1. Use Approved Channels Only
✔ Always upload files through the Client Portal or secure email link
✔ Avoid using WhatsApp, SMS, or personal email for PHI
✔ Use platforms that are HIPAA-compliant and encrypted
2. Name Files Clearly and Consistently
✔ Include patient name, date of service, and document type
✔ Examples: “JohnDoe_042524_EOB.pdf” or “SmithJane_PriorAuth.docx”
✔ Avoid vague names like “scan1” or “document_new”
3. Scan and Format Requirements
✔ Use high-resolution scans for EOBs, authorizations, or referrals
✔ Submit files in PDF, JPG, or DOC format — avoid ZIP files
✔ Ensure all pages are legible, complete, and not password protected
4. Maintain an Internal Log
✔ Record each upload date, document type, and patient name
✔ Helps in tracking, follow-ups, and avoiding duplicates
✔ Confirm submission was successful and visible in the portal
5. Common Challenges & Fixes
| Challenge | Fix |
| File not received by billing team | Confirm it was uploaded to the correct section in the portal |
| Upload limit error | Compress the file or split into smaller batches |
| Wrong document sent | Immediately notify support and re-upload the correct file |
| File rejected due to format | Convert to PDF or JPG using any free document converter |
