What is Read-Only?

Read-Only

Read-Only is the status you are placed on if you decide to terminate the use of your CoAction Software. When a clinic goes on Read-Only, you can access all previously saved data. You can no longer add any new appointments to the software or charge anything through the OTC area starting on the termination date provided by support (30 days after term documents are received).

Here is a list of FAQs when it comes to going on Read-Only:

1. Once our software has been canceled and we are in read-only mode, will we still be able to update patient ledgers once we receive our final round of billing?

• Once on read-only, you can still update ledgers for existing appts.

2. Will I be able to create new HCFAs or perform Rebills after switching to read-only?

• Yes, but it will only be for previously saved dates of service. You will not be able to add in new appointments and create HCFAs on new services.
• Rebills for existing dates of service can also be performed by going to the patient's account, ledger, and charges tab. Select the rebill button and follow the steps listed HERE. If you must indicate it's a corrected claim, follow those steps HERE.

3. Will I be able to enter EOBs or Patient payments into CoAction after my termination date?

• Yes, you will be able to enter EOBs for previously saved dates and add any patient payments that will cover old balances reflected in the system.

4. Do text and email reminders automatically stop after we are read-only?

• Sending will stop once your database is placed on read-only but, support recommends going to Admin>Appointment Reminders and selecting the option "Disable these Reminders" in all three categories. Email, Text, and missed appointment reminders once you are ready for them to stop sending as this may be a different date than your termination date.

5. How do I get a list of all outstanding balances or credits sitting on patients' accounts?

• You can go to Reports>Patients Case Credit Report or the Billing Provider Case Report to see Credits and Balances on patients' accounts. The Patient Case Credit Report will allow you to choose if you would like to see All Credits, Balances, or both.

6. What is the best way to take credit away from a patient's ledgers once I’ve transferred the credit to new software?

• Credits can only be removed by Charges entered into the system as a credit needs something to apply to. We recommend doing this before you go on read-only to ensure you would be able to apply a new charge such as a "Moved credit to new software" CPT code for the amount needed to balance out the account. Keep in mind when you create a new CPT code, you must create the button and add it to the price list. 
• How to add a new CPT code
• How to add a new CPT code to your Price List

7. What is the best way to remove balances from a patient's ledgers once I’ve transferred the balance to new software?

• If you are wanting to remove balances, you will need to create a write-off reason such as "balancing accounts" or "moved balance to new software" so you can apply it to any balance remaining but, clearly lists the reason within the Write-Off Report.

8. How do I export my patient demographics?

• Click Here to access the article that will walk you through the steps of exporting your patient demographics 

9. Will I be able to bulk export all of my patient's Soap Notes?

• No. Soap Notes will need to be manually copied and pasted out of each visit a patient has and placed into your new software. You have two options when printing Soap notes. You can go to the patients case tab and select print Soap notes at the bottom and Select the areas you need to generate -Print Simple Soap Notes or you can create a detailed template under Admin, Document template and then go to the document tab of the patients file and select create to pull the Soap notes to the template created - Print Document Template.

10. How do I export my Price List or Fee Schedules?

• Price Lists and Fee Schedules can not be exported. If you want a copy outside of the software, we suggest taking a screenshot and saving it to your computer.

11. How do I export a list of all patients with insurance that includes insurance payer information and insurance IDs, deductibles, etc.?

• Unfortunately, there is no report within CoAction that will generate a list of Patient's names along with Insurance IDs and Policy info. You can run the Patient Payer Report which will tell you a list of all patients that currently have insurance payers attached and who they are. It will be the responsibility of a user, to go into each file to get the necessary details you are looking for so they can be manually entered into the new software your clinic is moving to.

12. Will I still have support assistance after I switch to Read-Only?

• You will receive minimal support assistance. Support may be contacted if you are having trouble logging into your server computer to access data or having trouble running an update on your server computer. Any trouble you have with a client computer will need to be corrected by your outside IT team.

13. Which computers will still have access to the software after reaching Read Only Status?

• All computers will have access to the software when in read-only mode. But, keep in mind that support will only assist if you are having trouble logging into the server. If your client computers are having trouble accessing the software, you will need to reach out to your IT team. If your server happens to fail and you did not opt for CoAction to maintain backups following termination, a $1000 server restore fee will be charged.

14. Will I continue to receive client-wide software updates while on Read Only?

• Yes, if an update is released by CoAction, you will receive the update even though you are on Read-Only. If you have trouble running the update, you can contact support for assistance in updating your Server computer.

15. How long do I have access to CoAction when reaching Read Only status?

• You will have access to your patient data on your Server computer indefinitely. Remember per HIPPA you Must maintain your patient data for at least 7 years. CoAction will not terminate your ability to access saved information.

16. What happens to my Campaigns & Templates previously created after reaching Read Only status?

• The campaign area is no longer available after termination. Since each and every campaign created is tied to a sending option, once sending is disabled from the database (your termination date), the data is no longer visible. We suggest copying out any mass email templates & mass text templates prior to your termination date if you would like them.

17. When will my final monthly payment be taken out for CoAction?

• Final payment is determined by your Billing Cycle Date and your Termination Date. Typically your final payment will be 30 days after your termination date provided to you by support once termination documents are received. CoAction does not prorate your monthly amount and payments collected are for the prior month's service. Ie: a payment collected in June is for May's active service. 

18. What happens if I choose not to have CoAction maintain backups after I Terminate and go to Read-Only? 

• You will have three options within the term docs you receive.  Dependent on what is chosen will depend on how your data is backed up, the amount of support you will receive after termination and what happens in the event of a server failure.
   

1. The clinic/provider would like CoAction to continue to maintain backups coming from the server computer for a cost of $150.00 a month. This allows for full support assistance to ensure server and client computers connect to access data. If the server needs to be restored due to server failure, that will come at a cost of $0.00 for a one-time restore in a 12-month period.
2. The clinic/provider would like CoAction to continue to maintain backups coming from the server computer for a cost of $99.00 a month. This allows for support assistance only on your SERVER computer only to ensure access to the software. If the server needs to be restored due to server failure, that will come at a cost of $500.00 for a one-time restore in a 12-month period.
3. The clinic would like to maintain its own backup and stop all further payments after termination. If you are choosing the option to maintain the data on the coaction server, coaction will terminate our copy of your database and if any issues arise, you will have to contact your IT professional. File locations for the backup will be supplied to you upon termination. If CoAction must restore the Server from a final backup taken by CoAction upon termination, this will be a cost of $1000.00

19. When does read-only access start?

• At midnight on your termination date. Your termination date is provided by support once termination documents are returned to support.

20. How do I make my appointments stop syncing to my google calendar after my termination date?

• To stop the appointments from going to your google calendar, go to Admin>Providers>select Provider>Edit>Calendar Sync Tab>uncheck the box "publish to calendar>select "Delete token">Save

21. What happens to my texting number when my termination date comes?

• The texting number established for your clinic will stop working, so we suggest providing your patients with another contact number from that point forward.

22. We have a Heartland PAX machine, how do we return and cancel or transfer our Heartland services to our new software?

• Please reach out to Heartland customer service for information on returning a PAX device or canceling/transferring service. 800-285-0005

Please reach out to Support if you have a question not answered here

- Support Information -

 If you have any questions or need assistance with this process please contact Support by:

Live chat: Click the 'Support Portal' button in your main toolbar (on left-hand side) within the software, click the green 'Support' box in bottom right of screen.***This has the fastest response time***

Phone or Text: 909-378-9514

Email: [e-mail]

Business Hours: 8am-6pm CST, Monday-Friday