Patient Insurance and Location Troubleshooting in Kipu RCM (Avea)

  • Updated

If the pre-admission patient is sent to the RCM with legacy insurance information or their pre-admission chart is created in the wrong location (either EMR or RCM), you can fix these issues.

However, once the patient is admitted and sent to the RCM, support intervention is required to fix any location or duplication issues. To prevent issues requiring support to resolve, please ensure any insurances that exist in the EMR are deleted prior to admitting a patient. 

Sent to the RCM w/ EMR Insurance

If you've sent an unadmitted patient to the RCM when the patient has a pre-existing EMR insurance, you will encounter errors when trying to complete the patient facesheet. This typically occurs when linking an existing EMR account to an RCM account or upgrading integration versions.

To resolve these issues, use the following steps to remove the Prospective Treatment Episode and Patient Profile from the RCM and clean up the EMR data:

  1. In the RCM (Avea), delete the prospective patient account by navigating to Patients. Search by the Episode Status of Prospective.

  2. Click on the patient's name to open.
  3. From the Treatment Episodes tab, scroll to the right and click Delete. Confirm the deletion by clicking Delete on the notification.

  4. Next, click on the Profile tab, then click Delete.
  5. In Kipu EMR, open the patient chart and click Edit Patient on the facesheet (or refresh if you are already on the patient chart).

  6. Scroll to the External Apps section and click Delete External App.

  7. The next step is to delete the EMR Insurance. Before deleting, be sure to write down the patient's insurance information somewhere, as you will need these details to recreate the record in the RCM.

  8. Remove the old EMR insurance by clicking Delete Insurance from the Insurance Information section of the facesheet. Confirm the deletion by clicking OK.  

  9. The patient should now be reset. You can click Manage Insurance to add the patient insurance. This will generate a new prospective patient record in the RCM. 

Change Patient Location/Practice/Organization

If the prospective patient has already been created in the EMR and RCM but needs to be admitted to a different EMR location and RCM practice or organization, use the following steps:

  1. In Kipu EMR, open the patient chart and click Edit Patient on the facesheet.
  2. Scroll to the External Apps section and click Delete External App.
  3. Select the new Location from the Location drop-down.
  4. Click on the Hx button to delete the previous location history.
  5. Click on the X to remove and click OK to confirm the deletion.
  6. Scroll to the end of the facesheet and click Update to ensure changes are saved.
  7. Click Manage Insurance to add the prospect's insurance details.
  8. This will automatically create the patient as a prospective patient in the new RCM Practice. Please note that the same Patient ID generates in facesheet with External App, however, it will use the new location Konnector's information.

Note: You can delete the prospective patient record in the previous RCM Practice, if desired. This is optional as leaving the record doesn't impact the ability to change the EMR and RCM location. 

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