General Errors


Where	Description	Resolution
Preparing Claims.	***CLAIMS SELECTED TO PREPARE : CLAIM# ***END OF CLAIM (): Claim not processed - provider has not been confirmed as added to location certificate. Preparation / Authorisation of claims(s) completed. Check messages above to determine whether to proceed to transmit stage.	Check practitioner's details to ensure they have ticked the check box 'added to location certificate'.
Pairing up Tyro machine with Pracsoft.	Easyclaim Terminal Connection was unsuccessful, please try again or contact support for help.	Try again with different timing between hitting connect and entering password on tyro machine. Could add an alias (NOT TO BE DONE ON SERVER), but this should only be done as last resort. The alias will be for the ESP instance, if you add one for ESP, you need to add one for HCNSQL07 as well.
Patient files.	Transmitted a claim from a private account to Medicare, but received an error during the process (unspecified error - can vary). When examining the patient's record, the account / visit is not recorded.	Re-record the visit. Instead of selecting payment type as EFTPOS auto, select EFTPOS Manual.
Resolve exceptions.	Voucher returned with a reason code of 621 - previously been paid, but no visit recorded in patient file.	Resubmit the voucher, but retain the claim for later lodgement. Batch the voucher into a claim, manually receipt off.
Benefit not Payable.	Private patient being receipted and patient has a payer. This error may occur when doing the refund.	This error can occur under the following circumstances: Patient A and Patient B are on the same Medicare card. Patient A is the payer for Patient B. Medicare issues the patients with new Medicare cards. Patient B comes in for a visit, and whilst there an OPV check is undertaken. The Medicare system detects that Patient B's Medicare data in Pracsoft needs to be updated (to reflect the new Medicare card), and the update is done automatically. Now in Pracsoft, Patient B has a new Medicare number, but Patient A (the payer) still has their old number. Therefore this error occurs when trying to obtain a refund for Patient B's private account. Resolve this by conducting a manual OPV check on Patient A – the system should update their record accordingly.
Private billing.	Refund window doesn't show.	Check the practitioner's details, and ensure that 'patient claims' is ticked. Check that Online Claiming is setup correctly - no errors should appear when opening Pracsoft.
Record visit button says voucher not claim.	When recording visit and have Easyclaim enabled, the button should read 'Claim'.	Check that the location in Pracsoft's Workstation Settings is correct. Do you actually have a location certificate?
Requesting reports.	Processing report not yet processed by Medicare.	Check payee provider has not been changed since the claims sent to Medicare. Check how long since claim been sent, report may not be available as yet: Easyclaim - need to wait until after 5pm day after sent. Online claiming - can take a few days for reports to be available, even though payment in bank. DVA - have been known to take weeks to have reports available, depending on backlog.
Transmitting claims.	No Prepared bulkclaims.	Return to step 2 of the Online Claiming process - the claim will have failed preparation. Read the processing information line for line to obtain a reason for the failure.
Send Store and Forward.	Sending store and forward claims. Claim window just disappears with no confirmation of transmission or failing to send.	Try sending again, but don't select the first patient. If same thing happens, get a list of patients and Medicare card numbers, contact Medicare and they can tell you which patient is the problem. Will likely be a specific patient, and that patient may have already been transmitted - just delete the problem patient from list of Store and Forward.
OPV check.	OPV check message.	Current Medicare card has expired. Patient to contact Medicare, as claims using this Medicare card may be rejected.
Preparing claims.	Service must have been referred, requested or self deemed or an override set.	Check referral. Check if LSPN is setup correctly.
Resolving exceptions.	AddVoucher function has failed with insertservice no.1 within visit no. 1.	Accept adjustment and re-bill the patient. Recorded Bulk Bill / DVA voucher with item number of 11 or more characters. Adjust item number to fix.
Saving Dr details.	This provider has been enrolled for Medicare Australia Online Claiming, however they have not been confirmed as being added to the Location Certificate for the surgery or received their iKey for individual signing. You will not be able to prepare Online claims for this provider until they are added to the Location Certificate. Do you want to continue saving the Practitioner details?	Check the practitioner's details, ensuring that 'added to location certificate' is ticked.