Patient is missing first name
Reason for greensheet: Patient is missing first name in patient profile.
How to correct: Pull up the patient’s snapshot > Click on the profile icon > Enter the patient’s first name > Save.
Revalidate greensheet
Patient is missing last name
Reason for greensheet: Patient is missing last name in patient profile.
How to correct: Pull up the patient’s snapshot > Click on the profile icon > Enter the patient’s last name > Save.
Revalidate greensheet
Video: https://vimeo.com/705469106
Patient is missing birth date
Reason for greensheet: Patient is missing date of birth in patient profile.
How to correct: Pull up the patient’s snapshot > Click on the profile icon > Enter the patient’s date of birth > Save.
Revalidate greensheet
Video: https://vimeo.com/705470048
Patient is missing address, city, state, or zip code
Reason for greensheet: Patient is missing address, city, state, or zip code in patient profile.
How to correct: Pull up the patient’s snapshot > Click on the profile icon > Enter the patient’s address, city, state, and zip code > Save.
Revalidate greensheet
Video: https://vimeo.com/705470519
Patient is missing biological sex
Reason for greensheet: Patient is missing biological sex (it is a separate field than gender) in patient profile.
How to correct: Pull up the patient’s snapshot > Click on the profile icon > Enter the patient’s biological sex > Save.
Revalidate greensheet
Video: https://vimeo.com/705470956
No patient case
Reason for greensheet: The patient does not have an insurance case setup.
How to correct: Pull up the patient’s snapshot > Click on the cases icon > Click on create new case > Select the appropriate case type for the situation: Insurance, Medicare, Personal Injury, Workmans Comp > Save changes.
Revalidate greensheet
Video: https://vimeo.com/705471505
Insurance / Coverage is marked as archived
Reason for greensheet: The insurance policy that is effective for the date(s) of service is marked as archived, so the system cannot select it to bill out.
Where/what to look for: Open patient profile > Cases > Click on the desired case > Insurance / Coverage > Policy will be highlighted in a faint red color, and the Archived column will say True.
How to correct - Click on the power button icon on the policy to reactivate it. Make sure the effective and expiration dates are correct as well.
Revalidate greensheet
Video: https://vimeo.com/705472050
Insurance / Coverage is missing an individual identifier
Reason for greensheet: The patient’s insurance/coverage policy is missing the member ID number, which is a required field for an insurance claim.
Where/what to look for: Open patient profile > Cases > Click on the desired case > Insurance / Coverage > Click on edit on the policy
ID / Claim number (box 1a) is missing -
How to correct: Add the patient’s member ID number from their insurance policy > Save.
Revalidate greensheet
Video: https://vimeo.com/705472576
Insurance / Coverage is missing patient relationship to insured
Reason for greensheet: An insurance claim does require that the relationship to the policy holder be marked on the claim.
Where/what to look for: Open patient profile > Cases > Click on the desired case > Insurance / Coverage > click on edit on the policy.
Relationship to insured (Box 6) is missing -
How to correct: Select the correct relationship that the current patient has to the policy holder.
Revalidate greensheet
Video: https://vimeo.com/705472914
Insurance / Coverage is not self, and is missing insured persons name
Reason for greensheet: The relationship to the insured has been selected, but the insured person’s name is missing. Insurance companies need this information to verify the policy and the policyholder.
Where/what to look for: Open patient profile > Cases > Click on the desired case > Insurance / Coverage > Click on edit on the policy.
Insured Person’s Information (First and Last Name) is missing -
How to correct: Input the insured person’s first and last name.
Revalidate greensheet
Video: https://vimeo.com/705475089
Insurance / Coverage is not self, and is missing insured persons sex
Reason for greensheet: The relationship to the insured has been selected, but the insured person’s biological sex is missing. Insurance companies need this information to verify the policy and the policyholder.
Where/what to look for: Open patient profile > Cases > Click on the desired case > Insurance / Coverage > Click on edit on the policy.
Insured Person’s Information (biological sex) is missing -
How to correct: Input the insured person’s biological sex.
Revalidate greensheet
Video: https://vimeo.com/705475668
Insurance / Coverage is not self, and is missing insured persons address, city, state, or zip code
Reason for greensheet: The relationship to the insured has been selected, but the insured person’s address is missing. Insurance companies need this information to verify the policy and the policyholder.
Where/what to look for: Open patient profile > Cases > Click on the desired case > Insurance / Coverage > Click on edit on the policy.
Insured Person’s Information (address, city, state, or zip code) is missing -
How to correct: Input the insured person’s address, city, state, or zip code.
Revalidate greensheet
Video: https://vimeo.com/705476204
PI Insurance / Coverage missing "Condition Relating To"
Reason for greensheet: Insurance companies or attorneys want it documented on the claim that the reason for the patient’s condition/claim is related to an auto accident.
Where/what to look for: Open patient profile > Cases > Click on the Personal Injury case > Insurance / Coverage > Click on edit on the policy.
Claims related to (Box 10) is missing -
How to correct: Select Auto Accident from the drop down menu.
Revalidate greensheet
Video: https://vimeo.com/705476645
Medicare Insurance / Coverage missing initial treatment date
Reason for greensheet: You can receive a rejection from Medicare if box 14 and 15 (and their qualifiers) are missing on the claim.
Where/what to look for: Open patient profile > Cases > Click on the Medicare case > Insurance / Coverage > Click on edit on the policy
Box 14 and 15, and their qualifiers, are missing -
How to correct:
Box 14 - input the date of current illness. Input 431 (Onset of Current Symptoms or Illness) as the qualifier.
Box 15 - input the initial treatment date. Input 454 (Initial Treatment Date) as the qualifier.
Revalidate greensheet
Video: https://vimeo.com/705477063
Workmans Comp Insurance / Coverage missing "Claim Relating To"
Reason for greensheet: Insurance companies or attorneys want it documented on the claim that the reason for the patient’s condition/claim is related to an accident while at work.
Where/what to look for: Open patient profile > Cases > Click on the Workmans Comp case > Insurance / Coverage > Click on edit on the policy
Claims related to (Box 10) is missing -
How to correct: Select Work from the drop down menu for box 10.
Revalidate greensheet
Video: https://vimeo.com/705481622
Workmans Comp Insurance / Coverage missing "Date of accident / injury / loss"
Reason for greensheet: Insurance companies or attorneys want it documented on the claim the date the accident happened while at work.
Where/what to look for: Open patient profile > Cases > Click on the Workmans Comp case > Insurance / Coverage > Slick on edit on the policy
Box 14 and the qualifier is missing -
How to correct: Input the date of the work accident, and 439 (Accident) as the qualifier.
Revalidate greensheet
Video: https://vimeo.com/705482015
Workmans Comp Insurance / Coverage missing "State of Incident"
Reason for greensheet: Insurance companies or attorneys want it documented on the claim in what state the accident occurred.
Where/what to look for: Open patient profile > Cases > Click on the Workmans Comp case > Insurance / Coverage > Click on edit on the policy.
Box 10b is missing -
How to correct: Input the state where the accident occurred.
Revalidate greensheet
Video: https://vimeo.com/705482677
PI Cases require "State of Incident"
Reason for greensheet: Insurance companies or attorneys want it documented on the claim in what state the accident occurred.
Where/what to look for: Open patient profile > Cases > Click on the Personal Injury case > Insurance / Coverage > Click on edit on the policy.
Box 10b is missing -
How to correct: Input the state where the accident occurred.
Revalidate greensheet
PI Cases require "Date of Accident"
Reason for greensheet: Insurance companies or attorneys want it documented on the claim the date of the auto accident.
Where/what to look for: Open patient profile > Cases > Click on the Personal Injury case > Insurance / Coverage > Click on edit on the policy
Box 14 and the qualifier is missing -
How to correct: Input the date of the auto accident, and 439 (Accident) as the qualifier.
Revalidate greensheet
Video: https://vimeo.com/705483691
Insurance / Coverage does not reference a valid insurance company / attorney
Reason for greensheet: The insurance coverage/policy setup has to have a third party payer setup in order for the system to know what payer the claim is going to.
Where/what to look for: Open patient profile > Cases > Click on the desired case > Insurance / Coverage > Click on edit on the policy
Insurance Company / Attorney field is missing -
How to correct: Start typing the third party payers name in the field, and then select it from the drop down menu.
Revalidate greensheet
Video: https://vimeo.com/705486586
Insurance / Coverage does not include the required referring provider
Reason for greensheet: The specific third party payer has been set up to require a referring provider on the coverage/policy information.
Where/what to look for: Open patient profile > Cases > Click on the desired insurance case > Insurance / Coverage > Click on edit on the policy
Box 17 and the qualifier is missing -
How to correct: Click on the drop down menu to select the clinic’s provider that is the referring provider for the patient.
Revalidate greensheet
Video: https://vimeo.com/705489564
Billing User ( ) has no EIN number
Reason for greensheet: The billing user needs an EIN setup in order for that information to populate on the claims.
Where/what to look for:
If the user is at the system level: System dashboard > System settings > Users > Click on the user’s name in blue > Provider settings - EIN missing.
If the user is at the location level: Settings > Users > Click on the user’s name in blue > Provider settings - missing the EIN number.
How to correct:
Input the EIN number (with no dashes) > Saves changes.
Log into the Location > Settings > Providers > Create new provider.
Revalidate greensheet
Video: https://vimeo.com/705490063
Billed item does not have a CPT code
Reason for greensheet: A CPT code is required on a claim for any service.
Where/what to look for: System dashboard > System settings > Services > Click on the service name in blue > CPT code field.
How to correct: System dashboard > System settings > Services > Click on the service name in blue > Type the CPT code into the field, and select the CPT code from the drop down menu.
If you do not see the CPT code that you need, please reach out to the support team for assistance.
Revalidate greensheet
Video: https://vimeo.com/705490908
Billed price incorrect (Should be $)
Reason for greensheet: The system level admins have set up that a specific service should have the specific set price.
Where/what to look for: Open the patient’s profile > Transactions history > select the desired ledger > Verify the price that has been charged for the service listed on the green sheet.
How to correct: Patient snapshot > Transaction history > Insurance history tab > Click revalidate on all services for the date of service > Save > Click on ledger tab > Green refresh button on the ledger > Edit > Change the price of the specific service to its set price > Save changes.
Revalidate greensheet
Video: https://vimeo.com/705491304
Service is not billable
Reason for greensheet: At the system level, the specified service has been set up so that it is not allowed to bill out under the specific case type.
Where/what to look for:
System level: System dashboard > System settings > Services > Click on the service’s name in blue > under Unbillable on Selected Case Types, see if the case type is listed that this service is on.
Location level: Log into the location > Settings > Services > Click on the service’s name in blue > under Unbillable on Selected Case Types, see if the case type is listed that this service is on.
How to correct:
System level: System dashboard > System settings > Services > Click on the service’s name in blue > under Unbillable on Selected Case Types, see if the case type is listed that this service is on.
If the service should be allowed to be billed on the case type, click on the x to remove the case type > Submit.
Location level:
If you are a system admin, log into the system settings and follow the instructions above.
If you are part of a franchise, contact your corporate office to discuss this matter.
Revalidate greensheet
Video: https://vimeo.com/705491922
Billed price must be greater than $0
Reason for greensheet: Insurance will not accept a billed amount of $0 on a service.
Where/what to look for: Patient snapshot > Transaction history > Ledger > Date of service > - - listed as the billed amount on the service.
How to correct: Patient snapshot > Transaction history > Ledger > Click on the edit under the Edit column > Change $0.00 to the correct billed amount > Save changes.
Revalidate greensheet
Video: https://vimeo.com/705494450
More than 12 diagnostic codes on service date
Reason for greensheet: You can have more than 12 DX codes listed in a patient’s case, however only the first 12 DX codes will populate on the electronic or paper claim.
Where/what to look for: Patient snapshot > Cases > Click on the case that is getting billed > Treatment / DX > Diagnosis Codes.
How to correct: Review the diagnosis codes, and evaluate if any DX code needs an end date.
Revalidate greensheet
Video: https://vimeo.com/705494886
No diagnostic codes on service date
Reason for greensheet: The start date of a diagnosis code has to cover the dates of service that a patient has been seen. You cannot send out a claim without a diagnosis code for the date of service.
Where/what to look for: Patient snapshot > Cases > Click on the case that is getting billed > Treatment / DX > Diagnosis Codes.
Situation a: There are no diagnosis codes on the case at all.
Situation b: There are diagnosis codes on the case, but the start date does not encompass the date of service that is being billed.
How to correct:
Situation a: Add the appropriate diagnosis codes, and make sure they encompass the dates of service.
Situation b: Edit the start date of the desired DX codes so that they encompass the dates of service.
Revalidate greensheet
Video: https://vimeo.com/705498310
Duplicate diagnostic codes on service date
Reason for greensheet: You cannot have two of the same DX codes on a claim.
Where/what to look for: Patient snapshot > Cases > Click on the case that is getting billed > Treatment / DX > Diagnosis Codes.
How to correct: Go to one of the DX codes that is duplicated > Click on End > Click on Delete > Save changes.
Revalidate greensheet
Video: https://vimeo.com/705499052
ICD-9 code found on service date (all codes must be ICD-10)
Reason for greensheet: Only ICD-10 codes are valid when billing insurance claims. ICD-10 is the updated version that all billing must use.
Where/what to look for: Patient snapshot > Cases > Click on the case that is getting billed > Treatment / DX > Diagnosis Codes.
How to correct: Go to the specific DX code that is no longer valid > Click End > set the end date for when that specific DX was deemed no longer valid > Add the replacement ICD-10 DX code > Set start date to encompass the desired dates of service > Save changes.
Revalidate greensheet
Video: https://vimeo.com/705499715
ICD code is not billable for this date
Reason for greensheet: Sometimes a DX code will be deemed no longer billable after a certain date. Any date of service that falls after that date will be rejected if it has a non-billable DX code on it.
Where/what to look for: Patient snapshot > Cases > Click on the case that is getting billed > Treatment / DX > Diagnosis Codes.
How to correct: Go to the specific DX code that is no longer billable > Click End > set the end date for when that specific DX was deemed no longer billable > If necessary, add a replacement code > Set start date to encompass the desired dates of service > Save changes.
Revalidate greensheet
Video: https://vimeo.com/705500331
Location has multiple active NPI Number for posting date
Reason for greensheet: An office can have a Type 2 (or group/location) NPI number, and there are start and end dates associated with that number. You cannot have two Type 2 NPI numbers effective at the same time.
Where/what to look for: Log into the location > Settings > Office > Office info > Scroll to the Billing and Insurance section > Look at the bottom box that says “NPI Number (Type 2).
How to correct: Edit the start and end dates of all Type 2 NPI numbers to reflect the date range that they were valid.
Revalidate greensheet
Video: https://vimeo.com/705501191
Billing user ( ) missing active NPI Number for posting date
Reason for greensheet: A provider has to have an NPI number in order for a claim to be valid. If the claim is missing an NPI number, the claim will get rejected.
Where/what to look for: Log into the location > Settings > Providers
How to correct: Log into the location > Settings > Providers > Create new provider > Under the user field, use the drop down menu to select the already setup user > Input any missing fields, including NPI number > Submit.
Revalidate greensheet
Video: https://vimeo.com/705503538
Missing soap note with matching date and case
Reason for greensheet: The scheduled appointment, charges on the ledger, and soap note all need to have the same date of service, and are all under the same case.
Where/what to look for:
Verify which date of service is the issue: Click on the green sheet icon > Click on the greensheet error message to expand > Look through the dates of services that are listed with the specific greensheet error message.
Verify the appointment date: Patient snapshot > Appointments snapshot
Verify the date and case of the charges on the ledger: Patient snapshot > Transaction history
Verify the date of the soap note: Patient snapshot > Visits - see if there is a missing soap note OR if the date of the soap note is wrong.
How to correct: Either edit the dates on the charges or the soap note to match the appointment date, or add the missing soap note.
Revalidate greensheet
Video: https://vimeo.com/705504759
Non-finalized soap note was found with matching date and case
Reason for greensheet: A soap note needs to be in a finalized status (meaning not saved as a draft), in order for the system to be able to bill.
Where/what to look for: Patient snapshot > Visits > Brown exclamation box on the soap note.
How to correct: Patient snapshot > Visits > Clock on the soap note that is not finalized > Edit note > Finish the soap note > Finalize.
Revalidate greensheet
Video: https://vimeo.com/705505537
A referring provider is required and is not included
Reason for greensheet: A third party payer has been set up in the system to require a referring provider, but a referring provider was not set up on the patient’s insurance coverage/policy page.
Where/what to look for:
To see the setting on the third party payer: System Dashboard or Location level > Insurance > Insurance Settings > Insurance / Third Party Payers > Search for the particular third party payer > Uses referring provider will be checked off.
To verify a patient's coverage/policy information set up: Patient snapshot > Cases > Click on desired case > Insurance / Coverage > Edit > Scroll to the bottom, Box 17 - referring provider.
How to correct: Patient snapshot > Cases > Click on desired case > Insurance / Coverage > Edit > Scroll to the bottom, Box 17 - referring provider > Use the dropdown menu to select the office’s billing provider.
Revalidate greensheet
Video: https://vimeo.com/705506192
Another charge on this invoice is invalid
Reason for greensheet: If charges are grouped together on the ledger, the system will bill them out together. So if there is an issue with a particular charge, it is just letting you know it is holding onto the other charges until the matter is resolved. That way the group of charges are billed together.
How to correct: Correct the other green sheet error message > Revalidate.
Revalidate greensheet
Video: https://vimeo.com/705506814
Invoice item does not have valid Primary Insurance / Coverage
Reason for greensheet: A date of service has to have a valid primary insurance policy/coverage that encompasses the date of service that is trying to bill out.
Where/what to look for: Patient snapshot > Cases > Click on the desired case > Insurance / Coverage (on the primary policy) > Make sure there is a valid policy coverage for the date of service that is being billed out.
How to correct:
Current year is missing policy/coverage information - Click on Add New Insurance / Coverage for the policy year that is being billed out.
Effective and Expiration dates are incorrectly set up - Click on edit > update the Coverage start and end date appropriately.
Revalidate greensheet
Video: https://vimeo.com/705507464
Invoice item does not have valid Secondary Insurance / Coverage invalid
Reason for greensheet: A date of service has to have a valid secondary insurance policy/coverage that encompasses the date of service that is trying to bill out.
Where/what to look for: Patient snapshot > Cases > Click on the desired case > Insurance / Coverage (on the secondary policy) > Make sure there is a valid policy coverage for the date of service that is being billed out.
How to correct:
Current year is missing policy/coverage information - Click on Add New Insurance / Coverage for the policy year that is being billed out.
Effective and Expiration dates are incorrectly set up - Click on edit > update the Coverage start and end date appropriately.
Revalidate greensheet
Video: https://vimeo.com/705508105