Help

• Are you on the correct login page? You should be on a blue page where the first field is “Practice ID”.
• Make sure your CAPS lock is off. The Practice ID and Login ID automatically capitalize. The password is case sensitive.
• Make sure you don’t have any spaces in your Practice ID and Login ID.
• If you are still unable to log in, please call (630-519-3558) or email us (support@healthnautica.com).

• If there is an admin in your practice, they can reset your password. Otherwise, please call (630-519-3558) or email us (support@healthnautica.com) and have the following information:
  • Practice ID
  • Login ID (or your full name if you do not recall your Login ID)

• Practice Name
• Practice Address:
• Practice Phone
• Practice Fax:
• Physician Full Names and NPIs:
• Facilities you will be scheduling to:
• Main Contact Name
• Main Contact Phone:
• Employees who will need logins to the system
  • Full Names:
  • Preferred Login IDs (optional):
  • Email Addresses:
  • Phone Numbers:
• Is training needed?
  • If so, please give us some dates/times that would be best and if you would prefer in-person or virtual training.

• Practice Name
• Practice Address:
• Practice Phone
• Practice Fax:
• Physician Full Names and NPIs:
• Facilities you will be scheduling to:
• Main Contact Name
• Main Contact Phone:
• Employees who will need logins to the system
  • Full Names:
  • Preferred Login IDs (optional):
  • Email Addresses:
  • Phone Numbers:
• Is training needed?
  • If so, please give us some dates/times that would be best and if you would prefer in-person or virtual training.

Please call (630-519-3558) or email us (support@healthnautica.com) with your Practice ID and the user’s Login ID or full name that needs to be removed.

• For removing a physician, please call (630-519-3558) or email us (support@healthnautica.com) with your Practice ID, the physician’s name, and the date the physician left (approximate is fine).
• For adding a physician, please call (630-519-3558) or email us (support@healthnautica.com) with your Practice ID, the physician’s full name, and the physician’s NPI

Please call (630-519-3558) or email us (support@healthnautica.com) with your Practice ID and the new office name, address, phone, and fax.

Please call (630-519-3558) or email us (support@healthnautica.com) with your Practice ID, the facility you need to add, and the department(s) you will be submitting to (e.g. Surgery, GI, Cardiac)

• Your Practice ID
• The new employees names, email addresses, and phone numbers
• The best times for training and whether you prefer virtual or onsite

Yes! Even if a facility does not utilize HealthNautica eORders, you still have the ability to fill out and send the forms through HealthNautica and we will fax them to the facility. Please call (630-519-3558) or email us (support@healthnautica.com) and we can discuss further.

• If you or another user in your office has not yet acknowledged the message,
  • then in the Alert Messages section on your practice homepage, click on the number at the end of the “Facility Responses ACTION NEEDED: Pending Surgeries/Procedures” link. Once you find the patient, you will see a message bubble in the “Facility Messages” column.  Once you’ve read the message, you can click Mark as Read at the bottom of the message.
• If you don’t see the message in this list, someone must have already acknowledged it. Please look up the patient using “Surgery/Procedure Request Lookup” and you can click on the message bubble icon under the “Facility Messages” column to review the message. You will also see who acknowledged it.

There is a quick guide on Facility Responses in the “Quick Guides” section at the bottom of your practice homepage. You can always call (630-519-3558) or email us (support@healthnautica.com) if you still need assistance.

• Generally this is either due to an invalid character on the form or exceeding a character limit.
  • Please make sure that you are not using any of the following characters when filling out the form (especially when you are copying and pasting):
    • # (pound sign)
    • & (ampersand)
    • @ (at sign, the exception is it is OK to use in the email address)
    • ‘ (apostrophe)
  • Are there any sections where you are having to write a lot of information? If you don’t find any special characters on the form, it may be that there is a character limit being reached – please call (630-519-3558) or email us (support@healthnautica.com) and we can assist.

• If you saved it as a draft, you should see it in the “Incomplete Surgery/Procedure Requests” list in your “Alert Messages” section.
• PLEASE NOTE: Once you have submitted the eORder to the facility, you can always find it by doing a Surgery/Procedure Request Lookup regardless of what the status is.
• If you submitted it and the facility has not yet responded, you should also see it in the “Awaiting Facility Action” list in your “Alert Messages” section.
• If you submitted it and the facility has responded, as long as someone at your office has not yet acknowledged the response, you should also see it in either the “Facility Responses ACTION NEEDED” list or the “Facility Confirmations” list depending on how the facility responded.
• If you are still unable to find the eORder, please give us a call (630-519-3558) and we will help you locate it for you.

There is a quick guide called “Choosing Insurance in eORders” in the “Quick Guides” section at the bottom of your practice homepage. If after viewing the guide, you still do not believe there is an insurance that is close enough to what your patient has, you can choose “Other” for Insurance and type out the name manually in the next field. You can always call (630-519-3558) or email us (support@healthnautica.com) if you still need assistance.

Generally, this is because either the patient has a Penicillin allergy or the patient is a minor in which case there should be an “alternate” antibiotic option to choose. If you believe that the antibiotic option is grayed out in error or you still do not know how to proceed, please call (630-519-3558) or email us (support@healthnautica.com) with your Practice ID and the facility you are trying to submit to.

There is a quick guide on attaching documents in the “Quick Guides” section at the bottom of your practice homepage. You can always call (630-519-3558) or email us (support@healthnautica.com) if you still need assistance.

We have the ability to interface with any EMR. Please call (630-519-3558) or email us (support@healthnautica.com) to find out if we are already interfaced with your EMR or if you would like more information on how to get started.

If there is information you find yourself typing over and over on each eORder form, there are many options available to you to speed this up. Please call (630-519-3558) or email us (support@healthnautica.com) and we can help!

Yes, depending on your location. Please call (630-519-3558) or email us (support@healthnautica.com) and we can get training set up.

Yes. Please call (630-519-3558) or email us (support@healthnautica.com) and we can get training set up.

After pulling up a patient, you can click on any version under the “View Version History” column to view the changes made on any version of an eORder. Please call (630-519-3558) or email us (support@healthnautica.com) if you are having trouble finding this section.

Yes, we will automatically check eligibility every time an eORder is submitted or updated as long as a valid insurance has been chosen and the payer allows it. PLEASE NOTE: If you choose “Other” for insurance, we will not run eligibility. If there is an insurance company you use a lot that you do not find in the insurance list, please call (630-519-3558) or email us (support@healthnautica.com) and we should be able to add it.

Yes, you can, but be aware that the facility may reject the eORder. If you are seeing a stop sign, that means that according to CMS guidelines, there may be an issue that would stop the payer from paying for the service. Although, it does depend on the insurance company. You have a lot of options to get rid of the stop sign when necessary. Please review the “Medical Necessity” guide in the “Quick Guides” section at the bottom of your practice homepage. You can always call (630-519-3558) or email us (support@healthnautica.com) if you still need assistance.

Please call (630-519-3558) or email us (support@healthnautica.com) with the following information and we can look into the request:

• Your Practice ID
• Your Name
• The facility and form you would like to add something to
• What you want to add to the form and why

Please view the “Clearing Cache” quick guide in the “Quick Guides” section on your homepage for instructions on how to clear cache and modify your browser settings. Please feel free to call (630-519-3558) or email us (support@healthnautica.com) if you still have questions.

• Yes, we do have the ability for you to include a vendor on a case so they get a notification and case information. They also would get automatic updates when anything changes on the eORder. Please call (630-519-3558) or email us (support@healthnautica.com) and we can find out if vendor communication is already active for the facility(ies) you are scheduling for.

• After pulling up a patient from one of your Alert Messages list or using the “Surgery/Procedure Lookup”, you will see a column called “Action”. In this column, you will either see a “Cancel” hyperlink or “Reinitiate” hyperlink.

• • In order to cancel the case, click the “Cancel” hyperlink and then indicate your reason for cancellation on the next screen. Once you click the “Cancel Surgery” button, the cancellation will go through to the facility.
  • If the case is currently canceled and you want to reinitiate, then you can click the “Reinitiate” link. Once it is reinitiated, you can then click the DOS link under the “Edit Surgery/Procedure” column to open up the eORder and make any edits.

• Yes, we can limit what type of eORders show in the Alert Messages section for any user in the account. Please call (630-519-3558) or email us (support@healthnautica.com) with the following information:

• • Your Practice ID:
  • Your Login ID:
  • Which physician or office you want to appear in the list:
  • Do you schedule for any other physicians or office locations?: