Troubleshoot Patient Accounts and Charges

This article explains the different troubleshooting options for specific issues regarding patient accounts and charges.

The patient account or case is in the WebPT EMR but cannot be located in WebPT Billing. 

1. In WebPT, verify that all required patient information was completed.
2. The patient’s case will not appear in WebPT Billing until the Initial Evaluation is finalized. Check the Claims Feed Report and make sure the transmission was successful.
3. In WebPT Billing, check the Billing Exceptions
4. If the patient account or case still cannot be located, send an email to updates@webpt.com for further research.

You want to load new constants into WebPT Billing, such as providers, procedure codes, or supplies.

1. New procedures, supplies, and providers import with a ZZZ code.
2. You'll receive an email from WebPT support requesting the necessary information to complete setting up the new constants.
3. The Claims Management Department maps the EMR and Billing codes.

The wrong Date of Service was billed on a claim.

RevServe

1. If charges are in WebPT Billing with the wrong Date of Service, the therapist must complete an addendum.
2. The correct Date of Service will then import into WebPT Billing after the addendum is finalized.
3. Send an email to updates@webpt.com so the wrong Date of Service is deleted and a Corrected Claim is created.

RevEquip

1. If charges are in WebPT Billing with the wrong Date of Service, the therapist must complete an addendum.
2. The correct Date of Service will then imports into WebPT Billing after the addendum is finalized.
3. Then, you'll need to submit a Corrected Claim with the updated Date of Service.

You need to document a procedure code but not charge for it.

1. If a procedure code is being documented but not charged, enter ‘0’ for the units or time. You cannot enter a zero for Medicare insurance types, or any insurances with the 8-minute rule selected in their insurance settings. 
   
2. Locate the related line in the Billing Exceptions report and use the Remove button to dismiss the alert.