Online Claiming: EasyClaim and Tyro

This stepthrough article is for practices that process direct bill and private practice claims by EasyClaim through a Tyro terminal, and describes how to:

  1. Activate EasyClaim for direct bill and private practice accounts.
  2. Process an invoice through EasyClaim.
  3. Review sent EasyClaims and resend unsent claims.
  4. Correct and resubmit an EasyClaim.
  5. Troubleshoot some common errors that may occur during online patient claiming.

The steps in this article assume that you have set up all of your minor IDs, installed your Medicare certificates, and tested that online patient claiming and Tyro work for your Bp Premier installation. If you have not set this up already, see the following articles for more information:

 

Enable in Setup > Configuration

Enable Medicare Easyclaim through the Bp Premier configuration screen.

  1. Log in to the Bp Premier server as a user with administrator permissions.
  2. Select Setup > Configuration from the main screen. Select the Online claiming tab.
  3. Enable easyclaim for direct bill and private practice

  4. From the list of check boxes at the top of the screen, select:
  5. Activate Tyro Integrated EFTPOS

    Always tick this option to use your Tyro terminal to process EasyClaims.

    Activate Easyclaim Private Patient Claiming

    Tick this option if your practice will be sending private practice claims by EasyClaim.

    Always send private patient claims by best available method

    Tick this option to default the Payments screen to:

    • Send via Patient Claiming if Easyclaim is not configured.
    • Send via Easyclaim if Activate Easyclaim Private Patient Claiming is also selected here.

    Activate EasyClaim Bulk Bill claiming

    Tick this option if your practice will be sending Direct Bill (bulk bill) claims by EasyClaim.

Easyclaim for direct bill

Bulk Bill Easyclaims make it possible to bulk bill a patient and send their claim to Medicare via Tyro with having to batch the invoice. You also do not have to print the DB4 forms when using Tyro Bulk Bill Easyclaims. A patient assigns the right to the practice to claim on their behalf by answering a question on the Tyro terminal.

If the Easyclaim button does not appear, the account may have services or service details that cannot be processed through Easyclaim, or Tyro may not be configured correctly. See Which items cannot be sent via Easyclaim? for more information.

DVA Direct Bill accounts cannot be processed via Easyclaim.

Process a Direct Bill Easyclaim

Tyro bulk bill Easyclaims can be processed and claimed directly from the Account Details screen. You do not need to pay the account from the Payment Details screen first, or batch for sending.

  1. After the doctor has finalised the visit, open the account from the appointment book.
  2. Select ‘Medicare Direct Bill’ from the Bill to: drop-down.
  3. The Pay Now button will become the Easyclaim button.

    Medicare Direct Bill EasyClaim

  4. Click Easyclaim. The Tyro Medicare EasyClaim screen will appear while the claim is being processed, and will report the outcome of the claim:

Outcome

Form printed

Claim status

The claim is immediately assessed by Medicare and, if approved, a success message will appear.

Tyro will print a Medicare claim receipt (the equivalent of the Bulk Bill Assignment of Benefit form) for the patient

Approved

The transaction is cancelled on the Bp Premier screen or the Tyro terminal.

Tyro will print a docket to indicate ' Claim Cancelled'.

Cancelled

The claim is rejected and the rejection will be displayed on the Tyro terminal.

None.

Rejected

What do I do next?

Regardless of Approved, Cancelled, or Rejected, Bp Premier will return to the Account Details screen. If the claim was approved, you can exit from this screen.

Just like Online Batches, the practice is paid for the service via Medicare overnight. Bp Premier is not updated until you run the Check for Payments process. For Tyro Bulk Bill Easyclaim, run the Check for Payments from the Tyro Transactions screen. You can also use this screen to review any rejections.

Depending on the reason for rejection, you may be able to send the claim again via Easyclaim, Batched Direct Bill, or Patient claiming. Try a different payment method, or wait a short while and click Easyclaim again to reprocess the payment.

The Tyro Transactions screen can be used to review any rejections and resubmit via an Online Batch or have the patient pay privately.

NOTE  Medicare Easyclaim has a 5 minute delay before you can resend the claim to Medicare. You can wait 5 minutes or send the claim via Batched Direct Bill or Private Patient Claiming.

Easyclaim for patient claiming

Easyclaims patient claiming is used when a patient fully or partly pays a private invoice and the claim is submitted to Medicare via the Tyro terminal. When a patient pays through the Integrated Tyro solution, payment and claim are submitted one after the other in real time. Tyro payments are processed from the Payment Details screen like any other payment.

The following steps assume that the patient is paying the full amount. If the patient is only paying part of the full amount, see the next panels.

  1. Click in the payment method the patient is using: Cash, EFT, Credit Card, Direct Credit, or Cheque total. If you select EFT or Credit Card, the Use Tyro checkbox will appear and will be ticked automatically.
  2. You only need to change the MID from the default if you are depositing the payment into another provider's account. For almost all transactions you do not need to change this field.
  3. Tick Pay full amount at the top of the screen. Bp Premier will enter the amount owing into the selected payment method and the Payment total fields, and select all items in the invoice.

TIP   If the Send via Easyclaim check box is invisible or greyed out, the invoice being processed contains items that cannot be claimed via Easyclaim. See What can you claim with Tyro? for more information. These items may be able to be transmitted by Online Private Patient Claiming.

  1. Select the rebate claim method the patient wants to use at the bottom of the Payment details screen.
  2. Click Process. The Tyro Terminal will activate, and Bp Premier will display prompts to guide you through the rest of the payment process:
    • Swipe / Insert Card
    • Enter PIN or Approved signature?
    • Select Account type to use

  3. If the payment is ‘Approved’, Tyro will print a docket. The docket is the ‘Merchant’ copy for the practice to keep for reconciliation purposes. A prompt will appear on the screen if you wish to print a copy for the patient.

  4. If the payment is ‘Declined’, the Tyro docket will contain an error message. Bp Premier will return to the Create Account screen so that the payment can be processed again.

  5. If the claim was not successful, the patient must try another claim method or different card.

The final step is to transmit the claim to Medicare.

  1. If the Send via Easyclaim option was ticked, the Tyro terminal will automatically start transmitting the claim to Medicare.
  2. Approved

    The claim is immediately assessed by Medicare and, if approved, the message Claim approved. Swipe / Insert EFTPOS cardwill appear. Ask the patient to insert or swipe their EFTPOS card they want to rebate paid into, and enter their PIN if required by the card type. The rebate will be deposited immedidately to that account.

    Tyro will print a Medicare claim receipt for the patient indicating the benefit rebated to their bank account. Bp Premier will return to the Payment details screen so you can print additional receipts if you need to.

    Cancelled

    If the transaction is cancelled on the Bp Premier screen or the Tyro terminal, Tyro will print a docket to indicate ' Claim Cancelled' . Bp Premier will return to the Payment details screen so the payment can be processed again.

    Rejected

    Depending upon the reason for rejection, you may be able to send the claim again via Easyclaim or Patient claiming. Bp Premier will return to the Payment details screen so the payment can be processed again. Tick a different checkbox to try a different method and click Process to reprocess the payment.

    NOTE  Integrated Medicare Easyclaim has a 5 minute delay before you can resend the claim to Medicare. You have the option to wait 5 minutes or send the claim via Private Patient Claiming.

  3. If the patient paid by Cash, Cheque, or Direct Credit, a receipt will not have been generated during the payment process. After the claim has been processed, click Print Receipt to print a receipt for the patient.

Payment and claim through Tyro is now complete.

Patient is not paying the full amount

The steps are slightly different if the patient is not paying the full amount.

Patient is paying the gap

If the patient is only paying the gap between the practice fee and the rebate:

  1. Click in the payment method the patient is using: Cash, EFT, Credit Card, Direct Credit, or Cheque total. If you select EFT or Credit Card, the Use Tyro checkbox will appear and will be ticked automatically.
  2. You only need to change the MID from the default if you are depositing the payment into another provider's account. For almost all transactions you do not need to change this field.
  3. Tick Pay gap at the top of the screen. Bp Premier will enter the amount owing into the selected payment method and the Payment total fields, and auto-allocate payment to the services in the invoice.

Patient is making a zero gap payment

If you are processing an Easyclaim transaction where the patient is not paying any money:

  1. Leave all the payment fields empty.
  2. Leave Use Tyro unticked.
  3. Tick the invoice lines to be processed in this transaction.
  4. Tick Send via Easyclaim and click Process to process the account.

Easyclaim after a Tyro payment

If you cancelled out of the Payment details screen after processing the payment, but before sending the claim via Easyclaim or Patient Claiming, you can still send the claim to Medicare if the patient is still present at the practice.

IMPORTANT   You can only perform this procedure on the original payment date.

  1. Open Management > Patient Billing History from the main Bp Premier screen. The Billing History screen will appear.
  2. Click the folder icon from the toolbar or select FileOpen Billing History. The Select Patient screen will appear.
  3. Enter the patient's name, highlight the patient in the list of results, and click Select.
  4. Tick Show payments/deposits at the top of the screen.
  5. Highlight the payment in the list you want to claim for. Right-click and select Send online patient claim. The Payment details screen will appear.
  6. Select Send via Patient Claiming or Send via Easyclaim check box and process the claim.

Review Easyclaims

Direct Bill Private Patient Easyclaims are managed through the Tyro Transactions screen. Select ManagementTyro Transactions from the main Bp Premier screen.

Tyro Transactions Bulk Bill

The top half of the screen shows each service that has been transmitted via EasyClaim to Medicare, including any amounts paid by Medicare, the transaction result, and status of the submission and any errors that may have occurred.

The bottom half of the screen shows the transactions associated with the selected service with information including Transaction Date, Transaction ID, Transaction Status, ClaimID that Medicare processed the transaction in, and the user who sent the service to Medicare. If an error has occurred, the row will also show the error message. If an adjustment has been made to the service, the Adjustment column will show the action taken.

The Transaction Result column in the top half indicates whether the service was successfully sent to Medicare or not (success or error).

The Transaction Status column can show the following values:

Status

Description

Unpaid

The service has not yet been paid by Medicare.

Failed

Failed to be sent to Medicare.

Paid

Paid in full by Medicare.

Received

Medicare have processed the service but there is an error to be actioned.

Resent via Medicare Batch

Service was not paid by Medicare and a user has adjusted the service so it can be corrected and sent via Online Claiming Batch.

Finalised

Service was not paid by Medicare and a user has adjusted the service so it can be corrected to either Change Billing, Accept fee paid, or Write off.

TIP  When a service contains an error from the Bulk Bill Integrated Report, details about the error are shown in the Transaction Notes column in the transaction list.

From this screen, you can:

  • Check for payments, which will update the status of services to indicate if they have been paid
  • View the Patient Billing history and the Payment and Processing reports
  • Adjust billing for a service (for claims with a status of ‘received’)
  • Copy the EasyClaim Transaction ID (required for contacting Medicare to cancel processed claims).

Check for payments

When you first open the Tyro Transactions screen, by default the screen will show transactions of type Bulk Bill Easyclaims and will list all services that have been successfully transmitted to Medicare for the for the past month.

  1. From the Tyro Transactions screen, select a Transaction Type of ‘Bulk Bill Easyclaims’.
  2. Click Check Payments in the top right. Bp Premier will contact Medicare and attempt to download the Bulk Bill Payment and Processing reports for claims sent since the last payment check, and report on the success or failure of the payments check. Any services that have been paid will be updated and services which were rejected will be marked with their exception message,
  3. The Payment and Processing Reports can be printed from this screen or from the View menu.
  4. Bulk Bill EasyClaims check for payments

What are the payment and processing reports?

EasyClaim Payment report

The EasyClaim Payment report is similar to the Online Claiming Payment report.

A Payment report will exist for each deposit into the practice’s bank account. The top section of the screen will show each Payment run (deposit) that has been processed and paid within the date range specified, together with the payment amount and bank account details.

The bottom section shows the transactions that were paid as part of that payment run. Transactions are grouped by provider to make it easier to identify when payments for multiple providers are paid into the one bank account by Medicare. This report can be printed if you require a hard copy.

EasyClaim Processing report

Processing reports show the exception list of all services where the amount paid was not the same as the amount claimed.

The top section shows a report for each provider that had services processed for them on a given date. The bottom section shows the related Claim ID, total benefit paid and total claimed amount, transaction ID, invoice ID, and patient details. Below this information, each item number claim and any errors relating to that item is listed.

Correct or refund Tyro payments and rebates

Once the check for payments has been run, you will need to action any services with the Txn Status 'received' as these have not been paid. Services with this status will have an error which needs to be addressed.

With Easyclaim services, you can:

  • Adjust a direct bill service
  • Cancel and refund a whole payment
  • Cancel an EasyClaim rebate

Adjust a direct bill service

Once the check for payments has been run, you will need to action any services with the Txn Status 'received'. Services with this status have been processed by Medicare, but there is an error to be addressed.

To identify the items that need action, filter the Tyro Transactions screen to show:

  • Transaction Type of ‘Bulk Bill Easyclaims’
  • Transaction Result of ‘Success’
  • Transaction Status of ‘Received’.

Some common reasons an Easyclaim direct bill may need adjusting include:

Reason

Explanation or example

Maximum number of services for this item already paid

This may occur when claiming for a care plan items or similar, where you can only claim one per patient per year

No benefit payment for services performed by this provider

Can occur if the provider is not entitled to claim the service

Bulk bill additional item claims incorrectly

This can occur due to another related item being rejected

Rejected in association with another item in this claim

This can occur due to another related item being rejected

Service cancelled at providers request

Occurs when the practice has called Medicare to ask that the claim be rejected due to a mistake.

  1. Double-click the service you want to adjust, or right-click and select Adjust Service. The Adjust billing window will appear.
  2. Tyro Transactions Adjust Billing

  3. Select the radio button that corresponds to the adjustment you want to make:
  4. Field

    Description

    Accept fee of

    This will only be active if the service has been part paid. Select this option if you wish to mark the item as reconciled and accept this payment.

    Resend via Medicare batch

    Select if Medicare has had an issue on their end and they have requested that you resend the item. The item will be resent in an online claiming batch. You cannot resend a direct billed service through Tyro.

    Change billing

    Select if this service will not be paid by Medicare Direct Bill and you wish to change the billing type to another method. The service will be removed from the list, but will be present when the Transaction Status changes to ‘Received’.

    When you view the account in the Patient Billing History, the Billed to field will reflect the change. Adjust the invoice from this screen and send to the new payer.

    Write off service

    Select where Medicare will not pay the service and you have no opportunity to recover the cost via another method. Writing off removes the service from the invoice, or, if only one service exists, writes off the entire invoice.

    When you view the account in the Patient Billing History, the Status field will show Written off or Part Written off.

  5. Click OK to apply the billing adjustment to the service and return to the Tyro Transactions screen.

Right-click a service and select Patient Billing History to open the Patient Billing History screen, if you need to view or adjust invoices.

Cancel and refund a payment

Because of the speed with which Tyro processes payments and Medicare rebates, cancelling or refunding payments processed through Tyro are not straightforward. These instructions describe how to cancel a rebate and refund a payment made through Tyro.

Reverse the payment in Tyro

Refer to your Tyro terminal documentation for more information. Your terminal must be enabled to process refunds. As a security measure, you will need the Refund password set by your practice when first activating the Tyro terminal.

Reverse the payment in Bp Premier

IMPORTANT  Tyro Medicare Easyclaim rebates to the patient are immediate. Adjustments to the Account or Payment cannot be made after the claim is approved. If you reverse a payment, you must take into account how any related claim has been transmitted, and you must contact Medicare to arrange cancellation.

  1. Select Management > Patient Billing History from the Bp Premier main screen.
  2. Search for and select the patient from the Billing History screen.
  3. Tick the Show Payments/Deposits checkbox at the top of the screen.
  4. Highlight the payment and click the Reverse button. Click Yes when Bp Premier prompts 'Are you sure you want to reverse this payment?'.
  5. Enter a Reason for reversal, or select a reason from the drop-down menu.
  6. Reversing a Tyro payment

  7. You would normally leave the Credit payment to payer's account? checkbox unticked for Tyro payments. This checkbox creates a deposit in the patient's account, to be deducted from future payments, rather than refunding the amount.
  8. Any related invoices will change status to ‘Unpaid’, so that the invoice can be adjusted and payment re-entered.

 

Cancel an EasyClaim rebate

IMPORTANT  Tyro Integrated Medicare Easyclaim rebates to the patient are immediate. Adjustments to the Account or Payment cannot be made after the claim is approved. If you reverse a payment, you must take into account how any related claim has been transmitted, and you must contact Medicare to arrange cancellation.

If the patient has had their claim processed via Easyclaim:

Because Easyclaim claims are immediately rebated to the patient’s bank account, you cannot cancel the Medicare rebate directly from Bp Premier. You will need to contact Medicare to arrange for Medicare to cancel the rebate to the patient’s account. You must supply Medicare with the Easyclaim Transaction ID.

To find the Easyclaim Transaction ID:

  1. Select Management > Tyro Transactions from the main Bp Premier screen. The Tyro Transactions screen will appear.
  2. Select a Transaction Type of ‘Private Easyclaims’.
  3. Find the claim that you need to cancel and identify the Transaction ID.
  4. Right-click the claim and select Copy Transaction ID to clipboard to copy the transaction ID. Use Ctrl+V to paste the ID elsewhere.

Troubleshooting

This article provides a list of return or error codes returned by Medicare after your practice has submitted online claims, and the cause and resolution actions for each code. If a submission has been declined, consult this list before calling Best Practice Software Support to see if you can resolve the problem.

Some resolutions will require your IT Support or a Windows administrator with knowledge of updating environment variables and setting access permissions on folders.

Common Medicare return codes

Medicare Code

Description

Cause

Resolution

1004

A session could not be established.

 

Install the Medicare module.

See Set up Online Claiming for single Minor ID for more information.

1006

PKI Login failure

The Medicare Certificates have expired.

Re-import the Medicare certificates from C:\Program Files\Best Practice Software\BPS\MedicareCerts.

See Renew Your Site Certificate Using the PKI Certificate Manager for more information.

1011

Unable to find Java Virtual machine library

Java is not installed correctly on the machine.

Install the Medicare module.

See Set up Online Claiming for single Minor ID for more information.

1014

Unable to locate the EasyclaimAPI class

Environment Variables are incorrect.

Install the Medicare module.

See Set up Online Claiming for single Minor ID for more information.

1705

Secure Failure

Site Certificates have expired.

Check the Site Certificate Expiry Date.

If the site certificates haven't expired, tried recreating the certificate store in a new location. Give the Windows user group 'everyone' full control to the store as well.

See Configuring Medicare Certificates for more information.

1999

An undefined error has been detected in Java API

Incorrectly configured environment variables.

Edit Environment Variables > user variables to make sure that TMP and TEMP are the only user-defined variables. 

Your IT support can assist you with editing Windows user and environment variables.

2008

No business object currently exists for the supplied Session ID

Install the Medicare module.

See Set up Online Claiming for single Minor ID for more information.

2015

No voucher exists within the session for the supplied VoucherSeqNum

Multiple Thumbprint files exist.

  1. In a Windows File Explorer, browse to the folder C:\Users\username\.medicareonline\.
  2. Delete the contents of this folder and resubmit the claim.

2017

The Payee Provider specified is the same as the Servicing Provider

They've got Payee Providers in the System with the same provider numbers.

In Bp Premier, go to Setup > Configuration > Payer Allocation and make sure that provider allocation is set up correctly.

See Title for more information.

2021

Invalid directory or directory not found

Client can’t find the HIC.psi file.

  1. In Bp Premier, check the path listed as Path to certificate store in Setup > Configuration > Online Claiming.
  2. Navigate to that path in Windows File Explorer.
  3. If you are prompted for authentication when you attempt to access the path to certificate store, the path has NOT been shared for the Windows usergroup 'Everyone'. Give the user group 'everyone' full permissions for the path and retry.
  4. If the path to certificate store couldn't be found, check that the path is correct on the Bp Premier server and confirm that the path is shared to the user group 'everyone'.

2027

The report does not exist for the given selection criteria

Multiple Thumbprint files exist.

  1. In a Windows File Explorer, browse to the folder C:\Users\username\.medicareonline\.
  2. Delete the contents of this folder and resubmit the claim.

2054

Date of service is inconsistent with other dates set

Patient's date of birth.

Check that the date of birth is correct in patient demographics.

The last modification to a patient demographics is shown down the bottom of the window.

3001

Communication error. Check that you have a current internet session. For further assistance contact the Medicare eBusiness Service Centre.

Potential problem with the anti-virus software

There may be an issue with your anti-virus software, or internet service provider.

Best Practice Software cannot resolve this issue. Contact your anti-virus vendor or Medicare eBusiness.

3004

The request cannot be dealt with at this time because real-time processing is not available or the system is down. Contact the Medicare eBusiness Service Centre for further assistance.

Reinstall the Medicare module.

See Set up Online Claiming for single Minor ID for more information.

If that does not resolve the issue, edit Environment Variables > user variables to make sure that TMP and TEMP are the only user-defined variables. 

If that does not resolve the issue, the Medicare servers may be experiencing high volume issues. Try resubmitting at a later time if possible.

This error message has also been caused by some antivirus software. If an OPV check works but the transmission still fails, try temporarily disabling your antivirus or firewall and resubmit.

3008

The sending Location could not be identified at the Client Adaptor

  1. In a Windows File Explorer, browse to the folder C:\Users\username\.medicareonline\.
  2. Delete the contents of this folder and resubmit the claim.

9003

The provider is identified as inactive for Online Claiming purposes. Contact the PKI Customer Service Centre for assistance.

The provider is not marked as 'Active' in the Medicare Servers. This may be due to the registration not being completed correctly.

Contact Medicare e-Business to confirm the provider is active. You may need to complete a Change of Bank Details form again.

9010

The software product used to create the transaction is not certified for this function. Contact the Medicare Australia eBusiness Service Centre for further assistance.

Best Practice is trying to transmit using another products Medicare Module.

Reinstall the Medicare module.

See Set up Online Claiming for single Minor ID for more information.

If that does not resolve the issue, edit Environment Variables > user variables to make sure that TMP and TEMP are the only user-defined variables. 

If the user variables Easy_Parm_3 or Easy_Parm_4 exist, AND your practice does not use a proxy server for online claiming, delete these variables.

9111

If createCryptoStore - a PSI Store already exists in the nominated folder. Otherwise a problem has been encountered using PKI services. Repeating the function call should be successful.

Unable to access the certificate store in the correct manner.

This issue can indicate a few causes, such as MAOL not set up correctly. However, this message is usually related to permissions.

  1. In Bp Premier, check the path listed as Path to certificate store in Setup > Configuration > Online Claiming.
  2. Navigate to that path in Windows File Explorer.
  3. Give the user group 'everyone' full permissions for the path.
  4. Restart Bp Premier and retry.

This issue can also be caused by not enough space on C:\ Drive.

9119

The provider is identified as inactive for Online Claiming purposes. Contact the PKI Customer Service Centre for assistance.

The provider is marked as inactive in the Medicare System. Their provider number may not be registered or updated.

Best Practice Software cannot assist with this issue. Contact Medicare to reactivate the provider.

9121

Desecure failure at Medicare. Contact the PKI Customer Service Centre for assistance.

Certificate cannot verify when attempting OPV.

Site certificate imported may have used SHA-2 encryption. You will need SHA-1 site certificates for Medicare Online Claiming.

If these have not been supplied as part of your original site certificates, contact Medicare eBusiness to obtain SHA-1 site certificates for use with Bp Premier.

9123

The HCL certificate used to sign the transmission is not the certificate currently registered against the location ID.

Only one site certificate can be linked to a single minor ID.

Your site may have received a new site certificate (for example, because the practice has changed owners) and the old certificate has not yet been removed at Medicare's end.

Contact Medicare eBusiness to remove the old certificates.

9127

Requested Location Encryption Certificate not found in the PSI Store

 fac_encrypt.p12 was not imported correctly or at all.

Re-import the Medicare certificates from C:\Program Files\Best Practice Software\BPS\MedicareCerts.

See Renew Your Site Certificate Using the PKI Certificate Manager for more information.

9201

Invalid format for data item

Invalid characters in patient name

Characters accepted are: alphanumeric characters, apostrophes, hyphens, and spaces. However, spaces must not appear immediately before or after apostrophes and hyphens.

The issue is usually caused by leading or trailing spaces as per the examples below:

  • O’Toole – Valid
  • O’ Toole – Invalid (one or more spaces after apostrophe)
  • O ’Toole – Invalid (one or more spaces before apostrophe)
  • Anne-Marie – Valid
  • Anne -Marie – Invalid (one or more spaces before hyphen)
  • Anne- Marie – Invalid (one or more spaces after hyphen)
  • Anne - Marie – Invalid (one or more spaces before and after hyphen)
  • Robert AKA Bob – Valid
  • Robert (Bob) – The parentheses characters '(' and ')' are not valid.

SQL queries are available that are supplied with Bp Premier and can be imported into the Database Searchtool to search for patients with invalid names.

9202

Invalid value for data item. The data element does not comply with the values permitted or has failed a check digit check.

Check that the Windows system date and time is correct and set to the correct time zone.

Reinstall the Medicare module.

See Set up Online Claiming for single Minor ID for more information.

9217

Authorisation date is a date in future

Potentially a problem with the Time Zone set on the computer that has created the service.

Check that the Windows system date and time is correct and set to the correct time zone.

9308

Referring Practitioner's Provider Number must be supplied.

The Provider number for the referring Doctor hasn't been updated in the Contacts screen.

Enter the Provider Number into the Contact Details for the referring Provider.

9325

Service type not supplied

Reinstall the Medicare module.

See Set up Online Claiming for single Minor ID for more information.

Edit Environment Variables > user variables to make sure that TMP and TEMP are the only user-defined variables. 

If the user variables Easy_Parm_3 or Easy_Parm_4 exist, AND your practice does not use a proxy server for online claiming, delete these variables

9342

The Payee Practitioner supplied is the same as the Servicing Provider. If both are the same, only one of the Servicing Provider should be completed.

They've got Payee Providers in the System with the same provider numbers.

In Bp Premier, go to Setup > Configuration > Payer Allocation and make sure that provider allocation is set up correctly.

See Title for more information.

9602

This claim cannot be lodged through Medicare Easyclaim. Please submit the claim via an alternative Medicare claiming channel.

OTS has advised that this can be caused by an issue with the Medicare card number.

The claim must be manually submitted to Medicare.

9641

A restrictive condition exists

 

Ensure that you have entered the correct restriction codes under Add item when creating the invoice, such as 'Separate Sites', or 'Not related'.

See Create a simple account for more information.

 

Bp Premier crashes without generating any errors or logs when you perform a Check for Payments or an OPV lookup.

Java has not been installed correctly.

Uninstall the old version of Java first, then run the MAOL utility to re-install Java.

See Set up Online Claiming for single Minor ID for more information.

See Updating JAVA on Bp Premier server and workstations for more information.

General troubleshooting steps

If you receive a generic error message, a code not included in the list above, or the following message, follow the resolution steps below to see if the problem is resolved before you call Best Practice Software Support.

A problem has been encountered accessing PKI services. Ensure that the Medicare Australia and site certificates have been imported and that they have not passed their expiry date.

Step

Knowledge base articles

1. Ensure that all five Medicare certificates are present in Setup > Configuration > Online Claiming.

Renew Your Site Certificate Using the PKI Certificate Manager

2. Ensure that the two site certificates are present in the same location.

Configuring Medicare Certificates

3. Ensure that all of the certfiicates have a valid start date and expiry date.

Check Medicare certificates for expiry

4. Ensure that the MinorID in Setup > Config > Online Claiming > Check certificate expiry has been entered.

See Set up Online Claiming for single Minor ID for more information.

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