Troubleshooting Telus Health eClaims
Telus Health eClaims allows you to save time by billing directly to supported third party insurance companies when checking out a treatment. Before you can use eClaims, you must first configure the Telus Health eClaims module. You can find a tutorial on how to do that here.
When billing to eClaims, there are several common issues you may encounter when attempting to submit an invoice:
- Service has not been defined
Each service you bill to eClaims must have a corresponding entry on the ‘Providers’ tab of your clinic settings. You can find steps on how to do this in the eClaims setup tutorial here.
- Practitioner is not setup
You must enter the correct Telus Health eClaims information for each practitioner on the registration tab of their user account. You can find steps on how to do this in the eClaims setup tutorial here.
- Service is not defined with the selected practitioner.
Telus Health eClaims allows one role to be defined for each user account, such as massage therapist, chiropractor, etc. If the service you are billing is connected to a role other than the one defined for the selected practitioner, you cannot bill the treatment to eClaims.
- eClaim has not been created for the patient.
Before billing a treatment to eClaims, you must create a claim by going to Patient > Profile and adding a new claim on the “Insurance” tab. You can find a tutorial on how to do that here.
- eClaim is secondary coverage.
Secondary claims are only visible from a patient’s profile. They cannot be selected as a payment type. Secondary coverage information is transmitted automatically to the insurance company for the purpose of adjudication when billing to a primary claim.
- Appointment is too old.
The claim must be billed within 31 days of the treatment day. Treatments older than a month cannot be billed via eClaims.
- Appointment is for a date in the future.
You cannot submit to eClaims for treatments until after the treatment has taken place. If you wish to begin the receipt in advance, you must wait to add the e-Claim to the receipt until after treatment has taken place.
- I’ve billed a treatment incorrectly! What do I do?
If you have billed a claim in error, you should void the claim right away, as claims can only be voided within the same day. You can find a tutorial on how to do that here.
- I can’t void a treatment! What’s wrong?
Check the patient’s insurance provider. Certain insurance providers do not support the void function. You can find more information Telus Health e-Claims FAQ page, here. It is also important to check the invoice date, as you cannot void a claim outside the date it was billed.
- My patient's e-Claim is not showing up in the payment type area! What do I do?
Make sure you have created a claim for them. (You can find a tutorial for that here.) If you have already created a claim, go back to the Patient > Profile area, click on the "insurance" tab and open the claim. If all the information appears filled in and correct, click save. This will perform a check. If a pop-up appears indicating you are missing information, go and fill in the needed info on the Patient Info tab of Patient > Profile before trying again. Telus requires first name, last name, and DOB for patient to all be filled out correctly. You can also check Website Control > Clinic Settings to be sure your clinic information is correct. You need to have the correct and complete clinic address, city, and postal code filled out as well.
- Something else is wrong.
If you have an issue not covered in this tutorial, we recommend consulting the eClaims FAQ on their website, which covers most common issues, including many of the ones listed here. If you do not find your answer there, you can contact our support at 1(888)373-6996