Quick Reference — To correct MEDPOLICY claims

1. Display the Claim Action page: Select a claim from the Workflow Dashboard, Claim Worklist, or click the Claim Action Page link on the Claim Edit page.
2. Review the claim information and existing documentation.
3. Actions — Select Resubmit to Payer from the menu.
   The Resubmission request page appears.
   Note: You can only submit one resubmission request at a time. If you have an on-going request, you cannot access the resubmission workflow until the pending one is resolved.
4. Applies to — Select the payer whose denial you are appealing: Primary Insurance or Secondary Insurance.
5. Resubmission type — Select a resubmission type from the menu.
6. Under Optional information, enter the following information if applicable for your resubmission request:
   1. Documents — Select medical documents or upload a new attachment to expand the section. Select the type of documentation to add. This documentation should support your appeal.
      Notes:
      • Documents that are already attached to the claim appear in the Existing Attachments section. These documents are available for athenahealth teams to use when constructing a resubmission, and do not need to be reattached via this workflow.
      • You can upload only one document via the resubmission workflow. To upload multiple documents, please complete that workflow on the claim itself before coming to this page. Uploading the documents prior to completing the new resubmission workflow allows those documents to be part of the documentation that athenahealth teams select from.
      • The Attachment type field sets the type of document you are attaching; it does not filter the medical documentation check boxes located in the Documents section.
   2. Mail-to address — Click Choose a mail-to address to expand the section. If you don’t see the appropriate address, click add a new mail-to address and enter a new address.
      Best practice: To look for additional addresses, search for the address in the Find address field.
   3. Reason for resubmission — Enter the reason for resubmitting the claim.
      Note: This field has a 2000-character limit.
   4. Claim note — Click Include claim note (internal) to expand the section. Enter any internal notes for your athenaOne practice users. Describe the reasons why the claim should be appealed, list facts to support the appeal, and indicate whether you attached any supporting documentation or faxed any documentation to athenahealth (you may want to do so).
7. Click Submit request. This action applies the PLSPPEAL kick code and moves the claim to athenahealth to review for payer-specific requirements.
   A message appears indicating that the resubmission was successfully submitted to athenahealth.
   Important: We've built automation for highly predictable resubmission scenarios: When the claim is kicked with PLSAPPEAL, athenaOne automatically executes a resubmission based on the appropriate scenario. (We’re actively building tools that limit the effects of this automation by resubmission type. If you disagree with athenaOne’s automation for the resubmission, submit a case via the Success Community: Main Menu > Support > Create Case or Call > Billing & Claims > Correct/Resubmit Claim > Create Online Case.)
   Internal note: If a case team identifies a vetted update opportunity where CRR resubmission automation is confirmed by case team members to be submitting against payer guidelines, the case team member should follow their typical process for triage/issue escalation.
   Best Practice: Case teams must confirm the payer guidelines, and complete any necessary research, prior to moving forward with the escalation.
8. An address validation window may appear if the address you entered could not be verified. Choose the address you want to use by selecting either Correct Address or You Entered, and then Confirm address.

1. Display the Claim Action page: Select a claim from the Workflow Dashboard, Claim Worklist, or click the Claim Action Page link on the Claim Edit page.
2. Review the claim information.
3. Actions — If the claim requires a balance adjustment, select Adjust Balance.
4. Applies to — Select the payer to which the adjustment applies.
5. Charges — Select the charges that need to be adjusted.
6. Reason — Select the reason for the adjustment.
   Note: Each adjustment reason maps to a kick reason, so that reports are unaffected.
7. Custom transaction code (Optional) — Enter a custom transaction code or enter a period to access the lookup tool.
8. Claim note — Enter a claim note explaining why the charges are to be adjusted off the claim.
9. Click Submit. This action closes the claim.

Note: At least one change must be made to the claim before it can be resubmitted. It is not compliant to resubmit a claim without changes only to see whether the claim will be paid if you resubmit it to the payer.

1. Display the Claim Action page: Select a claim from the Workflow Dashboard, Claim Worklist, or click the Claim Action Page link on the Claim Edit page.
2. Review the claim information.
3. Actions — If the claim needs to be resubmitted to the payer, select Add Kick Reason.
4. Make any necessary changes to the claim details.
5. Kick reason — Enter DRPBILLING.
6. Claim note — Enter a clear, detailed note for athenaOne users, describing what actions have just been taken.
7. Click Submit.

1. Display the Claim Edit page: In the text box at the top right of your screen, enter the claim number, select Claim ID from the menu, and then click the search icon. The Find tool looks for an exact claim ID match. (Searching for claims requires claim billing user permissions.).
2. Review the claim information and existing documentation.
3. In the Add note section, click Resubmit to Payer.
   The Resubmission request page appears.
   Note: You can only submit one resubmission request at a time. If you have an on-going request, you cannot access the resubmission workflow until the pending one is resolved.
4. Applies to — Select the payer whose denial you are appealing: Primary Insurance or Secondary Insurance.
5. Resubmission type — Select a resubmission type from the menu.
6. Under Optional information, enter the following information if applicable for your resubmission request:
   1. Documents — Select medical documents or upload a new attachment to expand the section. Select the type of documentation to add. This documentation should support your appeal.
      Notes:
      • Documents that are already attached to the claim appear in the Existing Attachments section. These documents are available for athenahealth teams to use when constructing a resubmission, and do not need to be reattached via this workflow.
      • You can upload only one document via the resubmission workflow. To upload multiple documents, please complete that workflow on the claim itself before coming to this page. Uploading the documents prior to completing the new resubmission workflow allows those documents to be part of the documentation that athenahealth teams select from.
      • The Attachment type field sets the type of document you are attaching; it does not filter the medical documentation check boxes located in the Documents section.
   2. Mail-to address — Click Choose a mail-to address to expand the section. If you don’t see the appropriate address, click add a new mail-to address and enter a new address.
      Best practice: To look for additional addresses, search for the address in the Find address field.
   3. Reason for resubmission — Enter the reason for resubmitting the claim.
      Note: This field has a 2000-character limit.
   4. Claim note — Click Include claim note (internal) to expand the section. Enter any internal notes for your athenaOne practice users. Describe the reasons why the claim should be appealed, list facts to support the appeal, and indicate whether you attached any supporting documentation or faxed any documentation to athenahealth (you may want to do so).
7. Click Submit request. This action applies the PLSPPEAL kick code and moves the claim to athenahealth to review for payer-specific requirements.
   A message appears indicating that the resubmission was successfully submitted to athenahealth.
   Important: We've built automation for highly predictable resubmission scenarios: When the claim is kicked with PLSAPPEAL, athenaOne automatically executes a resubmission based on the appropriate scenario. (We’re actively building tools that limit the effects of this automation by resubmission type. If you disagree with athenaOne’s automation for the resubmission, submit a case via the Success Community: Main Menu > Support > Create Case or Call > Billing & Claims > Correct/Resubmit Claim > Create Online Case.)
   Internal note: If a case team identifies a vetted update opportunity where CRR resubmission automation is confirmed by case team members to be submitting against payer guidelines, the case team member should follow their typical process for triage/issue escalation.
   Best Practice: Case teams must confirm the payer guidelines, and complete any necessary research, prior to moving forward with the escalation.
8. An address validation window may appear if the address you entered could not be verified. Choose the address you want to use by selecting either Correct Address or You Entered, and then Confirm address.

To add additional notes related to a resubmission

1. On the Claim Edit page, scroll down to the Claim Notes section at the bottom of the page.
2. Review the claim notes.
• If athenahealth has researched the denial with the payer, a detailed description is included.
• If there is an EOB or letter from the payer, click the link to review it.
3. Scroll down to the Add Note section.
4. Applies to — If needed, select the payer type for the claim note: Primary Insurance or Secondary Insurance.
5. Status — Do not change the status.
6. Kick reason — Enter PLSAPPEAL.
7. Note — Enter a note about the appeal.
   Important: To assist athenahealth users who are finalizing your appeal package, please clearly label and differentiate between your appeal note (payer facing) and your internal claim note, for example:
   
   
8. Click Save.

1. Make sure that you opened a deposit batch and the corresponding payment batch for the payment/check and EOB that you want to post.
2. Display the Post Payment page by searching for a patient or a claim.
• On the Patient Actions Bar, click Billing, and then click Post Payment.
  The Post Payment page shows you all open charges for this patient.
• In the text box at the top right of your screen, enter the claim ID and click the search icon. On the Claim Edit page, click the Post payments/adjustments link at the top of the page.
  The Post Payment page shows you only the open charges for the specific claim that you entered.
3. Locate the claim and charge item that matches the line item on the EOB.
   Tip: Select the correct primary or secondary charge line based on the insurance highlighted in red.
4. Display the detailed posting fields by clicking the charge line.
   Note: To display and hide the fields in the detailed view, click the charge line (+n #nnnnn: mm/dd/yyyy).

Detailed posting fields

5. Other Adjustment — Select the adjustment type from the menu.
6. $ — Enter the adjustment amount in the $ field next to the Other Adjustment menu.
   Payments are totaled against the batch target for reconciliation.
7. Custom Adj Code — Enter a custom adjustment code, if needed.
   Note: You can create and administer custom transaction codes using the Custom Transaction Codes page.
8. Kick/Remit Code — Enter the kick code or remit code associated with this payment, denial, or adjustment.
9. Patient Insurance — Select or verify the policy/payer associated with the adjustment. If the payer is not listed:
1. Select the Other (write in) option to display the Payor name field.
2. Enter the name of the payer in the Payor name field.
   A new policy with an expiration date of today is created.
3. Treat as tertiary? — Select this option for a tertiary payment.
10. Click Save.

Note: At least one change must be made to the claim before it can be resubmitted. It is not compliant to resubmit a claim without changes only to see whether the claim will be paid if you resubmit it to the payer.

1. On the Claim Edit page, scroll down to the Claim Notes section at the bottom of the page.
2. Review the claim notes.
   1. If athenahealth has researched the denial with the payer, a detailed description is included.
   2. If there is an EOB or letter from the payer, click the link to review it.
3. If further clarification is needed, contact the payer directly.
4. Applies to — Select the correct insurance type.
5. Status — Select DROP.
6. Kick reason — Enter DRPBILLING.
7. Claim note — Enter a clear, detailed note for athenaOne users, describing what actions have just been taken.
8. Click Save.