Troubleshooting 837 Errors
 
The following is a list of common errors that can occur when you are doing electronic billing in the 837 4010 format:

The subscriber address is missing (or city, state, zip code).

Other Insured Gender or DOB (Date of Birth) is missing.

Payer ID missing.

The Facility Type is missing.

Could not locate the rendering doctor’s secondary identification.

Could not locate the referring/billing doctor’s secondary identification.

There is a missing provider or group id for this doctor...

You have posted a payment from the primary and have not recorded a deductible or copay.

The transaction date for this transfer is missing.  Contact ClinicPro Support.

 

Error: The Subscriber's Address (or city, state, zip code) is missing/not filled in. 

Solution:

  1. The Error will tell you what patient this is on.  Go to the Patient Detail tab for that Patient.
     

  2. Click on the Address... button.
     

  3. Check and make sure that the address, city, state, zip code are all in the correct places.
     

  4. If everything already looks correct, go to the patient's Insurance/Dates tab.
     

  5. If the insured person is different than the patient, go to that patient and repeat steps 1 - 3.
     

  6. If the insured person is not a patient, or if everything is already correct on the insured person, go to Lists, then Non-Patients.
     

  7. Check to see if the insured person or the patient shows up in this list.  If they do, click on the Data Entry tab and repeat steps 2 - 3.

 

Error: Other Insured Gender or DOB (Date of Birth) is missing.
 

Solution:

  1. The Error will tell you what patient this is on.  Go to the Patient Detail tab for that Patient.
     

  2. Check and make sure the Gender and the Date of Birth are filled in.  If everything already looks good, continue to step 3.
     

  3. Click on the patient's Insurance/Dates tab, make a note of who the Insured Person is.  Check each insurance company.
     

  4. Go to Lists, then Non-Patients.  The Insured Person will likely show up in this list.
     

  5. Highlight the Insured Person, then click on the Data Entry tab.
     

  6. Make sure the Gender and Date of Birth is filled in.
     

  7. If you do not know the Insured Person's Date of Birth, you will need to retrieve that information from the patient in order to process the claim.

Error: Payor ID missing.

Solution:

  1. The Error will tell you what insurance company this is for.
     

  2. Go to Lists, Insurance and Medigap Companies
     

  3. Highlight the name of insurance on your error log, then click on the Company Detail tab.
     

  4. Make sure you have a Payor ID filled in.
     

***If you have more than one insurance company with the same name, you will need to check each insurance company and make sure a Payor ID is filled in.

If you do not know the Payor ID, try the following:

If the insurance company is set up as HCFA, put in '98999' for the Payor ID.

If the insurance company is set up as Electronic:

  • - If you are located in Michigan, check the EDI Payor List.
  • - If you are located outside of Michigan, contact support to see what Payor ID you should be using.

Error: The Facility Type is missing.

Solution:

***If the error does not list a particular facility, do the following:

  1. Go to Lists, Facility/Hospital.

  2. If you get a message saying there are no records on file, click OK. 
    You will be adding your office as a facility. 

  3. Input the name, address, and facility type (choose service location).

  4. Click on the Save button.

***If the error lists a particular facility, do the following:

  1. Go to Lists, Facility/Hospital.

  2. Highlight that facility, then click on Facility Detail.

  3. Make sure you have a Facility Type filled in.

If you still get the error following the above steps, try the following:

  1. Go to the patient's transactions tab.

  2. Highlight the date(s) of service you are trying to bill.

  3. Click on the #2 button (in 12IHCMPA).

  4. Click on the drop down arrow and input your office as the facility.

Error: Could not locate the Rendering Provider's Secondary Identification

Solution:

  1. The Error will tell you what provider this is on. 

  2. Go to the Lists, Staff Doctors, and choose that provider.

  3. The Rendering Provider Secondary Identification is as follows:
     

    If you are billing:

    BCBS

    		 Medicare Medicaid Commercials
    Make sure the following is filled in: BCBS Provider ID Medicare Provider ID Medicaid Provider ID UPIN Number
     

Error: Could not locate the Referring Provider's Secondary Identification

Solution:

  1. The Error will give the name of the Referring Provider. 

  2. Go to Lists, Referring Doctors.

  3. Highlight the Provider, then click on Referring Doctor Detail.

  4. The Referring Provider Secondary Identification is listed in the table below.

  5. If you do not know the IDs of your referring provider, you will need to collect this information before processing the patient's claim.
     

    If you are billing:

    BCBS

    		 Medicare Medicaid Commercials Blue Care Network
    Make sure the following is filled in: License Number (in MI)
    UPIN Number (in KS)
    Blue Shield ID (all other states)    		 UPIN Number Medicaid ID UPIN Number HMO ID

 

Error: There is a Missing Provider or Group ID for this Doctor.

Solution:

  1. The Error will tell you what patient this is for.  Go into the transaction card for that patient.
    In the upper right corner, make a note of the insurance company with that EXACT spelling.

  2. Go to Lists,  Insurance & Medigap Companies and see how many insurance companies have that EXACT spelling.

  3. Go to the Company Detail tab for each insurance (in step 2) and put numbers at the end of the insurance company name, so that you can tell the insurance company apart by name.

  4. Once that is complete, go back into the transaction card for that patient to see which of those insurances is the one showing up for him/her.

  5. Click Lists, Staff Doctors and select the doctor the patient is being treated by.

  6. Click the Provider IDs tab.

  7. Make sure that every single instance of that insurance is listed here with the correct provider id and group id assigned to that doctor by that insurance company.

NOTE:  If you need to add some, click the New button at the lower left corner, enter the info, and hit the Save button .

Error: You have posted a payment from the Primary and have not recorded a deductible or copay.

Solution:

  1. The Error will give you the name of the patient.  Go to the Transactions tab for that Patient.

  2. This Error occurs on a secondary claim.  You will need to look at some recent payments made by the primary insurance.  Here are some steps:

a) Double-click on a payment in the transaction card (or ledger).  This should bring up the payment screen with the details of the posted payment.

b) Double-click on one of the transactions in the bottom area.  This should bring up the Balance Transfer screen.

c) If an amount is in the Transfer to Insurance field, make sure that you have an amount in either the applied to deductible or copay fields.

d) If you already have this information filled in, repeat steps b and c.  If this entire payment looks correct, look at another payment (repeat steps a - c).

Error: The transaction date for this transfer is missing.  Please contact ClinicPro Support.

Solution:  This error will give the name of the patient.  Go to the Transactions tab for that patient.  Make sure you have printed out a Billing Preview (or Detail) report.

This can be a complicated error.  There could be 3 different reasons why this error has occurred.

Reason #1 - Rebilling of a secondary claim.

  1. Look on your Billing Preview (or Detail) report and find the transactions that are billing out for this patient.

  2. Highlight one of the patient's transactions that show up on the Billing Preview (or Detail) report. 

  3. If you see a line directly below the transaction that says Rebill, highlight the Rebill line and click Delete.

  4. Follow the instructions to Reset a transaction instead of using the Rebill button.

Reason #2 - Billing an old insurance that used to be primary (but is now secondary, tertiary, etc).

  1. Look on your Billing Preview (or Detail) report and find the transactions that are billing out for this patient.

  2. Check to make sure that there is only one insurance you are trying to bill for this patient.

  3. If more than one insurance company exists for this patient, you will notice that one insurance will be the patient's primary insurance, and the other insurance will be secondary (or tertiary).

  4. In the patient's transaction screen, exclude from billing every transaction that has the secondary (or tertiary) insurance listed as the carrier.  To do this, highlight the transaction, then check Exclude From Insurance Billing.  Then try to do your billing.

  5. After you have billed this patient, do the following:

    1. Go back to the Transactions tab for that patient. 

    2. Highlight one of the transactions that you excluded from billing.

    3. Uncheck Exclude from Insurance Billing.  Repeat steps b and c if necessary.

    4. Then, go to the Insurance/Dates Tab.

    5. Change the order of the insurances so that the Insurance Company you are trying to bill is primary.  Then do your billing again.

    6. After billing, go back to the Insurance/Dates tab for that patient, and make sure the insurance companies are back in the correct order.

Reason #3 - Situation still too complicated.

If you tried the above reasons but are still having trouble, contact ClinicPro support.

 


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