Intellect™
TROUBLESHOOTING
Outsourced Statements
Clinics having trouble with outsourced statements should check these areas:
• Suppressed Statements - This is a term used by ENS. Statements which had only a 'Previous Balance,' and no activity within the time frame where detailed info is printed on the statement, were Suppressed for 30 days. This means that ENS did not send the statement out to the patient. Please be aware of this and discuss this possibility with your vendor. Suppressed statements do not show on Intellect since if you check Ledger --►Remarks it indicates a statement went out but it has not.
• Email from Vendor - Most Outsourced Vendors provide an email to clients to confirm the batch was received by the vendor. If the Intellect task fails, this is another way to know about it.
• Approving the Batch before the Vendor Prints and Mails - Verify the batch daily. If you are not sure how to do this, the vendor will teach you where and how to check.
• Check Cntrl/J or System Maint/OnSTAFF Server Jobs - Check these daily to verify that the program ran and files were delivered to the vendor.
• Use the Current Address in the XML File, Not an Address Saved at the Vendor - Clients have found that ENS keeps an address file and they use that address on statements, not what is in the current file. This means that when the client had corrected the patient's address in their system, the statement was still going to the old address.
• If Initial Training was not Clear, Ask for Second Training - It is more helpful to have training after your set up is ready. Clients have been trained without having their set up ready and so they could not see what the file looked like that they would be approving.
• Implicit and Explicit Files - When files are transmitted and received in an 'Explicit' format, which is not a secure file, it causes a problem. Files must be in an 'Implicit' format. The file format is not controlled by Intellect; rather, formatting happens after the file leaves Intellect. In the past when this has happened, the Ctrl/J error said Could not connect: port ###.###>.##. etc. PCS personnel worked with ENS, having them monitor the transmission, and they were then able to see if it was due to Explicit format.
When you first determine there is a problem connecting and delivering the file, schedule with the vendor to monitor the transmission.
PCS has also changed the statements to create files only in sleep mode and have clients pick up files daily and submit to ENS through the website.
• Connection Issues - Generally, if there are issues with the connection, the clearinghouse or the vendor will let you know via email, or you can check online if the file was uploaded.