Question: What do I do if I haven't received an ERA from a payer?
Sometimes, a practice may receive a direct deposit or check, but the related ERA is not visible within OfficeEMR. If this happens, a Support Ticket should be created for the Customer Success team which includes the following information (for each affected ERA):
- The name of the payer (and payer ID, if known).
- The Check or EFT number.
- The Check or EFT date.
- The amount of the payment received.
Once Customer Success has received this information, it will be forwarded to our clearinghouse (Change Healthcare) for research. Please wait 24 hours after the date of the deposit before requesting research on a missing ERA. On average, it takes 3-7 business days for the ERA to be located and processed, particularly if the clearinghouse must contact the payer to have the ERA resent.
Question: Why do I not see the claim I am looking for when adding a new claim to a deposit in the payment posting process?
If you are experiencing the above issue, please check the following:
- Verify that you have typed in the correct claim ID, PCN, or patient name.
- If the claim is old, you may need to update your user settings: Claim Search Time Period. By default, only claims from the last 365 days are displayed.
Problem/Question: Why do I not see the claim I am looking for when adding a new claim to a deposit in the payment posting process.
When posting a Payer EOB, you may find yourself wanting to add a custom adjustment. This process involves adding the custom CARC codes and setting them up to work as desired, then adding them with the other adjustments on the procedure line of your EOB.
First of all, you need to identify the code that you want to use. We have limited options, to prevent users from mistakenly adding non-standard CARC codes. If you see a code you'd like to use, but that isn't on this list, please let us know and we can add it as a possibility.
Currently available codes:
- CF - Collection Fee
- CW - Courtesy Write Off
Any of these codes are available to add to your system. First, go to the Deposits screen, and click the large gear at the top right. Then, select Setup, and ERA CARC:
When it comes up, you can immediately start entering the code you want to add, and its associated information. For a courtesy write-off, you may set it up like the following:
You can see here that I've set the Reason Code to CW, I haven't entered a group, and I've set that it will treat anything posted like this as a Courtesy Write-Off.
Looking at my claim while posting, I can enter this as a typical adjustment, but using my custom reason of CW:
When complete, I can see on my Transaction History for the claim that this payment was correctly posted as a courtesy write-off: