Overview
Negative balances can occur due to adjustments or overpayments. This guide helps you identify the cause and resolve the issue.Workflow Instructions
Step 1 - Navigate to Claim History
From Claims Manager:
Step 2 - Investigate
Determine WHY there is a negative balance. Look at the charge ID at the top of the charge line. Scroll down to the financial transactions for that charge ID and assess the list for an adjustment or overpayment causing the negative balance.Was it due to an adjustment?
Example: Was there a zero payment on this claim with a denial adjustment? Was it later resubmitted and paid, but the old denial adjustment is still there? Go to Step 3a.Was it due to an overpayment?
Go to Step 3b.Step 3a - Resolve Adjustment Issue
- Click on the zero payment (the green payment button in the left column). This will launch the payment in a new window.
- Find the claim (use Ctrl+F on a large payment and search for the patient or Superbill number).
- Expand the details and delete the denial adjustment.
- Save the payment.
Step 3b - Resolve Overpayment Issue
Look at each transaction on the list to determine where the overpayment was made. You can:- Make a note on the claim if issuing a refund
- Adjust the balance
- Settle the claim in the Claims Manager
Step 4 - Contact Support
If you cannot determine the source of the Negative Balance, reach out to Support.Do NOT include PHI. Instead, include information like the Patient ID, Superbill ID, Payment Number, etc.