Troubleshooting Patient Accounts and Charges

This article explains the different troubleshooting options for specific issues regarding patient accounts and charges. ding patient accounts and charges.

The patient account or case is in WebPT but cannot be located in RevFlow. 

  1. In WebPT, verify that all required patient information was completed.
  2. The patient’s case will not appear in RevFlow until the Initial Evaluation is finalized. Check the Claims Feed Report and make sure the transmission was successful.
  3. In RevFlow, check the WebPT Integration Rejection Summary.
  4. If the patient account or case still cannot be located, send an email to updates@webpt.com for further research.

You want to load new constants into RevFlow, such as providers, procedure codes, or supplies.

  1. New procedures, supplies, and providers import with a ZZZ code.
  2. You'll receive an email from RevFlow support requesting the necessary information to complete setting up the new constants.
  3. The Claims Management Department maps the WebPT and RevFlow codes.

The wrong Date of Service was billed on a claim.

RevServe
  1. If charges are in RevFlow with the wrong Date of Service, the therapist must complete an addendum.
  2. The correct Date of Service then imports into RevFlow.
  3. Send an email to updates@webpt.com. The wrong Date of Service is deleted and a Corrected Claim is created.
RevEquip
  1. If charges are in RevFlow with the wrong Date of Service, the therapist must complete an addendum.
  2. The correct Date of Service imports into RevFlow after the addendum is finalized.
  3. Then, you'll need to submit a Corrected Claim with the updated Date of Service.

You need to document a procedure code but not charge for it.

  1. If a procedure code is being documented but not charged, enter ‘0’ for the units or time. You cannot enter a zero for Medicare insurance types, or any insurances with the 8-minute rule selected in their insurance settings. 
  2. Locate the related line in the WebPT Integration Rejection Summary report and use the Remove button to dismiss the alert.
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