Introduction & Issue description:
If an 835/ERA Explanation of Benefits (EOB) is loading without patient information, this guide will assist you in checking you are accessing the document in the correct way. If you are seeing no patient details on the EOB loaded after clicking a date in the Ledger and pressing Print EOB Detail, then this guide is for you!
Signs:
- The patient's Responsible Party has multiple patients attached.
- You accessed the EOB via a Date Link from the "Account Ledger - Show All" page.
Basic troubleshooting steps:
- Click the Ledger icon or Transactions dropdown menu, then select Ledger.
- At the bottom of the screen, click the link for the name of patient on the EOB.
- Press the Patient Ledger button to ensure you have selected the correct account.
- If this button was already pressed, you will see Account Ledger instead.
- A Patient Ledger will have "Patient Ledger - Show All" in the top-left title bar and only the selected patient's name under the "Patient" column of the Ledger.
- Note: While this step is optional, it can help ensure that you are on the correct account to review the EOB.
- Click the Date Link for the EOB and then press Print EOB Detail.
- The EOB will now load with the selected patient's data.
Visual Examples:
EOB will not load. Patient A is selected and the EOB is for Patient B.
EOB Details are Missing:
EOB will load. Patient B is selected and the EOB is for Patient B.
EOB now loads with the data for Patient B.
Best Practices:
Only select EOBs for review after selecting the direct Patient Ledger for the patient who had the procedure completed.
When Denticon is loading data into your Ledger, the account Ledger does not load coverage data for patients other than the one selected as displayed in the top-left corner of the "Patient Ledger - Show All" or "Account Ledger - Show All" page.
Once an EOB's Date Link is clicked, it will not show the name of the selected patient but the name of the patient who the EOB is for. This does not mean that this patient's data has been loaded. We can tell this is true as if you click away to a different module (Ex. Patient Overview), the patient most recently selected is displayed, not the patient with the EOB.
Contact support:
If you have taken these steps and are still having issues, please take screenshots of the error and send them 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:
Ledger Links for Account Balance and Family Members
Conclusion:
If your EOB is loading as blank, try pre-loading the account of the patient who received treatment on the EOB before reviewing the details.