The information provided below is for ERA troubleshooting.

After entering payments, patient accounts show a credit.

The plan type is not set to PPO Percentage. An in-network insurance plan must be set to PPO Percentage for write-offs to calculate correctly. See PPO Insurance Plan If using an out-of-network plan (category percentage) you may need to manually zero out write-offs on procedures.

My clearinghouse does not offer automatic downloads of ERAs. How do I manually download reports?

1. Contact your clearinghouse to obtain ERA files. The files must be in the specified 835 format to work.
2. Create or verify the report path set in your Clearinghouses.
3. Copy and paste reports the designated report path. Or download reports directly into path.
4. In DentOffice, go to the Manage Module, Send Claims.
5. In the upper right, click Get Reports.

Copy and paste reports to the designated path.

I see duplicate claims or preauths on my ERA.

Select the duplicate ERAs or preauths and click detach.

When clicking Send Claims, receive error: Error retrieving. Era request unsuccessful. Error message received directly from ClaimConnect: 150. Service Not Contracted.

This means you are not signed up for the ERA download service with ClaimConnect. You have two options:

• To enable the service, contact ClaimConnect.
• To stop the error message (and not enable the service), update to version 16.1.14 or greater.

ClaimConnect Note: Once ERAs are downloaded they are marked processed on the ClaimConnect website. To mark an ERA as unprocessed (e.g. if there is an error), do so on the ClaimConnect website.

Insurance sent back different code than what was billed (e.g. FMX instead of Pano/BW).

DentOffice will post payment as total. You can leave this as is, or split payment between completed procedures.

Logic: Sometimes EOBs do not itemize payments by procedure. In these cases, paid amounts are assigned to the Total Payment amount. If procedure payments are known (itemized), then those payments will be subtracted from the Total Payment amount, and amounts are indicated in each procedure row. When all procedures are itemized, and there are no claim adjustments, there will be no Total Payment entry because it is unnecessary.

I looked at my ERAs on the ClaimConnect website and now they won't download. Why?

Any ERA viewed on the ClaimConnect website they will be marked as processed and will not be available for automatic downloading into DentOffice.

I need to get ERA's for a carrier that is not contracted with a clearinghouse that provides ERAs in the standard 835 format to be used by my DentOffice program. What can I do?

If the payer can provide you with the ERA file (835) it can be manually downloaded into the clearinghouse report path, then processed as usual. If not, you must use paper or other way of getting the EOB. Currently Claimconnect, Electronic Dental Services (EDS) and Dentical are able to provide ERA 835s to you. Keep in mind that most processors are not willing to do 835s only, they also want you to file all of your claims with them to provide this service.

What if the carrier is contracted with Emdeon though, isn't Emdeon a large clearinghouse that should be able to provide 835s?

Emdeon/Change Healthcare may be able to provide 835's in the future, DentOffice has asked and not gotten useful responses.