for Google Sign In users.

Yes. Please contact the PCH team 1-877-477-2748 /1-866-468-7907or send an email to NewPCHGlobal.Support@Exelatech.com

Cancellation requests should be made at least seven (7) days prior to the end of the current subscription period by placing a request in the system. Alternatively, you may contact 1-877-477-2748 /1-866-468-7907 or email NewPCHGlobal.Support@Exelatech.com.

For Exclusive Payer:

No additional fees for submission of Appeals/ Claims/ Correspondence/ Attachments/ Documents when submitted to Exclusive Payer are charged for a period between the cancellation request and the confirmation

For Other Payer:

Yes, during the period between the cancellation request and the confirmation, when you submit to Other Payer, you will be charged postage at actual cost.

Unfortunately, no. Refunds will not be provided.

Pausing a plan (be it for a short/long period) is not permitted.

Plan roll-down will be enabled only when you are currently in a Professional or Enterprise Plan. When you downgrade your plan, your new plan will come in to effect only after the current billing cycle.

Sponsored Users are those who are currently subscribed to the Sponsored Plan in PCH Global through promotion of one or more our Exclusive Payer.

During the promotional period of 90 days, you can submit Appeals/ Claims/ Correspondence/ Attachments/ Documents to any Exclusive Payer from our network, free of cost. In addition, you can also submit Appeals/ Claims/ Correspondence/ Attachments/ Documents to Other Payers using the Print on Demand functionality by paying only for postage & surcharges.

During or after the promotional period of 90 days, you can subscribe to any of our plans to submit Appeals/ Claims/ Correspondence/ Attachments/ Documents to any payers. Your subscription will not affect your ability to submit Appeal/ Claims/ Correspondence/ Attachment/ Documents to your sponsored Exclusive Payers, and you can submit Appeals/ Claims/ Correspondence/ Attachment/ Documents without any limitation on the number of documents submitted.

If you choose not to subscribe to any plan, you will continue to use your privilege of submitting Appeals / Claims/ Correspondence/ Attachments/ Documents free of cost to those Exclusive Payers who sponsored your Subscription to Sponsored Plan to PCH Global.

To receive the full benefits of the Payer Promo Code, you need to enter the Payer Promo coupon code during the initial registration while selecting the plan using “My Account Setup”.

If the Payer Promo Code is used after the initial subscription, you will have the privilege of submitting Appeals/ Claims/ Correspondence/ Attachments/ Documents free of cost to those Exclusive Payers who sponsored the promotional subscription offer.

The Promo Codes are offered by Payers sponsoring PCH Global for its network providers. Providers can obtain the Promo Code directly from their Payers. Payers can also contact Exela to learn how to offer a Promo Code for their network providers by emailing NewPCHGlobal.Support@Exelatech.com.