When is it best to create a new Customer for a location versus adding it as a new Practice or Facility under an existing Customer in CMD?

Issue

When should I create a new customer for a new location versus adding it as a new practice/facility in our existing CMD customer account?

Environment

CollaborateMD, Roles: Admin, Features: Customer Setup, Practices/Facility

Resolution

If your organization is a billing service or lab vendor managing billing for multiple clients or locations, it’s helpful to set up your CollaborateMD account in a way that supports smooth workflows, keeps data organized, and matches your Kipu Health setup when needed.

Here are some common situations and suggestions for how to set things up:

Scenario 1: Billing Service or Lab Vendor Billing for Multiple Clients

If you handle billing for different clients, we suggest:

• Creating separate facilities for each client within CollaborateMD. Doing so helps with accurate tracking, reporting, and payer setup for each client.
• Assigning unique payer mappings and clearinghouse settings to each facility as needed.
• Keeping each client’s claims and reports separate to protect data integrity and simplify management.

Scenario 2: Different Billing Staff Across Locations

If the billing staff varies by location:

• Set up separate user accounts for billing staff assigned to specific locations or clients.
• Use permission settings to limit access to only the relevant facilities, claims, and reports for each user.

This set up helps keep your data secure and ensures each team focuses on its own tasks.

Scenario 3: Matching Your Kipu Instance Setup (Master Instance with Walls)

If you want your CollaborateMD setup to reflect your Kipu configuration (like a master instance with "walls”):

• Set up CollaborateMD with one master facility, then create Walls (or logical partitions) for each internal program or location.

This setup allows you to share payer and clearinghouse settings while keeping data and reports separated by program.

Our support team can assist you in making sure your facility and user setup align with how your data is organized in Kipu.