Frequently Asked Questions
Table of Contents
I need a login username and password for RadMD. How do I get one?
I sent you a request for a login. How soon will I be receiving my login information? What is your method of communication?
I work in a Doctor's office, can I log in to RadMD?
I work in a Radiologist's office or Read-Only Provider, can I log in to RadMD?
How do I change my password?
I forgot my password. What do I do?
I am getting the error "Invalid Username or Password." What does this mean?
When I am logged in to RadMD.com, sometimes I get a message that my session has been timed out. What does this mean? Why does it happen?
How long are authorizations shown on RadMD?
I am getting an error that states "There were no authorizations found" What does this mean?
But this authorization is for our facility (or an affiliated facility, or a different site within our same company)!
When I login, my browser warns me the RadMD site wants to set a cookie. Why is this happening? Is this OK?
What is a tracking number and how is it different from an authorization / notifcation number?
Do I need a RadMD account to use the Authorization Tracking system?
I have a password key. Why can't I set my password?
Why does it say my health plan email address and state aren't recognized?
Where are the other NIA Health Plans?
I still have a question. How can I contact the webmaster?

Question: I need a login username and password for RadMD. How do I get one?
Answer: There is a form on the login page under the heading "Request a new account." In order to get a login, that form needs to be filled out, and submitted. If you'd like to go directly to the login page, Click Here

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Question: I sent you a request for a login. How soon will I be receiving my login information? What is your method of communication?
Answer: Processing requests may take up to one (1) week, although most requests are processed within a day or so. All communication from NIA will take place via the email address on the submitted form.

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Question: I work in a Doctor's office, can I log in to RadMD?
Answer: Depends. There is a way for a doctor's office to sign up for RadMD.com and submit authorization requests online. However, not all health carriers have agreed to allow requests submitted in this fashion. As time goes on, more carriers are allowing online-submitted requests, but many still do not. If the patient's health plan does not allow requests to be submitted online, than all auths must currently be submitted via a phone call to NIA. In order to check the status of the authorizations you have already called in, you can use our authorization tracking system by going to www.radmd.com and entering the tracking number where it says "Authorization Tracking". There is no login required to use the authorization tracking system.

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Question: I work in a Radiologist's office or Read-Only Provider, can I log in to RadMD?
Answer: Unfortunately, we are not allowed to grant access to Radiologist or Read-only providers. There is a HIPAA reason behind it: since we don't know which radiologist is going to read a study, we don't know which cases are OK to show you and which cases are not. Even if you are the only possible radiology reading providers for a hospital, we would be required to "police" that contract, which is something we don't have the resources to do nation-wide.

We apologize for any inconvenience, but our legal department has declared that we cannot approve access to any read-only providers.

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Question: How do I change my password?
Answer: Log in to your RadMD account and one of the options will be "Change your Password."

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Question: I forgot my password. What do I do?
Answer: Click the "Request a New Password" link on the login page. When you put in your Username, we send you an email that contains instructions on how to reset your password.

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Question: I am getting the error "Invalid Username or Password." What does this mean?
Answer: It could mean either of 2 things:

1. You have entered an invalid username and/or password. Re enter them and try again. If you don't have a username and password set up, click the link " Request a new account."

2. You have disabled cookies in your web browser. You need to enable them. If you are not sure how to do this, please check with your computer administrator (or your local friendly 'computer person').

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Question: When I am logged in to RadMD.com, sometimes I get a message that my session has been timed out. What does this mean? Why does it happen?
Answer: Whenever you are logged in for more then 20 minutes without any new activity, you will automatically be logged out. This is a necessary security measure and is mandated by the latest HIPAA regulations to ensure the integrity of all Protected Health Information.

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Question: How long are authorizations shown on RadMD?
Answer: As long as the health plan is an active client with National Imaging Associates. You can view all authorizations using the various search functions, regardless of how long ago the authorization expired. However, there is an option to "View All Valid Authorizations," which will only show you the authorizations that haven't expired (the expiration date is set by the health plan, not by NIA).

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Question: I am getting an error that states "There were no authorizations found" What does this mean?
Answer: This is not an error with RadMD. It means that you tried to view an authorization (or multiple authorizations), but there aren't any that matched the criteria you entered. For instance, if you aren't sure if a patient has an authorization and use RadMD to check, then this error means that the patient has no authorization (for your facility).

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Question: Why can't we view authorizations that are for our facility (or an affiliated facility, or a different site within our same company)!
Answer: If you are not seeing authorizations for a particular facility that you should then we don't have all of the Tax ID Numbers of all the facilities and sites affiliated with your company. Please send an email to the webmaster or call us at 877-80-RADMD (877-807-2363) M-F 5am-5pm Pacific. We can add additional Tax ID Numbers to your account as necessary.

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Question: When I login, my browser warns me the RadMD site wants to set a cookie. Why is this happening? Is this OK?
Answer: The RadMD web site uses "session cookies" to store information about you current login session. These cookies are not saved on your computer and disappear when the browser is closed. Most browsers can be configured to prevent the cookie warning for session cookies, if you wish to do so, please consult the documentation for your browser or the IT department within your company.

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Question: What is a tracking number and how is it different from an authorization / notification number?
Answer: A tracking number is a series of digits given to an authorization request that has not (yet) been approved or denied. Once a request has been approved, an authorization number is issued and supersedes the tracking number.

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Question: Do I need a RADMD account to use the Authorization Tracking system?
Answer: No. If you already have a tracking number, you can use it on the front page of RadMD.com to view the current status of the request. If you wish to see additional information, you must login to RadMD.com and look up the authorization request as you have in the past.

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Question: I have a password key. Why can't I set my password?
Answer: In almost all cases, this is because your email reader cut off the the end of the key. Please try entering the entire password reset key manually, this should fix it.

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Question: Why does it say my health plan email address and state aren't recognized?
Answer: You received this message because you indicated that you were a health plan representative, but you entered an unrecognized combination of email address and state. Here are some common solutions:
  • If you do not work for a health insurance company, change your application to indicate the correct user type and re-submit your application.
  • If you do work for a health insurance company, then make sure that NIA is currently active and authorizing studies for your members. You cannot sign up for a RadMD account before the "go-live" date with NIA.
  • If the health insurance company for which you work is currently active with NIA, we may not have your email address and state listed in our database correctly. Please contact the RadMD help desk at 877-80-RadMD (877-807-2363) M-F 5am-5pm Pacific to have your information added.
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Question: Where are the other NIA Health Plans?
Answer: The health plans listed in the drop down list are the only ones available for online Auth Request. New health plans are added occasionally, but we make no guarantees about when a particular health plan will be available for the online Auth Request program. In the mean time, please continue to call the NIA call center for health plans that do not appear in the list.

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Question: I still have a question. How can I contact the webmaster?
Answer: We prefer emails. Send your question to [email protected].

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