FAQ: Frequently Asked Questions

FAQ: Frequently Asked Questions2018-11-09T15:59:13+00:00
What is ChartSwap?2017-04-27T20:41:59+00:00

ChartSwap is a business to business (B2B) health information exchange connecting a network of requestors and providers. ChartSwap’s goal is to offer requestors a single platform where they can request, track, pay for and download records from any provider.

I’ve never registered for ChartSwap, but received a secure email notifying me that a provider has updated my request on ChartSwap.2018-11-29T14:23:57+00:00

When you mail a record request to a provider that’s registered for ChartSwap, you may receive a secure email from the provider via ChartSwap notifying you that the provider has updated your record request. Simply follow the link in the invite to register and review invoices, select a delivery method (if applicable), and view records or messages from the provider related to your request. If you do not wish to register, please contact ChartSwap or the provider and the request will be fulfilled outside of ChartSwap.

How does ChartSwap work?2016-05-04T22:03:56+00:00

The ChartSwap platform facilitates the exchange of health records by making the process simple.

  1. A requestor (law firm, record retrieval vendor, insurer, etc.) uses ChartSwap to request records.
  2. The receiving provider reviews the request and determines whether it will provide the records.
  3. If the provider chooses to provide the records, it uploads them to ChartSwap.
  4. After the records are uploaded to ChartSwap, the requestor is notified.
  5. The requestor uses ChartSwap to pay the custodian fee and download the records.
  6. ChartSwap transfers the custodian fee to the provider of the records.
What is the electronic transaction fee?2018-09-12T15:37:04+00:00

Per our user agreement, ChartSwap charges requestors a transaction fee if requestor elects to use our service to deliver their requested records electronically. Our service is always optional and, if requestor elects not to use our service (hard copy of records by mail selected), the provider will produce the requested records outside of ChartSwap and no transaction fee is charged. Requestors are always free to opt out of ChartSwap completely and/or access our platform and use certain elements of our service at no cost (requesting records/verifying balances, requesting status, making payments, etc).

Is ChartSwap secure and HIPAA compliant?2016-05-04T22:03:56+00:00

Yes, ChartSwap does meet HIPAA guidelines for compliance in our policies and technical safeguards. HIPAA is a minimum set of privacy and security guidelines, and we believe our security and privacy policies meet those set by HIPAA.  ChartSwap.com is built upon SAS 70 Type II certified technology which supports HIPAA compliance, using the Force.com platform. Not only is your data secure today, but Force.com continues to invest heavily in securing your data into the future.

Does ChartSwap keep a backup of records?2017-04-12T16:09:10+00:00

ChartSwap servers securely store a copy of the files temporarily, allowing you 90 days to download the records after you have purchased them. ChartSwap is not meant to be permanent storage, but only a means to securely transfer files from one entity to another.

Can I pay for records with a check?2016-05-04T22:03:56+00:00

Once the Request is Pending Payment you’ll have an invoice and can pay with a credit or debit card via PayPal (you don’t have to register a PayPal account). You can also print your invoice and send a check. As soon as your check is received we’ll send you an email to let you know the request has been completed, and that you can download records.

I registered for ChartSwap, but I haven’t received my temporary password.2016-05-04T22:03:56+00:00

When you sign up for a ChartSwap account you’ll get a welcome email and separate email with a temporary password. We use the temporary password to verify your email address before granting access to the site, then you’ll be able to create your own password for future use. If you didn’t get a temporary password, be sure to check your spam email folder.

If you didn’t get a welcome email or a temporary password email, it’s possible the wrong email address was registered, in which case feel free to email us at [email protected], or call us at (855) 879-7927.  If you forgot your password, or would like a different temporary password, you can enter your email address here.

If I elect to have records shipped directly by the provider outside of ChartSwap, can the records still be sent in an electronic format?2017-04-13T22:52:45+00:00

This will vary by provider and by the type of records requested, so please specify the preferred format when placing your request.

What if I do not wish to receive the requested records electronically?2018-09-12T15:38:44+00:00

When submitting a request electronically through ChartSwap, select the hard copy of records by mail option and the provider will deliver records outside of ChartSwap. Requestors can also opt out of ChartSwap completely. Please contact the provider directly to request an alternative process to request and receive records.

What if our firm is unable to or not interested in registering for ChartSwap or submitting requests electronically?2017-04-27T20:43:28+00:00

Requestors always have the option of opting out of ChartSwap completely and/or using certain elements of our service at no cost (requesting records/verifying balances, requesting status, making payments, etc). ChartSwap is an optional Health Information Exchange (HIE) platform and is not the sole source of records for any provider. Please contact the provider directly to request an alternative process to request/receive records, if you do not wish to register for ChartSwap. If you have elected not to register for ChartSwap and a provider refers you back to ChartSwap, please contact us at 855-879-7927 for assistance.

How does ChartSwap use patient records?2016-05-04T22:03:56+00:00

ChartSwap does not use patient records.  It provides a platform for requestors and providers to exchange patient records.  ChartSwap will only access patient records for a limited number of reasons, such as when it is necessary by law or for a customer service purpose.

Have a ChartSwap Account but Password Isn’t Working2016-05-04T22:03:56+00:00

First, make sure you’re logging in with the correct username. Your username is your email address. Next, if your password isn’t working, you’ll have to reset it and request a new temporary password be sent to your email address. You can request a new temporary password here: https://chartswap1.secure.force.com/ForgotPassword

The temporary password is a random jumble of letters, numbers, and symbols. If you’re having trouble with your temporary password, sometimes using Copy + Paste from your email straight over to ChartSwap will do the trick. Temporary passwords are only good for one use and you’ll be able to create your own password for future use before accessing the ChartSwap system.

How Do I Send a Request to ChartSwap?2017-04-27T21:06:49+00:00


1. Search for a Provider: You can search by Billing Group, Hospital, or Facility, and remember simple searches work best.

2. Enter Patient and Request Details: Name, Date of Birth, Date or Range of Service, as well as any comments you may have. This is also where you’ll indicate whether or not you require an affidavit, deposition questions, etc.

3. Upload Supporting Documents: A simple uploader which acts a lot like attaching anything to an email. Most will upload a HIPAA authorization but you can also attach a request letter, subpoena, or blank affidavit questions, for example.

Can’t find a Provider Using ChartSwap search?2016-05-04T22:03:56+00:00

You can search for a Provider in ChartSwap by Billing Group or Hospital/Facility.

As a general tip for using ChartSwap’s Provider Search: simple searches work best. If you can’t find a Provider but you know they should be in our system, try different or shorter search terms, for example: It might be easier to find Northern Ohio Emergency Physicians by simply searching “Northern Ohio” or “Ohio Emergency”. It might be easier to find The City of Houston EMS by simply searching “Houston EMS”.

You can also search for a Provider by specific hospital or facility, for example: If you’re looking for “ER Physicians at Methodist West Houston – Katy” you’ll have better results searching “Houston Methodist” or “Methodist Katy” or even just “Katy”. This facility is under the group “West Houston Emergency Physicians, PLLC” and could also be found by searching “Houston Emergency”.

Submitted a Request But There is No Invoice Available?2016-05-04T22:03:56+00:00

When you submit a request in ChartSwap it automatically becomes “New” and is placed in the Provider’s queue for review. Once the Provider has reviewed the request and confirmed they have records, the request will move from “New” to “Pending Payment” and you will receive an email notification to return to ChartSwap and access your invoice.

We do not charge you up front for Requests in ChartSwap. If the request is “Rejected” for no records, or if the request is marked “Pending with Issue” needing more information, we won’t charge you in those cases.

ChartSwap and PayPal2017-05-18T22:52:36+00:00

ChartSwap utilizes PayPal for easy, fast, and secure payment transactions. Checks can take anywhere from 5 to 10 business days from when you send to when we receive and apply it to your request. With PayPal you can significantly reduce turnaround on your requests as documents are usually made available as soon as we receive payment, which happens instantly.

However, you do not need to register a PayPal account to simply pay for records with a credit or debit card. If you have a request that is Pending Payment you will see a number of options at the bottom of the details page including: Print Invoice, Pay by Check, and Add to Cart. Clicking Add to Cart will add the request to your shopping cart where there will be a yellow Checkout with PayPal button. At that time you will be taken over to PayPal and given options to either “log in to your PayPal account” or “pay with a credit or debit card”.

Once you click pay with a credit or debit card you will be given card information fields to fill out for a one time transaction. It will ask if you want to “save this information with a PayPal account”, which you can uncheck to decline and PayPal won’t save any of your information for next time. After you agree to the terms and confirm your payment information, allow PayPal to redirect you back to ChartSwap, you will receive a receipt from PayPal via email, and your request will have gone from Pending Payment to Completed.

Requests that require Prepayment mean the Provider has requested that payment is received before they work your request and make the documents available. In those cases the status will show as Paid, and you will receive a notification when the documents are available. If you made a PayPal payment but your request still shows as Pending Payment, Send us a message with the REQ number and Transaction ID from your emailed receipt.

Reply to a request for additional information2017-05-18T22:52:36+00:00

Occasionally a Provider will mark a request as “Pending with Issue” or “Rejected” because they need more information from you to cross reference with their database and make sure they have records on your client. In both cases you should be able to View the REQ and use the green Resubmit button to attach new documents or send new comments.

What is ChartSwap’s address for payment2017-04-27T20:48:24+00:00

ChartSwap’s Mailing Address for Checks

If you have a request that is Pending Payment in ChartSwap but prefer to Pay by Check instead of online with a credit or debit card or Paypal, you can print your invoice and mail your check payment to:

ChartSwap, LLC
2951 Marina Bay Dr Ste 130-132
League City, TX 77573
TIN: 45-1831842

Checks sent before the request is “Pending Payment” will be returned. Please write the ChartSwap REQ Number (REQ-00000000) in the Note or include a copy of the invoice. Some Providers prefer to process checks at their office so please double check your invoice.

Invite Providers to Join ChartSwap2017-05-18T22:52:36+00:00

To invite a provider to join ChartSwap click on the Invite a New Provider link from the My Favorites section of the Home Screen and complete the listed fields and click the Invite button.

The Provider will receive an email notifying them that you would like to request records If the Provider decides to sign up for ChartSwap, you will be able to make electronic requests in the future. Until the Provider signs up, however, please continue to send requests by mail or fax, but include the ChartSwap Instruction sheet in your correspondence.