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Canine III

Patients Can't be Inactivated Due to Outstanding Claim that Does Not Exist

We recently had a patient pass away, and while trying to inactivate her account, we received an error notice that she had an outstanding claim. We went back through her ledger and there are no outstanding claims. The patient has not had insurance since 2013. 

We have had this happen to a few other patients although I can not remember their names off the top of my head at the moment. 

 

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CS Dental Employee
CS Dental Employee

Re: Patients Can't be Inactivated Due to Outstanding Claim that Does Not Exist

This would be better resolved by speaking to a support representive where they can remote in and run any utilities.  

In case you don't have the number it is 1-800-603-4438 option #2

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CS Dental Employee
CS Dental Employee

Re: Patients Can't be Inactivated Due to Outstanding Claim that Does Not Exist

@jdowner @robertangus Can you provide any assistance?

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CS Dental Employee
CS Dental Employee

Re: Patients Can't be Inactivated Due to Outstanding Claim that Does Not Exist

If cannot reach out to support, you can close out of practiceworks on all the computer and run the data integrity check on the insurance claim integrity check make sure you uncheck all the other options. 

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Moderator
Moderator

Re: Patients Can't be Inactivated Due to Outstanding Claim that Does Not Exist

Most times when this happens, it's due to an old outstanding pre-determination.

If you go to the Lists>insurance claims>main claim list.

Uncheck paper and electronic radio buttons and add check to paper pre-d and electronic pre-d, then click filter claims.

Once the filter applies, click on the Patient column header at top to sort the list by patient name.

Once the sorting refreshes the list, type the patient's last name, first name in the find at the bottom.

If there are any open pre-d's for this patient, they should show up and once highlighted in the list, they can be cleared by clicking the clear pre-d button in lower left.

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