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The Mercury Medical support package provides the highest level of customer service, ensuring users are on the latest version while remaining compliant with all federal and state regulations. Mercury Medical users have access to technical help with a one-hour response time and an average solve time of four hours.
Mercury Support Package Includes:
- Software Version Updates: Annual and Maintenance Updates, as required
- Programming Services: Modifications and Corrections to Software; Error Correction; and Configuration Support
- Guaranteed Connection to Insurance Companies and Clearinghouses
- Updates and Corrections to Documentation and Forms, as dictated by Insurance Carriers and Regulatory Groups
- Training and Re-training on Best Mercury Medical Practices
- Support Technicians Assist Mercury Medical users via email; phone; and remote meetings.
- Support hours are 8:30AM and 5:30PM, Central Time, Monday through Friday, excluding vendor’s holidays:
All legal US holidays including: Memorial Day, Independence Day, Labor Day, Thanksgiving Eve beginning at noon, Thanksgiving Day, Friday after Thanksgiving Day, Christmas Eve beginning at noon, Christmas Day, New Year’s Eve beginning at noon and New Year’s Day.
Mercury Medical Users who need assistance should contact us by:
Calling us at 888.316.3247 x 111
Our trainers are committed to making learning Mercury Medical as simple as possible. That’s why our interactive Level One Training course is comprised of four training sessions that focus on key elements of Mercury Medical. In Level One, you’ll learn how to: set up patient accounts; enter charges/services; manage patient accounts: input patient comments, demanding statements, letters and claims to accurate account aging with complete payment and adjustment history at the charge line level; bill UB04, CMS 1500 claim forms, and/or electronic transmissions; and best practices reports training.
Each session lasts approximately one hour; the training course can be completed over two weeks or one month. Our instructors facilitate training remotely, and provide trainees with hands-on learning opportunities. A recording of each training session can be provided at the customer’s request.
*Ask us about the additional training courses we offer for Managers, Department Leads, and IT Staff.
CrisSoft’s documentation includes: User Manuals; Run Guides; IT Procedures; Release Notes. Additionally, we are growing our movie catalog to include how to tutorials.
Mercury Medical users can request specific documentation and tutorials.
Switching software is a challenge for any office. An implementation team is assigned to every new Mercury Medical account to anticipate and alleviate the common and not-so-common struggles that come along with changing software. Implementation follows the steps necessary to build the database(s), set up the master files, format the claims and transmission file formats to manually and/or electronically bill insurance companies and clearinghouses. The implementation team will work with new users to assure claims are accepted by insurance companies and clearinghouses. Each account will be designated an account manager to facilitate regular check-ins throughout the partnership.