• GENERAL QUESTIONS
  • BILLING QUESTIONS
  • TECHNICAL QUESTIONS
  • MEDICAL QUESTIONS
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  • 1. What is maxRVU?
     

    maxRVU is a powerful charge capture and rounding solution that allows physicians and other medical providers to document their charges while also helping hospitals streamline operations and improve their financial health.

  • 2. What is charge capture and is it necessary for any medical provider?
     

    Charge capture is a process doctors and other medical providers use to document their services in order to get paid correctly.

    Our charge capture application tracks and monitors patient encounters at the point of care. Instead of missing payments from cross-covered services, you can communicate with your team on one platform. All current medical codes are in our software, so sending approved charges to billers for insurance payments are no longer a delayed process. Our providers love it, and you will too.

  • 3. What systems and devices can you use maxRVU on?
     

    Currently we have web-based access available on Windows/Mac OS operating systems, and our mobile application is available on Android and Apple iOS devices

  • 4. How do I sign up for maxRVU?
     

    You can sign up for maxRVU by going to this page and filling out the requested information. Your first 15 days are free, and training is included so you can experience the benefits of maxRVU at their fullest.

  • 5. Is maxRVU HIPAA compliant?
     

    Yes. maxRVU is HIPAA compliant. HIPAA compliance requires the following criteria for data to be met:

    Q: Is data always encrypted as it is transmitted over the Internet?
    A: Yes. – maxRVU uses encryption over SSL for all internet transmissions.

    Q: Is there a backup or recovery option to avoid data loss?
    A: Yes. – maxRVU maintains copies of all data at multiple locations.

    Q: Is it only accessible by authorized personnel?
    A: Yes. – maxRVU data is controlled strictly by permission-based architecture and only authorized, authenticated personnel may access the data they have rights to.

    Q: Can it be tampered with or altered?
    A: No. – maxRVU data cannot be tampered with or altered during transmission, retrieval, and storage.

    Q: Is it encrypted if being stored or archived?
    A: Yes. – maxRVU data is encrypted in all databases and backup files.

    Q: Can it be permanently disposed of when no longer needed?
    A: Yes. – maxRVU data can be completely and securely erased.

  • 6. Can I use maxRVU mobile app when there is no network coverage?
     

    Yes. maxRVU can be used when there is no cellphone coverage or Wi-Fi network. maxRVU works in offline mode and all changes are then synchronized with our servers when the network is available.

  • 7. Can I use maxRVU web app when there is no network coverage?
     

    No. You need access to the internet to use the maxRVU web app.

  • 8. Can I use maxRVU web app on my iPhone / iPad?
     

    Yes, you can use a mobile web browser to access the maxRVU online portal. However, to fully experience the benefits of mobile charge capture we recommend using the mobile app available on Android or iOS.

  • 9. Is maxRVU available for anesthesiologists?
     

    We are currently beta testing a version of maxRVU for anesthesiologists. Please contact us if you would like to learn more.

  • 10. I need to talk to someone right away. Where do I call?
     

    If you have read through the FAQs and you still need assistance, you may call our support line at (972) 746-4607, or email us directly at support@gingercube.com.

  • 11. How do I contact support?
     

    If you are using the maxRVU website, click on the orange leave a message tab on the bottom right margin of this page. You can then fill in your support request and we will get back to you.

    If you are using the maxRVU iOS mobile app, tap settings, help and tap the contact support button. Fill in your request and send it in. A maxRVU representative will get back to you.

    If you are using the maxRVU Android mobile app, select more settings from the menu, tap on help, then tap on contact support. Add a subject, description and tap send. A maxRVU representative will get back to you.

    You can always reach us by sending an email at support@gingercube.com and a maxRVU representative will get back to you as soon as possible.

  • 1. How much will maxRVU cost me?
     

    The maxRVU mobile application is free to download. Sign up here on the maxRVU web site and then use the same user id and password to sign into the mobile app. Your first 15 days are free, and training is included so you can experience the benefits of maxRVU at their fullest.

    For a subscription to maxRVU, we have different pricing models based on usage and group size. We would be happy to speak with you to understand your requirements and provide a quote for your group. Just email us at sales@gingercube.com and someone will reach out to you.

  • 2. How do I invite my fellow doctors in the practice?
     

    If you are the administrator, click on the groups tab. There you may click on the button to enter your fellow doctors’ email addresses, sending a request for them to join maxRVU.

  • 3. How do I invite my assisting staff?
     

    If you are the administrator, click on the groups tab. There you may enter the emails for your assisting staff, sending a request for them to join maxRVU.

  • 4. What are the office assistant and billing agent accounts and how much do they cost?
     

    Every paid user gets 3 FREE accounts by default. These are the medical or office assistant (up to 1 free account) and the billing assistant accounts (up to 2 free accounts).

    Medical or Office Assistant: This account is a shadow of the main user account and has access to most features.

    Billing Agent: A billing agent can manage multiple doctor accounts within a group and has access to only the billing sessions they are authorized to see by approval of the physician.

  • 5. How do I add my biller and medical/office assistant to my account?
     

    Log in to the maxRVU web portal and go to settings. You will see tabs for both the office assistant and billing agent. Under those tabs, you may add their email addresses. This will send your medical/office assistant and/or billing agent a request to join your account. They will not have access until they accept the request and create their own user id and password.

  • 6. My biller is an external third-party company. Can they use the billing agent account?
     

    Yes. You can invite them to be a user and authorize them for your account. You can also revoke their permissions at any time. To allow them access to the billing portal, log in to the maxRVU web portal and go to settings > billers. Type in the corresponding email for the third-party company. They will not have access until they accept the request and set up their own user id and password.

  • 7. Can I try maxRVU for free?
     

    Yes. gingerCube offers a 15-day free trial with complete access to all maxRVU features. You can add patients, billing sessions, and even export your data. You can cancel anytime during the 15-day trial period and you will not be charged any monthly fee.

  • 8. What happens after the 15-day trial period?
     

    After the 15-day trial period is over, if you have not set up a credit card with automatic renewal, your account is put on hold. Access your account on the website at http://maxrvu.com and follow instructions to set up your credit card.

  • 9. What happens to my account once I cancel my subscription?
     

    Your account will be deactivated at the end of your billing cycle. Once you cancel your subscription, you will be unable to access your data. We advise that you export all your data before canceling your subscription. See details on exporting your data below.

  • 10. How do I re-subscribe after I have canceled my account?
     

    You can log in with your user id and password and you will be guided through the payment setup again. Once we have verified the credit card entered, your account will be restored.

  • 11. Who is Stripe? I see that I am redirected to their website during payment setup.
     

    Stripe is our payment processor. They process all credit card payments for maxRVU subscriptions. They are highly secure and have an excellent track record in processing payments.

  • 12. Something has gone horribly wrong with my subscription. I need help now!
     

    Click on the orange leave a message tab on the bottom right margin of this page. Enter your problem details and send it to us. We will fix it in a jiffy.

  • 13. How do I cancel my account?
     

    If your subscription is month to month,  you may cancel anytime. Your subscription will cancel at the end of the billing period. If your subscription is for one year, you may cancel at any time but you are locked in for a one-year payment, no prorated refund will be given.

    Keep the Login to your account on http://maxrvu.com, go to settings > account and click on edit my subscription. You may cancel your account or update your credit card information there.

  • 14. How do I access my reports?
     

    You can access your reports by viewing your dashboard when you log into your maxRVU account.

    Providers can log into their mobile apps and access their dashboard to view their reports, or they can log onto the online portal and access them in the reports tab.

    The rest of the staff can log onto the online portal and access their reports in the sessions tab. There they are also able to download information to a CSV or PDF file.

    On the iOS mobile app:

    On the Android mobile app:

  • 15. How do I add doctors and support members of my billing team?
     

    If you are the administrator, click on the groups tab. There you may click on the buttons to enter the email addresses for your fellow doctors’ and your assisting staff, sending a request for them to join maxRVU.

  • 16. Is there a limit to how many team members I can have under maxRVU?
     

    No, you can add as many providers as you would like, our software is built to provide services for all sized medical organizations and hospitals.

  • 17. How are the RVU’s calculated?
     

    The dollar multiple for RVU’s is dependent on local city/state rates as defined by your insurance and AMA. Your biller is in a better position to enter those rates and monitor them for updates. Our system provides the accurate RVU based on the services done at the time of the visit.

  • 1. I have forgotten my password. How do I reset / retrieve it?
     

    Click on the forgot password link on the login page and enter your registered email address. We will send you a password reset link to your registered email address.

  • 2. Is my information shared?
     

    Your email address and other information will not be shared with a third party, nor will it be sold or used for purposes other than the business of gingerCube, Inc. Please read our Privacy Statement, which addresses our firm commitment to your privacy.

  • 3. How secure is my data?
     

    gingerCube, Inc. employs strong security encryption methods for data transmission, retrieval, and storage. We use 256-AES for internet transmission. You should always make sure that the maxRVU URL in the browser starts with an https and NOT an http. The maxRVU URL will always be https://secure.maxrvu.com. The maxRVU database is secured behind firewalls and fields are encrypted.

  • 4. What browsers does maxRVU support?
     

    Chrome version 63 or higher (recommended), Internet Explorer 8 or higher, Firefox 57 or higher, and Safari 11 or all later versions.

  • 5. Is TLS1.2 compatible with maxRVU?
     

    To ensure that all your data is secure, maxRVU is TLS 1.2 compatible. This establishes a secure communications channel and protects the confidentiality and integrity of information.

  • 6. What devices is the maxRVU mobile application available on?
     

    maxRVU mobile app is available on iPhone 6 or later, iPad devices running the iPhone Operating System version 11.0 or higher, and Android phone running the Android Operating System version 7.0 or higher.

    To download the iOS app, click here.

    To download the Android app, click here.

  • 7. Do all features of maxRVU work on all platforms?
     

    All maxRVU features may not be available on all smartphones, computers, operating systems or platforms. Product features are subject to change as updated technologies are introduced.

  • 8. I accidentally deleted the maxRVU app from my iPhone. How do I get it back? What happens to my data?
     

    First, all data synced with our servers is safe. You can re-download the application from the App Store or from Google Play. Once the app is downloaded, log in with your user id and password and all of your data will be synced back from the web.

  • 9. Can I import my data into maxRVU?
     

    Yes. Currently you can import patient data using CSV files on the maxRVU online portal. In order to properly import patient data, your data file should have the following fields, separated by commas:

    First name*

    Last name*

    Birthday (MM/DD/YYYY)*

    Gender (Male/Female)*

    Status (Active/Inactive)*

    Hospital (must be an exact match with a group hospital)*

    MR#

    Admit date (MM/DD/YYYY)

    Notes

    Start Datetime (MM/DD/YYYY HH: MMpm)

    End Datetime (MM/DD/YYYY HH: MMpm)

    Each row should be on its own line.

    So, an example file might look like:

    John,  Smith,  01/01/1990,  Male,  Active,  Acme Medical Center,  610833,  03/29/2017,  Notes: on first floor,  02/09/2017 04:15pm,  02/09/2017 04:30pm

    Jane,  Doe,  01/01/1990,  Female,  Inactive,  Besaid Clinic,  1245845,  03/29/2017,  Next visit on Monday

    *Today’s date will be set for admit date if left blank

    Importing of billing sessions is not currently supported but will be available in a future version.

  • 10. Will using maxRVU cause any data to be lost, unsecured, or inaccurate?
     

    maxRVU has a very secure encrypted system. We are HIPPA compliant and all of our ICD-10/CPT/E&M codes are licensed by the American Medical Association.

  • 11. How do I reactivate my account?
     

    If you have unsubscribed, or your trial account has expired, you can update your account information under subscription after logging in to get started back on your month to month billing cycles. You can cancel at any time.

  • 12. What happens if I have issues with my account?
     

    You can email our support team at support@gingercube.com or shake your mobile application for a prompt email to be sent under help. We do provide telephone support at 972-746-4607 during business hours Monday-Friday 7am-5pm.

  • 13. Can I export my data out of maxRVU?
     

    Yes. You can export all the data you have created including patients, billing sessions and ICD/CPT® codes. The patient data is exported in the same CSV formats as the import shown above.

    The billing session data is exported in the following CSV format:

    Session Date,  Hospital(Sublocation – Room),  Patient,  Birthday,  Medical Record, Codes, Admitted,  RVU,  PCP,  Status

    Example:

    11/18/2010,  Main Hospital (West Tower W356),  Bianca House,  05/08/1929,  29302,  99254 – 23 (812.01),  11/11/2010,  4.65,  Matthew Lin,  approved

    Patient data is exported in the same CSV format as the import as specified above.

  • 14. How do I sign up to receive email notifications?
     

    In settings, you are able to manage when you receive notifications based on your personal preference. Just checkmark the boxes for the emails you would like to receive. You will receive emails for the circumstances with checked boxes. If you are using the online portal, just remember to click on update settings when you are done!

    in iOS:

    in Android:

  • 15. I get way too many emails from maxRVU! What should I do?
     

    In settings, you are able to manage when you receive notifications based on your personal preference. Just uncheck the boxes for the emails you would like to stop receiving, or checkmark the boxes for the emails you would like to receive. You will not receive emails for the circumstances with unchecked boxes. If you are using the online portal, remember to click on update settings when you are done!

    in iOS:

    in Android:

  • 16. How do I reset my password?
     

    As shown below, go to the sign-in page. Here you will find a reset password link that will allow you to create a new password

  • 1. How do I add ICD-10 Codes and CPT for patients?
     

    When you add a new patient session you are able to add codes and modifiers or choose a bundle you have previously set up.

    On the iOS mobile app:

    On the Android mobile app:

  • 2. How do I remove a queried session?
     

    Providers may review notes and make any necessary changes by selecting the correlated session. They may then tap the approve button to send the charges back to your biller. In the online portal, providers can checkmark the box to the left of the session and click on mark approved or click on the session to view more details before clicking on approve there. Don’t forget to sync!

    In the online portal:

    On the iOS mobile app:

    On the Android mobile app:

  • 3. How do I sort my patients on my mobile app?
     

    Tap on the sort icon on either the patient or session views to sort patients by name, session count, latest session, room number, or seen. You can sort sessions by RVUs, session count, or latest session.

    On the iOS mobile app:

    On the Android mobile app:

  • 4. How do I add a hospital?
     

    Start by signing into the online portal. Once signed in, click on the groups tab and under hospitals, you can either select a hospital from the list or add your own. Make sure to sync your device after this step so the new hospitals show up on your device.

    You can also add a hospital using your mobile app. Go to settings, then hospitals and either choose from the list available or tap on add a hospital to search for a specific one. Don’t forget to sync!

    In the online portal:

    On the Android mobile app:

    On the iOS mobile app:

  • 5. Can I scan the patient sticker/label off of my computer screen or laptop?
     

    Yes! We have had many customers do this that have seen great results. However, we cannot guarantee such results as the computer monitor resolution can distort the text on the label. We always recommend using a paper label for optimum scan results.

  • 6. Can maxRVU connect to my EMR system?
     

    maxRVU is HL7 compliant and can directly interface with your EMR system. You can also import and export data through maxRVU using the CSV file export feature.

  • 7. What version of the ICD codes does maxRVU use?
     

    maxRVU uses the current ICD-10 version as defined by the Worth Health Organization.

  • 8. How easy is it to add a new patient and billing session?
     

    It is as easy as taking a picture of the patient’s record information and adding procedure codes from a list.

    Having your most used codes listed under favorites saves time selecting, and you can send it off to be approved by your billing team.

    On your iOS mobile app:

    On your Android mobile app:

    Adding a patient in the online portal:

    Adding a session in the online portal:

  • 9. Is your CPT® database licensed by the American Medical Association?
     

    Yes. gingerCube, Inc. has licensed the CPT® database and maintains the latest version from the American Medical Association.

  • 10. How often do you update the ICD/CPT® database?
     

    gingerCube, Inc. updates the ICD/CPT® database every year. The maxRVU web application will update to the latest databases. For the maxRVU mobile application, go to your app store to download the latest iOS/Android update.

  • 11. There is an ICD/CPT® code missing in your database. Where do I report it?
     

    We can help you find the right ICD/CPT code! Please send an email to our support team at support@gingercube.com and send us the codes you feel are missing. We will get back to you right away!

  • 12. Why don't you also display the dollar multiple for each RVU?
     

    The dollar multiple for RVU’s is dependent on local city/state rates as defined by your insurance and AMA. Your biller is in a better position to enter those rates and monitor them for updates.

  • 13. Can I generate a SuperBill or HCFA form from the maxRVU app?
     

    You can print a PDF version of all the billing charges that need to be billed. We are working on the SuperBill and HCFA versions of the form for direct submission to your insurance and it will be available at a later date.

  • 14. What types of reports am I able to print?
     

    The session, patient, and rounding reports are available to download and print through the maxRVU web portal.

  • 15. Our group consists of many doctors. Can we all use the maxRVU app and share information within the app?
     

    Yes. There is no limit on the number of users in a group if each user is a paid subscriber and is associated with the same group account. Once you are a member of a group you can share patient and encounter information with other doctors authorized in your group, as well as round for your fellow physicians.

  • 16. Can my patient access my maxRVU data if I want them to?
     

    At this time we do not have a patient access module. maxRVU is meant to be a personal charge capture app to improve the coding and billing efficiency of the doctor. It aims to replace the pen and paper that most physicians use for coding and billing.

  • 17. Some of my patients have disappeared from my mobile app but are still visible when I log into the online portal. What's going on?
     

    30 days after the last time a patient has been updated in maxRVU, their information is moved to the cloud in both mobile apps. Providers can find any of these patients under the cloud tab that appears when they search for their name using the search bar. After tapping on the patient that is stored in the cloud, we fetch it back to the group list. On the online portal, all patients show up, regardless of when they were last updated in maxRVU. This setting can be changed to 60 or 90 days for each provider. Please reach out to support at support@gingercube.com if you would prefer the 60 or 90 day option and we would be happy to take care of it for you.