Aging Invoices are invoices that remain unpaid in Procentive and can be found in the Collections Module. This article will provide some troubleshooting suggestions for the common reasons why a service line appears in the Collections Module as unpaid.
Common Reasons:
For each reason, start in the Collections Module and double click on a payer.
Claim was rejected
- Locate a date of service to research and click the PR batch link in the Batch References column.
- If there is not a batch link listed, it's likely that the invoice is an Ad Hoc invoice and hasn't yet been billed to the payer.
- In the Batch Report, review the details from the clearinghouse and payer to determine if the date of service was accepted or rejected.
- Search for a keyword such as Accept or Reject using the Ctrl key (Command on Mac) + F to quickly find acceptance and rejection notices.
- Common rejections and resolutions can be found in the Knowledge Hub by searching for the rejection message or reviewing the rejection articles in the Biller category > Billing section > Rejections folder.
- Search for a keyword such as Accept or Reject using the Ctrl key (Command on Mac) + F to quickly find acceptance and rejection notices.
- If a rejection reason is listed on the Batch Report determine the cause and resend the service to the payer.
- If a claim was rejected and you are unsure what the rejection means you can find common rejection reasons and resolutions in the Claim Resolution section.
- If the rejection reason is unclear, please submit a ticket to the Procentive Support Desk for assistance.
Claim was billed in error
- If billed in error, write off the balance.
- A claim may have been billed in error for any of the following reasons:
- A duplicate service line was billed.
- An Ad Hoc bill line was entered in the Payments Module and is not needed.
- The claim was billed to the wrong payer.
- The service never occurred; client did not attend.
- A claim may have been billed in error for any of the following reasons:
Payment has not been allocated
- Locate a date of service to research, and click the pmt link.
- If a balance remains on the service line in the Payments Window, check to be sure that everything for the date of service was posted correctly. It could be that an adjustment was not posted or posted incorrectly.
- If there isn't an ERA link, you may need to call the payer to determine if they paid or denied the claim and why.
- If an ERA link is present in the Payments window, click on it to determine if the service was denied for a specific reason or if the payer paid and the payment was never posted.