After you send a fix request

In this product your office runs every check by hand; nothing runs without you. When a card will not verify and the fix is not obvious, a fix request hands it to a person on our team.

How to send one

1. Press Fix now on the patient's card in the red Verifications with a problem strip.
2. On the right side of the pop-up, press Send a fix request.
3. Pick the day and time the patient is coming in, add a note if you like, and press Send fix request.

What happens after you send one

1. Your fix request is numbered (like IV-1042) so you can refer back to it, and we email you that number.
2. A person on our team reads the carrier's answer, fixes what they can on the card and runs the check again, calling the carrier if we have to. Most requests are closed within one business day. A check our team runs for you is not billed to you.
3. When we close it, you get a note under the bell at the top of your dashboard and one email. Its Open Verification button opens the patient in Verification. The patient's name is never in the email.
   • The card now verifies, or the carrier answered (for example, the plan is not active): the note and the email say so, and the answer is on the patient's page.
   • The card still does not verify: the email's subject reads "IV-1042: the card still needs a fix", and it says Your fix request is closed. Check the patient's name, date of birth and member ID against their insurance card, fix anything that is different, and run the check again. If it still does not verify, send a new fix request from the card.

Checking on a fix request

The card stays under Verifications with a problem on the Verification page, marked Fix requested with its IV number, until it passes. Sending again on the same check gives you the same number, not a second request. If a later check on that card passes first (for example, you fixed it yourself), the request closes by itself and you get a note and an email saying the card now verifies.

Fix requests are not listed under Help › Your tickets. That page shows the tickets you submit from Help.

When to send one

Send a fix request when a card will not verify and you can't see why: a member ID the carrier won't match, or coverage that doesn't match what the patient told you. A carrier that doesn't have your practice on file is not a fix request, because nothing on the card is wrong: see The carrier does not have your practice on file for how to enroll, and A verification failed, what do I do? for the most common cases.