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FAQ - Frequently Asked Questions


  1. The error definitions on the Reject Report are not clear enough to understand. How can I get more info regarding the error codes and their definitions?

  2. My dental claims are being rejected because of missing patient address info. In the past, this was not a problem. What has changed to cause this rejection?

  3. After sending in claims to be submitted, how soon can I expect to receive reports regarding the status of these claims?

  4. The payment from the carrier was sent to the patient and not the provider. How is this happening?

  5. When trying to use the LTC Secure Web Site for sending in claims and downloading reports, I get permission errors, freeze ups or "Not Found" errors. What is wrong?

Question 1:

While setting up LTC as an EMC Receiver, I entered HCFA11 as the program file. When saving, I get an error saying the program file cannot be found. What can I do?

Reason:

The program file HCFA11.EXE is not present in the folder entitled "Bin" within the "Medisoft" folder.
(i.e. C:\Program Files\Medisoft\Bin or possibly C:\Program Files\NDCMedisoft\Bin).

Solution:

  • Close or exit the Medisoft program.
  • Download: hcfa11.exe and save it to the "Bin" folder as shown above.
  • Open Medisoft again and rerun EMC Receiver setup.
File Download: hcfa11.exe hcfa11.exe (2.5mb)

Question 2:

The error definitions on the Reject Report are not clear enough to understand. How can I get more info regarding the error codes and their definitions?

Reason:

The error codes and brief descriptions on the Reject Report are only intended as a reference point for identifying the error.

Solution:

  • Complete error code descriptions are available here.
  • If these descriptions do not sufficiently identify the error on the claim submission, please call or email LTC for support.

Question 3:

My dental claims are being rejected because of missing patient address info. In the past, this was not a problem. What has changed to cause this rejection?

Reason:

Prior to HIPAA, the patient address field was not required for dental claim submission. The patient address field is now required for every dental claim submission in accordance with HIPAA security and privacy rules.

Solution:

  • Include the patient address information in all new claims to be submitted. If your practice management software cannot allow this, contact software support for the program to find a solution. If there is still a problem, please call or email LTC for support.

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Question 4:

After sending in claims to be submitted, how soon can I expect to receive reports regarding the status of these claims?

Reason:

LTC users send claims via two different methods (Modem-to-Modem or Secure Internet). The "Received Claims Report" is created on a slightly different time basis depending on which method you use. All other reports are created after data processing and transactions with carriers are complete at the end of each day (Mon-Fri).

Solution:

  • Secure Internet users will be able to retrieve the "Received Claims Report" roughly 15 minutes after the hour, on the hour, throughout the day (6am to 6pm, CST) for claims sent during the preceding hour.
  • Modem-to-Modem users will be able to retrieve the "Received Claims Report" immediately after any claim submission.
  • For all users, the "Accepted, Rejected and Carrier Claim Reports" are created between 8pm and 10pm (CST) each day for claims submitted during that working day and are retrievable anytime thereafter.

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Question 5:

The payment from the carrier was sent to the patient and not the provider. How is this happening?

Reason:

In your practice management software, the setting for the field(s) directing payment to the provider may not have been selected.

Solution:

  • Select the correct setting for this field to properly send to payment to the provider within your practice management software.
  • If this setting seems correct and the error remains, check with the carrier in question regarding over-rides they may have in place.

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Question 6:

When trying to use the LTC Secure Web Site for sending in claims and downloading reports, I get permission errors, freeze ups or "Not Found" errors. What is wrong?

Reason:

Either there is a temporary error occuring with the secure transfer, your Windows updates are not current, or there is a conflict with Internet Explorer and this type of secure transaction.

Solution:

  • The first procedure to try is to log off, reboot your system and attempt the transaction again.
  • If the problem remains, go to the Windows Update site and update your version of windows to the proper current level for secure transmissions. This should be done regardless in order to keep your version of Windows current and functioning normal.

    Go here - (http://windowsupdate.microsoft.com/)
  • If the above procedures do not correct the error, there may be a more serious conflict with your system settings and secure file transmissions to the LTC Secure Site. One option is to install the Netscape browser to circumvent the issues associated with Internet Explorer.

    Go here and click on the red "Free Download" button - (http://channels.netscape.com/ns/browsers/download.jsp). After downloading the install file, run it to install. Contact LTC to receive an updated install, changing your settings to work with your practice management software and Netscape.

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Help and explanations regarding claim reports:

 

 

 

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