Error with real-time elegibilty feature

[Rickliftig]

Hi -
I'm getting this error:"- Index was out of range. Must be non-negative and less than the size of the collection.
Parameter name: index"

I haven't had any luck getting a real-time eligibility report yet (we just signed up with Emdeon today)

Ideas?

Thanks,

RL

[dgraffeo]

Could you supply the text that shows up under that error (if there is any)?

[Rickliftig]

No text shows at all.

[dgraffeo]

Is the message displayed in a normal message box or does it display in a large window-like thing that has a "Copy All" button and a "Print Button" as well as the OK? I'm also assuming you're pressing the "Request" button in the insurance edit window when this occurs, correct?

[Rickliftig]

Is the message displayed in a normal message box or does it display in a large window-like thing that has a "Copy All" button and a "Print Button" as well as the OK? I'm also assuming you're pressing the "Request" button in the insurance edit window when this occurs, correct?

Yes - the large box with "copy all, print and ok" And you are assuming correctly.

[dgraffeo]

Alright thank you for the information. It looks like the message we receive when querying for benefits isn't formatted the way we think it should be. Would you mind contacting us so we can collect a copy of your database? I'll be using it to troubleshoot the issue and getting the error to occur may depend on something specific to your database. I want to make sure we can find and fix the root cause so it never happens again!

[Rickliftig]

David - Richelle has uploaded my database.

Rick

[dgraffeo]

Do you have a particular patient you would like me to view, or will any work?

[dgraffeo]

So I took a look and there was a bug which has been fixed which came up in the case of a refused response message for benefit information. I looked at the response messages and they state that your security information is incorrect. I'd take a look at your username and password for your dental clearinghouse and make sure they are correct. I'm also not sure about the interplay between Emdeon and WebMD so make sure security is set up correctly there as well (if it needs to be). Some security information is incorrect somewhere and it's preventing them from sending you the information you want.

[Rickliftig]

Hi David - Interesting. I had forgotten that the webmd client was still active (even though we deal with Emdeon now). In fact, when I looked at the send/receive logs, they are all under a webmd moniker. That uses a different password/userid than the claims connect - it may be as simple as changing that (but not likely)

Please pass along any idea that you may have. I'll have to touch base with the emdeon/webmd tech staff this week.

best,

Rick

[dgraffeo]

Your statement confuses me to some extent. To use the Request button, Electronic Eligibility and Benefits needs to be set up. It states in our manual (http://opendental.com/manual/ebenefits.html) that there are four clearinghouses, ClaimConnect, Emdeon, and two others. You're saying that you deal with Emdeon now, does that mean they are your clearinghouse? Then you state that the WebMD uses a different user/password than ClaimConnect (So is ClaimConnect your clearinghouse?). I think all you have to do is figure out which clearinghouse you signed up for the real-time benefits through and switch your default dental clearinghouse to that one. I'm going to make a guess and say that Emdeon is the one you're signed up through, in which case you can follow the setup procedure in our manual for Emdeon/WebMD (they are the same) at http://opendental.com/manual/eclaimswebmd.html. If Emdeon/WebMD is the clearinghouse you're trying to use then I think all you have to do is make sure your credentials are set up correctly and you've followed the first few steps to set it up.

[Rickliftig]

David - I am very confused too - but I think I know what is going on. We are a legacy account with Emdeon - We were originally using WebMD and they were absorbed by Emdeon.When I look at the setup on the front desk computer that is used for insurance transactions, it still uses the Webmd software and client accounts. Hopefully Emdeon can figure out next steps.

Rick

[dgraffeo]

Alright it sounds like Emdeon/WebMD setup for the Real-Time Benefits located http://opendental.com/manual/eclaimswebmd.html is what you should make sure is followed. If all steps are followed hopefully it'll work!

[Rickliftig]

So I just got a call from Dawn at "Change Healthcare" noting that the errors are because I have not filled out the enrollment forms yet. She says this is why we are getting the errors. I just want to make sure this is legitimate and not like Demand Force/Intuit saying that they represent OD. And if so, it needs to be placed in the manual/Wiki.

Thanks.

RL

[dgraffeo]

Yep that is correct, it is placed in the manual as noted in Step 1 on http://opendental.com/manual/eclaimswebmd.html

[Rickliftig]

You mean I have to read the manual?.....

[Justin Shafer]