Facility Management FAQs

1. Do I need special software to use the HCAI Web Application?
2. I have 3 sites, or locations, for my clinic. I plan to register all of them. Can I use the same Username when I register each of my locations?
3. Can I use HCAI to invoice electronically for services that were submitted on a plan sent to the insurer by fax or mail?
4. Does HCAI apply to all NEW patients that are seen by our clinic after our HCAI effective date? Or do we have to use HCAI for all patients, whether they are new or were with us prior to our HCAI effective date?
5. Does HCAI change the SABS timelines that require an insurer to respond to a plan or invoice in a prescribed time period?
6. What is a "business day"?
7. Can HCAI accommodate multi-disciplinary treatment and assessment plans
   (OCF-18s)?
8. Can't submit. I am unable to submit forms because my clinic is in the "Not Approved" state. Why is this?
9. No "Submit" button. When I am in HCAI, there is a notice that says that I can create forms but I cannot submit them. Why is this?
10. How do I correct the spelling error or change the profession of a Provider?
11. How do I change the profession that was selected for a health provider?
12. Can I give "Plan Submission" but not "Invoice Submission Capabilities" to a user?
13. When I click on "Print", nothing happens.
14. I keep getting a security message as shown below. How do I stop that from happening?
15. How will I know if my PMS vendor is intending to integrate with HCAI, and when?
16. My clinic uses PMS, but it is only used for invoicing. Can I send plans (OCF-18s & 23s) to HCAI using the Web application, but send invoices (OCF-21s) using my PMS?
17. Is printed data protected by HCAI?
18. How do I clear my internet browser's cache?
19. I don't know who the Authorizing Officer (AO) or User Administrator (UA) is. How can I find out?

1. Do I need special software to use the HCAI Web Application?

No. To learn about the system requirements for using HCAI, click here.

2. I have 3 sites, or locations, for my clinic. I plan to register all of them. Can I use the same Username when I register each of them?

No. Each User Name may only be used once. If your facility has more than one location, you may wish to choose to use a similar User ID with slight changes.

3. Can I use HCAI to invoice electronically for services that were submitted on a plan sent to the insurer by fax or mail?

Yes. Once a health care facility is enrolled with HCAI and is using the system, the facility must use HCAI to submit plans and invoices to HCAI-participating insurers, regardless of whether the prior document was submitted in paper format.

4. Does HCAI apply to all NEW patients that are seen by our clinic after our HCAI effective date? Or, do we have to use HCAI for all patients, whether they are new or were with us prior to our HCAI effective date?

HCAI must be used for ALL patients for whom an OCF-18, 23 or invoice (OCF-21B/C) is being submitted. It does not matter if they are an existing or new patient.

5. Does HCAI change the SABS timelines that require an insurer to respond to a plan or invoice in a prescribed time period?

NO. A plan successfully submitted by HCAI prior to at 5pm of a business day is considered to have been received by the insurer on that business day. Refer to the Statutory Accident Benefits Schedule for details on the SABS timelines.

6. What is a "business day"?

Consistent with the SABS regulations and applicable law, a "business day" is any day on the calendar from Monday to Friday, not including Saturdays and public holidays.

Public holidays are Sunday, New Year's Day, Family Day, Good Friday, Victoria Day, Canada Day, Labour Day, Thanksgiving Day, Christmas Day and Boxing Day.

Easter Monday, Remembrance Day and the first Monday in August (the Civic Holiday) are NOT considered public holidays for the purposes of the SABS timelines calculation.

7. Can HCAI accommodate multi-disciplinary treatment and assessment plans
(OCF-18s)?

Yes. You can complete a multi-disciplinary plan or assessment proposal, where several practitioners plan to deliver specific services.

8. Can't submit. I am unable to submit forms because my clinic is in the "Not Approved" state. Why is this?

All facilities are in the "Not Approved" state until they are activated just prior to their effective date. If your clinic has been approved (activated) but has reverted to "Not Approved", the most common reason for this is that the Authorizing Officer (AO) name has been changed in the FACILITY MANAGEMENT tab. When the AO name is changed, the practice's contract with HCAI is voided and a new contract must be submitted that is signed by the person who is named in the "Authorizing Officer" field.

9. No "Submit" button. When I am in HCAI, there is a notice that says that I can create forms but I cannot submit them. Why is this?

There are two common reasons for this:

1. The first reason is addressed in the above question and relates to the clinic being in the "Not Approved" state.
2. The second reason is because there are no providers associated with the facility.
   1. To check if you have providers, go to the MANAGE global tab and the FACILITY MANAGEMENT sub-tab.
   2. Scroll down to "Associated Providers". There must be at least one provider associated with the clinic.

10. How do I correct the spelling error or change the profession of a Provider?

"I entered the name (profession) of a Provider incorrectly and that Provider was activated."

To correct the spelling of a Provider's name or to change their profession, you must delete that provider and enter the correct information.

Refer to Chapter 3 of the User Manual for instructions on how to delete a provider.

If that provider is also a User, you must deactivate the User and re-enter the User information using the correct provider information. Chapter 3 also contains a section that can instruct you on how to deactivate users.

11. How do I change the profession that was selected for a health provider?

Refer to Chapter 3 of the User Manual, in the Section called "Adding and Removing Providers". Once you "end" a version of a provider's name, it will no longer appear in the dropdown lists on plans; however it will continue to appear on invoices.

For that reason, if you enter a provider's name a second time, try to use a spelling that will permit you to select the right version of the provider.

E.g. John Smith may be entered a second time as John A. Smith.

12. Can I give Plan Submission but not Invoice Submission Capabilities to a user?

"I would like to give a clerk the responsibility of submitting treatment plans, but I don't want clerks to have the responsibility of submitting invoices."

No. Plans and invoices are treated similarly in HCAI, which means you cannot separate access to plan submission from invoice submission.

13. Print button doesn't work. When I click on "Print", nothing happens.

In order to print downloadable PDFs, your system must permit pop-ups from the HCAI site. To allow this:

1. Open Internet Explorer
2. Go to Tools -> Internet Options. This will open the "Internet Options" window
3. Click "Privacy" tab

4. On Per Site Privacy Actions, click "Sites."

5. Type www.hcai.ca in Address of Web site: text box.

6. Click "Allow" button
7. Verify that a new entry is added in "Managed Web sites (Domain: hcai.ca, Settings: Always Allow)

8. Click OK, it will close Per Site Privacy Actions
9. Click OK to close Internet Options window

To verify, try to download facility registration details (If your facility is not yet approved). If the facility is approved, try to download any OCF form.

Note: In some cases, the internet explorer might show following message below the address bar:

"To help protect your security, Internet Explorer blocked this site from downloading files to your computer. Click here for options."

In this case, right click on the message and click "Download File...".

14. I keep getting a security message as shown below. How do I stop that from
happening?

1. In Internet Explorer, go to Tools > Internet Options.
2. Click the tab that says “Security”.
3. In the window called "Select a zone..." make sure that that "Internet" is selected.
4. Click “Custom Level” and scroll down about half way to "Display mixed content" in the "Miscellaneous" section.
5. Change it from Prompt to Enable.
6. Click <OK>, <Yes>, and <OK>.
7. The change should take effect immediately.

15. How will I know if my PMS vendor is intending to integrate with HCAI, and when?

The HCAI team has made every effort to contact all PMS vendors that service clinics in Ontario. Some PMS vendors have agreed to have their names published on the HCAI Information Website. You can check to see if your vendor is on this list by clicking here.

If you intend to use your PMS to interact with HCAI, you may wish to contact your PMS vendor to ask what their plans are for HCAI integration.

16. My clinic uses PMS, but it is only used for invoicing. Can I send plans (OCF-18s & 23s) to HCAI using the Web application, but send invoices (OCF-21s) using my PMS?

Yes. You may wish to speak with your PMS vendor to determine how invoicing will be handled in your practice. If you have successfully submitted a form to HCAI using the Web application, however, the form will be assigned a "document number". When you prepare your invoice, this document number must be referenced in the invoice in order for HCAI to match the invoice to the right plan.

17. Is printed data protected by HCAI?

No, once an OCF is printed it is your responsibility to protect it. Your health care facility's policies on data protection should cover your responsibilities. Although HCAI is responsible while data is in the HCAI system, it is your responsibility to your client/claimant/patient to protect their PII at all times. This is why HCAI has made commitments to privacy which your organization has reviewed and, in turn, made commitments of its own.

18. How do I clear my internet browser's cache?

If you are using any version of Microsoft Internet Explorer:

1. From your browser menu select "Tools";
2. From the View drop-down menu select "Internet Options";
3. On the "General" tab (the 1st one at the top) look for the "Temporary Internet Files" section near the middle of the window;
4. Click on the "Delete Files" button;
5. A new window appears, check the little box that says: "Delete all offline content", click the "OK" button-an hour glass tells you that files are being deleted.

If you are using Firefox:

1. Click "Tools" and select "Options" on the Firefox menu bar;
2. Click the "Privacy Icon" on the Option menu bar to open the Privacy Properties;
3. Click "Clear" across from the Cache/Private Data option;
4. Click "OK" to return to the browser main page;
5. Exit and re-launch the browser.

For users of other browsers, please refer to your browser's documentation on memory/disk caching.

19. I don't know who the Authorizing Officer (AO) or User Administrator (UA) is. How can I find out?

Every health care facility in HCAI has an Authorizing Officer (AO). In addition, the AO may have assigned other User Administrators (UA). If you are not sure who the AO or UA is, ask the owner or senior manager of the facility.