CollaborateMD: How can I confirm why my ERAs/EOBs aren't being received in CMD?

Issue

Electronic Remittance Advice (ERA) enables providers to electronically receive Explanation of Benefits (EOBs) and remittance advice from payers, streamlining the payment posting process.

Why am I missing ERAs/EOBs in CollaborateMD? Why aren’t my ERAs appearing in the system?

Environment

CollaborateMD, Features: ERA Auto Apply permission

Resolution

If you haven’t received a remittance check within CollaborateMD, follow these steps to identify the issue:

1. Verify Payer Agreement:
   Check if there is an active remittance payer agreement on file for the relevant payer ID and NPI combination.
   Use the article Look Up ePS Payer Agreements for guidance.
   
2. Check Agreement Status:
   Confirm whether the payer agreement is approved or still pending.
   If it's approved, review the steps below in the approved section.
   If pending, contact the payer to determine why the agreement hasn’t been approved.
   If the payer cannot assist, email the call reference details to [e-mail] for further investigation.
3. Denied: Review the notes and complete a new payer agreement. Once the agreement is approved, ERAs (Electronic Remittance Advice) will be received within the payer's standard processing timeframe.
4. Approved: If you have confirmed approval for the NPI (National Provider Identifier) and Tax ID, and the check is not late, contact Support at [e-mail]. Support will coordinate with the Clearinghouse to locate the missing ERA.

When reporting missing checks, provide a CollaborateMD Customer Success Specialist with the following details:

• CMD Customer #:
• Clearinghouse ID:
• Check # or EFT #:
• Check Amount:
• Check Date:
• NPI #:
• Tax ID #:
• PTAN or Provider ID# (if applicable):
• Submitter # (if applicable for multiple customers/providers with different submitter numbers):
• Copy of EOB (Explanation of Benefits)

Important: ERAs are not considered late until four business days have passed since the deposit or payment date. If you have verified all the above details and still cannot determine why the ERAs are missing, submit a ticket to [e-mail] for further investigation.

Cause

Missing ERAs can result from several issues that may require further troubleshooting with eProvider Solutions and CollaborateMD, including but not limited to:

• A denied or missing remittance payer agreement
• The clearinghouse not being selected with the payer's trading partner
• A mismatch between the payer ID used for sending ERAs and the one set up in the system

Note: The ERA payer ID may differ from the payer ID used for claim submissions. Avoid modifying your existing payer settings. Instead, complete a new payer agreement for the specific ERA payer ID without adding it to your CMD payer list.

Additional Information

For more detailed instructions and information, users can refer to the following articles:

Look Up ePS Payer Agreements

Payer Agreements

Support Contact Options