Issue description:
The issue of the Billing Provider information being blank is caused by 'Assign Benefits to Patient' being active. This happens because the patient is assumed to responsible by the software for any account where this is selected, so "billing" does not occur. To resolve this issue, we need to edit the Patient Information page to deactivate Assign Benefits to Patient on the patient's account.
Signs:
- Claims show no information for billing provider
- Est Ins does not calculate in the Ledger or Treatment Plan for newly posted procedures.
Basic troubleshooting steps:
- Find your patient.
- Open their Patient Information page.
- De-select Assign Benefits to Patient.
- Correct the Procedure.
- Recreate the Claim.
Best Practices:
Check your claims before submitting them to ensure that that there is no blank of missing information. If you see no Billing Provider data, deactivate Assign Benefits to Patient on the patient's account before recreating the claim for submission.
Advanced troubleshooting steps:
Step 1: Find your patient.
Using the Patient Search tool, enter the Patient ID or LastName, FirstName of the affected patient. If you are not automatically brought to the Patient Overview, double-click the appropriate patient's file in the search area.
Step 2: Open their Patient Information page.
Click the Edit button in the center at the top of the Patient Overview; this should bring you to the Patient Information page. (Alternatively, you can select the Patient > Patient Information drop-down menu).
Step 3: De-select Assign Benefits to Patient.
Click the checkbox next to the Assign Benefits to Patient to remove the checkmark in the box. Then press Save to confirm your selection.
Step 4: Correct the Procedure.
- Access the Transactions > Ledger drop-down menu, find the date of the claim and void or delete the claim to give us access to the payment which will also need to be edited.
- You can void/delete the claim by clicking the date of service and pressing Delete Claim/Void Claim.
- Click the date of service for the procedure to edit it. Click Advanced to access the "Override Insurance Estimate or change billing order" area and enter a fee and Dental/Medical as needed. Press Save to confirm.*
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If voiding, try voiding the claim and procedure, then deleting the void for the procedure alone.
- This sometimes forces the previous voided transaction to recalculate with the new logic of the account.
- If this does not work, create new transaction for the procedure after the void and back-date the procedure's date of service to be accurate.
- When a procedure was posted for the claim, this would also need to be voided or removed to edit the procedure.
Step 5: Resubmit the Claim.
From the Ledger, click the Patient Ledger button. Create Claim should now be available for the newly posted version of the transaction that does not bill solely to the patient.
Examples:
Contact support:
If these steps did not resolve your issue, please take screenshots of the Patient Information page, the Ledger display of the date of service impacted, and the details of Claim for further assistance. Denticon Support can be reached by submitting a ticket for further assistance. How can I communicate with members of the Denticon support team?
Additional resources:
*Reference for Insurance Transaction Entry
Conclusion:
This guide should help resolve cases where the Billing Provider is not populating on the claim due to user selections. If this is not the case, please contact support for further assistance.