CLIENT SUPPORT · FOR CLINICS AND THEIR TEAMS
We are here when you need us
Pick the service you need help with and tell us what is happening. You can also write to support@nexcqisolutions.com at any time.
CHOOSE YOUR SERVICE
Where do you need support?
Select a service and a short form opens below, already tagged so your request routes straight to the right specialist.
Prefer email? Write to support@nexcqisolutions.com from your work address. Include your clinic name, the service involved, and what you were doing when the issue appeared.
SUPPORT REQUEST
Get support
Choose your service above, or fill this in directly - we'll route it to the right specialist.
RESPONSE TIMES
What you can expect from us
Support hours are Monday to Friday, 9:00 to 18:00 US Eastern time, excluding US public holidays. Urgent issues are monitored outside those hours.
Urgent
Clinical operations stopped, or the EMR is unavailable. First response within 1 business hour, worked continuously until service is restored.
High
Billing, claims or credentialing blocked, with revenue at risk. First response within 4 business hours.
Normal
A question, a how-to, or an issue with a workaround. First response within 1 business day.
Low
Enhancement requests and roadmap suggestions. Acknowledged within 2 business days and logged for review.
Contracted clients. Where your service agreement sets different response commitments, the agreement governs. These targets are our standard service levels.
BEFORE YOU WRITE
What helps us fix it faster
Tell us the what and the when
What you were doing, what you expected, what happened instead, and roughly when. Screenshots help, as long as patient information is cropped out or masked.
Use identifiers, not names
Reference a record or encounter ID rather than a patient name or date of birth. It is faster for us and safer for everyone.
Say who is affected
One user, one location, or the whole clinic. That single detail usually determines how we triage the request.
Protected health information. The support inbox and this form are business channels and are not intended for protected health information. If an issue genuinely cannot be explained without PHI, say so and we will move you to a secure, HIPAA-compliant channel before you send anything.
FAQ
Questions we answer often
Product questions across the EMR, revenue cycle, credentialing, the patient portal and the Academy.
EMRWhy can I not sign a note?+
A note can only be signed by the provider assigned to that encounter, and only after the required fields for the encounter type are complete. If the sign button is unavailable, check that you are the assigned provider and that every required field is filled. If it still will not sign, open a ticket with the encounter ID.
EMRHow do CQI alerts decide when to fire?+
Alerts are driven by the assessment scores and care-plan rules configured for your specialty. When a patient's scores show no improvement across the configured interval, the alert fires to the care team. Your clinic can adjust thresholds; ask us and we will walk you through the settings.
EMRCan we add a specialty that is not configured yet?+
Yes. The platform is full-specialty and we optimize specialties in sequence. Open a ticket describing the specialty and workflows you need, and we will confirm scope and timing.
Revenue cycleA claim was denied. Who works it?+
We do. Denials are worked and appealed as part of the revenue cycle service, and you can see status in your dashboard. If a denial needs clinical documentation from your team, we will request exactly what is required.
Revenue cycleHow quickly are claims submitted?+
Clean claims are scrubbed and submitted on the normal daily cycle. If a claim is held, it is because a scrub rule or a credentialing gate flagged it, and the reason is shown so it can be resolved before submission.
Revenue cycleWhy is a provider blocked from billing?+
Our fail-closed gate prevents billing before a verified Clearance to Bill exists for that provider and payer. This protects you from predictable denials and takebacks. Check the credentialing status, or ask us for the current position.
CredentialingHow long does payer enrollment take?+
Timelines are set by the payers, not by us, and commonly run from a few weeks to several months depending on the payer and state. We submit quickly, chase relentlessly, and show live status in your portal so you always know where each application stands.
CredentialingWhat happens before a licence expires?+
Every expirable is tracked with escalating reminders at 90, 60 and 30 days. You will be contacted well before anything lapses, so a missed renewal never freezes your cash flow.
Patient portalA patient cannot sign in. What do we do?+
Portal sign-in links are single use and expire for security. Resend the invitation from the patient's record and ask them to open the newest email. Confirm the email address on file is current.
AccountHow do we add or remove a user?+
Clinic administrators can add users and set roles from the admin settings. For role changes that affect clinical or billing permissions, open a ticket so we can confirm the change follows least-privilege and your own policy.
GeneralCan we send patient information in a support ticket?+
No. The support inbox and ticket form are business channels and must not carry protected health information. Use record or encounter IDs instead of patient names. If an issue truly cannot be explained without PHI, say so and we will move you to a secure, HIPAA-compliant channel first.
OTHER ROUTES
Not a support question?
New to NexCQISolutions
Looking at the EMR, credentialing or revenue cycle for your clinic? Book a free consultation instead.
Billing and invoices
Questions about your own invoice or payment: billing@nexcqisolutions.com.
Are you a patient?
For questions about your care, appointments or your health record, contact your clinic directly. For help signing in, email support@nexcqisolutions.com.