Providers are receiving errors on claim submissions due to the Coding Advisor program Change Healthcare is piloting. STI is not involved in this program but we are receiving calls because providers are concerned their claims are denying based on the diagnosis codes they use when submitting claims. If you receive an error due to the Coding Advisor, your office must resubmit the claims. You can either correct the claim as suggested or leave the claim as is. Make sure to regenerate the claim and submit again for processing.
Please call the Change Healthcare Helpdesk at 844-592-7009 option 3 – Coding Advisor Customer Support Line if you have any questions. Customer Service Alerts can be found on VISION under Customer Communications.
Change Healthcare Customer Service Alerts: CSA-ID: 1-2ABIBHP; CSA-ID: 1 2BW2HDK
Are you asking your patients for their new Medicare cards? Check out the CMS mlnconnects article for helpful tips – New Medicare Cards: You Can Use MBIs Right Away https://www.cms.gov/Outreach-and-Education/Outreach/FFSProvPartProg/Downloads/2018-05-03-eNews.pdf On June 1, the Railroad Retirement Board (RRB) will mail the new Medicare cards to all people who get RRB benefits, nationwide.
Change Healthcare’s Customer Portal (VISION) allows you to track the status of patient claims for the last 15 months.
The screen will display a list of all claims for the patient within your selected time frame. You will be able to see accepted or rejected claims at Change Healthcare or the insurance carrier. Rejections are based on front-end edits provided by the insurance carriers to Change Healthcare.
If ‘CLAIM STATUS’ column shows rejected, click the Change Healthcare Claim ID number to obtain the reason for the denial.
Remember claims may pass on to the insurance carrier and still deny on the EOB. Please review your EOBs.
If you do not have a Change Healthcare Customer Portal (VISION) account or have forgotten your login information, call Vision Support 877-603-1968 for assistance.