How to Fix an Account with Credit Balance Showing Outstanding Claims When None are Present?

I am looking at the Aging Grid in the Ledger and see that there is a credit balance showing existing claims. When I click on the dropdown for claims, there is no claim for that date of service.

Scenario:

1. The Aging Balance Grid shows a credit under Est Pat, and the Est Ins is > 0.
2. There’s at least one Service Code.
3. Covered by insurance (Est Ins Amount > 0).
4. Billing Order is Blank.
5. No Claims were created for these services.
6. The current Office AR Close-Out Date or Statement Date is after the charges Date of Service (DOS).
7. The Audit Trail shows that the user removed/deleted the Patient’s Insurance at some point after the DOS.

Root Cause:  An insurance plan was removed/deleted after service has been posted.

Answer:

1. Reinstate the Removed Insurance back to the Patient.
   1. Go to the Patient Overview and click the “Primary” hyperlink to edit the insurance plan.
   2. Search for the existing Account Plans.
   3. Select the closest one to the DOS.
   4. Update the Effective Date and Term Date in a range covering the date of service.
   5. Save the changes.
   6. Navigate to the Ledger and click the hyperlinked Date of the Service in question.
   7. Change the Billing Order from None to Dental.
   8. Confirm the Billing Order change after the Close-Out message.
   9. Click the “Save” button.
2. Navigate to the Patient Ledger.
   1. Create the missing claim. Since the date of service was in the past (ex. 2014) and no payment is expected from the insurance company, close the claim.
   2. This action will move the amount in the Est Ins to Est Pat.
   3. The Credit will be applied.
   4. Remove the Insurance again.

To Remove the Patient’s Insurance:

1. Navigate the Patient Overview and click the “Primary” hyperlink to Edit the Insurance Plan attached to the patient.
2. Change the “Patient Rel to Sub” value to “NONE”.
3. Click the “Save” button.

Additional Information:

Our patient no longer has insurance benefits. How do I remove an insurance plan from a patient that is no longer covered under an insurance plan?

Article Version 1.1 2026.6.26