Transcription Support | FAQs

Questions about VIVA Transcription

Questions about using VIVA Transcription

........................................................

Questions about VIVA Transcription

Q: How much do you charge per line? 
A: That depends on a few different factors; please contact us and we’ll explain our very competitive pricing plans.

.:top:.

Q: Does VIVA provide non-medical transcription? Can VIVA transcribe conferences?
A: Yes, we provide a wide range of transcription needs. Please contact us for a quote.

.:top:.

Q: Is there a contract we would need to sign? 
A: There is no long-term contract, but we do ask you to sign an agreement stating you’ll pay us for our services on a month to month prorated basis.

.:top:.

Q: When are VIVA’s transcription services available?
A: VIVA is available 24/7, 365 for your dictation and transcription needs. Customer Service is available 7 days a week for questions and support.  The toll-free phone dictation system shuts down for 10 minutes each day at 2:00 AM Pacific time for maintenance. If you are using the system at this time your dictation will be automatically truncated and saved.

.:top:.

Q: What is Next Business Day Turnaround?
A: VIVA defines business days as Monday through Saturday closing at 6:00 PM Pacific time. If we receive your dictation before 6:00 PM Pacific time, Monday through Friday, it will be available for you the following day. If dictations are submitted after the 6:00 PM cutoff they are considered part of the following day. (Dictations done between Friday at 6:01 PM and Sunday 6:00 PM will be available on Monday.) If your files are not ready, you do not pay for them, Guaranteed!

.:top:.

Q: Does VIVA accept dictation via both phone and digital voice recorder?
A: Yes, VIVA provides all customers with a toll-free dial-in dictation line for easy dictation and also supports digital voice files from voice recorders.

.:top:.

Q: What brand of voice recorder do I need to use?
A: VIVA supports all brands and models of voice recorders and all sound file formats. A popular model with VIVA customers is the Olympus VN-480 PC.

.:top:.

Q : Are VIVA Transcription’s services Mac-compatible? 
A: Yes, The VIVA system is completely compatible with the Mac OS X operating system. All transcriptions are completed in Microsoft Word, which is available for Mac. Additionally, most voice recorders come with Mac-compatible software and FTP clients are available for Mac OS X as well. We recommend a free FTP client software for the Mac called Cyberduck. This program enables you to upload your digital sound files to our FTP site.

.:top:.

Q: How much does it cost to send a fax? 
A: There is no charge to fax from our online file storage system.

.:top:.

Q: How long can I store my files on the VIVA site?
A: You may keep your files in our system as long as you like. There is no additional charge for file storage.

.:top:.

Q: Can I have my transcriptions done on my own template and letterhead?
A: Yes, VIVA can accommodate nearly any template request in Microsoft Word. Just send us a Word document or fax us an example of your template and we will do the rest. If you have a color letterhead, specific formatting needs, or even if you prefer all of your appointments from the day in one file, call and ask, we can handle almost any need.

.:top:.

Q: Can I have multiple templates for various types of dictations?
A: Yes, VIVA can utilize as many templates as you would like for any sort of specific dictation; SOAP notes, release reports, studies, referrals, etc.

.:top:.


 ........................................................

Questions about using VIVA Transcription

Q: How do I upload my digital sound files?
A: After you have transferred your sound files from your digital recorder to your computer, you will need to send them to VIVA’s FTP server located at ftp://files161.vivacorporation.com. You can access this FTP site using a variety of software, including Microsoft Internet Explorer. For SSL secure transfers use the Java client or download an FTP client software from the Internet. Recommended FTP clients include FTP Voyager and Filezilla.Please see the support section for more details on uploading files.

.:top:.

Q: Can I pause, rewind or re-record when dictating via the toll-free dial in line?
A: Yes, please see our list of key prompts that help make phone dictation easy.

.:top:.

Q: I can’t log in to my VIVA account and/or the FTP site; what’s going on?
A: Logins and passwords are case sensitive. Please double check to see if you have the caps lock key engaged, or if you have overlooked a case sensitive letter. If you are still not able to enter the site, please contact customer service.

.:top:.

Q: I cannot locate a transcription I dictated yesterday, how do I find it?
A: Use VIVA Search to find any file in your VIVA account. The search function will locate files using any keyword in the title OR BODY of the document. Search by patient name, dictation confirmation number, date, or ANY word dictated in the body of the report. If you still cannot locate the dictation you are looking for, please contact customer service and we will be happy to help you locate the transcription. Please keep in mind that files dictated or uploaded to the FTP after 6:00 PM PST will be transcribed and available the next business day.

.:top:.
   
Q: How do I make changes and corrections to my transcriptions?
A: To change the title of the transcription, click the "modify file properties" icon. Change the file title by typing the appropriate information in the property field. To make changes to the body of the transcription you must download the file to your local computer, make the changes, and use the "update file" icon to replace the original transcription in the system with the updated version on your computer.

.:top:.

Q: How do I add additional dial-in dictation codes for other providers in my office?
A: Contact us and we will be happy to get the new providers started, it only takes a few minutes. You will be asked to provide basic contact information for the additional providers including their full names, titles, and email addresses. VIVA will then send an email containing the new dial-in codes.

.:top:.

Q: How do I make changes to my templates?
A: Please contact us or email your new template to help@vivacorporation.com and we will implement your changes immediately.

.:top:.

Q: How do I download my transcriptions from my VIVA online account?
Q: How do I create new folders in my VIVA online account?
Q: How do I upload files from my computer onto my VIVA online account?
Q: How do I fax transcriptions from my VIVA online account?
A: Please see the online tutorial for all of your VIVA web site questions.

.:top:.

Q: Can I use a credit card to pay my invoice?
A: Yes, we accept Visa and MasterCard payments. Please contact us to provide your credit card information to an account representative. Credit cards will be billed automatically each month seven days after you have received your invoice.