SoftDent: eClaims with dates of service in 2019 being converted into pre-authorizations

[paul_snyder]

There was a Carestream system issue that flagged all eClaims containing a service date in January, 2019 as pre-authorizations instead of actual claims.  Carestream is aware of the problem and is actively working to solve it.  All affected claims will be resubmitted shortly.  

There is no action needed on your behalf.    

We apologize for any confusion and we look forward to continually serving your electronic processing needs.   

 UPDATE 1/9/19:   
The issue has been corrected and all claims from 1/1 - 1/7 have been resubmitted, with the exception of real-time claims. If any real-time claims were submitted during that time, they will need to be resubmitted by the practitioners.  

[jeffdds]

How would I know if my claims are real time? That is an important question because I still do not see any claims from that time frame appearing at the carrier websites. could someone please contact me: 781-245-7714

[PybusDental]

Does this apply to practiceworks as well? All of our claims were converted into pretreatment estimates as well.- ty

[jlugo]

This is a huge problem for our cash flow right now.  Basically not getting paid for the last two weeks.  Anything you are doing to remedy this?

[paul_snyder]

Good Afternoon, 

The claims with dates of service in January 2019 were affected only on the following processing days, which include 4 business days (1/2, 1/3, 1/4, and 1/7).  All of the affected claims were corrected and re-submitted from Carestream on 1/8/19.  At maximum, there was 4 day delay in processing.  Measures have been taken to ensure that this does not occur again.   

Regards, 
Paul Snyder

[paul_snyder]

Good Afternoon, 

Yes, it affected PracticeWorks claims also.  They were all resubmitted on 1/8/19 and there is no action required on your behalf. 

[cromfs]

This is occuring in WinOMS also. This is the type of issue you guys need to be calling each office impacted to warn them instead of them having to find out when they start getting random PreDs back in the mail. Offices can't afford the delay in payments.

[paul_snyder]

Good Morning,

Thanks so much for your reply. An error occurred at Carestream and we posted notifications here on the CS Community and also sent out bulletin messages via the eServices reports. We apologize for the inconvenience and the delay of the claims. While it would have been informative to personally call everyone, unfortunately, it wasn't physically possible to place personalized phone calls to the many thousands of clients that were affected.

Please accept our apology for this inconvenience and we look forward to continually serving your electronic processing needs. 

[cromfs]

The message through the eclaims system didn't go through.  The only reason WinOMS users know about this is through the JAWS forum.  The claims have not been auto-resubmitted so we are having to manually review and resubmit.  I'm assuming this error is due to another upgrade without proper regression testing.

[paul_snyder]

Hello, 

Please provide your account number or phone number and we will have a technician reach out to you ASAP.