Frequently Asked Questions
For your convenience we have compiled a list of the questions most frequently asked about our service.
If you can not find a satisfactory answer to your question below, please do not hesitate to call or email us.
Signing Up
Account Sign In
Account & Patient Profile Settings
Email Reminders
How We Bill You
All You Could Ever Want to Know About Claims
How you are Paid
Income
Privacy & Security
Free Months and Refer
835 Designation of a Trading Partner Form
MITS-Medicaid Information Technology System
Rhino Bill Customer Support Lines
Answers
What does the sign up process involve?
Switching to Rhino Bill is quick, easy and almost entirely online! You begin by clicking on any of the "Sign Up" buttons on the Rhino Bill home page. From there you will complete a series of online forms where you put in your information, agree to our terms, and setup your log in information. This process usually takes about five to ten minutes to complete.
You must have the following information ready when you sign up:
- Your Medicaid ID number
- Your NPI number if you are a nurse or agency
- If you were referred, the Rhino Bill username of the person that referred you
Now all you have to do is sign into your newly created account, create your patient's profile, and start billing!
You do not need to notify ODJFS or your current billing provider that you are switching in order to start submitting claims with Rhino Bill. You will however need to tell current billing company that you are canceling their services if you don't want to be charged from them anymore!
You will not be required to enter your automatic payment information (credit card, debit card, pre-paid credit card or checking account) until your trial month is over.
How long will it take until I can submit claims?
You will be able to submit claims immediately. After the sign up process is complete, just log in using the user name and password you created, create a patient profile and then you can start billing right away!The 835 Designation of a Trading Partner form is not stopping you from putting in your claims but does need to be done ASAP.
What patient Information do I need?
After you have created your account before you can bill you will need to put in your patient's information. What you will need is the patient's:
- Name
- Address
- 12 Digit Medicaid Number
- Sex
- Birthday
- Diagnosis Codes (the number that corresponds with your patients illness or disability aka ICD-9 codes)
- Discharge Date (Patient's date they were discharged from the hospital; only valid for 60 days)
- Prior Authorization (6 digit number that is required for special cases; contact your case manager to determine if it is needed)
- If your patient's condition was related to an accident and what kind of accident
- If you patient has other private insurance, even if it doesn't cover your services
Payer Type (Commercial, Group, Individual, HMO, etc.)
Claim Type (Commercial)
Company Name
Group Number
Policy Number
Patient's relationship to Policy Holder
Policy Holders Name & Birthday
Do I need to inform ODJFS or my old billing service that I am switching to Rhino Bill?
No, you do not need to notify anyone in order to start using Rhino Bill. ODJFS only cares that your claims are valid and that they come from an approved EDI trading partner (which of course Rhino Bill is). As for your old billing service, you don't need to cancel with them until you are comfortable using Rhino Bill.How risk-free is the "Risk-Free" trial month?
The risk-free trial month is completely risk-free! You do not have to cancel your service with your previous billing provider, and you can bill your claims through Rhino Bill absolutely free until your trial month is over. If you cancel your Rhino Bill service any time during your trial month, you will never be charged.If you are worried about getting paid in a timely manner, we suggest that you bill only a portion of your claims with us and use your old billing provider for the rest. That way you can compare side-by-side the convenience of Rhino Bill with your old billing provider.
How is Rhino Bill so much less expensive than its competitors?
Rhino Bill is able to be so much less expensive because we designed our business from the ground up to serve the needs of Agencies and Independent Providers who bill ODJFS for services covered by the Medicaid Waiver. This focus allows us to provide a better quality service at a lower price because it keeps our operations simple enough to allow us to automate many of the tasks that our competitors use their people to do. We let our computers do the hard work so that our people can answer your phone calls and respond to your emails promptly when you have questions or concerns. Unlike some of our competitors, we care a lot about small providers - they are our big customers and it shows! You can always expect friendly and helpful attitudes from our customer service team.Another added benefit of automating the claim billing process is that your claims will be accurately submitted to ODJFS. You don't have to worry about someone at Rhino Bill inputing your claim wrong. We send your information over to ODJFS exactly like you put it in.
I can't remember my password. What should I do?
If you forget your password, click on the "Forgot Your Password?" link on the sign in screen. You will be asked a series of questions to verify your identity. If you successfully answer the questions, an email will be sent to you with a link to a page which will ask you to create a new password.If you are unable to answer the questions you will need to call support.
How do I change my password?
To change your password, you must be signed into your user account. Once you are signed in, click on the "My Account" tab, and then click on the "Change My Password" link.I can't remember my user name. What should I do?
If you forget your user name, you need to call support. You will be asked a series of questions to verify your identity.Why can't I sign in to my account?
If you are not new to Rhino Bill and you cannot sign in, you may be using the incorrect user name or password. If this occurs, you will be given an error message. If you attempt to log into your account too many times with an incorrect password you will be locked out. If this occurs you will need to call support.You are also not allowed to sign into your account if you have cancelled it. To un-cancel your account and regain access to it you will need to call support.
How do I update my information?
To update your information, you must be signed into you user account. Once you are signed in, click on the "My Account" tab then, click on the "Edit My Provider Information" link.How do I cancel my account?
Once you are signed in click on the "My Account" tab, then click on "Permanently Cancel My Rhino Bill Account". Once you have done this you will not be able to log into your account again.If you decide to come back to Rhino Bill again you can call support and we will un-cancel your account.
How do I create a new patient?
To create a new patient you must be signed into your user account. Once you are signed in, click on the "My Patients" link then, click on the "Add a Patient" link. You will need this information for your patient.How do I set up my weekly email reminder?
To set up your weekly e-mail reminder you must be logged into your user account. Once logged in, click on the "My Account" tab then, click on "Request Weekly Email Reminders". Select the day of the week you would like to receive your weekly reminder and press "Save." You will receive an email on the day that you requested every week.How do I cancel my weekly e-mail reminder?
To set up your weekly e-mail reminder you must be logged into your user account. Once logged in, click on the "My Account" tab then, click on "Request Weekly Email Reminders". Select "Never" when it asks what day of the week you would like to receive your weekly reminder and press "Save." You will no longer receive email reminders to do your billing.When will I be charged?
After your free trial month is over, you will be charged on the first of every month for the previous month. If you do not put in any claims in a month you will not have a payment on the following first of the month.When and how will I be charged?
If there is a balance due on your account, it will be withdrawn from your (Visa or MasterCard) credit card, debit card, pre-paid credit card or checking account automatically on the first of the month.Before your trial month is over you will be required to enter either your checking or card information so that your automatic bill payments can be processed. If you need to change your payment method or billing information, you can do so by logging into your account, clicking on the "My Account" tab and then clicking the "Edit My Payment Information" link.
Why can't I use another form of payment?
Here at Rhino Bill we strive to create the fastest, easiest, most convenient billing system around. If you owe us a payment then your account is locked and you can't access all of our great features until you pay your bill. If you had to wait for your check to arrive in the mail you could be waiting to bill for days! With our convenient on-line payment system if your card declines on the first you simply have to press the pay now button on your dashboard and your account is unlocked instantly!Will I be charged for months when I do not submit any claims?
If you do not submit any claims in a particular calendar month, you will not be charged for that month's service on the first of the next month.I have a free month on my account. Why was I billed?
When you receive free refer-a-friend months, the free months will be credited to your account for the following full calendar month automatically. If you signed up for Rhino Bill after the first day of the billing cycle, you will be charged a prorated amount for the partial month of service that occurred after your free trial month ended and then your next full month will be free. We want you to get your moneys worth!If you believe your account was charged in error, please contact call or e-mail us.
How do I change my payment information?
To change your payment information you must be logged into your account. Once you are logged into your account go to the "My Account" tab and click on "Edit My Payment Information."What is the weekly cutoff time for claim submission?
All claims for independent providers and agencies will be sent to ODJFS on Monday at 5pm, Tuesday at 5pm, and Wednesday at 11am for payment the following week on Thursday.This schedule pertains to Holiday weeks as well.
What if I miss the cutoff time?
If you should miss the cutoff time, your claim will be processed the following week.How do I create a new claim?
To create a new claim you must be logged into your user account.
For Independent Providers once you are logged in, click on the "Create a New Claim" link on the Dashboard tab or on the My Claims tab. Select a Patient and Procedure Code from the drop down lists. Enter the required information for each service line. Click on the "Continue to Preview screen" button. You will then have the opportunity to review the information in the claim before submitting it. You may also quickly create a claim using the ClaimRecycle feature. Once you have reviewed your claim information click on "Save Claim and Get Confirmation." For more detailed instructions please refer to the How it works Section.
Once logged in, Agency billers simply click on the "Create a New Claim" link. There you can create claims using our pre-planed options or choose from our advanced options. Then, just begin typing in the last name of a patient in the provided field and patients' names that begin with the same letters you have typed will dynamically appear in a drop down list. Once you select the patient, select a billing code from the dropdown list, and then enter claim lines. After entering the claim information, you can click the "Continue to Preview Screen" if you did not change that option then either click "Save This Claim and Exit" Or "Save This Claim and Add Another." The entire claim entry process is designed to minimize keystrokes and the need to take your hands off the keyboard.
What is ClaimRecycle and how do I use it?
ClaimRecycle allows you to quickly generate a new claim from an old claim by quickly changing the dates. If you work similar hours from week to week, you can make a new claim by moving all the dates forward by a week, a day, or a month.To use ClaimRecycle you must be logged into your user account. Once logged in, click the "ClaimRecycle" link next to the desired claim you would like to copy. Adjust the dates and click on the "Continue to Preview Screen" button then, click "Save and Get Confirmation."
How do I cancel a claim?
If your claim has a status of "Received By Rhino Bill" then you can cancel your claim. You simply click on the My Claims tab and press the Cancel button next to your claim.If you claim has already gone to the state then it is too late to cancel your claim and you will have to wait until your claim pays out to make any adjustments to it.
Why is there a fix button next to my claim and what does it do?
The fix button allows you to submit an electronic claim adjustment to ODJFS, it does not mean that you need to fix your claim. When you need to adjust your claim for whatever reason you simply hit "Fix," change only what needs to be changed, and click Save this claim.This will create an adjustment on the top or your claims list. This does not work like a normal claim so don't be alarmed that the amount is for the whole claim and not just your adjustment amount. The state will look at the adjustment and the original and only pay or deduct the necessary amount on your expected pay date.
Be Advised: If you remove a visit from an adjustment claim ODJFS will take back the money from that visit.
What does the Resolve button do?
On your Dashboard tab it tells you how many unfixed Rejected or Paid Partial claims you have on your My Claims list. When you press Resolve it takes that claim off of that list. It does not make any sort of adjustment with the state. If you need to adjust your claim press Fix not Resolve. After you have pressed Resolve your claim will still say Rejected or Paid Partial but it will no longer appear on your Unfixed Claims list on your Dashboard.What does the void button do?-Agencies
When you press the void button you are sending an adjustment to ODJFS telling them to take back all of the money from that claim. This will create an adjustment on the top or your claims list. This does not work like a normal claim so don't be alarmed that the amount is for the whole claim and not just your adjustment amount. The state will look at the adjustment and the original and deduct the entire amount on your expected pay date.What does the "Status" of a claim mean?
When you create a new claim, it is given a status of "Received By Rhino Bill". When the claim has this status, you may cancel it to prevent it from being transmitted to ODJFS. If the claim is not cancelled, it will be transmitted to ODJFS on Monday at 5pm, Tuesday at 5pm, or Wednesday at 11am.Once the claim has been transmitted its status changes to "Sent To ODJFS".
One to Two days later we receive confirmation that ODJFS has received your claim when they send us the tracking numbers (ICNs) back for each claim. At this point ODJFS will also send us back a preliminary "Accepted by ODJFS" or "Rejected" status.
Then on the day that you get paid, if you have sent in your 835 Designation of a Trading Partner form the state will send us back your remittance advice and your status will change to "Paid Full", "Paid Partial", or "Rejected".
How do I find out why a claim says Rejected or Paid Partial?
If you claim is Paid Partial or Rejected press the "View" button to find out why. In the very right hand column there will be remarks codes to tell you why your claim was rejected. If you need help understanding these codes then call or e-mail us.Why can't I create a claim for a patient that I used to be able to create claims for?
If you used to claim for a patient who is no longer on your patients list then you have deactivated them. In order to bill for them again you will need to click on the My Patients tab, uncheck the box that says "Show Only Active Patients," and then press the Activate button that is next to your patient.Who exactly pays me?
You are an independent contractor through the Ohio Department of Jobs and Family Services so they are the ones that directly pay you. They will mail your check or you will receive your direct deposit from them on your expected pay date.When will I receive payment from ODJFS for my claim?
Typically, all payable claims received by Rhino Bill's cut-off time of 5pm on Monday, 5pm on Tuesday and 11am on Wednesday will be paid by ODJFS on the Thursday of the following week. If there is a holiday that falls on a Monday of that week your pay will be delayed until Friday. We will notify you any time there is a delay at ODJFS that will cause your paycheck to be late.How do I set up/change Direct Deposit?
When you are logged into your Rhino Bill Account go to the Contact/Resources tab and click on the link that says ODJFS Direct Deposit Form. Print out this form, fill it out, attach a voided check or deposit slip, and mail it to ODJFS. If you are changing your direct deposit then you can fax this form to ODJFS.*Please note that your first check from ODJFS will come in the mail regardless of when you sent in your direct deposit form.
What happens if I don't want Direct Deposit?
If you choose not to have direct deposit your checks will be mailed to the address that ODJFS has on file for you on your expected pay date.Why does ODJFS not take out taxes from my paycheck?
In order for someone to take taxes out of your paycheck you have to be an employee of that organization. You are not an employee of ODJFS, you are an independent contractor through ODJFS.What are my options for paying my taxes?
1.) Set Money aside
There are many websites out there that will calculate how much you should be withholding from your paycheck to cover the necessary federal and state taxes. If you do a search on the internet you will find several. Here are a few that you can use: http://www.paycheckcity.com/; http://www.payroll-taxes.com/calculators.htm; https://www.paycycle.com/external/business/paycheckCalculators.jsp; plus many more. Rhino Bill is not affiliated with any of these companies; these are just examples of possible paycheck calculators that we have found on the internet. We do not endorse these companies nor do we denounce others.
2.) Pay quarterly taxes to avoid a large payment once a year.
If you go into an accountant every month or quarter they will calculate how much you are supposed to pay in taxes for that period of time and will assist you with paying your taxes. They will charge a fee for this service.
How do I get my tax form-1099?
ODJFS will mail out your 1099 end of year statement by January 30th. They will mail the form to the address that they have on file so be sure that your address is current.What if I don't receive my 1099?
If you do not get your 1099 in February you will need to call ODJFS at 800-686-1516.Is my information secure?
We use Secure Socket Layer (SSL) for secure transmission whenever we ask for or display information about your account. SSL applies encryption between two communicating applications, such as your PC and our corporate internet server. When your data is transmitted over the internet, it is encrypted or "scrambled" at the sending end and then decrypted or "unscrambled" at the receiving end. We use 128-bit encryption, because that's the highest level of security available today.Additionally, our site requires that you choose a unique User ID and Password. Thereafter, each time you sign on, your identity is confirmed by a series of authenticating steps. After authentication, we use a "cookie" to identify you throughout your session.
Is Rhino Bill HIPAA compliant?
Rhino Bill is HIPAA compliant. Rhino Bill is up-to date with our HIPAA Policies and Procedures. Additionally, you are required to agree to our "HIPAA Business Associate Agreement" which outlines our obligation to protect Private Health Information. You can read or print this agreement at any time by clicking on the link "HIPAA Agreement" from our homepage.How can I earn free months of service?
For Independent Providers earning free months of service with Rhino Bill is easy! For each new member you refer to Rhino Bill you will receive a free month of billing. Once someone enters your Username when they sign up, you will automatically receive a free month. What's more, there's no limit to the number of free months you can accumulate if you sign up more members! Agencies are not eligible for referral free months.What is the 835 Designation of a Trading Partner Form for?
When you sign and send in your 835 form you are authorizing ODJFS to send back your claim information to Rhino Bill so that we can display whether or not your claims were accepted or rejected on your My Claims page.Why is the 835 form so important to have filled out?
It's all about convenience and better customer service!The 835 form gives you the freedom to take control of your claims without having to wait on hold at the state for hours. When a claim is Paid Partial or Rejected you immediately know why it was not paid in full and you can make adjustments instantly. It also allows you to receive a better quality of customer service from us. There is no more theorizing about why your claim could have been rejected, the information is right there!
This also allows you to do claim adjustments right from your Rhino Bill account. All you have to do now is press the Fix button, change what needs to be changed and then press save.
We can also offer you income verification reports when you send in the 835 form. Once we know what you are getting paid we can knowledgably vouch for your income. No more trying to pry the information out of the state.
What is MITS?
MITS is Ohio’s Medicaid Information Technology System. It is both the system that validates your claims and a website where you can access your Medicaid information.Why should I create a MITS account?
If you encounter an issue with your claims that needs further investigation or need us to do a complicated claim adjustment we will need access to your MITS account to help you further. In the MITS system, you can also look up your 1099 information, retrieve your remittance advice, and apply for prior authorization among other things.Don’t have time to complete a MITS account? No worries, we’ll take care of it for you! All you have to do is give us a call and let us know, we’ll take care of the rest.
To sign up for a MITS account go to: https://portal.ohmits.com/Public/Providers/Account%20Setup/tabId/49/Default.aspx
Adding Rhino Bill as my MITS agent.
In order for Rhino Bill to be able to access your information you must give us permission to do so by adding us as an agent in MITS. For detailed instructions on adding Rhino Bill as your agent in MITS go to: http://rhinobill.com/mits.htmlYou must have a MITS account in order to add us as your agent.
Rhino Bill Customer Support Lines
Phone: 614-441-4211866-361-6876
Fax: 614-573-7413
E-Mail: support@rhinobill.com
