Welcome to your FAQ’s

Flash settings

Download the free version of Adobe Flashplayer as mypractice cannot work without it. (We also recommend using Google Chrome)

  1. Go to: https://get.adobe.com/flashplayer/otherversions/
  2. Select an operating system from the drop down list (e.g. Microsoft Windows 10)
  3. Select a version (e.g. Firefox)
  4. Click on download now
  5. Open the download at the bottom of the screen or go to the downloads folder and open from there
  6. Allow Adobe to install updates
  7. Click on finish
Steps to clearing cache

Google Chrome

  1. Click on the menu button situated on the upper-right corner of the Chrome window
  2. Select settings
  3. Scroll down until you find clear browsing data
  4. When the new menu opens, select the period of time you wish to delete cached information using obliterate the following items from drop down menu
  5. Select the beginning of time
  6. Tick the following boxes for the types of information you wish to delete:
    1. Cookies and other site and plugin data
    2. Cached images and files
  7. Select the clear browsing data button, and Chrome will clear your cache

Internet Explorer

  1. Open Internet Explorer
  2. For version 8: from the tools menu select internet options
  3. For version 9: click on the small gear icon (to the right of the star icon) on the upper right corner
  4. Select internet options
  5. Click on delete on the general tab under browsing history
  6. Un-tick the preserve favourites website data box
  7. Select the temporary internet files and website files and cookies and website data boxes
  8. The history, download history, form data, passwords, and in private filtering data boxes may be left un-ticked. You can tick them to delete this data if you so choose
  9. Click delete
  10. When finished, click ok to return to your Internet Explorer window
  11. Close the Internet Explorer window and reopen

Mozilla Firefox

  1. Launch Firefox
  2. Press the shift + ctrl + delete buttons at the same time. This will open a new window
  3. In the clear all history pop-up, select everything from the time range to clear drop down menu
  4. Tick the following boxes for the types of information you want to delete:
    1. Cookies
    2. Cache
  5. Click on clear now
  6. Close Firefox and re-launch

Safari

  1. Click Safari in the upper left hand side of your screen
  2. Click on preferences
  3. Click the privacy tab
  4. Click on remove all website data
  5. Click on remove now in the pop up window that appears
Mypractice giving an error message

Please check internet connectivity and log in again

*(Please refer back to clearing cache)

Accessing mypractice
  1. Open your internet browser
  2. Type in https://www.mypractice.co.za/mp/
  3. Enter your username and password
  4. Click login
  5. We recommend Google Chrome
  6. Make sure you have Adobe flashplayer (please see steps on downloading flashplayer if you do not have it)
  7. Always allow pops up for mypractice to work effectively
How to allow pop-ups for mypractice

Chrome

  1. Click on the menu button situated in the upper-right corner of the Chrome window
  2. Scroll down and click on show advanced settings
  3. Click on the content settings button in the privacy section
  4. Scroll down to the pop-ups section
  5. Select allow for mypractice

Internet Explorer

  1. Open Internet Explorer
  2. Select the tools button
  3. Select internet options
  4. Select the privacy tab
  5. Click on settings under the pop-up blocker section
  6. Add the mypractice website address (mypractice.co.za) to allow pop-ups

FireFox

  1. Click on the open menu button (it looks like 3 horizontal bars, located in the top right corner of the browser)
  2. Click options (for Mac, start from the Firefox menu using the finder and select preferences)
  3. Click the content tab
  4. Click on exceptions in the pop-ups section
  5. Enter mypractice.co.za and click allow
  6. Click save
  7. Restart Firefox
Price file, templates and scheme updates

Healthsuite 2.9 Routing code information

  1. Go to https://www.mypractice.co.za/mp/
  2. On the home page, click on annual changes
  3. Select the segment your practice belongs to (e.g. Optometry, GP etc.)
  4. Click on the list of medical aid schemes tab
  5. Select the list of medical aid schemes tab
  6. Wait for the pdf document to download
  7. To open the pdf, either click on the download at the bottom left corner of your screen or go to your download folder
  8. The routing codes will be available on the document

 

Healthsuite 3 Routing code information

  1. Go to https://www.mypractice.co.za/mp/
  2. On the home page, click on annual changes
  3. Select the segment your practice belongs to (e.g. Optometry, GP etc.)
  4. Click on the list of medical aid schemes tab
  5. Make your selection between Medprax and non-Medprax users tab
  6. Wait for the pdf document to download
  7. To open the pdf, either click on the download at the bottom left corner of your screen or go to your download folder
  8. The routing codes will be available on the document
Invalid membership status
  1. Depending on your internet connectivity, the responses might be slow
  2. Double check whether the membership details entered are correct
  3. If the results are still the same, call the scheme to confirm membership details. It might be a scheme that is not enabled for validation in mypractice
  4. If the membership status is unknown, you may still proceed to sending the claim
Claims not received by Iso Leso
  1. Check proof of submission for missing claims
  2. Send proof of submission to Iso Leso
Deleting duplicate accounts
  1. Duplicate accounts may only be deleted if there are no claims linked to it
  2. You may also send a request to csc@healthbridge.co.za with the reason why the account should be deleted
  3. Please include the account number in the email
Resetting passwords
  1. Go to the admin tab
  2. Select users from the options on the left hand side
  3. Select the correct user
  4. Click on edit user
  5. Type in new password
  6. Make sure your password meets the criteria (8 characters in length, no spaces, 1 special character, a number, upper case and lower case)
  7. Confirm the password
  8. Click on save
  9. Logout and log back in using your new password
Forgotten username/password
  1. Go to mypractice.co.za
  2. Click on forgot password
  3. Fill in your email address and practice number or your username
  4. Click on request to change
  5. A reset email will be sent to your email address
  6. Follow the instructions to reset your password
Claim reversals
  1. Which can be done electronically
    All processed Discovery Health claims can be reversed on the system
  2. Which can only be done by scheme manually
    All non-Discovery Health claims should be reversed manually by calling the scheme and reversing the claim. Once the scheme gives you a reference, you can enter that number onto the system so that the claim reflects as reversed
Rejection reasons & what action clients need to take

All rejected claims will appear in the to-do-list

  1. Click on the to-do-list in the claims tab
  2. Select the claim you would like to edit
  3. Click on view at the bottom of the page in order to see full response of the claim
  4. There are two primary reasons why claims reject
Incorrect claim header details
  1. Claims will be rejected if the member details are incorrect
  2. If the member details are incorrect, you will see the response at the top of the page
  3. Click on edit claim at the bottom of the page
  4. The full claim will open up, click on edit patient
  5. Edit patient details and save
  6. Click on send claim and wait for your response
Incorrect claim line details
  1. Claims will be rejected if the member details are incorrect
  2. If the member details are incorrect, you will see the response at the top of the page
  3. Click on edit claim at the bottom of the page
  4. The full claim will open up, click on edit patient
  5. Edit patient details and save
  6. Click on send claim and wait for your response
Proof of submission
  1. Click on generate proof of submission under quick links on the home page
  2. Type in the surname or account number of the patient that you require the submission for
  3. Click on search
  4. Select the claim from the list that you require the proof of submission for
  5. Click on view
  6. Select to either print or email
  7. The print option will bring up a ready to fax pdf document
  8. The email option will send an email to the address of user that is currently logged onto the system
  9. Make sure you have access to that email address so that you can forward to the relevant person
Missing eRAs
  1. Click on the reconcile tab and select reconcile from the options on the left hand side
  2. Use the filter options to search for the remittance by clicking on show more filter option
  3. Click on the drop down arrow for payer in order to select the scheme and choose dates
  4. Click on search
  5. If the RA does not come up, call the scheme to find out
Accessing pathology results
  1. Open your internet browser
  2. Type in https://www.mypractice.co.za/mp/
  3. Enter your username and password and click “Login”
  4. Click on the “Consult Tab” or the “unread path results” from the to-do-list
  5. Click on “results’ from the options on the right hand side
  6. Select the path results you would like to view
  7. Click on “print” to open the results, or click on the “email report to patient” to send to patient

Please note that if you currently do not receive pathology in mypractice, send an email to pathology@healthbridge.co.za for activations.

Importing issues – claims not importing
  1. Claims may have invalid or missing information
  2. Check in the PMA and fix and re-import
  3. If claims are still not importing, it might be a scheme not enabled for Healthbridge or there are no routing codes
Listener error
  1. What causes the problem: It could be the firewall or antivirus blocking the application from running
  2. How to solve:
    • Search for the blue dolphin at the bottom right of the task bar
    • Click on it once
    • A pop up page will open, click on stop instance
    • Click on configure all settings
    • Click on run in console at the bottom of the pop up
    • Click on apply and then ok
    • Click on start instance
  3. Please do not close the black screen, minimise and continue working.
    1. If it still doesn’t work or you cannot find the blue dolphin, please contact our call centre for assistance
Routing code information
  1. Go to https://www.mypractice.co.za/mp/
  2. Click on annual changes
  3. Select the segment your practice belongs to (e.g. Optometry, GP etc.)
  4. Click on list of medical aid schemes tab
  5. Select the list of medical aid schemes tab
  6. Wait for the pdf document to download
  7. To open the pdf, either click on the download at the bottom left corner of your screen or go to your download folder
  8. The routing codes will be available in the document
Rejection reasons & what action you need to take
  1. There are two primary reasons why claims reject, incorrect claim header details or claim line details
  2. Read the response in the message centre in order to find out what action needs to be taken
  3. In order fix member details, highlight the claim and click on edit member at the bottom of the screen
  4. Click on the edit on the hand side of the screen
  5. Edit and save the correct information
  6. Click on close
  7. Re-send the claim
  8. If the rejection is based on incorrect claim information, read the claim response
  9. Select the claim and click on edit claim
  10. Select the claim line and click on edit item
  11. Click on save item
  12. Click on finish once all lines have been edited
Understanding the claim statuses & action to take
  1. Accepted
    The claim has been successfully delivered to the medical aid
  2. Rejected
    The medical aid has rejected your claim. Read the response to find out why and take the appropriate action
  3. Processed
    The medical aid has fully processed your claim (incl. benefits) and the response will detail what portion the medical aid will pay and what portion the patient is liable for
  4. Awaiting response
    Your claim has successfully been sent to the medical aid but there has not yet been a response
  5. Service warning
    Occasionally there are delays with the medical aid system returning your responses. Please do not recapture the claims
  6. Service denial
    There has been an error in sending your claim. Please contact our contact centre
  7. To be sent
    This indicates that the claim is queued and ready to be sent to the medical aid
  8. Failed imports
    This indicates that the information imported into Healthsuite is incomplete or invalid and your claim cannot be sent to the medical aid until you rectify it
Claim reversals

Which can be done electronically

  1. All processed Discovery Health claims can be reversed on the system
  2. Select and right click on the claim
  3. Click on reverse claim

Which can only be done by scheme manually

  1. All non-Discovery Health claims should be reversed manually by calling the scheme
Patient validations

Patient validation is a process of checking whether the patient is still a valid or active member of a particular scheme. It does not indicate whether the patient still has benefits or not.

  1. Click on patient validation in the home page
  2. Search for the patient you wish to validate and click on find
  3. Select the correct patient from the list provided and click on accept
  4. Click on validate and wait for the results
Creating/capturing claims
  1. Click on claims at the top of the home page
  2. Type in the patient’s surname or account number and click on find
  3. Select the correct patient from the list
  4. Click on accept at the bottom of the page
  5. Click on new Item
  6. At the bottom of the screen is the diagnosis section
  7. Type in the ICD-10 code,
  8. Put a tick in the add to all line items radio box
  9. Click on save
  10. If there is more than one ICD-10, click on new and add the next ICD-10 code
  11. Click on save
  12. Click on line type and select procedure
  13. Type in the procedure code or click on ‘find’ if you do not know it
  14. You may also change the amount if your practices charges different prices
  15. Click on save on the right hand side
  16. The line will now reflect at the top of the page
  17. Click on new item in order to capture more claim lines
  18. Click on finish once all the claim lines have been captured
  19. Select the correct date
  20. You can also add your referring doctor on this page
  21. Click on send now in order to send to the medical aid or click on send later
Editing claims
  1. Click on the message centre on the home page
  2. Read the status of the claim
  3. You may also right click on the claim and select view response in order to read the full response
  4. If the rejection is based on member details, click on edit member (follow steps in rejection reasons and what action to take)
  5. If the rejection is based on incorrect claim information, click on edit claim and (follow steps in rejection reasons and what action to take)
Linking scripts – for Optometry only
  1. Create the claim as per normal (please see steps on how to create claim)
  2. Start with the eye test and save.
  3. Create the first line item, add the amounts etc.
  4. Double click on the eye you would like to link to the line item. (An asterisk (*) will reflect on the box next to the eye detail as indication)
  5. Click on save item and repeat same process for the next eye

NB any lens add-ons must be linked with each line item being added.

Importing issues – claims not importing
  1. Claims may have invalid or missing information. Check in the PMA and fix and re-import
Routing code information
  1. Go to https://www.mypractice.co.za/mp/
  2. On the home page click on annual changes
  3. Select the segment your practice belongs to (e.g. Optometry, GP etc.)
  4. Click on list of medical aid schemes tab
  5. Select between Medprax and non-Medprax users tab
  6. Wait for the pdf document to download
  7. To open the pdf, either click on the download at the bottom left corner of your screen or go to your download folder
  8. The routing codes will be available in the document
Rejection reasons & what action you need to take
  1. There are two primary reasons why claims reject, incorrect claim header details or claim line details
  2. Go to the message centre and read the response of the rejected claim
  3. You can either use the action colours in order to identify rejected claims or the status of the claim
  4. Read the response and fix the claim in your PMA
Understanding the claim statuses & action to take
  1. To be sent
    The claim is still on your PC and has not been sent yet
  2. Awaiting response
    Your claim has been successfully sent, but there is not a response yet
  3. Processed
    The medical aid has fully processed the claim, this does not necessarily mean that the claim will be fully covered
  4. Rejected
    The claim has been rejected, read the response to find out why
  5. Accepted/Received by Healthbridge or medical aid
    The claim has been successfully delivered to the medical aid and you will receive more information in your remittance advice
Healthsuite 3 also uses action colours in order to categorise claims and also to help identify claims that require action
  1. Red – take action immediately. There is an outstanding balance
  2. Orange – Observe There has been no response yet from the medical aid. The colour will change as soon as a response comes through
  3. Green – No action require at this stage. You may need to take action when you receive the remittance advise
  4. Blue – You have marked this claim as resolved
Matching RA’s

Matching RA’s

  1. Click on RA centre
  2. New RA’s that have not been matched will be marked as received in a red colour
  3. Select the RA and click on step 1 of 3 – confirm payment
  4. This step to confirm that the RA payment amount matches the mount reflected in the bank account
  5. A pop up window will open. Select no if you have already manually reconciled the RA or yes to reconcile electronically
  6. Click on ok
  7. Select the payment confirmation option
  8. Click ok
  9. Click on step 2 of 3 – activate RA in order to activate the RA
  10. Once activated it is possible to view the full details of payment
  11. Double click on the activated RA if you wish to view claim details or skip to the next step
  12. Click on step 3 of 3 – send RA to PMA in order to send the RA to the PMA for reconciling
  13. You can select multiple RA’s and send through to the PMA by completing the steps above
  14. Log onto your PMA and reconcile the RAs

Resetting passwords
  1. Login using your current login details
  2. Click on your name at the top of the right hand corner (next to log out button)
  3. Type in the current password
  4. Type in your new password and confirm
  5. Make sure your password meets the criteria of 8 characters, number, upper case, lower case and special character
  6. Click on save password
  7. Click on reset your password if you don’t know your login details
  8. Enter your username and click on reset password
  9. Follow the instructions in the email that will be sent to you
BC activation
  1. Click on this link https://www.benefitcheck.co.za/
  2. Select existing client
  3. Click on download benefit checker
  4. Open the download and follow the instructions
  5. Type in your user name and password which is:
  6. Username: practice number
  7. Password: Password1!
  8. And then login

Understanding the Healthbridge Invoice

Hb starter and Capture Col 50 invoice

HB360

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