📝 Overview
Once your reason code behaviors are configured (see ERA 5a), this article covers what happens during actual EOB and ERA processing — including how to manually record denials and adjustments on a line item, how to reprocess an ERA after a behavior has been updated, and how to identify and clear items that land in the Processing / EOB Issues tab.
Accessing the Insurance Dashboard
Navigate to your Live Location, Insurance Tab, Insurance Dashboard.
How to Use the Reason Codes on the Process EOB Screen
The Denial and Adjustments Buttons
When processing an EOB manually (rather than through an ERA), each line item has two action buttons: Denial and Adjustments. These serve different purposes and it's important to know which one to use.
Denial Button
Use the Denial button when the payer has rejected or denied a specific line item and you need to document why.
Click Denial on the line item to open the denial modal
Select the appropriate reason code and resubmission code that matches what the payer sent back
Once a denial is recorded, that line item is locked from further edits in the EOB
Recording a denial flags the invoice item as a post-claim issue, which causes it to appear in the Processing / EOB Issues tab (see below)
Adjustments Button
Use the Adjustments button to record a group code and reason code adjustment amount against a line item — similar to how an ERA carries adjustment data automatically. This is most commonly used when processing a paper EOB.
Click Adjustments on the line item to open the adjustments modal
Select the appropriate group code, reason code, and enter the adjustment amount
Recording an adjustment does not flag the item as a problem — items with only adjustments recorded will not appear in the Processing / EOB Issues tab
Where to See Adjustments and Denials in ChiroHD?
After processing an EOB manually, you can review how denials and adjustments were recorded in the Green sheets, Processing / EOB Issues. This Processing/EOB Issues tab shows invoice items that have been submitted to a payer and came back with a recorded denial. This tab is location-scoped — each location only sees issues for its own invoice items.
An item appears here when:
A claim was submitted to a payer
The payer denied or rejected one or more line items
That denial was recorded in ChiroHD using the Denial button during manual EOB processing.
Note: This tab is separate from the Pre-Claim Scrub Issues tab. Pre-Claim Scrub Issues catches problems before a claim is submitted. Processing / EOB Issues catches problems after the payer has already responded.
Resolving Items in This Tab
Each patient entry shows the denial reason(s) on the right and a yellow Set to Rebill button on the far right.
Review the denial reason(s) listed for the patient. Click the tab to display additional details about the DOS, description, code, amount and reason for the denial.
Correct the underlying issue — for example, update insurance information, fix the billed amount, or address the payer's stated reason for denial.
Once corrected, click Set to Rebill to dismiss the item from this list. This clears the flag only — it does not automatically rebill the claim.
Rebill the claim manually through the normal billing workflow.
Note: If you see Re-Validate and Clear buttons instead of Set to Rebill, the item is in the Pre-Claim Scrub Issues tab, not Processing / EOB Issues — those follow a different resolution path.
Troubleshooting Reason Codes
Two Scenarios — Know Which One You're In
Before creating or escalating, determine which situation applies:
Please see our other resources if you have further questions on how to Setup and Configure Reason Code Behaviors.
✅ Key Takeaways
Use the Denial button to record a payer rejection on a line item — this locks the item and flags it for follow-up in Processing / EOB Issues
Use the Adjustments button to record adjustment amounts — this does not flag the item as a problem
After updating a reason code behavior, use Attempt Reprocess ERA to apply it to a previously failed or incorrect ERA
The Processing / EOB Issues tab is location-scoped — each location only sees its own flagged items
Set to Rebill clears the flag but does not rebill — you must rebill manually afterward
📌 Conclusion
Understanding the difference between denials and adjustments — and knowing where flagged items end up — keeps your billing workflow clean and your team focused on the right items. Combined with ERA 5a's setup guidance, these two articles cover the full reason code behavior lifecycle from configuration through resolution.
Publisher notes: Add screenshots at each marked placeholder. Confirm the exact label of the "Attempt Reprocess ERA" button in the current UI. Confirm the Insurance Health Check navigation path — verify whether it's accessed via an icon, a tab, or a menu item on the Insurance Dashboard. Link ERA 5a and ERA 5b to each other once both are published. Consider whether the existing ERA 5 video walkthrough should be split or replaced across both articles.