Centricity Practice Management

Centricity Electronic Medical Records

Avoiding Secondary Claims Rejections
How can I avoid rejections when filing secondary claims?


Here are some common rejection scenarios and solutions:

Problem: Non-Primary Medicare Policy Type is Required – The carrier needs to know why Medicare is secondary to another policy.
Select qualifier to convey that information.
Solution: For CPO-04, from “Patient Information,” on the “Patient” tab click on the “Medicare” secondary carrier then click on the “Details” button. From the “Additional Policy Information” window go to the “Medicare Secondary” section and select the appropriate option in the drop-down field.

For CPS 06, from Registration, click on the “Insurance” tab, click on the Medicare carrier, in the “Medicare Secondary” section select the appropriate option in the drop-down field.

Problem: “Actual Allowed Amount is Missing from Procedure #…” – During payment entry, the Actual Allowed column in the “Transaction Distribution” window was not populated correctly. The column is populated when both the Payment and Adjustment columns are populated for each procedure. A zero payment or adjustment should be entered as a zero – not left blank.
Solution: If the batch to which the payment was posted is soft closed, use Batch Closing Override to modify the payment information and enter a zero if needed in either the Payment or Adjustment column. If the batch is hard closed, void and clone the visit and convey the payment to the new ticket. Remember to populate each procedure with an amount for both the Payment and Adjustment columns.

Another common mistake is that the Line and COB Information fields do not match the payment information entered at the Service line level for each procedure.

HealthSystems has a PowerPoint presentation that can assist you in populating these fields correctly. Feel free to contact our Client Services department for a copy at support@healthsystems.net or 404-207-1311.
Original Newsletter Article – Fall 2007
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Disaster Planning, Backup & Recovery
I’m getting a back-up error message when I log in to Centricity. What does this mean and what can I do about it?


This message indicates that your backup process has not completed successfully. Though you can click on “OK” and go about your normal tasks, please do not ignore this message. Contact our support team immediately.

Centricity has a two-part back-up process. The first part employs Microsoft SQL Server to create a back-up file or copy of your Centricity database. If for some reason this file is not created, Centricity will notify you at startup with an error message.

In most cases, the failure is attributed one of three issues: a piece of software called SQL Agent didn’t run as scheduled, your server was shut down at the scheduled back-up time, or you have a shortage of disk space. Our support team will review your system, identify the problem and help you fix it.

The second part of the process copies the back-up file to external storage media, generally tape or an off-site web-based back-up solution. Centricity will not alert you to an error in this process, so be sure that you or your hardware vendor regularly verifies that your back-up files are indeed being copied.

Every practice should have a disaster recovery plan in place to ensure that data can be recovered from back-up media. It’s important to “rehearse” this recovery periodically so that you know the process will work in case of catastrophe.
Original Newsletter Article – Spring 2007
Disaster Planning and Recovery Preparation
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Electronic Secondary Filing Rejections
How do I enter additional information from my primary EOB so that I receive correct payment without rejections from my secondary payer?


When posting payments from the primary EOB for claims that will be filed electronically to the secondary payer, there are several additional fields that must be completed.

In the transaction distribution screen, the payment field and the actual allowed field must be populated for every procedure. This is true even if the payment amount and/or the actual allowed amount is zero ($0.00). Otherwise, a Centricity Batching rejection will occur.

Additionally, the line information window must be populated with claim adjustment reason codes and the adjustment. This provides the secondary carrier with the adjustment reasons and amounts that were determined by the primary carrier.

In each line information window, the adjudication date (same as EOB date) and the adjustment codes and amounts must be entered. The adjustment codes may be printed on the EOB, but often they will only be listed as categories such as copay, co-insurance, deductible, contractual adjustment. If this is the case, look up the appropriate code at WPC-EDI website. The codes and the adjustment amounts must be entered to create the appropriate EDI records in the secondary claim.

*Remember – you must complete the Line Information window for every procedure.

One additional window that must be completed during primary payment entry (for secondary EDI filing) is the Coordination of Benefits (COB) window.

In this window, the first four fields must be completed if populating manually. (If posting via electronic remit processing, it is okay if some of these fields are incomplete.) The amounts posted in this window should correspond with the totals posted in the transaction distribution columns. Patient responsibility is the sum of any co-pay, coinsurance and deductible amounts. Payer Paid Amount is the total payment from primary carrier. Covered Amount is equal to the total Actual Allowed.

By correctly and completely posting your payments from the primary insurance carrier, you will eliminate many common EDI secondary rejections.
Original Newsletter Article – Fall 2006
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Statement History
How can I get a statement history?


Centricity PM provides an audit trail of statement activity, by patient. This feature can be used to validate when statements were printed and/or mailed to patients.

View statement history activity:

  1. From the Patient Information component, select the patient for whom you want to review statement history information.
  2. Select View, then Activity Log. The Patient Information Activity Log window displays. The component selected defaults to the current component (in this case, Patient Information). Other defaults are set to All.
  3. Use the scroll bars to browse the list box, as desired. Activities relating to statements will be referenced as Statement under the Activity column.
  4. When you have completed reviewing statement history information, click Close to exit the activity log window.

P.S. Come to our User Conference and see the new statement button – built right in!
Original Newsletter Article – Fall 2006
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How can I use Medicare’s MREP software?


Free and user-friendly, Medicare Remit Easy Print (MREP) software is available to all Medicare providers and suppliers. It can be used to access and print Medicare remittance advice information, including special reports, by importing the 835 remittance file into the EZ Remit software.

MREP software allows you to choose one or all patients on the EOB. You can print an EOB for an individual patient to forward to the secondary carrier if sending a hard copy.

The Claims Detail tab allows you to view the patient(s) you selected on the Claim List tab. If you have any questions about the verbiage used on the EOB, the software also provides a Glossary tab for reference.

HealthSystems Support is available to assist you with any questions you may have about importing the 835 file from Centricity into the MREP software.
Original Newsletter Article – Summer 2006
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How can I submit an eligibility request?


You can set up real-time eligibility processing with McKesson or by using the HealthSystems Alabama Blue Cross & Blue Shield Eligibility and Claims
Status plug-in. Both allow real-time eligibility processing. You can send eligibility requests immediately after you request to verify eligibility.

To verify eligibility via Patient Information:
Click the Details button of the insurance window. After the Additional Policy Information Window opens, click the Verify Eligibility button.

To Verify eligibility via Scheduling:
For all applicable patient appointments in a schedule: Select Edit, then Verify Eligibility for Schedule.

For individuals: Select an appointment then select Edit, then Verify Eligibility. Or, right-click on an appointment and select Verify Eligibility to verify eligibility for that individual. After the Insurance Eligibility window opens, click the Verify Eligibility button.
Original Newsletter Article – Spring 2006
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Retrieving EDI Reports
Occasionally I need to check for and retrieve new EDI reports when I’m not ready to transmit new EDI claims. How can I do this?


Follow these steps.

    1. Open EDI Response Management. In the EDI Response Management Criteria Window:
      • Enter the current date in the Date Received “From” field.
      • Put a check mark in “Include Archived.”
      • Leave all other fields unchanged (default settings).
      • Click “OK.”

This will open the main EDI Response Management window. Depending on whether you have submitted claims or retrieved reports earlier in the day, you may see EDI reports listed on this screen, or it may be blank, with no reports listed. Either result is okay.

  1. From this screen, click the “Retrieve” button. This will open the “Select Clearinghouse” window.
  2. Click the Search button to display your clearinghouse(s). Click McKesson (or ENS, Navicure) to highlight, and click the OK button. This will begin the connection to your EDI clearinghouse and retrieval of reports. The screen will display the regular connection information as if you were transmitting claims.

When the retrieval has completed and the connection terminated, you will be returned to the EDI Response Management screen. Your reports will not appear in the window yet.

Press the F5 function key on your keyboard. This will refresh your results and the EDI reports you just downloaded will appear.

NOTE: This is not a substitute method for submitting your EDI claims. No claims are sent to the clearinghouse during this process, so you must follow your regular claims submission instructions to send your electronic claims.
Original Newsletter Article – Fall 2005
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Remittance Tips
I received my paper check from the payor. How do I find the remittance file?


For McKesson clients, follow these easy steps:

  1. Go to the EDI response management box.
  2. Select the clearinghouse.
  3. Type the entire check number in the box labeled “Search for files containing the following text.”
  4. Click “OK”

In the example to the left two remittance files were returned.
The “RS_” file contains information regarding the remit file, for viewing and reporting purposes only. This file is not to be processed.
The “RX_” file is the ANSI file that is to be processed against the database.
This file contains the “BPR” and “TRN” record.
Most remit files will contain multiple checks.
The check amount is located in the “BPR” record of the remit file. For example, “BPR*I*6923.86*C*ACH*CCP*01.” For each check amount there is
a “BPR” record.
The check number is located in the “TRN” record of the remit file. For example, “TRN*1*880122258*1630103830.” This is the same check number you
can find on your paper check or EOB. For each check there is a “TRN” record.
Original Newsletter Article – Fall 2005
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Dates to Remember
How should I use the various date options for reports?


Here’s an overview for you:

Date of Service – the date a service or procedure occurred. This date originates from the Appointment date, which becomes the Visit and Entered
date on a particular visit. These dates can be changed if required.

Date of Entry – the date on which visit information was posted into the system. Charges, payments, adjustments and transfers get entered into
a batch. Each batch has a Date of Entry, which defaults to the current date – you can enter another date if you choose to. Once the batch has been saved,
the date cannot be changed. Each Centricity report that has a Date of Entry Date, From/To Date, or Entry Date filter refers to the batch Date of Entry.

Deposit Date – the date that is associated with a transaction in the payment entry window. Typically, this date correlates to when the monies
were deposited into the bank. This is an optional field so be careful when you run reports by this date unless it is used consistently by each of your users.

To maintain data integrity and ensure that financial reports balance to one another, when applicable, we recommend running each of the financial reports
by Date of Entry.
Original Newsletter Article – Summer 2005
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Toolbar Shortcuts
Is there a way to get a simple, one-click toolbar button for frequently used menu items like printing Superbills,
patient profiles, patient statements, HCFAs and other documents?


Yes. All menu items can be dragged onto a toolbar for easy use. Plus, these toolbar shortcuts can be unique for different users of your system.

  1. In the gray area at the top of the schedule, right click. You will see the box shown below. Click on Customize…
  2. The following window opens. Click on the plus sign next to Schedule or Patient Information to get to the section menu you want
    to customize.
  3. For example, click and drag the word Print from under Profile. Drop it into one of the existing toolbars – not in the gray area. You will
    want to put these items on the toolbar that works with the type of window you have open. For Schedule, go next to the Check-in button. For Patient Information,
    perhaps, go next to the paperclip for scanned images, etc.
  4. In each of area – Schedule, Patient Information, Billing Window, Visit Window, and so on – menu items can be moved to the toolbar for one-click operation.

If you would like to go back to the factory default settings, use the Options menu and select Settings. Click on the button “Restore default toolbar positions”
which also restores default toolbars as well.

Original Newsletter Article – Spring 2005
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Administrative Reports
Which reports should be in hard copy for safe-keeping?


The Doctor Identification, Company Identification and Facility Identification reports should all be printed and filed for safe-keeping.

To access and print these reports, click the Reports icon, select the Administrative folder and then choose each individual report name
to set criteria. Once printed, these three reports are a useful reference for identifying all doctor, company and facility information
currently in your system. Since information such as PIN numbers, group numbers and tax identification information is included in these
reports, these references can be frequently used for billing or insurance filing purposes.

Tip: Always check the “Include Criteria Page” box to show how the report was set up.

Security Report
Another good report to print and file is the Security report. Click the Reports/Administrative folder and then select Security. This report
enables management to quickly evaluate which users have accessibility to components within Centricity.

Note: There are no required sort criteria for this report. By default, the Security report is sorted alphabetically by each component.
Original Newsletter Article – Winter 2005
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Revised Schedule Template
How can I extend the doctors / resources template to future dates?


First, click the Administration button and then Edit. Select either Doctors or Resources, depending on the schedule template you wish to extend.

When the Select Doctor or Select Resource window opens, search for the appropriate doctor or resource. The Modify window will open. Click the Schedule
Template tab.

The Modify screen will open. (Tip: Scroll down to determine the date that this schedule ends.) Click the Schedule Template button at the bottom of the page.

Select the schedule you want to extend and click Modify. Click the Schedule Template Assignment tab. Select the days (checkmark) to which you are assigning
this resource – Sun, Mon, Tue, Wed, Thur, Fri or Sat. (Note: The checkmark defaults to the current day.)

Enter the effective and expiration dates for this schedule template. Example: If the schedule ends on the 25th your effective date will start on the 26th.

Click Add. The selected day(s) display in the list box. Click Save. A warning message will display: “It may take several minutes to apply your schedule
changes to all schedule dates. Do you wish to continue?” You may want to perform this function early in the morning or late in the day, so you won’t
disrupt the system too much.

When the hourglass disappears, you’re done!
Original Newsletter Article – Winter 2005
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Monitoring Claim Denial
How can I search EDI response management for specific tickets?


The Claims Acknowledgement (CA), Exclusion Claims (EC) report and Carrier Report (CR) will help you monitor claim status. But if you’re not
sure if a ticket has been received and processed by an insurance carrier, you can search for a specific ticket number on these reports.

  1. From the Main Menu or Toolbar, open EDI Response Management. The EDI Response Management window will appear.
  2. In the field labeled “Search for files containing the following text,” enter the ticket number.Put a check mark in the box labeled “Include Archived.”
    All boxes in the “Processed Status” line should be checked by default. Do not change these.
  3. Click the OK button. The Response Management Window will display a list of all EDI reports that contain the ticket number you are researching.
  4. To view a report, click once to highlight, then right click and select View. The report will open in Notepad (or other text editor). The reports
    you will want to view are the CA, EC and CR reports.
  5. To find the ticket quickly in the report, select Edit from the Notepad Toolbar and click the Find option. A Find window will open. In the Find What
    field, enter your ticket number and click the Find Next button. This will take you directly to your ticket in this report where you can find detailed
    information about the processing of this claim.


Original Newsletter Article – Fall 2004
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EOB for Secondary Payors
How can I facilitate sending out secondary claims without spending hours deleting information and


Centricity PM has a great timesaving report that will print the Explanation of Benefits (EOB) payment information from the primary carrier
that can be printed and attached to the secondary HCFA. This resolves the issue of having to make copies of EOBs and blacking out unrelated payment
information on bulk payment EOBs.

  1. From the Billing Criteria window, select a status of “In Progress” with the current carrier set to the Secondary radio button.
  2. Select the ALL visits radio button for the date range.
  3. Approve the visits and print the HCFA.
  4. Select all visits and go to File.
  5. Select Reports.
  6. Place a check mark in the EOB for Secondary.
  7. Click Print.

Attach the HCFA and the EOB report and mail to carrier.
Original Newsletter Article – Summer 2004
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Aligning Claims Forms
How can I get my HCFA form to aligh correctly?


There are a variety of reasons why the HCFA gets out of alignment, from computer servicing to new printer installation. Here’s how
to get the HCFA to realign properly.

  1. Go to the Centricity Main Menu screen.
  2. Click on Administration.
  3. Locate the +Administration Settings in the white box and expand that box by clicking on the “+” sign.
  4. Click on Reports. A second white box will appear with “Claims” highlighted in blue.
  5. Click on the Modify button. Another box will appear.
  6. To determine which form you need to align, highlight one of the rows within the box and click Modify.
  7. To verify which claim form you are aligning, look inside the box labeled “Filing Method.” This should either be blank or read “UB92,HCFA.”
  8. Once you have chosen the correct form to align, click on Report Setup.
  9. You will now be inside another box with alignment boxes “Indent Left” and “Indent Top.” Start entering numeric values in this field.
    (Remember, these fields are measured in inches, so start with a small number.)

Each time you change the settings, print a test claim form to make sure it is aligned correctly. Keep adjusting until it aligns.
Original Newsletter Article – Summer 2004
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Maintaining Custom Lists
Do I need to do anything to maintain the problem, medication, and order custom lists?


Several reports should be run to verify that custom lists are up to date.

Run these reports after HealthSystems applies the Knowledgebase updates. Updates contain different information depending on the time of year –
medications are updated with each update, but ICD-9 and CPT codes are typically only updated once a year. We still recommend running reports
for ICD-9 and CPT codes after each update just in case any items were updated.

To run these reports:
For medications, under the Reports tab, select MedicaLogic then Uncoded Medication Custom List Entries Report.

For uncoded diagnosis codes or miscellaneous codes, under the Reports tab, choose MedicaLogic, then Uncoded Diagnosis Codes on Custom Lists and
Uncoded Miscellaneous Codes on Custom Lists.

For orders and problems, under the Reports tab, choose MedicaLogic, then Uncoded Procedure Codes on Custom Lists. While you should not have any
uncoded medications or diagnosis codes on your custom lists, you may find that you will have “approved” uncoded procedure codes – typically J and
G codes or custom laboratory or referral codes. Review the Uncoded Procedure Code report for any changes to CPT codes that may have changed since
the previous year.

Once you have determined which codes need to be either updated or removed, update your custom lists:

In EMR 5.6 or 2005, go to Setup, then Settings and Chart for medication and problem lists. Go to Setup, then Settings, then Orders, Codes and
Categories for procedure codes.

In CPS 2006, go to Administration, then Charts, then Chart Administration. Choose Codes, then Charts, then Codes and Categories.
Original Newsletter Article – Fall 2007
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Unlocking a Locked Out User
Sometimes users get locked out of the EMR system. Why does this happen, and how can I get them


Users typically get locked out because they have exceeded the maximum allowable failed login attempts. When this happens, a message appears:
“This user ID has been locked out.”

To unlock the user ID,

  1. Go to Setup/Settings and select Users. (You must have appropriate permissions to do this.)
  2. Select the user name and click Change.
  3. In Password, enter a new password for the user and reenter in Verification.
  4. Check the box Require Password Change at Login.
  5. Communicate the temporary password to the user. When the user logs in, the EMR application prompts them to change their password.

To increase the maximum number of login attempts:

  1. Go to Setup/Settings/System/Security. (You must have appropriate permissions to do this.)
  2. In the “Maximum Number of Login Attempts” box, change the number to a higher number, such as 5.

Note. If Superuser is locked out, contact the HealthSystems support team to reset the Superuser password.
Original Newsletter Article – Spring 2007
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What is InfoScan? How is it maintained?


InfoScan publishes individual HMO formularies and provides formulary information services. Formulary data is available for use by providers,
available in downloadable clinical kits located at http://support.medicalogic.com.

GE puts out an update to this database every quarter. You can find the updates on the Medicalogic website under Products, InfoScan. The instructions
for downloading are also available along with the Release Notes. (Of course if you have any questions or problems downloading and installing, please
give HealthSystems a call and we will be glad to help you!)

If you want to know which update you are currently using, log into Centricity EMR go to “Help About Logician” and look at “Versions.”

In the example (left), the system is using “Medispan MDDB database 2005.04,” with 2005 being the year and .04 representing the fourth quarter.

To check which formularies you have imported go to “Go, Setup, Settings, Chart, Formulary Management.” This will show you all the insurance company
formularies you have imported.

There are many benefits to regularly updating formularies. For example, when a physician wants to prescribe medication, only the medications covered
by the patient’s insurance company will show up in the patient’s chart in the EMR system. This eliminates the problem of a patient going to the pharmacy
only to find that a prescribed medication is not covered, and allows physicians to prescribe medications with confidence.
Original Newsletter Article – Summer 2006
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EMR – Filed in Error Documents
What can I do to fix an update posted to a patient’s chart in error?


If a chart update is posted in error, you can classify the document as Filed in Error. Clinical list items added or changed in the misfiled
document will be permanently removed from the lists and noted as changed in Clinical List Changes. To correct a misfiled document:

  1. Verify that you have Filed in Error SIGN or Filed in Error SIGN (additional signature required) Document Signature privileges.
  2. From Chart, click the Documents tab.
  3. Select the following types of misfiled documents:
    Signed documents
    Unsigned documents with no clinical list changes
    Signed or unsigned transcriptions
  4. In the Actions menu, select Document > File in Error. The Clinical List Changes window displays the list items and observations that will be
    permanently removed from the patient’s chart.
  5. Click Yes to remove the items, click No to cancel. The document text is marked Filed in Error and FIE is noted on the document summary. Clinical list
    items are permanently removed from Chart Document list and noted as Removed in the Clinical List Changes. To see Filed in Error documents in the documents
    list, open the Chart tab and click Organize. Under View Name, select Filed in Error.

To post the misfiled document to another patient’s chart, copy the contents of the Filed in Error document, then start a new update. Paste the
document into the new update, make all clinical list updates from the original document, then sign the new document.
Original Newsletter Article – Spring 2006
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Adding Doctors & Mid-Level Providers
How can I add a new provider?


Follow these steps:

  1. Software Licenses – Contact Karen Byrne at HealthSystems for a quote. Once the quote is signed by your practice, we will submit the order to
    GE, and your license key will be updated in 1-2 days. HealthSystems will run server setup and contact you so you can begin building the new provider’s
    schedule template.
  2. Payer Agreements – Once the provider’s credentialing is in place, contact the enrollment department at HealthSystems to obtain payer agreements
    and forms. In addition to specific payer agreements, a GE EDI Enrollment Form is required. Use blue ink so your forms do not appear as copies. Initial each
    page of the EDI Enrollment Form, and sign and date the last page. Return originals of all enrollment forms to HealthSystems. We will audit for accuracy, and
    make a copy for our files prior to forwarding to GE Healthcare. The payer approval process can take anywhere from 6-8 weeks to process. (Please make note
    of this critical timetable when planning to start the process!) GE Healthcare will forward agreements to individual carriers, and they will notify us of
    each payer approval.
  3. Setting Up Providers – To set up providers, remember to visit the identification rows, fee schedule rows and schedule templates. If you have any
    questions about these steps, please contact HealthSystems support.


Original Newsletter Article – Summer 2005
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Calendars & Dates
How can I efficiently move around the calendar in the scheduler?


There are a variety of reasons why the HCFA gets out of alignment, from computer servicing to new printer installation. Here’s how
to get the HCFA to realign properly.

Instead of using the drop-down calendar, try this shortcut: When you log in, you’ll be on today’s schedule. Click on today’s date.
Then use the up and down arrows on your keyboard to move to future or past dates (up to 30 days past). The days will pop up as you click
on them. Clicking on the month or year and then using the up or down arrow will advance by months or years.

Calendars & Dates
How can I quickly populate a date field?


Wherever there is a date field, you can hit the F12 key to insert today’s date. If the date field is already populated, use the plus or minus sign
to go up or down by days.
Note: Double-clicking in a date field with slashes will give you a pop-up calendar and you can then double-click on the date you want. Clicking on
the month or year will allow you to jump to where you want to go.

Original Newsletter Article – Fall 2004
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