Frequently Asked Questions

Our system is computer-agnostic and runs on both Macs and PCs. If you have access to the web, you can use Empathic.

Empathic is a SaaS (Software as a Service) program that is delivered to you via your internet browser. We recommend that you use the latest versions of Firefox or Chrome. Both of these browsers can be downloaded for free on your Mac or PC.

There are 3 training sessions included in Empathic’s set-up and implementation process. Each session is approximately one hour.

After your first training session, you will be able to navigate the system, complete your notes, and submit your invoices or claims to the Financial Center (FC).

You will be ready for your second training session once your ERAs begin to automatically populate in the FC. Your HIPAA Business Associate will walk you through the process of claim management and how to watch for potential roadblocks.

The final training is a follow-up, scheduled when you feel it is necessary. This time is for you to answer any questions that have arisen during your first few weeks using the system. Most providers do not need more training than this.

Yes! Empathic has live support from its corporate offices in Minnesota. You may speak to one of our HIPAA Business Associates on a first-name basis Monday through Friday, 9:00 a.m. to 5:00 p.m. (CST). If you are a billing account, your dedicated Billing Specialist is available during these same hours.

Empathic offers both email and phone support as part of your subscription. We pride ourselves on responding in a timely manner.