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drcavola
First Molar I

EServices issue

Hello to ANYONE who can help with Eservices:

Having massive issues with submitting claims, the ones we've been tracking are Delta Dental, and those claims are NOT going to the insurance company.  Called EServices support this morning multiple times.  Was told to "call the clearinghouse".  Really?  Well, the first number we were given is not in service.  My staff had to call back to EServices, and they gave us another number.  That Clearinghouse is called Change Healthcare.

Is this what Softdent/EServices Support is come to?  "Go ahead and call yourself.  We have no way of tracking if your claims, that we charge some $.65 per claim, for us to process and then get to the clearinghouse, and then to the insurance company".  

How long has this clearinghouse issue been going on?  

20 Replies
jenespanet
Canine III

Re: EServices issue

We are finding that a lot of our Delta (mostly Wisconisn) claims are needing to be mailed, we set it up as a commercial payor ID 99997. We are located in Virginia. We are also mailing Anthem BCBS claims. We don't understand when companies say they are ECS and the payor IDs don't work through sofdent.

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mdunham
First Molar I

Re: EServices issue

Our Delta Dental of WI claims have been successfully sending electronically on payer ID 39069.    Perhaps check the way your provider has the Prov/PRac ID  set up in ECS?   Also, are the plan and company set up to send ECS?    I'm throwing stuff out there because I am able to successfully send to all Deltas and Anthems.   By Anthem, do you mean your Anthem local of WI?

 

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jgoodwin
CS Dental Employee
CS Dental Employee

Re: EServices issue

I will have one of my escalation agents reach out to you shortly to assist you doctor. 

Thank you,
Jeff

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jenespanet
Canine III

Re: EServices issue

we were using that payor id number and Delta told us they were not receiving claims. We use Change Healthcare as our clearinghouse through Softdent, is that who you use? We are not in Wisconsin, we are in Virginia. None of Anthem plans, local or through any other state. Who is your clearinghouse? 

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jenespanet
Canine III

Re: EServices issue

I meant to say NONE of our Anthem BCBS go through electronically. We don't actually mail the claims from our office, but Change Healthcare does. We submit them electronically but they are mailed. When we used Remote Lite it was not that way.

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mdunham
First Molar I

Re: EServices issue

I see, we use Carestream E-services.   

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drcavola
First Molar I

Re: EServices issue

@jgoodwin - thanks for arranging the call.  It's been at least 4 weeks, maybe more, since we got bulk payments from Delta Dental.  We've been getting concerned.  Last week I resubmitted all 4 pages of outstanding claims.  Today we checked with DD online, still no receipt of payments.  That's when we called for Support ... I wish Softdent had the ability to record those changes to the DD insurance company thru the audit trail.  But no.  I wish I could tally all the times we've submitted the same claims, in error ... at least two, maybe more.  Not counting the manual slog of having to cancel each claim, then resubmit.  So that's another echarge ... wondering if someone at Eservices would have some compassion and throw us a credit of some sort on our account.  

jgoodwin
CS Dental Employee
CS Dental Employee

Re: EServices issue

What is the best way to reach you doctor?
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drcavola
First Molar I

Re: EServices issue

call our office number, 770-929-8555, and ask for Wanda ... she's been working a lot of this DD issue. Thx
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