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jgoodwin
CS Dental Employee
CS Dental Employee

Re: EServices issue

I will have one of my escalation reps reach out and work with Wanda to get you back on track and all fixed up.
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jenespanet
Canine III

Re: EServices issue

Can you share if there was a resolution? We are going through accounts and finding a lot of insurance companies have not received our claims, even if they were supposed to be mailed....ugh.

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jgoodwin
CS Dental Employee
CS Dental Employee

Re: EServices issue

Can you please share your account number so I can pull your account and have a rep reach out?
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jenespanet
Canine III

Re: EServices issue

Are you replying to me? Our number is 571-248-4415, thanks.

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drcavola
First Molar I

Re: EServices issue

If it's us, then I believe the account number is 24.4789.  Thx

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jgoodwin
CS Dental Employee
CS Dental Employee

Re: EServices issue

@jenespanet yes. Thank you. I will have an agent reach out shortly.
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jenespanet
Canine III

Re: EServices issue

We have spoken to Kyle a few times and his help has been invaluable. we upgraded to the cloud in October and I still feel like we are learning new things. Kyle gave us some great info, helped us iron out some missing payor ids and, overall, was the best! 

Maybe Softdent needs to change the way they train offices for the eservices program, we have learned more in two phone conversations than the last 6 months.

All this to say, I think we are on our way to getting paid....and that's awesome!

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jgoodwin
CS Dental Employee
CS Dental Employee

Re: EServices issue

I love hearing feedback from clients like this! Thank you for taking the time to express your gratitude. We are very proud of our team!
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drcavola
First Molar I

Re: EServices issue

I will second, somewhat conditionally, about the help while we were in need.  Our normal Delta Dental electronic payment hit the bank this morning, with over 4 pages of claims that were sent out into some ozone layer and disappeared.  Yes, we know that the payor number was the issue.  

Here's the conditional:  a) why is there not some sort of audit trail when a payor number gets changed?  b) why is there not some sort of electronic services sympathy by way of a credit for the multiple times each of those Delta Dental claims went out into the ozone?  I don't believe anyone from support ever looked into that depth for the issue, and finally, c)  Why is it that we have to get our feathers ruffled and make this exchange into a "hey, where's the support?".  Can it be that support has been outsourced and now there are few who have the depth of knowledge that is needed to work through the issues we're having almost on a weekly basis?

 

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paul_snyder
CS Dental Employee
CS Dental Employee

Re: EServices issue

Good Day Dr. Cavola, 

Our sincere apologies for any challenges you have experienced with our support team.  If you have specific examples of these challenges (i.e. date/time of call), I am happy to investigate the issues and take corrective action.  As you are aware, Carestream Dental has established a global support center, which is an extension of the team. Please understand that the agents are still learning and are continually being upskilled.  As always, we value your business and appreciate your patience.  I can assure you that this knowledge gap is only a temporary situation.
 
Kind Regards,
Paul Snyder 
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