Skip to main content

Not finding my clients specific insurance




  • Official comment
    Alex P.

    Hi Patricia,

    Since payers can go by different names and use different payer IDs depending on the clearinghouse they're working with, it can make selecting the correct payer ID a bit challenging. Electronic claims go through a clearinghouse, and sometimes the insurance payers will assign a special payer ID to different clearinghouses.

    In this case, the best way to be sure you're using the correct payer ID is to ask our clearinghouse to investigate this for you. If it turns out that we don't have a connection with this payer, we can ask them to try to create one.

    In order for them to do this, they'll need a copy of the front and the back of the member ID card for a client who uses this payer. Please don't post that information here directly, but instead, upload it to the client's Overview page and reach out to our support team via an email help request to send along the secure URL for that page.

    If you need help uploading the client's member ID card or sending the secure URL, please take a look at these guides:

    If you don't have access to the client's member ID card, please create an email help request and provide our team with one of the following instead:

    • Payer ID from another EHR, clearinghouse, or the payer ID the payer gave you to use
    • Physical address for paper claim submissions to this payer
    • Website of the payer
    • Print out of the client's Eligibility Verification form (please do not email this to our team directly)

    If you'd like to send the eligibility verification form, please upload a copy to the client's account and along the secure URL.

    Please let me know if you have any other questions.

    Comment actions Permalink
  • Tracy Livecchi

    I'd like the clearinghouse to investigate a client's insurance for me as it is not coming up on your website. How do I do this?


    Comment actions Permalink

Please sign in to leave a comment.