1. Healow Check-In Ignores Facility Preferred Name and Facility Nickname

Healow Check-In currently pulls the facility name from the resource schedule, which forces it to display our legal contracting name—the name required for insurance credentialing. Our patients, however, know us by our DBA / preferred or nick name.

Even though eCW allows us to define Preferred and Nick Names in Facility Setup, and even though Messenger visit-type mapping can correctly use the preferred/nickname, Healow Check-In completely ignores this. Patients end up seeing an unfamiliar legal name, leading to confusion and reduced check-in completion.

2. Messenger Email Templates Also Ignore Preferred and Nick Name

In Messenger → Email Templates, we have no ability to edit the template text that eCW auto-populates. These templates always pull the legal facility name, not the preferred name.

This forces us to abandon the built-in Messenger email templates and instead rely on Portal Email Templates or Campaigns, which allow editing and let us manually correct the name.

Why This Is a Problem

  •  The Preferred Name exists specifically so practices with a DBA or patient-facing name can present themselves accurately.

  •  eCW uses it in some areas (Messenger visit-type mapping) but not others (Healow Check-In, Messenger Email Templates).

  •  This inconsistency confuses patients and disrupts branding and communication.

  •  It makes practices appear unfamiliar or untrustworthy in patient-facing communications.

Request

Please update eClinicalWorks and Healow so that:

  1.  Healow Check-In uses the Facility Preferred Name instead of the legal name.

  2.  Messenger Email Templates either:

  •  pull the Preferred Name, OR

  •  allow users to edit the template text directly.

The Preferred Name field is already in Facility Setup and Messenger facility settings; it just needs to be used consistently across patient-facing features.

Our practice wants to streamline our billing by charging patients an Annual Comprehensive Administrative Fee.  Our understanding is that we will need to set up a “Finance Charge” in eCW with a “dummy” CPT code and a reminder every 365 days.

1.  Has anyone on here had any experience doing this or running the report for the “dummy code” to see which families are supposed to pay the annual fee? 

2.  We were told that there is a structured data field to mark who had signed the annual fee consent form which then also shows in the center of the patient hub screen.  Does anyone on here know how to do this either?

Any help would be much appreciated!

Thanks!

There are a lot of variables that go into a moving claim, particular in context of clearinghouse.

Status having meaning (new, pending, etc)

Closure of claim of meaning.

The available daily payment reports do not have the ability to see the scope of claims open on a particular user and help identify what there “work is done”. If we want to have someone complete 30 claims per for example, you cannot measure that. Forget projects on collections or ATB work.

I have to imagine a larger health system measures this and curious how if its within eCW.

P.S. Billing how-to tickets from eCW are of no help, and our BA on implementation had no idea how to meet need.

Thank you ahead of time.

We are working on getting auto claims created turned on for all our site.  When the claim is created in our PROD environment, this box is being left unchecked. In our Test environemt (the same build as our prod) the box was being checked when the claim was created.  While on the phone/eCW remoted in it stopped working.  I didn’t see anything that was done that would have changed the system behavior.

I’ve been told that it isn’t possible to have that checked; however, for a period of time I did see it was checked when our claims are being auto created in our test
I’m being told that we have to have that checked on 100% of our claims and I’m having a hard time believing that it isn’t possible to have that checked by default if I’m hearing from our billing manager that we have to have it checked on every claim. 

I see it is checked and unchecked in production, but since it isn’t logged of when that is checked I don’t know if that was checked manually or when the claim was created.

eCW staff monitoring the forum:  I already have a ticket 12826975 open on this question.  I’ve given up over an hour of my productive time having eCW looking around trying to figure out what setting it is.

ECW I already have a case created. I am asking others for assistance.
Thank you!

We contacted Global Payments and they offered to adjust the rates back down but only if we signed a 3 year contract extension, which despite what they said would not have locked the rates for 3 years. The new, lower rates would have still been 3% higher than industry standards.

Despite complaints to ECW we were at first ignored then repeatedly told that the only processor that integrated directly with ECW is Global Payments.  This is not true and after some research we discovered that Global Payments has extremely high rates and is known for changing fees without notifying its clients. 

We found another credit card processing company that does integrate with ECW and have moved on.  So far, we are happy with the new service!

I am not sharing who we moved to as I don’t want to be accused of trying to sell something.  Be warned that Global Payments took advantage of use and likely many more offices as well. 

I hope this post helps other offices!

Thanks!!,

Karen