Provider FAQs

  1. What is required for providers to join the ACS network?

    Providers must sign an ACS contract and complete the ACS credentialing process in order to participate in the network. You may work directly with a contract specialist to complete this process or you may go online and complete the process through our e-Contracting portal.

  2. How is the provider notified about the existing and new payers of ACS?

    Once a provider has been approved by the credentialing committee, their fully executed contract, a current client listing and an ACS in-service training manual are sent to the provider. Additional follow up with the provider occurs when ACS signs a contract with a new client. ACS distributes a formal notification to all of our providers 10 days in advance of a new client implementation.

  3. Which contract is used when both ACS and the payer client have a contract with me?

    The ACS network contract takes precedence over other contracts.

  4. Where do I submit my claim?

    You will find that the ACS logo is on some, but not all, patient ID cards. Therefore, to simplify the process, you should submit all claims to the claims address located on the patient ID card. ACS will work with its payers to ensure that claims for ACS contracted providers are routed to us.

  5. How do I get paid?

    Once ACS receives your claim from our client, we initiate an active collection process. The participating agreement delegates to ACS the responsibility for collection of claims on your behalf, and the payment is assigned to ACS. Once ACS has collected on the claim from the ACS client, it makes payment to the provider, typically less than 5 days from receipt of payment.

  6. What happens if my payment is not correct?

    ACS acts as a provider advocate and will work with the client to resolve any issues ranging from general questions to an appeal. In addition to responding to appeal requests from the provider or member, ACS has many processes in place to identify underpaid claims and will initiate appeals on behalf of the providers where appropriate.

  7. Who should I contact if I have questions?

    You should contact us directly, at any time, for an update on your claims, contract questions or questions related to our payers. ACS has a Customer Service Center, with an experienced staff, that will help you with any issues you may encounter. See the "Contact Us" tab for more information.