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Icon Icon Meaning Where will icon appear? Icon Definition
  No Claim On File

Issues Tab

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Claim could not be found when searching the insurance portal for the claim.
  Invalid Data

Issues Tab

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Claim contains incorrect information such as Policy ID #, Subscriber information, Patient information, or information was spelled incorrectly meaning the system was not able to match the claim when searching the insurance portal.
  Info Requested

Issues Tab

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The insurance company is requesting additional information from the office to process the claim OR the claim has been put in a "Pended" status by Cigna.
  Paid ZERO

EOB Tab

Claims Detail Page

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The claim was completely denied by the insurance company. This is a FULL denial meaning all dental codes submitted on the claim were denied.
  Paid UNDER Expected

EOB Tab

Claims Detail Page

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The claim was paid less than the expected amount. This can be due to a partial denial (1 or more dental codes were denied on the claim, but not all dental codes were denied), fee schedule discrepancy, or claim contains downgrades/alternate benefits were applied.
  Paid as Expected

EOB Tab 

Claims Detail Page

Open Tab

The claim was paid in FULL (Paid 100% of the expected amount) for all dental codes on the claim.
  Paid OVER Expected

EOB Tab

Claims Detail Page

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The claim was paid more than the expected amount. This can be due to a fee schedule discrepancy, a claim that was combined with another by the insurance carrier, or alternate benefits being applied.
  Login Issue

Open Tab

In Process Tabs

Payor Portal Issues Tab

When the system attempted to login to the insurance portal the portal returned an error for invalid username or password. This can also occur if 2 factor authentication failed during login.
  Code Submitted from PMS

Claims Detail Page

Open Tab

This code was submitted from the PMS and paid zero due to a downgrade/alternate benefit being applied (insurance company paid a different dental code than what was submitted).
  Alternate Benefit Applied

Claims Detail Page

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The insurance company paid on this dental code instead of the original code that was submitted from the PMS (this is a downgrade/alternate benefit).
  Claim In Process

In Process Tab

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The claim is newly transmitted and too early to check the insurance carrier OR the claim is lists as in process with the insurance carrier.
  Claim not Supported

Others Tab

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The claim is on file in the PMS, however the InsideDesk system does NOT yet support the insurance portal to check for updates.
  Paid Unknown

Claims Detail Page

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The insurance portal/EOB does not itemize the payment by dental code, meaning the system cannot determine the amount paid for each specific dental code.
  Facility Issue

Issues Tab

Payor Portal Issues Tab

Open Tab

When accessing the portal with the credentials provided the login is not configured properly. The system was not able to select the correct office/tax id number for the claim or the login does not have proper permissions to access the information necessary to display in InsideDesk.
  Retrying

In Process Tab

Open Tab

When the system checked the insurance portal for the claim there was an error in the portal, the portal was down, or the system could not find a claim. This claim will be rechecked during the next evening batch cycle.
  Portal Action Required

Issues Tab

Payor Portal Issues Tab

Open Tab

When the system accessed the insurance portal, the portal produced an error that requires action on the account owner's part like adding/verifying a tax ID, renewing provider credentialing, or updating/verifying an NPI number.
  Paid Subscriber

EOB Tab

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The claim was paid by the insurance carrier, but made the payment directly to the subscriber instead of the office, this normally occurs due to the patient been seen by an Out-of-Network Provider.
Login Issue Due to 2-Factor Authentication

Payor Portal Issues Tab 

Open Tab

When the System Attempted to Login to the Payor Portal, the system could not authenticate due to 2 Factor authentication not being set up OR 2 Factor Authentication Expired.
Claim Batched Not Sent

Claim Batch Not Sent Tab

Open Tab

This claim does not have a submission date meaning it was never transmitted to the Insurance Carrier. These claims may be waiting to be sent, or are secondary claims that were created and not yet sent to the insurance carrier due to waiting primary Insurance EOB. 
Validation Error

Issues Tab

Open Tab

The Clearinghouse has indicated there is a validation error with the claim, in order to take specific action please check the "Clearinghouse Notes" on the claim details page.
Claim BackLight Colors   Definition/Meaning
Purple   Claim has received an update since the last time it was worked
Green   Claim has been paid in FULL (paid 100% of the expected amount) for all dental codes on the claim
Blue   Claim has been snoozed
White   Claim is unread
Gray   Claim is read
Red   Claim is expired/greater than 365 days aged
Yellow   Claim is expiring soon/305-365 days aged
Claim Details Page Claim Colors   Definition/Meaning
Commercial Claim   HMO and PPO Claims
Medicaid   State or Medical Assistance Claims
Commercial Orthodontic Claim   HMO and PPO Orthodontic Claims
Medicaid Orthodontic Claim   State/Medical Assistance Orthodontic Claims
Claim Deleted   Claim was deleted from the PMS
Claim Closed   Claim was posted and closed in the PMS
Claim Aged Color Indicators   Definition/Meaning
<30   Claim is Aged Less than 30 days from the Date of Service
30-89   Claim has aged 30 to 89 days from the Date of Service
90-305   Claim has aged 90 to 305 Days from the Date of Service
305-365   Claim has aged 305-365 Days from the Date of Service
>365   Claim has aged Over 365 from the Date of Service