Welcome to Dr.Bill! We're happy you're here.
Now, you're on your way to fast and easy medical billing and this article is a great place to start with how to manage your claim issues on our platform.
When you join Dr.Bill, there are two service level options: Essentials and Comprehensive.
Comprehensive:
If you're a Comprehensive user, we manage your rejections and refusals for you. We will only reach out if we need additional information to fix and resubmit your claims. It's important to check-in using the web application (app.dr-bill.ca) on a regular basis to ensure that the messages from our team are reviewed as soon as possible.
You can review notifications for billing issues by checking the bell icon in the top right hand corner of your dashboard:
Here, you will see an overview of the claim and patient issues that require your attention.
Select "View Claim" to leave a message for our agents on the timeline:
Once complete, you can "Mark as Resolved" to remove the notification from your account.
Our team aims to review your claims within 30 days of each remittance. You can help by making modifications to your claims on your own, or providing us with additional information in advance of our review.
If you feel that the claim cannot be recovered, write it off. This tells that it does not need to be pursued.
If you know how to resolve the issue with your claim, you can make the appropriate changes and re-submit the claim yourself. Click the Edit button, make the necessary changes, and click Save. Then, click the Re-submit button.
If you aren't sure what to do, or if you have questions or comments that will help us resolve the issue, send us a message.
Messages on your claims are reviewed in about 7-10 business days. If you're looking for a faster response, send us a message through our in-app messaging system (click the speech bubble icon in the bottom-right of the screen).
Essentials:
When you are an Essentials user... you're in charge of your own claims. Our team will not be monitoring any patient or claim issues, so you'll need to check on this frequently to ensure that nothing is missed.
Refusals:
For MSP Billing, refusals are returned from MSP typically within 24-48 hours of submission. In order to monitor incoming refusals, you'll need to navigate to the "Claims" tab on the web, and select "Submission Error" tab:
Here you will see any claims that came back from the ministry with issues that require your attention.
In order to review the reason for refusal and make necessary changes, select "View" next to a claim:
Here you will see the claim overview and applicable actions at the top right hand side of the screen:
If you scroll to the Timeline, you can review the reason(s) for Refusal:
To make changes to the claim, scroll back up and select "Edit":
This will re-open the original claim and allow you to edit the items that require correction. Once the changes have been made, select "Save".
This brings you back to the claim overview where you need to select "Re-Submit" to submit the claim back to MSP:
If you need to make edits to the patient and not the claim (incorrect PHN/DOB), select the "Edit" pencil next to the patient name at the top of the claim, make the changes, "Save" and "Re-Submit".
Rejections:
You might occasionally receive rejections back from MSP with your Remittance. These can be reviewed in two ways.
Navigating to the "Rejections" tab on the "Claims" page of your account:
Or, you can review rejections on your Remittance in "Reports" > "Payments":
When dealing with claim rejections, you'll follow similar steps as outlined above to locate the reason for rejection. On the claims tab, select "View":
Or, in your remittance, select the blue box to the left of the billing item and PHN:
Once you are in the claim, you can scroll to the timeline to review the reason for rejection:
Depending on the reason for rejection, you can edit and resubmit, cancel the claim, write the claim off or accept and close the claim.
Important to note:
- Rejections and refusals can not be managed from the mobile application at this time. Only on the web.
- BC Physicians have 90 days from the DOS to submit claims to MSP for payment
- Claims over the age of 90 days will need to be approved before submission (or resubmission)
We hope this helps you manage your rejections and refusals, but if you need more support, please reach out to us at hello@dr-bill.ca.
Happy Billing!