Welcome to the ECLIPSE EHR Cloud Support Center Knowledge Base

You can easily update your ECLIPSE EHR Cloud® subscription as follows:

• Select Settings from your navigation bar. (See screenshots below.)
• Then, select Subscription from the pop-up menu.
• You should now see a form similar to the first screenshot below.
• Each row represents a product included in your subscription.
• The Actions column as denoted below in the red box allows you to make changes to each product in your subscription. As you make changes, prices will be updated on your screen.
• Change a quantity: Use the + (plus) and – (minus) icons to add or subtract quantities. The screenshot below depicts 10 users. You can add or subtract users by choosing the appropriate action.
• Remove a product: Existing products can be removed by clicking the x icon in the Actions column.
• Add a product: Products can be added from the Add Product dropdown menu immediately above the grid on the right side of your screen.
• When you make your first change, the Update Subscription button is now lit up & flashing.  A message in red reminds you: Please press ‘Update Subscription’ to commit your changes. Once you complete your changes, please make sure you save them prior to closing this tab or exiting ECLIPSE!
• To cancel your subscription, simply press the Cancel Subscription button on the left side of your screen. Please ensure you’re familiar with our Terms Of Service prior to cancellation.
• To update your credit card information, press the Update Card Details button below the grid.

IMPORTANT NOTES:

All prices are prorated as of the day you make changes. Thus, if you add or subtract users, those changes will be reflected & priced on your next bill based on the # of days remaining in the current billing period.  

If you don’t press the Update Subscription button, none of your changes will be committed.

When you update your credit card details, this does not mean your card will be immediately billed. If for example, your card was declined for any reason, it may be several days before Stripe’s credit card processing system automatically rebills it. In the event your subscription is now beyond the grace period, and you can no longer access your data, please contact us & we will send you a manual link to pay your bill.

Trick question: Who is legally responsible for the information on each & every bill?

Answer: You. The doctor whose name is on it.

You can better streamline your cash flow and simultaneously lower your exposure to audits!

Billing previews have played a key role in our multi-disciplinary practice for decades. The preview is an opportunity to prevent billing errors before they happen. Here’s a small sample of what you can learn when you preview your billing run:

• Catch data entry errors relating to entered procedure & diagnostic codes.
• Receive notifications about potential issues:
  • Missing primary diagnostic code.
  • Missing patient’s DOB.
  • Duplicate ICD codes.
  • Missing insurance info – such as a policy #.
  • Missing required authorizations.
  • Duplicating the policy and/or group #’s.
  • Get a reminder that you or someone in your office placed a hold on bills for this patient.

Data entry errors have two general results:

1. They directly affect your cash flow.
2. They can trigger an audit.

It’s time consuming to trace & correct errors after they happen. Correcting errors before they’re billed is easier. Simple data entry errors may trigger a payer’s computer system to flag your claims. The results can seriously affect your cash flow from that payer & may result in your need to explain & justify the errors to an auditor. For example, a simple error such as a duplicate bill (your perspective) may be flagged as fraud (the payer’s perspective).

Using the preview functionality prior to billing runs has always been a mainstay of our practice. And since we see what happens to thousands of practices nationwide, we believe it’s been one of the key factors that has helped us maintain superior cash flow, lower our receivables, and avoid related problems as compared with others.

How do I do this?

• You’ve already selected Unbilled Charges from the ECLIPSE EHR Cloud Billing menu.
• Under General options, select Preview Only.
• Select all other options as you would normally.
• Send the report to your screen or printer.

Your data is secured in government approved & accepted encrypted formats in motion & at rest. Where is your data? On secure servers hosted by Microsoft Azure & MongoDB.

You’ve likely heard the term “SQL” in reference to computer data. SQL is a 1970’s IBM invention — and we don’t use these legacy table formats to store your data!

All your patient data is stored within MongoDB’s industry standard BSON format. BSON stands for Binary Javascript Object Notation. The BSON NoSQL format has a variety of inherent advantages: it’s is easy-to-use, flexible and offers high performance scalability, making it ideal for complex, fast-changing data needs — unlike traditional SQL databases. You already interact with MongoDB databases daily as you use online tools such as Expedia to book travel, MapQuest to get directions, SEGA for online gaming, or Wells Fargo to process credit card transactions.

Within MongoDB, all data, including database files, backups, and diagnostic data, is automatically encrypted as soon as it’s written to disk. MongoDB uses AES-256 encryption to encrypt your data at rest, ensuring that sensitive information is protected, is compliant with industry standards such as FIPS 140-2, and meets requirements for various regulatory frameworks (e.g., GDPR, HIPAA, PCI-DSS).

Documents that you create, import or scan are stored within Microsoft Azure. Data in Azure Storage is encrypted and decrypted transparently using 256-bit AES encryption, one of the strongest block ciphers available, and is FIPS 140-2 compliant. Azure Storage encryption is similar to BitLocker encryption on Windows.

How do you handle cash patients to provide discounts without running afoul of state & federal law? There seem to be misconceptions regarding this topic. And as a result, some of you get frustrated attempting to handle this properly in ECLIPSE. So, here are a few facts & tips from Dr. Walters’ practice:

• State laws vary with regard to the concept of multi-tier fee-for-service billing. In NJ, the law specifically prohibits healthcare providers from charging, as an example, one fee to Aetna & another [discounted] fee to cash patient John Smith for an office visit.
• A common mistake is the notion that “adjusting” a fixed amount from your standard fee legally justifies the lower fee. This may be fine for occasional use with a small percentage of cash patients, but is otherwise “proof of fraud” from the perspective of a commercial payer. Auditors will simply review the overall percentage in your records, note the obvious pattern, and possibly refer you for prosecution.
• One easy solution is to have an attorney create a contract that meets the laws in your state. The contract between you & your patient creates an alternative to the fee-for-service concept (e.g. a monthly charge without a visit limit, possibly for maintenance care).
• Once you have a defined path, there are two ways to approach & record this information in ECLIPSE. First, create a billing profile for these patients. Then, if multi-tier billing is legal where you practice, create codes with the proper fees to avoid using adjustments to “fix” a problem that shouldn’t exist. Otherwise, create $0.00 versions of your visit codes & separately bill your patient with a new “contract’ code that properly represents the contracted fee structure (e.g. $250/quarter). You can create billing reminders to ensure you enter & bill out your contract codes.

In order to transition from December to January of a new year in ECLIPSE EHR Cloud, there are some housekeeping chores to perform:

Resetting Deductibles

• Select Reset Deductibles from your Settings | Utilities menu.
• Before doing anything else, consider the available option: Don’t update “Deductible Remaining” fields that currently have a balance: If checked, this option will bypass resetting the deductible for patient accounts where a current deductible remaining exists (> $0.00).
• To reset ALL deductibles for ALL patients in the database, click OK. When the scan is complete, all deductibles remaining will be reset to the deductible amount.
• If you do NOT want to reset ALL deductibles, (not all patient deductibles change as of the first of the year), press the Filters button to reset deductibles based on your filtered criteria.

Resetting or changing the total visits allowed and maximum dollar amount in the condition screen

If you have patients with authorizations who have maximum visits per year, or maximum dollar amounts that have to be reset:

As patients come in for care in the new year, start a new condition to automatically reset these fields to zero. Start a new condition by clicking on the Next Condition button at the top right of the condition screen. If the new condition information will be identical to the existing condition except for the visit count or dollar amount you may elect to copy the information from the existing condition into the new condition.

Aged Accounts Receivable Report

This report is optional but will give you the total left outstanding for the year that’s ending. This report is only accurate if printed BEFORE entering any services in the new year! Many offices call to ask what their AR report looked like at the end of the year. If one is not run at the end of the year, you CANNOT get that report. We strongly recommend that you run the AR report and send it to a file named AR-xxxx.pdf (where xxxx is the year, for example AR-2024.pdf) to a secure local folder on your device for future reference. For a summary only, click on Print display totals only. If you want to see what the insurance companies owe, click to select the options for Print display totals only and Print display totals by payer. The report will give the totals and list payers with outstanding balances.

Statistic Reports

For statistics select Statistics from the Reports menu. Select your preferences and filters, if any, and send to your printer or a PDF. This report can be done by specific year.

Year End Billing

Virtually all insurance companies expect to receive bills that contain services from a single calendar year. If you send bills that contain services from both last December & this January, such bills will almost certainly be rejected.

If you forget to bill out all unbilled charges prior to January 1st, in order to keep from mixing services from multiple calendar years, select Unbilled Charges from the Billing menu.  Select account restrictions of Services through a specific date and choose Dec 31st for the year that just ended. This will allow you to separately bill all services for last year only. You can even do a Preview only bill run to make sure you billed them all out before you start billing your services for the current year.

ECLIPSE EHR Cloud runs in any browser on any device. And in general, performance won’t be affected by the device you’re using. Nonetheless, we do have recommendations. And faster devices with more RAM will always exhibit better performance.

Printers – When purchasing a printer, keep these things in mind:

• The more RAM, the better.
• More RAM on a printer with a slower processor is often less valuable than less RAM and a faster processor.
• Attach it directly to the network.
• Look for high page per minute (PPM) values when comparing performance.
• Laser printers generally offer faster printing than ink jet or desk jet technologies at lower price points. In general, printers under $500 are rarely suitable.
• We do all our testing on HP LaserJet printers, which dominate the market & command a 60% marketshare. If you’re using something else, our ability to troubleshoot your issue may be affected.
• Our 2025 Recommendation: HP Laser printer: HP LaserJet Enterprise M507dn / HP LaserJet Pro M501dn.

Network – We recommend a 1 Gigabit Ethernet system. Hubs, routers, switches, adapters and cabling to 1 Gig specifications result in a noticeable performance improvement over 100 MHz. systems. A single slow device operating at slower speeds can tremendously impact the performance of your entire network.

Wireless: Our 2025 Recommendation is a professionally installed AP system. (We currently maintain a 5 unit system installed in a 9400 square foot building with no dead areas. 3 of 4 satellite units are wired to our LAN.)

UPS – An uninterruptible power supply of adequate size is strongly recommended for workstations & network components such as switches and routers. Brief power interruptions (brownouts) are a a routine event in many areas of the country & will both shorten the operating life of your equipment & inevitably cause data corruption. Our 2025 Recommendation: Any unit from Tripp Lite or APC. Check ratings on Amazon.

Scanners – Multi- Function scanners are rarely suitable. We recommend a dedicated business class TWAIN scanner with an automatic document feeder. Our favorite models are from Fujitsu & Canon. Expect to pay $800 for a decent document scanner. Our 2025 Recommendation: FUJITSU Document Scanner fi-7160. Note that RICOH has acquired Fujitsu which may affect availablility of some scanners. Consider RICOH models: fi-8150, fi-7300NX.

Click here to contact us via the web if you want to make sugeestions. We love to hear from you! But please be aware that we receive a large volume of requests from our users. Unfortunately, we simply cannot respond to each & every request we receive. Nor can we instantly predict whether, when or how we may add your “wish list.” The policies below have been refined over a period of decades to maintain a high degree of responsiveness without sacrificing our programming efforts.

First, please extend us the same courtesies we extend you. ECLIPSE products have been in daily use at thousands of locations by tens of thousands of users over a period of decades. We value your opinion. However, please don’t assume that ECLIPSE is created in a vacuum. We have decades of experience running our own busy, successful, multi-disciplinary practice.

When you make statements such as:

“…have been getting started with Eclipse for a few weeks now and would like to make some suggestions that could help streamline its use”

… we get it! In fact, since we’ve used ECLIPSE in our own busy multi-disciplinary practice for many years, we really get it! But odds are better than good that we’ve done actual live user testing and have extensive feedback that tells a different story; perhaps you’re not considering relevant issues. That said, a quick review of your README should demonstrate that the only thing constant in ECLIPSE is change.

1. ECLIPSE is not customized for individual offices. All requests are considered based on their benefit to our entire user base.
2. CMS Medicare/Medicaid/Comp/etc. changes are handled as they are received provided we can validate requested changes. Users must provide documentation from payers detailing changes which affect them. If you can provide a link to online specifications, it makes it easier to review your issue.
3. We modify ECLIPSE EHR Cloud and post changes  weekly. We also handle mandated form changes within days of the request. Thus, we are very responsive and interact regularly with our customers. However, we cannot correspond with users who request a response via phone or email. Occasionally, we receive correspondence that demands an instant response to a particular request for a software addition or change. We apologize, but we don’t find that to be an efficient way to run our business. We have many thousands of users and can’t re-evaluate our short & long term goals immediately upon receipt of a request from a single (or a few) client(s).  After review, if we decide to implement your request, we may contact you to discuss implementation & testing.
4. Please keep in mind that, as certain as you are that your report, statement, or other changes are essential for every other health care practice using ECLIPSE, those views are likely to be at odds with the views of other clients. How do we know this? Decades of experience with thousands of offices.
5. Submitting requests verbally through a third party (e.g. our Help Desk), is like playing the game “telephone” — where information is passed from person to person to see how much it has changed by the time it reaches its final destination. This actually hinders the update process. Thus, we’re unable to accept suggestions passed to us this way.
6. Requests should be coherent & provide examples where warranted. Again, this simply helps avoid confusion. If the update is important to you, please ensure that we have everything we need to “get it right.”
7. Don’t expect each & every feature of ECLIPSE EHR Cloud to work like our Windows versions. These are two different designs that have extensive similarities in some areas (e.g. Encounters) and few in others (e.g. History tab).
8. At any given point in time we have an agenda that extends at least 24 months into the future. In other words, additions made on the basis of your suggestions may appear in ECLIPSE tomorrow (literally) or next year (sometime in the future).
9. You want a meeting with our software developers? Our Help Desk, Training & Customer Service personnel are available for you to interact with.  (That’s a required aspect of their jobs.) Do you know how our software developers communicate with companies like Microsoft??? Surpise… it’s via those companies’ respective Help Desks!
10. If, after noting the above, you’ve come to the conclusion that we’re ignoring you, please review any README. (The README file is always available via the Help icon on your ECLIPSE EHR Cloud toolbar. Over two thirds of the changes in the README are the result of user requests. As noted above, we cannot correspond with you to discuss in detail why we can’t or won’t add something you believe to be simple, obvious, and/or necessary. The README should make it apparent that  we have an agenda, and update the software (including fixes) on a continuous basis.

Contact preferences are taken into account throughout the application. Here’s an overview:

Contact Preferences within Patient Demographics

• Within a patient’s demographics forms, users can add, view and update a patient’s preferred contact methods.
• Contact options such as Mobile, Work Phone, Email, etc., are available. ECLIPSE uses this information when contacting a patient on behalf of your practice (e.g. an automatic appointment remionder).

Automatic Preference Sync When Marking Primary Contacts

• Whenever a contact type (e.g., mobile number, email) is marked as Primary, ECLIPSE EHR Cloud automatically updates the patient’s contact preferences based on this selection.
• These preferences are utilized across the entire application wherever reminders, notifications, or other patient interactions are involved, ensuring that the patient is always contacted via their preferred method as required by HIPAA.

Preferred Contact Display in Scheduler (Quick Launch)

• In the Scheduler view, when accessing a patient via the quick launch feature, the application displays the patient’s primary contact information as a quick reference. This provides immediate visibility into the most appropriate method to reach the patient without having to navigate into the full patient record.

Report Filtering Based on Contact Preferences

• Filtering allows you to target groups of patients based on contact preferences, allowing you for example, to send an emailed form letter to a large group of patients simultaneously.

Once upon a time, text messaging was a relatively straightforward process. Then came SPAM. People complained. And the federal government changed the law. In response, major U.S. carriers — like AT&T & Verizon — created a new entity: The Campaign Registry (TCR).

TCR now regulates text messaging nationwide. Think of TCR as both a filter & gatekeeper. In order to ensure messages from your business are delivered to your patients, there are a few essentials to understand.

The process itself is akin to applying for a Passport, driver’s license, or other form of ID. Without proper ID, you face various restrictions — to driving, to travel, etc.

First we must register your Brand. Simply put, your brand is your legal business name — which must match your Employer Identification Number (EIN). Sounds simple? About 50% of you enter this information incorrectly during the process and TCR rejects your Brand application. Then, we must proceed through a lengthy process manually, incurring extra fees in the process. The document we subsequently require to both verify your brand & prove its authenticity is the CP 575 EIN letter provided to you by the IRS when you formed your business entity. If you don’t have this form, request an EIN Verification Letter (147-C) directly from the IRS. We can’t proceed without it. Here, again, some of you provide other forms. Any other form is unacceptable to TCR! Finally, TCR requires that you have a website. If you do not have a dedicated website, they’ll accept a Facebook page for your business. Your website must mention the brand name and include the name of the responsible party (e.g. Adam Smith) — which is generally the name of the owner/physician. Most of this process (e.g. EIN verification) is handled autonomously by computers. However, humans will check your website to ensure there’s a match. So, for example, if there’s a typo in the URL you provide, your website will be rejected. They won’t Google you in an effort to fix the issue!

Once your brand is successfully registered, we must now register a Campaign. Basically, this should be a simple process that describes the types of messages you will send to patients & discusses how you inform patients of the rules (e.g. how to opt-out of receiving messages from you). First & foremost, understand that TCR doesn’t care about HIPAA. TCR doesn’t care that your website is generally a convenience for your patients — and not a portal that collects information. They expect your website to fulfill various legal requirements — which [among other things] must be reflected in your Privacy Policy & Terms of Service.

TCR allows you (as ECLIPSE users) to piggyback on our privacy policies & terms — which makes some aspects of this easier.

• You’re already bound by HIPAA.
• You’re using our platform — so we can enforce rules to some extent (e.g. no discussing Cannabis products).
• We understand that the concept of hiring an attorney to create these online legal documents & then adding them to your website can be daunting.

Humans at TCR check all this information for accuracy. There are myriad startup & ongoing monthly fees associated with each aspect of this, including brand creation, campaign creation, your assigned phone #, etc. Manual resubmisson is time-consuming. Here’s a typical notice we see on your Twilio account after a campaign is submitted:

This US A2P Campaign is under review, and may take several weeks to complete. The Twilio team will reach out to you via email if there’s anything wrong with your Campaign. Otherwise, you may check back on this Campaign’s registration status in a couple of days. Please note that you will not be able to send A2P traffic on this Campaign until it has been successfully verified and registered.

We pay high monthly fees to “FastTrack” your campaign — which should generally be available to use before 3 business days have passed following your application date. However, any information from you that doesn’t meet TCR’s criteria lengthens the entire process — which may include 1-on-1 meetings on your behalf. (Yes! Really!) Please bear that in mind as you proceed through the process. Currently, we don’t charge additional fees for this. So, it helps everyone involved if you take care to carefully check your business name, EIN#, website, and the information on that website before providing it to us. Ultimately this also makes the process smoother for you and helps get your campaign approved in a more timely fashion!

Finally, please understand that these rules & regulations have been evolving almost constantly over the past several years. And sometimes, it’s your application that gets caught up in a new process that we must navigate before we can move forward and get it approved.