Overview
This article provides insight to the most frequently asked questions regarding faxing in Cerbo.
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How can I check my current fax usage?
Your clinic’s monthly fax usage can be tracked by utilizing the Inbound and Outbound Fax Report tools located under Reporting > Non-Financial Reports > Communication Reports. Please note that these reports may run slowly if your usage is high.
Keep in mind these reports can only be run by users assigned a permission level that includes access to Non-Financial Reports. Details about what each permission level includes can be reviewed at https://www.cer.bo/permissions-matrix.
Outbound Faxing
What is my page allowance for outbound faxing?
Outbound fax service includes a monthly allowance of 250 pages, per paid provider license. This applies to both Primary and Supporting Providers. Additional pages are billed at $0.10/page. For multi-provider clinics, the total page allowance is pooled, and all outbound faxes are pulled from that pool regardless of which users send them.
How can I fax large documents?
A great way to reduce your outbound fax usage is by sending large documents as an electronic package. This feature condenses the entire fax into just one page, which means fewer transmissions and a faster, more efficient delivery process. For further information on how to utilize this feature, see Faxing Patient Documents.
I fax a lot because I use a bespoke lab that isn't integrated. Can my lab be added to the integration list/queue?
We understand that using non-integrated labs can lead to higher fax usage. While we are open to exploring additional integrations in the future, we are not able to add new lab integrations at this time.
However, we currently partner with over 40 labs that offer integration with our system. You can view the full list of our integration partners here: Cerbo Integrations and Partners. We encourage you to consider utilizing one of our integrated lab partners to help reduce your fax usage.
If an outbound fax is unsuccessful, will I still be charged?
Outbound fax attempts that are not successfully transmitted do not count toward your monthly page allowance.
Inbound Faxing
What is my page allowance for inbound faxing?
Integrated inbound faxing is an optional add-on service that includes a total allowance of 500 pages per month and is not impacted by the number of providers. Additional pages are billed at $0.10/page.
How can I control the number of pages received when an outside provider/clinic faxes over patient charts?
We understand that managing fax usage can be challenging, especially when receiving patient charts from outside providers. However, please note that we are not responsible for the number of pages received from external sources. The total number of pages received, regardless of their origin, will count towards your usage and be subject to overage charges.
We recommend communicating your fax rules and preferences directly with your outside providers to help manage the number of pages they send. This can help ensure that only necessary information is faxed, potentially reducing your overall fax usage.
Do charges still apply for spam/empty pages?
Please note that all fax pages, including those that are considered spam or empty, will still count towards your usage and be subject to overage charges. This is because our system tracks the total number of pages sent and received, regardless of their content. For more information on how to handle spam faxes, see How to Deal with Junk or Spam Faxes.
I don't want to use Cerbo's integrated fax feature. What's an alternative?
We understand that using our integrated inbound fax service may not be feasible for everyone. As an alternative, you can use another fax carrier and manually upload the faxes into Cerbo. This option allows you to continue using your preferred fax service while still maintaining your records within our system.
Please note that this approach may require additional time to download faxes from your external carrier and then upload them into Cerbo. This extra step will likely result in increased administrative time and costs.
Fax Billing
How can I tell what (and when) I will be charged?
Base fees are included in your recurring monthly subscription invoice. Charges for fax overage are invoiced the following month, between the 10th & 15th of the month. All charges are billed to the payment method associated with your monthly autopayments.
Below is an example of what overage usage might look like for clinics with moderate fax usage:
Clinic A has 1 provider. They received 368 inbound pages of faxes and sent 180 outbound pages last month. This clinic did not exceed their fax usage, so they will not be charged excess fees.
Clinic B has 2 providers. They received 422 inbound pages of faxes and sent 475 outbound pages last month. This clinic did not exceed their fax usage, so they will not be charged excess fees.
Clinic C has 2 providers. They received 526 inbound fax pages and sent 572 outbound pages last month. This clinic exceed their inbound and outbound fax usage.
Inbound excess: 26 pages x 10 cents = $2.60
Outbound excess: 72 pages x 10 cents = $7.20
Total Excess: $9.80 for the month
Do you offer packages for clinics with a higher frequency of fax usage?
We offer an add-on fax package bundle of 500 inbound/outbound pages for $25/mo. You are not limited to purchasing just one bundle; you can buy additional bundles as needed. For example, if you anticipate an excess of 3000 pages per month, you can purchase 6 bundles for $150 per month, providing 50% cost savings compared to the standard overage rate of $0.10 per page. The standard overage charges will apply for pages exceeding the pre-paid bundle limit.