Issue description:
If someone in your office creates a claim for archived treatment, you may find that you cannot click the date the claim was created to resolve the error. This article outlines a work around that can be used to close a claim that avoids locked-out claim options.
Signs:
The claim of archived treatment may have an error message that flashes, as below:
Additionally, you will see the claims' action buttons remain inactive:
Troubleshooting steps:
- When accessing the Ledger of the impacted patient, click the linked Description. Ex. Pri Claim - Sent (113.00)
- This will show you a module within the Ledger that has an option for Close Claim. This should close the claim as normal and release any balances held by the claim to the Est Pat Ledger column.
Best Practices:
Regularly run the Reports > Insurance Reports > Claims Not Created from the Reports dropdown menu each week and check for patients who need to have claims created and sent.
Contact support:
If you have taken these steps and are not able to close the claim, please send a screenshot of the Claim Details module to the Denticon Support Team via Help > Get Help > Submit a Ticket or reply to your existing ticket via Help > Get Help > your name > My Activities > click ticket title. How can I reach Denticon's Customer Care Team for Support?
Additional resources:
How may our office create claim statuses for tracking our insurance claims?