Avea Technical Support Services

Support Hours & Channels 

  • Hours of Service (Non-US Holiday): 8am – 5pm EST, Monday-Friday 
  • We offer support by email, phone and self-help resources are available in our Help Center. 
  • We’ve invested significant resources into our Help Center where you’ll find how-to articles, troubleshooting, best practices as well as a complete video training course.  

Supported Audience 

Authorized Users only. Customer must supply Avea with a list of authorized employees and account administrators.  

  • Unsupported Audience:  Customer employees not explicitly authorized must contact an Authorized User for support. 

Response Times   

We obsess over the customer experience. We have over 98% customer support satisfaction– and stringent, stuffy and detailed Service Level Agreements didn’t get us there. Rather, our commitment to our core values and making our customers successful did.  

We strive to get back to you as quickly as possible, please note our support hours are 8:00 AM to 5:00 PM EST.    

Avea will provide a timely response and details on required steps to move toward resolution, however, full resolution will vary depending on nature of the issue (especially when coordinating or troubleshooting clearinghouse and payer issues). 

New Customer Onboarding and AveaOffice Configuration Support 

  • Kickoff and configuration exploration call. 
  • Configuration forms review and feedback for clarity. 
  • Facility configuration in AveaOffice and Clearinghouse. 
  • Up to 10 insurance payer enrollments per Facility – Electronic Submission and ERA only 
  • Go-live configuration review with client. 
  • API integration and configuration with existing integration partners. 
  • Configuration support for implementations to ensure Customer dashboard and reporting features are properly configured  
  • General Support  

Support Categories: 

Basic Troubleshooting & Technical Support – included  

Avea provides troubleshooting and technical support for unexpected system behavior using supported operating systems and browsers. (Supported operating systems & browsers are posted on aveaoffice.com.) This means, you’ve tried something in the software and the result is not as expected and you aren’t sure how to fix it or get the result you were looking for.  

Out-of-Scope Support – billable, pricing available on request 

Out-of-Scope requests, generally speaking, are requests to Avea personnel to complete actions that are available to the client(s) employees and the client has been trained to complete said task. Other examples of out-of-scope include claim follow-up with payers or stopping claims at the clearinghouse.  

Training & Consulting - billable, pricing available on request 

We’ve created an entire program of training videos for all major workflows of AveaOffice as well as the configuration. If you’re looking for best practices live training (virtual or in-person) on how to perform one or more major workflows of the product for a new or existing user -we’d consider this a request for training that is billable.   

  • How-to training for all core, non-manager workflow features including Utilization Management, Verification of Benefits, Claims Management, Payment Posting and Patient Billing. 
  • Management training on AveaOffice reporting and dashboards, basic how-to, and reports customization. 

Further, if you’re looking for advice on how to implement or configure AveaOffice to accommodate your business workflows or reporting and financial requirements, this is considered consulting.  

Examples of Support Categories 

These examples are not exhaustive of all possible billable or standard support requests, rather they are meant to help illustrate common scenarios.  

Basic Troubleshooting & Technical Support 

 Out-of-Scope Support  Training & Consulting 
  • What does this rejection message mean from the payer?  
  • How do paper claims work once I submit from AveaOffice? 
  • The Payer is requiring the admit date be the same as the discharge date when using this level of care, how can I automate this?  
  • I keep getting this error whenever I save an insurance set for this payer, can you fix this?  
  • I cannot get this payment to balance and need help 
  • Why haven’t we received the EOB yet, we have received a payment in the bank? 
  • Claim Rules – Create or Modify 
  • Services – Create or Modify 
  • Void Claims 
  • Correction or resubmission efforts caused by Customer user or Practice end-user error 
  • Building Custom Report Templates 
  • Stop Claims Request 
  • New Hire Training 
  • New Customer Training (Billing Partners) 
  • Claim/Payer Consulting 
  • Researching requirements to go in-network with a payer or payer(s) 
  • Advising on Report Configurations to meet financial or payer requirements 
  • Provider demographic updates with payers. 
  • Insurance payer portal registrations 
  • Investigating state or local licensing requirements for providers 
 

Planned Maintenance and Unplanned System Outages 

  • Planned maintenance is scheduled in advance and in-product announcements are provided for anticipated downtime. Our goal is to plan maintenance before 6 AM or after 6 PM PST on weekdays or weekends, if for any reason this was unavoidable, Avea will provide as much notice as possible.  
  • System Outages will be announced by email (assuming you cannot log in to AveaOffice) and updates provided regularly until resolved. Partial outages, where major functionality is unavailable, will be announced and updates provided within AveaOffice using system notifications or banners.  

* Avea Solutions retains the right to change our Avea Technical Support Services at any time.   Customers will be notified before any material changes are made.