“CollaborateMD Support is the greatest, most supportive and cheerful support group that I’ve ever encountered. Even when there’s no problem, I still enjoy talking to all of you. You guys go above and beyond.”

-- Billing Service President & CEO, Illinois

The industry-knowledgeable CollaborateMD support department—based at our headquarters in Orlando, Florida—is ready to answer your questions, help you navigate through any unfamiliar territory, and support your office in every way possible. We are dedicated to building customer loyalty, so we train each and every support team member to provide quality service, fast response, and knowledgeable guidance through our products and services.

From that first call with your very own Implementation Specialist to your everyday experience in our Portal and your routine use of our self-service documentation and training tools, you are bound to have everything you need to optimize your office with CollaborateMD Support backing you up.

Internal Messaging – Once you are logged into CollaborateMD, you can send secure messages directly to our support team. A case will be created for your question or problem and you will receive a reply to your message with a case number. A member of our courteous support staff will work on resolving your case and will send your answer back through messaging or by phone. This is the recommended method for contacting support.

Telephone – Feel free to call our support department during business hours so that we can assist you. Our On-demand support will quickly classify your issue as "existing" or "new" and a team-member will assist you from there.

Email – Send us an email, and someone from our support department will immediately open a case, and then work quickly to close it! Since email is not secure, we strongly recommend not sending any Protected Health Information in the email.

Customer User Portal – CollaborateMD offers a web-based, self-service portal with some incredible features to help you learn our software inside and out.

Looking for ClaimGear Support? If you are a student in need of technical support, please contact your instructor for assistance. If you are an instructor in need of technical support, please contact your local campus system administrator. For additional information, please visit our Academic page.

"...Your support staff is very patient and helpful. I know that I will get the help I need...The program is great and the support teams make it that much better."

-- Pediatric Billing Administrator, Maryland

For quick answers at your fingertips 24/7/365, you can’t beat CollaborateMD’s Customer User Portal. The portal includes all CollaborateMD training videos for our medical billing software and P2P+ solution. It also houses documentation which provides a 'How-To' approach to utilizing CollaborateMD. With release notes, user guides, and detailed feature & functionality content, our documentation is a combined effort of our in-house software development, documentation, support and quality assurance teams.

Our web-based portal also includes this entire suite of tools intended to enhance our software package:

• Enhanced Reporting provides a more flexible and scalable medium for business intelligence and dynamic reporting, and analytics. This data allows users to build, export, and share rich content reports in a wide variety of formats for better practice management.
• The Forums allow users to gather together, share ideas, collaborate on issues, promote product innovation, and increase awareness and understanding of product features.
• NPI registry and 3M Code Viewer are useful tools to help improve data integrity, resulting in fewer rejected claims and increased revenue.
• P2P+ gives one-click access to our suite of EMR-lite tools, powered by RelayHealth, which include ePrescribing, secure patient-provider-pharmacy messaging, and online consultation templates for billable "virtual visits".

2009
01.17.2009	System was unavailable between 12:15AM and 12:30AM EST due to a scheduled Internet outage with Time Warner Telecom. We are working on moving to a new Data Center in Feb/Mar 09 which will contain redundant Internet access.
01.16.2009	System was unavailable between 9:45AM and 10:00AM EST due to an Internet outage with Time Warner Telecom. We are working on moving to a new Data Center in Feb/Mar 09 which will contain redundant Internet access.
01.08.2009	System was unavailable between 1:19AM and 1:49AM EST due to issues that occurred with the database backup during maintenance operations. The issue has been resolved. More hardware will be added to prevent future problems.
01.06.2009	System was unavailable between 8:31AM and 9:14AM EST due to issues with database flash recovery. The issue has been resolved. More hardware will be added to prevent future problems.
01.04.2009	System was unavailable between 11:00PM and 11:10PM EST for scheduled database maintenance.
01.03.2009	System was unavailable between 8:00PM and 11:45PM EST for scheduled database maintenance.

2008
07.30.2008	System was experiencing sporadic issues 4-6 times this month causing 10-15 minute outages. Hardware was upgraded on the servers to fix the problem.
03.20.2008	System was unavailable from 7:00pm to 7:30pm EST. System was experiencing slowness from 2:30pm to 2:45pm EST.
02.14.2008	Server #1 was unavailable from 12:15pm to 12:30pm EST. Server#2 was available during this time.
02.08.2008	System was unavailable from 9:00am to 9:30am EST.
01.28.2008	System was unavailable from 8:00am to 9:00am EST.

2007
02.18.2007	We have switched back to the primary data center and all issues have been resolved.
02.11.2007	We have switched to our secondary data center due to issues being worked on in the main data center.
01.09.2007	We are issuing sporadic system issues recently and they are being worked on.

2006
12.23.2006	System will be unavailable from 6:00am to 8:00am EST for system maintenance.
11.18.2006	System will be unavailable from 5:00am to 8:00am EST for system maintenance.
11.12.2006	System will be unavailable from 10:00pm to 11:30pm EST for system maintenance.
11.11.2006	System will be unavailable from 12:00am to 2:00am EST for system maintenance.