Troubleshooting

  • All batched claims will appear in Receipt Bulk Payments.

    When receipting-off claims that have been sent to Medicare, you will be notified of the date the claims were sent. If there is no notification message, this indicates the claims have not been sent to Medicare.

    Claim numbers can be found in the patient's record on the Visits tab. No claim number indicates the voucher is not batched.

    The status of claims can be found on Step 1 of the online claiming window.

    The Bulk Claim Summary Report shows every claim ever batched, and the status of each.

    Problem: EFT Payment for (Claim Number) total amount expected ($figure) is not equal to deposit ($figure).
    Cause: Usually due to the claim having been altered in some way after it was sent electronically to Medicare Australia. It is possible that the amounts have been changed.
    Resolution:
    1. Contact Medicare Australia for a manual payment report.
    2. Confirm patients and items billed are the same as in claim in Pracsoft.
    3. Check exception report to ensure exceptions have been resolved correctly.
    4. Is the amount in the claim the same as the payment report?
    5. Manually receipt off the claim.
    Problem: 9201: Could not set the vaccine batch number. Invalid format for data item.
    Cause: Caused by an invalid 'Vaccine Batch Number'. Any Vaccine batch number which is blank or contains spaces, hyphens or any other special characters (e.g.: ! @ # $ % ^ and * / \) is invalid and cannot be received by ACIR.
    Resolution:
    1. Select Processing > Online Claiming.
    2. Select View > Immunisation Claims.
    3. Right-click on the affected claim and choose Modify Claim.
      • Find any invalid batch numbers.
      • Make note of the patients and affected immunisation.
      • Highlight the affected immunisation and click the Delete button at the bottom of the screen. This will not remove the immunisation from this window, but changes the status to 'deleted'.
      • Prepare and send the claim.
        Note:
        In order to send the immunisations affected to ACIR you can delete and re-enter them in the patient file in MD, or you can simply phone ACIR and relay the details.
    Problem: Claims not showing in the Online Claiming Window.
    Cause: This is usually caused by the practitioner not being enabled to use online claiming, or they are inactive.
    Resolution:
    1. Select Admin > Practitioners.
    2. Highlight the Practitioner for which claims are not showing, and click the Edit button.
    3. Ensure the Practitioner is ticked to use online claiming and active. If inactive, activate them.
    4. Undo batch - edit voucher and re-batch.
    Problem: Importing immunisations error message Practitioner is not setup in Pracsoft.
    Cause: Practitioner is not setup in Pracsoft or provider no in Clinical is different.
    Resolution: Check provider number, if it does not have a 0 in front of it in the error screen.
    1. Select MD User > Set Up Users.
    2. Select Dr > Edit.
    3. Prefix the Provider Number with a zero (0).
    Problem: Token required for claim authorisation when preparing/transmitting claims.
    Cause: Practitioner may be using a token/individual signing key. If not, please see resolution.
    Resolution:
    • If the practitioner is using a token, insert the token and enter their passphrase.

      If the practitioner does not have token, select Admin > Drs, and remove the tick from individual signing.
    Problem: OPV check functionality not available.
    Cause: No internet access or have just set up online claiming, or no access to the hic.psi store.
    Resolution:
    1. Open your Internet browser, close and re-open Pracsoft.
    2. Check for errors.
    3. Re-browse to the PKI store.
    Problem: Claims are not showing in the transmit window.
    Cause: The claims have errors and have failed preparation.
    Resolution:
    1. Select Processing > Online Claiming and proceed through the preparation of claims as per the instructions above.
    2. Read all that is in the preparation window, making a note of any error numbers and the text before and after, and calling MedicalDirector Customer Service.