Claim Chaser Docs
Getting Started with Claim Chaser
Who this is for: the office manager or biller setting up a practice. No technical background needed. Follow it top to bottom and your practice goes from login to automated calls in one sitting — most front desks finish in well under an hour.
🆘 Stuck on any step, or something doesn't match this guide? Reach out to your Claim Chaser onboarding contact — we'll walk you through it. You don't have to figure anything out alone.
The mental model — how Claim Chaser is put together
Here's the whole thing in one sentence:
You have doctors and offices. You connect them to the insurance companies each doctor works with. Then you hand us your claims, and we call to work them.
Everything below is just filling in those pieces in the right order:
- Set up your office(s) — where your practice bills from.
- Add your provider(s) and each one's NPI — the doctors who bill.
- Tell us which insurers each provider is credentialed with — the connection that lets a call actually succeed.
- Upload your claims — the denied/unpaid claims you want us to chase.
- Turn on calling — and we start working the phones for you.
Each piece exists for a reason, and skipping one is the usual cause of "why isn't my claim getting called?" We call those reasons out as we go.
A word about the two must-haves. Two things carriers demand on the phone before they'll talk about a claim: your Tax ID (your practice's federal tax number — the "EIN") and the provider's NPI (a doctor's 10-digit national ID number). If either is missing, the call stalls or gets rejected — a wasted call and a dead end. That's why we ask for them up front, on your profile, before any calling starts.
Before you start — the intake sheet
Fill out the New Practice Intake Sheet once, before you log in. It captures everything Claim Chaser needs so we recover more of your claims on the first call and you spend nothing on calls that can't succeed. Have these ready:
- Your office address, callback phone number, and EIN (your practice's 9-digit federal tax ID).
- Each provider's name and NPI — the provider's 10-digit National Provider Identifier, found on their credentialing paperwork or free at npiregistry.cms.hhs.gov.
- For each provider, the list of insurance carriers they're credentialed (in-network) with. This is the single most important thing to get right — see Step 3.
- Your claims report from your practice management system (for Open Dental, the "Outstanding Insurance Claims" report saved as a
.txtfile). Not sure how to pull it? Ask your practice-management support contact — or us — to generate it. You upload it as-is; you never edit it.
Why the intake sheet matters: the more complete it is, the more claims we recover on the first call and the fewer wasted, un-billable calls we make. Two sections in particular — Tax ID / NPI and credentialing — are what carriers demand on the phone. Without them, calls stall. Filling them in up front is the difference between "we started recovering money" and "why is nothing happening?"
Step 1 · Log in
Go to app.claimchaser.ai and sign in with the email and password from your Claim Chaser welcome email. (Don't have your login yet, or can't find the email? Contact your Claim Chaser onboarding contact and we'll get you set up.) You'll land on your Dashboard — your home base for calling status and results.
Step 2 · Set up your office(s)
Go to Offices → Add Office, fill in the fields, and click Save. Repeat for each location.
| Required | Optional |
|---|---|
| Office Name · Street Address · Callback Number · EIN | City · State · ZIP Code · Fax |
- Callback Number — the number the calling agent gives the insurance company when they ask how to reach you. Give the line you actually want reps to call, not necessarily your main line. It's required to save an office (10 digits).
- EIN — your practice's federal tax ID (9 digits — enter as
12-3456789or123456789, either works). Carriers ask for it on most calls to verify you, so it's required. - Office ZIP is optional. The ZIP that matters for verification is the subscriber's ZIP, which rides along in your claims report — not the office's.
Why an office first: every claim gets assigned to an office, and the office is where your EIN and callback number live — the two things the agent reads to the carrier. Multi-office practices: add each one; claims can be assigned per office.
Step 3 · Add your provider(s) + NPI
Go to Doctors → Add Doctor, enter each billing provider, and click Save.
| Required | Add before calling | Optional |
|---|---|---|
| Doctor Name | NPI (10 digits) | Office assignment |
💡 You can save a provider before you have their NPI — but no calls run for that provider until the NPI is on file. It's the second thing carriers ask for. Add it before you turn on calling, or claims for that provider will sit uncalled.
Why the NPI matters: carriers like Humana and Aetna ask for the provider's NPI to pull up the claim. No NPI on file means the call stalls at the carrier's automated phone system. The NPI lives on the provider's Claim Chaser profile — it is not something you put in the claims report.
Step 4 · Connect each provider to their insurers (credentialing)
This is the "connect them all to an insurance provider" step from the mental model — and it's the one that protects your money most.
For each provider, tell us the insurance carriers they are in-network / credentialed with. In the app, that means, per provider, linking them to each of their carriers. Claim Chaser will only call the carriers you've connected a provider to.
- If a carrier you use isn't in our system yet, request it — we'll set it up and let you know when it's ready.
- Also flag any carrier you submit claims to but are NOT credentialed with (or aren't sure). We'll pause those so you're never billed for calls that can't succeed.
This is the single most important thing to get right. If we call a carrier a provider isn't credentialed with, the claim comes back out-of-network — a wasted call and a dead end. We've seen a practice burn spend calling 8 carriers one of their providers wasn't credentialed with. Listing credentialing up front means every call we make is on a carrier that can actually pay you. Your office manager or biller usually has this list if you don't — it's worth getting right.
Step 5 · Upload your claims
Go to Uploads, choose your practice-management format (e.g. Open Dental), and select your report file. Claim Chaser maps the columns for you and shows a review screen before anything saves.
- It flags any row missing an essential — patient name, date of birth, carrier, date of service, billed amount, or a member/patient ID — so you can fix it inline.
- It matches insurance carriers, offices, and providers to your records. If it can't match one automatically, it asks you to pick the right one from a dropdown (or add it) — just confirm each.
- Click Confirm Upload.
✅ Set up your offices and providers first (Steps 2–3). The claims report doesn't include office or provider columns, so we can't attach claims to them otherwise. Re-uploading the same report later is safe: it updates your claims instead of creating duplicates.
One tip on member IDs: enter each member/subscriber ID exactly as printed on the card, including any letters (e.g. a leading W). For carriers whose IDs contain letters, the agent speaks the letters to the rep — a digits-only ID breaks that.
Step 6 · Turn on calling — and we work the phones
On the Dashboard, click "Turn on Voice." The prompt shows how many claims are callable and your hourly rate — confirm, and Claim Chaser starts calling. Click "Turn off Voice" any time to pause.
💡 You're billed only for the time the agent is actually on the phone — failed calls are free. A claim gets called once its data is complete and it's linked to a complete office and provider, so finish Steps 2–5 first.
Step 7 · Read your results
- Dashboard — your callable-claim count and any calls happening live.
- Claims — every claim and its status as the agent works it, with the denial reasons and next steps captured from each call.
- Your recovered-dollar totals roll up here.
That's it — you're live. Claim Chaser now works your claims and updates each one as it learns why it was denied and what to do next.
🆘 Anything not working the way this guide describes? Contact your Claim Chaser onboarding contact — we're here to help.
Quick reference — the field rules
| Field | Where it goes | Rule |
|---|---|---|
| EIN (office tax ID) | Office profile (Step 2) | Exactly 9 digits; 12-3456789 or 123456789 both fine |
| Callback number | Office profile (Step 2) | 10 digits; required to save an office |
| NPI (provider) | Provider profile (Step 3) | Exactly 10 digits; required before that provider's claims call |
| Credentialing | Connect provider ↔ carrier (Step 4) | Only connected carriers are ever called |
| Member / Subscriber ID | Claims report (Step 5) | Enter exactly as printed, letters included |
A note on carrier verification (for reference)
On the phone, carriers commonly ask for the provider's NPI (e.g. Humana, Aetna) or the practice's Tax ID / EIN (e.g. Delta Dental) — both of which you provide on your profile in Steps 2–3. Some carriers (e.g. MetLife) may also ask for the subscriber's ZIP, which comes from your claims report.
One heads-up: a few carriers require the subscriber's Social Security Number to verify identity. Claim Chaser does not collect SSNs today, so calls to those specific carriers may not go through until that's finalized. Your Claim Chaser contact will let you know if any of your carriers are affected — there's nothing you need to do here.
This guide upgrades the earlier New-Practice Activation Runbook. If you're a developer or partner integrating Claim Chaser into your own software, see the API onboarding guide instead — the same journey, over HTTP.