Introduction:
This guide is to help users who encounter the error message for "ERROR: Invalid/Missing Provider Identification" in their patient's Real-Time Eligibility feature. These reports are from DentalXChange (DXC) and populated from DXC's connection to insurance payers. When you see this message, it is likely because the Provider/Preferred Provider of the patient does not have the correct Tax ID number on their profile in Denticon.
Issue description:
- Click on the Real-Time Eligibility icon (in this case, appears as a caution icon:⚠️)
- ERROR: Invalid/Missing Provider Identification shows in the DentalXChange processing message for your patient's benefit data.
Visual Examples:
Troubleshooting steps:
- Access the menu for Setup > Providers > Provider Setup.
- Select your provider, access the Info tab, and press Edit.
- Enter the corrected Tax ID number and press Save to confirm the changes.
- Return to the Patient Overview of the impacted patient. Click on the Real-Time Eligibility icon (in this case, appears as a caution icon:⚠️).
- Press Check Eligibility; if all was done correctly, the issue should be resolved.
- If the error is still the same, please submit a ticket via Help > Get Het > Submit a Ticket or reply to your existing ticket with screenshots of the updated provider and Patient Eligibility screen.
- If the error is resolved and you have an existing support ticket, please be sure to update the ticket to let our support team know you issue is resolved.
Visual Examples:
Best Practices:
Avoid using the Real-Time Eligibility checks before adding the Tax ID number to provider's profiles. If a provider has an update to their Tax ID number, be sure to report it to the insurance company as soon possible. Only some payers require the Tax ID number, so be sure to check any information provided by insurance payers.
Contact support:
As previously mentioned, if the error is still the same, please submit a ticket via Help > Get Het > Submit a Ticket or reply to your existing ticket with screenshots of the updated provider and Patient Eligibility screen. If the error is resolved and you have an existing support ticket, please be sure to update the ticket to let our support team know you issue is resolved.