Introduction:
I recently went live with Cloud 9 and need to know some of the more common questions or issues I may encounter. This FAQ guide is intended to address common questions or issues for new Cloud 9 customers.
Question: Where do I go to raise Cloud 9 software inquiries or to report any issues with the software?
Answer:
The Cloud 9 Customer Support team is available Monday to Friday, 8 am - 8 pm EST to assist with software related inquires. You can 'Submit a request' to Support or chat with a live agent during standard hours of operation from our Help Portal at:
https://cloud9support.planetdds.com/hc/en-us
For additional information on Customer Support including ticket severity definitions, see the following article:
How do I contact Cloud 9 Support?
Question: Where can I access product documentation and Cloud 9 release notes which may include information on new features or product enhancements?
Answer:
Release Notes and Product Documentation are accessible from the 'Help' menu while logged into Cloud 9.
Financial
Question: I've noticed that a balance is incorrect and I need to make an adjustment to resolve the issue. What are the different types of adjustments and what type of adjustment do I need to make?
Answer:
Please see the following article which goes into additional detail about the different adjustment types and scenarios that each one applies to. What are the different types of adjustments and when should I use each of those?
Question: What are some best practices for Closing the Day and/or Closing the Month?
Answer:
We recommend that you close the day on any day that you have a financial transaction. This includes payments, adjustments, and contracts. Closing the day combines all of your financials into a single report for that date range, which is why we recommend doing this daily.
After you've run your last End of Day close for the month, we recommend that you run the End of Month. The End of Month will take a list of all of the End of Day closes you have run previously, and roll all of those into a single End of Month report.
Question: I need to setup a new Transaction Type need to understand each of the different fields and setup options. Where can I find a definition of how each field impacts my new Transaction Type?
Answer:
Please see the following article that includes definitions on all of the different setup options when configuring a new Transaction Type: What are the different options when setting up a new transaction type and when should I enable each of the fields?
Question: I am trying to setup an auto-pay on an HSA (or FSA) credit card account. The auto-pay will not go through and I am receiving a general decline error. When I process the card manually as a one-time payment it works successfully.
Answer:
Some HSA/FSA institutions do not allow for auto-pay by default. Please have the patient reach out to the card provider to request auto-pay be enabled for their HSA/FSA account. If the card provider does not allow auto-pay, you will need to run the card manually in order to process the payment successfully.
Reporting
Question: Are there any best practices when running an Aging Report?
Answer:
When running an aging report, be sure to mark the box named 'Use Current Provider/Location' on the report. This will ensure accurate totals on your aging report.
Question: I am looking at the Patient Flow report and noticed that no assistants are showing. Why do I not see any assistants on this report?
Answer:
The most common cause of this is that an Assistant was not scheduled with the appointment. When scheduling a patient, be sure to fill out the 'Assistant/Emp' field on the Appointment Details form if you would like to report on this information at a later date.
Reminders
Question: I am looking for some information on best practices, including troubleshooting for Reminders. Where can I find this information?
Answer:
The articles below contain a great deal of information about reminders. Be sure to check out our training video as well - Scheduling - Appointment Reminders