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ATTENTION: The Provider Web Portal will be down for maintenance on Tuesday, September 18, 2018, from 7 p.m. to 11 p.m. MT. Providers will be unable to access the portal during this time. We apologize for the inconvenience.
Are your billers and claims specialists receiving Department email notifications? Oftentimes, only the credentialing specialist who originally enrolled the provider is subscribed to our mailing list. To make sure the appropriate person within your practice is getting the information they need, please invite them to sign up here. Under Email Lists, select “00 – All Provider Emails to receive: 1) a weekly Last Week in Review newsletter, which includes Hot Topics, Featured Provider Resources, and status updates on Known Issues; 2) a monthly notification when the Provider Bulletin is published; and 3) occasional general announcements relevant for all providers. Select your provider type to subscribe to communications specific to your provider type, including status updates on Known Issues.
Fiscal Agent Name Change: References to the current fiscal agent will now be DXC Technology (DXC), due to the Enterprise Services business of Hewlett Packard Enterprise (HPE) merging with Computer Sciences Corporation (CSC) to form DXC.
For Tax Year 2017, providers may receive two 1099 Miscellaneous Income (1099-MISC) forms from the State of Colorado due to the implementation of the Colorado interChange in March 2017. Specifically, if a provider was enrolled in Colorado Medicaid for the period January - February 2017, they will receive a 1099-MISC form from the State of Colorado, Office of the State Controller. Providers enrolled in Colorado Medicaid for the period March - December 2017 will receive a 1099-MISC form from the Department of Health Care Policy & Financing (the Department). The amounts shown on the 1099s are what the Department has reported to the IRS.
DXC and the Department recently published a list of Frequently Asked Questions (FAQs) and answers pertaining to this issue, available on the Provider FAQ Central web page under the 2017 1099-MISC Tax Forms drop-down section.
When writing a check to refund payment, make the check out to "Colorado Department of Health Care Policy and Financing" and mail it to:
DXC Technology P.O. Box 30 Denver, CO 80201
However, we highly recommend submitting electronically as we will automatically set up an AR balance. To learn how to copy, adjust or void a claim in the Provider Web Portal, reference the Provider Web Portal Quick Guide – Copy, Adjust, or Void a Claim.
Effective 3/1/18, checks made out to other entities (such as ACS, Consultec, DXC, Hewlett Packard, HP, HPE, Xerox, etc.) will be returned. "Colorado Department of Health Care Policy and Financing" is the only pay-to name that will be accepted as of 3/1/18.
The Alternative Benefit Plan (ABP) is an extended plan which must be accompanied by Medicaid State Plan (TXIX) coverage. If the member does not have TXIX coverage, they are not eligible for services and claims will be denied for EOB 3261 - "The procedure code currently is not a benefit for date of service billed. Refer to the CPT or the HCPCS listing for valid procedure codes."
Providers should verify coverage under Benefit Details (example shown here) on the Provider Web Portal before rendering services. For detailed, step-by-step instructions on verifying member eligibility, refer to the Verifying Member Eligibility - Provider Web Portal Quick Guide, available under the Quick Guides section on the Quick Guides and Webinars web page.
Claim Denials for EOB 2580 - Services Must be Billed to HMO/PHP Listed on Eligibility Inquiry
Claims denied for Explanation of Benefits (EOB) 2580 – "The services must be billed to the HMO/PHP listed on the eligibility inquiry" may have caused confusion for providers billing for medical or mental services rendered to members with a Behavioral Health Organization (BHO) listed on the eligibility inquiry. In the previous MMIS, there was an EOB code for HMO and a separate EOB code for the BHO. The new Colorado interChange system combines these two EOB codes into one. Claims may have been denied for this EOB whether an HMO, Prepaid Health Plan (PHP), or BHO was listed on the eligibility inquiry. To mitigate the confusion, the Department and DXC have updated the description for this EOB code to more clearly define the reason for the denial. The description for EOB 2580 now reads: "The services must be billed to the HMO/PHP/BHO listed on the eligibility inquiry."
If the member has a BHO/Regional Accountable Entity (RAE) listed on the eligibility inquiry, providers should refer to the 2017 Uniform Service Coding Standards Manual to verify that the services are covered under the BHO/RAE. If the services are listed as covered by the BHO/RAE, providers should bill to them.
Providers should not be concerned if the Effective Date displayed on the Provider Web Portal does not match the Effective Date they entered or the date of their most recent certification. DXC updated the Effective Date and End Date for all CLIA licenses in the Colorado interChange as of 8/10/18. The Effective and End Dates for all CLIA licenses are as follows:
Effective Date: 1/1/1900
End Date: 12/31/2299
When updating CLIA Certification information via the Provider Web Portal, providers should enter the Effective Date and End Dates as shown above.
Claims submitted with any other Effective and End Dates on the CLIA license will be denied if the dates of service (DOS) precede the Effective Date.
Currently, the Effective Date and End Date are required fields when providers are updating CLIA Certification information. DXC and the Department are working on updating the Provider Web Portal so the effective dates will be automatically populated.
Effective 11/30/17, the Eligibility page on the Provider Web Portal will require users to complete a CAPTCHA human verification step by identifying which images fit the given description. CAPTCHA (an acronym for "Completely Automated Public Turing test to tell Computers and Humans Apart") is a type of challenge-response test used in computing to determine whether or not the user is human. Requests from scripted code or robots will no longer be allowable. This change is intended to minimize issues and slowness affecting all portal users. Batch submitters must utilize the X12 270 for large eligibility requests.
For information on submitting batch 270 Eligibility, visit the EDI Support web page.
For additional questions on how to use the portal or to verify eligibility, please call the Provider Services Call Center at 1-844-235-2387.
Claim Submissions, Adjustments and Voids Limited to 50 or Less Detail Lines in the Provider Web Portal
The Provider Web Portal does not allow for claim submissions, adjustment or voids with over 50 detail lines. Claims with over 50 detail lines must be submitted, adjusted or voided via the Electronic Data Interchange (EDI) batch process, which allows for up to 999 detail lines per claim.
When viewing a claim with more than 50 detail lines in the Web Portal, the “copy,” “void,” “adjust” and “reconsideration” buttons may be disabled, and the portal user will receive the following error message – “Not all service lines can be displayed due to the size of the claim.” If these buttons are available, and the portal user attempts to copy or adjust a claim with more than 50 detail lines, the claim will be denied for EOB 1330 – “The total claim charge is invalid. Re-calculate and correct the total claim charge.”
DXC and the Department are working to implement a fix within the Web Portal to ensure these buttons are consistently disabled when viewing a batch claim with over 50 detail lines.
Void Button Will Only Appear in the Provider Web Portal if the Paid Claim Has Not Already Been Adjusted/Voided and Has 50 or Less Detail Lines
The void button will only appear in the Provider Web Portal if:
See the Provider Web Portal Quick Guide - Copy, Adjust, or Void a Claim for more information.
Rendering Provider ID Does Not Return a Single Provider - Provider Web Portal
Symptoms: When entering claims on the Provider Web Portal, providers receive "Rendering Provider ID does not return a single Provider" error message. Cause: Provider is not using the magnifying glass button when an NPI is tied to multiple locations. System does not know which location to use, and generates an error message. Solution: If NPI is tied to multiple locations, providers must use the magnifying glass to select the correct location..
Suspended claims only show up once on the Remittance Advice (RA). The claim won’t appear again on the RA until the claim either denies or pays. Once the claim is finalized, it will be reported on the RA and the 835. Suspended claims are not reported on the 835, only on the RA.
Suspends
EOB 1786 - The date of service date is out of timely filing. Refer to the new billing manual.
Explanation: The claim is outside of the initial timely filing period of 240 days. Claims with a timely filing attachment must be reviewed by DXC.
Estimated Time for Processing: 20 business days
EOB 0101 - Possible duplicate: practitioner to practitioner.
Explanation: This may be a duplicate claim, but not all parameters for an exact duplicate are met, so the claim must be reviewed by DXC to determine if it is a duplicate.
Estimated Time for Processing: 30 days
EOB 4000 - "The client has other insurance. Bill the charges to the other insurance before billing Medicaid. Complete the other insurance payment information fields on the claim and retain a copy of the explanation of benefits."
Explanation: The client has other insurance. Medicaid is always the payer of last resort. The claim must be sent to the primary carrier first. Due to a system defect claims must be reviewed to determine if the TPL information was entered on the claim.
Estimated Time for Processing: One week
EOB 6172 - "Multiple Surgery Review"
Explanation: The department and DXC are currently working to implement a more efficient process.
EOB 2013 - "Claim Processed With Closest Elig Span-Deny" OR EOB 2690 – "Claim processed with closest eligibility span."
Explanation: The client is currently not eligible.
Estimated Time for Processing: This claim will be recycled after 15 calendar days. If after the 15 days the client is still not eligible for the DOS, the claim will deny.
EOB 0653 - "Claim requires manual pricing. Please attach invoice for medical services."
Explanation: This claim requires manual processing by DXC to price.
NOTE: If claims are over 60 days from the date of receipt, please notify the DXC Provider Services Call Center at 844-235-2387 so they can be escalated for processing.
Denials
EOB 1473 - "Multiple Provider Locations for Billing Provider Specialty."
Explanation: In general, EOB 1473 is an indication that the system cannot determine which location to look at. If a National Provider Identifier (NPI) is associated with more than one (1) provider type or location address, additional steps are needed to ensure proper claims adjudication. A unique nine (9) digit zip code or taxonomy code is required to identify the correct billing provider ID.
Provider action: Confirm the address, NPI and taxonomy on the claim match the information reported on Provider Maintenance tab on the Provider Web Portal.
EOB 4100 - "Type of Bill Code Invalid."
Explanation: Home Health Claim with an invalid TOB (likely 33x).
Provider action: Refer to the new Home Health Billing Manual for claims submission.
EOB 1454 - "Procedure Code, Revenue Code, or Modifier is Invalid - Home Health"
Explanation: Home Health Claim without the Procedure Code, Revenue Code or Modifier Code. While these are not required fields on the Provider Web Portal, they are required for the claim to process correctly.
Provider action: Refer to the new Home Health Billing Manual for required fields. Don't forget to include all applicable procedure codes for PDN claims.
Example: Private Duty Nursing (PDN) claims will deny if submitted without the procedure code T1000, in addition to the revenue code for PDN.
The procedure code is not a required field in the Provider Web Portal, but page 11 of the Private Duty Nursing Billing Manuals does indicate this is required for the claim.
EOB 1786 - "The date of service is out of timely filing. Refer to the new billing manual."
Explanation: Claims must be submitted within timely filing limits. The Department has extended timely filing limits from 120 days from DOS to 240 days from DOS.
Provider action: Submit the claims and reference the ICN of the last submission within 60 days.
EOB 1381 - "No billing rule for procedure."
Explanation: The claim includes a procedure which is not a defined billing rule for the provider type. The rendering provider is not permitted to render the procedure to Medicaid members based on the provider type.
Provider action: Ensure the correct procedure code was submitted on the claim. Refer to billing manual to confirm allowable procedures for the provider type.
If the procedure is allowable for the provider type, contact DXC.
EOB 1030 - "The place of service code is invalid for procedure code. Correct the place of service."
Explanation: The procedure and place of service cannot be billed together. This could be because the procedure can’t be performed at a specific POS (transplant in an office) or the combination is not allowed on the providers billing rule.
EOB 3261 - "The procedure code currently is not a benefit for date of service billed."
Explanation: This is not a covered procedure.
Provider action: Confirm the correct procedure code was submitted on the claim. Refer to billing manual for information on covered procedures.
EOB 2590 - "The client has Medicare. Charges must billed to Medicare before billing Medicaid."
Explanation: This member has other coverage with Medicare. Medicare would be the primary insurance and should be submitted.
Provider action: Rebill the claim after billing Medicare first.
EOB 1010 - "This is a duplicate item that was previously processed and paid"
Explanation: The denied claim was a duplicate of a claim that has already been processed and paid (or denied).
Provider action: Providers who believe this error is returned incorrectly should contact DXC Provider Services (1-844-235-2387) with the interChange Control Number (ICN).
EOB 0678 - "Billing Provider Type and Specialty is not allowable for the Rendering Provider"
Explanation: The claim will deny if the Rendering provider type/specialty do not match or if the expected billing provider type/specialty do not match.
Providers have questions about claims with EOB code 3110 for "the rendering provider is not a group member." While it may be unclear on the remittance advice, notations that affiliations are missing do not cause the claim to deny and are informational only. Currently, the Department is giving providers an extended grace period to make all necessary updates to their affiliations to avoid future claims denials. If EOB code 3110 appears on a claim, providers should check their affiliations and make sure they are up to date, and check other EOB codes to see why the claim denied. Updated affiliations are currently taking up to three weeks for final approval. Providers should not submit duplicate update requests.
Timely Filing Period Extended to 365 Days – Effective 6/1/18
In May 2017, the Department of Health Care Policy & Financing (the Department) temporarily extended the timely filing period from 120 to 240 calendar days. Effective 6/1/18, the timely filing period will be extended to 365 days. This is a permanent change, not a temporary extension.
Please note that this does not apply to dental services that are submitted to DentaQuest. Please note that this timely filing extension does not apply to dental claims submitted through DentaQuest or pharmacy (point of sale) claims submitted through Magellan; however, Durable Medical Equipment (DME) claims are subject to the updated 365-day timely filing policy.
For all updated timely filing policy details, reference the General Provider Information manual and the Timely Filing Frequently Asked Questions (FAQs), located on the Provider FAQ Central web page.
Please note that this is not an all-inclusive list of known issues.
All Providers that Bill Medicare:
COBA claims for members with QMB only are not automatically crossing over
Some claims for services provided to members that have qualified Medicare Benefits (QMB) only, with no Title XIX coverage, are not automatically crossing over from COBA to the Colorado Interchange.
The Department is working to resolve the issue. Providers are advised to submit Crossover claims for QMB Only Clients directly to DXC until the issue is resolved.
Border Provider Claim Denials for Prior Authorization Requirement
Border provider claims are denying due to a system issue which currently requires a Prior Authorization for these claims. However, Prior Authorization is not required for these claims by Health First Colorado (Colorado’s Medicaid Program) policy.
DXC and the Department are working to fix this issue.
Claims will be reprocessed by DXC.
Claim shows as Paid in Provider Web Portal but not on the Remittance AdviceSymptoms: A claim may show as "Paid" (with a Paid date of "0") in the Provider Web Portal, but does not show as "Paid" on the Remittance Advice (RA).Cause:Claim is caught in a pre-payment cycle that checks for errors that may cause problems with the financial cycle. The claim is reviewed before being released, but may take a few weeks to review.
Denials for Duplicate Services DXC is working with the Department to closely review duplicate claims to ensure proper payment.
Claim Denials for EOB 4000 – Member Has Other Insurance Secondary Claims with TPL information were incorrectly denying for EOB 4000 – "The member has other insurance. Bill the charges to the other insurance before billing Medicaid. Complete the other insurance payment information fields on the claim and retain a copy of the explanation of benefits."
As an interim solution, starting 6/5/17, claims will suspend for review rather than deny. During this time, providers may see the claim temporarily suspend for EOB 4000, but no action is required. Claims will be adjudicated appropriately by DXC. DXC is working on a permanent fix.
In order for claims prior to 6/5/17 to be processed correctly, providers are asked to resubmit any claims denying for 4000 that included TPL information.
Provider Web Portal Error Message When Submitting Claims
Some Provider Web Portal users have experienced an intermittent "Error" message asking them to "try again later" when trying to submit claims. DXC believes a combination of internal factors in the DXC system along with external factors with the user’s network/internet connection is causing the problem. While DXC is still working to resolve this issue, the following steps have proven helpful to several users:
- Clear your browser’s cache - Run a connection speed test - Log out and come back at a later time - even a few minutes may help - Use the system during non-peak hours (peak hours are 7 a.m. to 4 p.m. Monday through Friday). Please note that the Provider Web Portal is down for regularly scheduled maintenance every Wednesday night beginning at 7 p.m. MT. Anticipated downtime is usually less than 2 hours, but could be up to 5 hours. - Try using another browser (Internet Explorer is the recommended browser)
If this does not resolve the issue, please call the Provider Services Call Center (1-844-235-2387) and press the option for "web portal." Please let the agent know you have tried the suggestions above and provide them with your log-on ID, Provider ID, an explanation of what you were doing on the portal at the time of the error and contact information for follow-up.
An estimated resolution date has yet to be determined
Providers Unable to Access Update RTPs
Providers are unable to re-enter an update if it's been RTP'd for additional information.
Submit a new (correct) update request, then call the Provider Services Call Center (1-844-235-2387) to have them deny the original RTP'd update request.
Members Incorrectly Enrolled in Denver Health
Some members are being enrolled in Denver Health incorrectly. As a workaround, impacted members should contact Maximus (303-839-2120, or 888-367-6557; TTY 888-876-8864) to speak with an agent who can research to confirm their eligibility information and then initiate a correction as appropriate.
DXC is working to fix the issue.
Resolved 7/5/18: Provider Web Portal Error When Attempting to View Crossover and Secondary Claims Provider Web Portal users may have experienced an error when attempting to view crossover and secondary claims for some members. The error message stated: "There has been a problem with your transaction, please try again later. If you were submitting a claim please check to see if your claim has been processed prior to resubmitting."
Issue resolved 7/5/18
Resolved 6/13/18: Retroactive Updates to Eligibility Spans The Colorado interChange was not processing some retroactive changes to a Health First Colorado (Colorado’s Medicaid Program) and Child Health Plan Plus (CHP+) member’s eligibility span. The Colorado interChange is now receiving the changes from the CBMS eligibility system. This issue has now been resolved.
If a member still believes an update to their eligibility information is necessary, the process is the same as it would have been with the Xerox legacy system; the member must call the Health First Colorado Member Contact Center to initiate the correction. In some cases, the member may be redirected to the county technician if additional information is needed to fulfill the eligibility requirements.
Issue resolved 6/13/18
Resolved 4/6/18: Paper Claim Adjustment or Void Denials for EOB 0100 - "Denied as Duplicate Claim" Claim adjustments (reason code 7) or voids (reason code 8) submitted on paper were previously denying for EOB 0100 - "Denied as duplicate claim" because the system was not processing them as an adjustment or void, but as an original claim. These claims were being held for processing until the issue was resolved. Providers are advised to resubmit affected claims.
Providers are reminded that if they are submitting more than 5 claims a month and have not signed up for paper claim submission then they must submit all adjustments electronically.
Issue resolved 4/6/18
Resolved 4/5/18: Third-Party Liability (TPL) Information on Adjusted Claims Not Matching TPL Information Submitted on Original Claim Adjustments to claims originally filed with TPL information were not calculated correctly, causing for the TPL information on the adjustment to not match the TPL information on the original claim.
Affected claims were reprocessed by DXC in three stages, on 5/25/18, 6/1/18 and 6/15/18.
Issue resolved 4/5/18
Resolved 3/7/18: Claims Suspending for HCPCS 2018 Procedure Codes Claims were suspending when billed for HCPCS 2018 procedure codes for EOB 0000 - "This claim/service is pending for program review." Claims were reprocessed by DXC on 3/9/18.
Issue resolved 3/7/18
Resolved 2/28/18: Changes to Rendering or Referring Provider on Service Detail Line Not Saving
A Provider Web Portal error was occurring where the provider was attempting to change the rendering or referring provider on the Service Detail line of a claim after the initial entry, but the portal did not save the change.
The following workaround was given until the issue was resolved: If the provider wished to modify the entry, the line should have been removed and re-entered. The line could be removed by clicking Remove in the Action column or clicking the Reset button at the bottom of the window.
Issue resolved 2/28/18
Resolved 2/28/18: Third Party Liability – Carrier Not Listed When adding Third Party Liability to a claim in the Provider Web Portal, providers were previously unable to type in the carrier name if the member’s carrier wasn’t one of the options available. Providers were previously unable to submit the claim correctly via the web portal and had to submit on paper or batch.
Providers can now submit the TPL carrier on the web portal or continue to submit on batch. Paper claims do not need to be sent. For TPL carriers not listed, select the Other Carrier option, which now includes the Effective From date as a required field.
Resolved 2/8/18: Provider Enrollment Portal Duplicate Record Error Message An issue was identified on 2/8/18 where providers attempting to submit a new application or submit a disenrollment were receiving an error message stating "A failure occurred during a database insert. A duplicate record cannot be saved." This issue has now been resolved.
Issue resolved 2/8/18
Resolved 1/25/18: Professional Crossover Claims Denying for EOB 1178 – "Service is not reimbursable for Date(s) of Service" Beginning Jan 11, 2018, professional crossover claims were denying for EOB 1178 - "Service is not reimbursable for Date(s) of Service."
Claims were reprocessed by DXC on 1/26/18. Issue resolved 1/25/18
Resolved 1/10/18: Claim Denials due to Bypass Modifiers for the National Correct Coding Initiative (NCCI) Update Claims were denying due to the bypass modifiers not being setup correctly in Colorado interChange. The Department and DXC have made adjustments to the system that reflect the current NCCI Policy and billing documentation.
Providers are advised to resubmit affected claims.
Issue resolved 1/10/18
Resolved 12/15/17:Rendering Provider Claims Denied or Suspended Due to Multiple Rendering Enrollment Profiles When a rendering provider within a group had more than one (1) provider program ID associated with a National Provider Identifier (NPI), the claim was denied or suspended. As a rendering provider, you should only have one Medicaid Provider ID in the interChange, even if you provide services in multiple locations. Duplicate IDs can cause claim denials.
DXC has now inactivated duplicate provider records so there is only one program provider ID for each rendering individual. If you are an "individual within a group" (rendering provider only) that had two or more provider IDs that shared an NPI in the Colorado interChange, you should have received the following email communications from DXC and the Department with the subject line "Colorado Medicaid Provider Enrollment Application":
Note: Your NPI should still be used for claims submission. The Medicaid Provider ID is not needed on the claim.
On May 4th, a system enhancement was implemented to populate the rendering provider that is affiliated with the billing provider. This allows the claim to be processed by DXC. For more information regarding the rendering provider system enhancement, please contact the Provider Services Call Center (1-844-235-2387).
Issue resolved 12/15/17
Resolved 11/30/17: Claims with Valid CLIA Licenses Denying – EOB 3660
Some claims submitted with valid CLIA licenses were incorrectly denying for EOB 3660 – "The service is not within the scope of the billing provider's CLIA certification. Please update the MMIS provider records with the correct CLIA number."
DXC has made progress on this issue, and some affected claims were reprocessed by DXC 11/3/17. This issue was previously reported as resolved on 6/7/17; however, it was determined that further research was required for complete resolution of the issue. The Department and DXC completed work on the issue and DXC reprocessed the remaining affected claims on 11/30/17.
Providers that submit lab claims without having a CLIA license on file or with an expired CLIA license will continue to deny. Providers should ensure all current CLIA information is added in Provider Maintenance and a copy of the CLIA license is attached on the last page. The update request must be approved before denied claims can be resubmitted.
Issue resolved 11/30/17
Resolved 11/8/17: Crossover Claim Denials for Services Covered by Medicare but Not Medicaid
The system was denying crossover claims for services that are covered by Medicare but not Medicaid. The interChange should have reimbursed these claims based on the Medicare assigned coinsurance and deductible.
Providers were previously advised to continue to submit these claims, and resubmit them now that the issue is resolved.
Issue resolved 11/8/17
Resolved 9/13/17: Claims Overpaid, Were Not Denied Appropriately, or Denied
Claims processed between 9/6/17 and 9/13/17 were either paid when they should have denied, paid in full when they should have had a portion of the payment reduced, or incorrectly denied. This issue affected all provider types.
Please note that this entry previously indicated that claims were either overpaid or were not denied appropriately. As of 11/17/17, this entry has been updated to note that claims processed between 9/6/17 and 9/13/17 may also have been incorrectly denied.
Affected claims were reprocessed and funds were recouped in phases on the following dates: 10/20/17, 10/27/17, 11/3/17, 11/10/17, 11/17/17. Providers were also notified of the recoupment via email.
Issue resolved 9/13/17
Resolved 9/6/17: Provider Maintenance Request Error - Location Name Must be ≤ 30 Characters in Length Provider Web Portal users were receiving the following error message upon submitting a Provider Maintenance Request with a Location Name that is greater than 30 characters: "Error: A failure occurred during a database insert. Location Name must be less than or equal to 30 characters in length." Please note that in this context, "Location Name" refers to the Pay To Name field and/or the Mail To Name field. This error message appeared even if no changes were made to the Name or Address fields. This occurred due to a data conversion issue with transferring location names longer than 30 characters from the previous MMIS into the new Colorado interChange system.
In order to bypass this error, portal users were advised take the following steps:
1. From within the Provider Maintenance Request in the portal, go to the Address Changes panel 2. Update the Pay To Name field (as shown under the Billing drop-down) to a value that is less than 30 characters 3. Update the Mail To Name field (as shown under the Mailing drop-down) to a value that is less than 30 characters.
After these changes were made, any other field(s) within the maintenance record could be updated as needed before submitting.
Issue resolved 9/6/17
Resolved 8/30/17: Secure Correspondence Tool not Functioning Correctly
The Secure Correspondence tool in the Provider Web Portal may not have displayed responses from DXC in the Correspondence area if the DXC agent marked the Call Tracking Number (CTN)* as closed. If a CTN was marked as closed, DXC responded to the inquiry, but the response message may not have populated.
As a workaround, DXC responded to Correspondence messages without closing the CTN. This allowed the portal user to view DXC’s response. Now that the issue is resolved, DXC will close these CTNs, and past responses (which were previously not populating) will be restored.
Portal users may have noticed multiple lines associated with a single CTN in the Correspondence area. The original message and DXC’s response will now be displayed when viewing the CTN detail.
*Note: Although the Secure Correspondence tool is for written communication rather than by phone, Secure Correspondence messages are given CTNs for tracking.
The Provider Services Call Center (1-844-235-2387) is the recommended method of initial contact with DXC and is best for urgent and time-sensitive issues. The Provider Services Call Center is open from 7 a.m. – 5 p.m MT on Mondays, Tuesdays and Thursdays, and from 10 a.m. – 5 p.m. on Wednesdays and Fridays.
Issue resolved 8/30/17
Resolved 8/23/17: Claims Suspended for EOB 2960 - Claim Processed with Closest Eligibility Span Some batch claims were incorrectly suspending for EOB 2960 – "Claim processed with closest eligibility span." This only affected batch claims, not portal or paper claims.
This issue has been resolved and claims were reprocessed by DXC on 8/25/17.
Issue resolved 8/23/17
Resolved 8/21/17: Provider Web Portal Password Reset Email with Invalid Link
Provider Web Portal users can call the Provider Services Call Center to request a password reset; an email with a temporary password and a link to the web portal will be sent. Some callers may have received an email with an invalid link to the web portal. This issue has now been resolved and the email link was corrected for emails sent after the issue was identified. Users can enter their User ID and temporary password at the correct link here.
Password Reset Process:Providers will need their username and/or be able to answer the security questions. The DXC agent will be able to reset the password over the phone. If the provider does not have this information, the case will need to be escalated to the web portal team. Turnaround time for the reset process will be up to 48 hours.
Issue resolved 8/21/17
Resolved 8/11/17: Claims Suspended for EOB 0000 All claims processed from 12:00 a.m. to 9:00 a.m. MDT on 8/11/17 suspended for EOB 0000 - "This claim/service is pending for program review."
Claims were reprocessed by DXC on 8/11/17.
Issue resolved 8/11/17
Resolved 7/24/17: Claim Denials for EOB 0182 Related to E/M Codes
There was an issue with Evaluation and Management (E/M) codes in the Colorado interChange (for example, procedure codes 99201-99215). E/M codes with either modifier GT or FP were not affected, but should only be applied to appropriate claims.
Some provider rates were inadvertently end dated on June 30, 2017. This was causing claims to deny (from July 1 forward).
Affected claims were denying for EOB 0182 – "Billing Provider Type and/or Specialty is not allowable for the service billed."
After identifying the issue, DXC suspended claims until it was resolved.
Claims that denied or suspended were reprocessed by DXC in the 7/28/17 financial cycle.
This fix does not address the issue affecting Rehab Agencies (provider type 48). For more information on this issue, please refer to the "Claim Denials for Provider Type 48 for EOB 0182 - Rehab Agency" posting.
Issue resolved 7/24/17
Resolved 7/13/17: Portal Error When Adding Affiliation - NPI Contains Invalid Characters If a Medicaid ID was used to add a provider affiliation update, users were receiving an error. The error message reads, "NPI contains invalid characters," however, this did not clearly describe the issue. This error message was meant to indicate that providers must use their NPI, not the Program provider ID. Providers were previously advised that if the NPI is shared between multiple locations, the magnifying glass could be used to select the appropriate provider.
DXC has updated this error message to: "Selected provider ID must be an NPI." DXC also changed the label of the "Provider ID" field, used when creating an affiliation, to "Provider NPI."
Issue resolved 7/13/17
Resolved 7/10/17: Provider Web Portal Error Message - Search Claims
A web portal error was preventing providers from viewing some claims in the Claims panel => Search Claims. After clicking on a specific claim in the search results, the portal returned the following error message: "There was an issue processing your request. We apologize for any inconvenience this may have caused…"
Issue resolved 7/10/17
Resolved 6/21/17: Denials for EOB 1336 on Adj for Professional & Professional Crossover Claims Adjustments to Professional and Professional Crossover claims were incorrectly denying for EOB 1336 – "Header to date of service is required". This EOB code was only appearing on adjustments, not on new claims.
Claims were reprocessed by DXC on 6/29/17.
Issue resolved 6/21/17
Resolved 6/10/17: Claim Denials for EOB 3620 - Medicare Deductible Greater Than Annual Amount
If a provider submitted a $0 deductible on a claim, and the Medicare deductible had been met, claims were incorrectly denying for EOB 3620 - "The Medicare deductible on the claim is greater than annual amount. The deductible amount must match the amount on the Medicare explanation of benefits. Correct the deductible amount."
Claims were reprocessed by DXC on 7/3/17.
Issue resolved 6/10/17
Resolved 5/24/17: Associated Provider NPIs Switching to Medicaid IDs – EOB 0966
Some Provider Web Portal users were experiencing an issue where the NPI was entered, but the web portal switched it to the Medicaid ID, resulting in claim denials for EOB 0966 – "The rendering provider is not eligible at this location on date(s) of service." This was occurring on Institutional, Professional and Dental claims for the following associated provider IDs: Referring, Supervising, Service Facility Location, and Rendering. NPIs for Billing Providers were not affected. Batch claims were not affected. This issue was isolated to web portal claims.
The following workaround was provided while DXC was working on the fix: "Click the magnifying glass icon next to the provider ID field. The provider can search for the correct provider ID and select it to ensure the NPI is retained."
Providers are advised to rebill claims that denied for EOB 0966.
Issue resolved 5/24/17
Resolved 5/19/17: EOB 0653 - Insufficient Info On Unlisted Med Proc (Manual Pricing)
1. This EOB message was appearing in cases where the procedure code was manually priced on the Prior Authorization Request (PAR). Procedure codes affected include: A0100, S5160, S5161, S5165, S5185, T2016, and T2029.
All PARs have been updated and claims have been reprocessed by DXC. PARs with level 7 residential rates for codes T2016 and T2021 have been corrected. Providers should rebill claims for these two codes.
Moving forward, please be aware that if the claim denies for 0653, there may not be a PAR on file. Please check to make sure there is an approved PAR for the claim.
2. This EOB message will also post if the claim requires an invoice to price the claim, such as DME supplies or unspecified medical procedures. DXC is manually working these claims as they come in.
Issue resolved 5/19/17
Resolved 5/18/17: Members with Medicaid and CHP+ Coverage
Health First Colorado Members were incorrectly showing eligibility coverage for both Title 19 as well as child health plan plus.
Issue resolved 5/18/17
Resolved 5/18/17: DNN Error for Trading Partners Downloading Files Through the Portal
Trading partners were experiencing a DNN error when trying to download a file through the portal.
While this issue is now resolved, trading partners are encouraged to use Secure File Transfer Protocol (SFTP). Instructions can be found in the Connectivity Guide, available on the EDI Support page.
Resolved 5/5/17: Incorrect Address Showing for Members on Claims An address in Lamar, Colorado was populated on many provider’s claims. This address may not have correlated to the member’s address on file.
Issue resolved 5/5/17
Resolved 5/1/17: Revisions to PARs Transmitted from eQHealth
Revisions to Prior Authorization Requests (PARs) transmitted from eQHealth were processing incorrectly following the transition to the new system, causing approvals to be delayed.
Issue resolved 5/1/17
Resolved 4/28/17: PARs Being Sent by Mail to Providers
Providers should no longer receive paper PARs that are already displayed in the Provider Web Portal. Providers may still receive some letters in the mail that were generated before the change was completed.
Issue resolved 4/28/17
Resolved 4/22/17: Provider Maintenance Error
Providers were receiving "Name of the Person Reporting the Change must be less than 15 characters" error when submitting provider maintenance update request.
Issue resolved 4/22/17
Resolved 4/12/17: Member Eligibility in Member Focused Viewing
Either no coverage details were listed, or listed details contained incorrect eligibility dates in the Member Focus View panel. Work-around was to Select the ‘View eligibility verification information’ link on the Member Focus View page which would bring the user to the Eligibility Verification panel where the dates are shown.
Issue resolved 4/12/17
Resolved 3/29/17: Checks Showing as Cashed
Provider Web Portal said checks "cashed" but it’s the wrong indicator, should have said "issued" until it was cashed.
Issue resolved 3/29/17
Resolved 3/29/17: EFT Updates
The Provider Web Portal required an NPI to submit an EFT update; providers without an NPI were unable to submit EFT update.
Resolved 3/28/17: No Providers Associated
On 3/28 many providers received an error message "You do not have any providers associated with your account at this time" when logging into the Provider Web Portal.
Issue resolved 3/28/17
Resolved 3/28/17: Error During Provider Web Portal Registration
Some providers were receiving an error message when they tried to register for their Provider Web Portal account. Providers were instructed not to use spaces in their display name as a work-around.
The issue was resolved on 3/28, and providers may use spaces in their display names.
Resolved 3/17/17: PAR Viewing for Delegates
Delegates with access to "Care Management - Inquiry" were unable to view PAR after selecting the Prior Authorization # link from the search page.
Issue resolved 3/17/17
Ambulatory Surgical Center Provider Claim Denials for EOB 0182 – “Billing Provider Type and/or Specialty is Not Allowable for the Service Billed.”
Ambulatory Surgical Center (provider type 44) claims for the following procedure codes are currently denying for EOB 0182 – “Billing Provider Type and/or Specialty is not allowable for the service billed.”
The Department and DXC are working to resolve this issue.
Resolved 3/16/18: Claim Denials for Ambulatory Surgical Center Providers for Procedure Code 67808 for EOB 0182 – Billing Provider Type and/or Specialty Not Allowable for Service BilledClaims for Ambulatory Surgical Center providers were denying for procedure code 67808 for EOB 0182 – “Billing Provider Type and/or Specialty is not allowable for the service billed.”
Claims were reprocessed by DXC on 3/23/18.
Resolved 10/26/17: Claims Denying for Clinic Providers with Place of Service Code 24 (Ambulatory Surgical Center) for EOB 1030 - Place of Service Code is Invalid for Procedure CodeClaims for clinic providers were denying when billed with place of service code 24 (Ambulatory Surgical Center) for EOB 1030 - “The place of service code is invalid for procedure code.”
Claims were reprocessed by DXC on 10/27/17.
Resolved 3/16/18: Overpayment for Anesthesia Claims Anesthesia claims received on or after 3/1/17 were overpaying the full rate per minute instead of the converted unit. Each unit is 15 minutes. The Department and DXC have resolved the issue.
Claims were reprocessed by DXC on 4/20/18 and overpaid funds were recouped. Providers who are signed up for email communications were notified of the recoupment via email.
Issue resolved 3/16/18
Resolved 6/12/17: Claim Denials for Place of Service 11, 19 and 20
Claims were denying for EOB code 1030 - "The place of service code is invalid for procedure code." Place of service (POS) 11, 19 and 20 were not set up for all appropriate procedure codes.
DXC and the Department have added a large volume of codes to allow providers to use these three POS.
Issue resolved 6/12/17
Resolved 5/18/17: HCBS and DME Claims Suspending for BHO-Level Edits - EOB 3026
Some HCBS and DME claims were incorrectly suspending for BHO level edits. Providers are advised to resubmit claims that were suspended for EOB 3026.
Resolved 10/25/17: Delivery, Antepartum and Postpartum Care Claims Denied for EOB 1030 when the Place of Service (POS) is 12 (Home) Claims for procedure codes 59400, 59409, 59410, 59610, 59612, 59614, 59425, 59426, and 59430, billed with Place of Service (POS) 12 – Home, were incorrectly denying for Explanation of Benefits (EOB) 1030 - "Place of Service restriction on proc billing rule." Home births may be performed by physicians and certified nurse-midwives carrying malpractice insurance that covers home births. Affected claims were reprocessed by DXC 10/27/17.
Issue resolved 10/25/17
Resolved 10/6/17: Claims Denying for Birth Center Providers with Place of Service (POS) 25 (Birth Center) for EOB 0182 Claims with certain procedure codes for Birth Center Providers (Specialty 58 and 116) were denying when billed with POS 25 (Birth Center) for EOB 0182 – "Billing Provider Type and/or Specialty is not allowable for the service billed."
Claims were reprocessed by DXC on 10/13/17.
Issue resolved 10/6/17
Resolved 9/22/17: Claims Denials for OB Services for EOB 0260 Claims were previously denying for EOB 0260 – "The OB services are billed incorrectly. Refer to the OB billing instructions in the Provider Manual." Claims were reprocessed on 10/19/17. Issue resolved 9/22/17
Resolved 9/21/17: Claim Denials for Hysterectomy and Sterilization Services for EOBs 6700 and 0675 Claims were previously denying for certain procedure codes for hysterectomy and sterilization services.
Sterilization claims billed for the following codes were denied for EOB 6700 – "Required sterilization form is missing or incomplete. Please resubmit electronic claim with correct attachment."
For the procedure codes listed above, a process has now been implemented for sterilization services where if the provider indicates only one side was removed by using the RT/LT modifier, the modifier can be used to indicate the member is not sterile. Providers are advised to resubmit affected claims using the appropriate modifier.
For the diagnosis codes listed above, the requirement to attach a form has now been removed. These fixes will now allow claims billed for any of the codes listed above to bypass the error for which it was previously denied. Claims affected by this issue were reprocessed by DXC on 9/29/17 for dates of service from 3/1/17 to present.
Hysterectomy claims billed for the following codes were denied for EOB 0675 - "Required hysterectomy form is missing or incomplete. Please resubmit electronic claim with correct attachment."
For the procedure codes listed above, the requirement to attach a form has now been removed. This fix will now allow claims billed for any of the codes listed above to bypass the error for which it was previously denied. Claims affected by this issue were reprocessed by DXC on 9/29/17 for dates of service from 3/1/17 to present.
Issue resolved 9/21/17
Prior Authorization Revisions for Procedure Codes T2031 and T2033 Case managers are temporarily unable to revise PAR lines with codes T2031 (Alternative Care Facility) and T2033 (Supported Living Program). This may allow claims to pay higher than the approved daily rate that is listed on the PAR. This is also potentially causing the total approved dollars to be exhausted before the end of the certification period, and before all units are utilized.
The Department and DXC are aware of the issue and are working to resolve it. No action is necessary for case managers or providers at this time.
PAR Revisions for PETIs Due to ACF Daily Rate Increase The ACF daily rate for EBD clients increased by $0.72 for dates of service on or after October 1, 2017, from $51.20 to $51.92. Please be aware this rate increase does not apply to CMHS clients.
Ending the service line: As you know we have asked for PAR revisions to be completed, ending the line September 30, 2017, and beginning the new line October 1, 2017. We know that may not be possible for providers who have billed past September 30, 2017. We have informed provider agencies that they have the option to seek the higher reimbursement; if they do they will need to coordinate with you to do so.
Note that claims for all impacted dates of service must be voided by providers in order for revisions to be performed. The following steps must take place to adjust the rate and PAR:
1) Provider will contact the case manager by November 30, 2017, indicating they wish to get the higher rate. 2) Agree on the time period the case manager can complete the revision.
3) The provider will void the claims, using the instructions from the Provider Web Portal Quick Guide - Copy Adjust or Void a Claim. 4) Case manager will complete the revision of both the PAR and PETI, reflecting the correct dates and new rates. A screenshot of the work completed shall be sent to the provider. 5) Provider will rebill all impacted claims.
CMHS clients/PARs: As the CMHS rate has not been increased (CDASS exception beginning December 1, 2017), we ask that you do not perform any revisions to the PARs for all other services. If you have a new client, or must complete a CSR, the new rate will be populated for the provider. You may use the increased rate on both the PETI and PAR. The Department will notify all CMAs once we receive federal approval of the CMHS rates.
Categorical clients: In order for providers to receive the higher rate, both the PAR and PETI must be revised. The system pulls the rate from the PETI, rather than the PAR. This means you must complete a revision of the PETI and PAR for all categorical clients.
Resolved 6/12/18: Retroactive Updates to Eligibility Spans in the Bridge
The Colorado interChange was not processing some retroactive changes to a member’s eligibility span, which was contributing to issues of Home and Community Based Services (HCBS) member eligibility mismatches between the Colorado Benefits Management System (CBMS) and the Bridge.
This issue is resolved, and the Colorado interChange is receiving the changes from the CBMS eligibility system. The Bridge will reflect retroactive updates to HCBS member eligibility spans. This update will help with the finalization of HCBS Prior Authorization Requests (PARs).
Case managers should take the following steps to finalize any impacted Prior Authorizations (PAs):
There could be instances where the data in CBMS does not match the data in the Bridge. If an eligibility does not appear in the Bridge after two business days, but has been confirmed as processed by the county technicians, please email HCPF_BPA-CBMSMismatch@state.co.us with the necessary CBMS screenshots documenting member eligibility.
Although this change will help resolve PA issues, case managers are still responsible for communicating with the county regarding members’ financial and functional eligibility.
Issue resolved 6/12/18
Resolved 9/14/17: Viewing HCBS PARs in the Colorado interChange System Providers were previously unable to view a member’s Prior Authorization Request (PAR) status in the Provider Web Portal. This issue has now been resolved. The Department and DXC Technology (DXC) have implemented a system enhancement to the Colorado interChange to allow providers to view a member’s PAR status in the web portal.
Note: PARs that are visible in the web portal are finalized PARs in the interChange. PARs that are in process in the Bridge cannot be viewed through the web portal.
Please be reminded that case managers are responsible for providing necessary information about approved PARs to authorized providers. This has been the traditional process, and should continue to be followed by case managers.
Please review these additional guidelines:
Please be aware we sent an email to HCBS providers and instructed them to reach out to their case managers for information about approved MMIS PAs.
Issue resolved 9/14/17
Anesthesia Units Rounding
Current Anesthesia policy reimburses claims based on fifteen minute time units where any fractional unit of service is rounded up to the next fifteen minute increment.
The Colorado interChange is currently pricing fractional units without rounding up to the next fifteen minute increment. The Department is aware of this issue and is working on a system solution. Please continue to submit claims normally and the Department will resubmit affected claims once the issue is resolved.
Resolved 3/16/18: Overpayment for Anesthesia Claims
Anesthesia claims received on or after 3/1/17 were overpaying the full rate per minute instead of the converted unit. Each unit is 15 minutes. The Department and DXC have resolved the issue.
Resolved 8/23/17: Non-EPSDT Denials for Clinics with CRNA or Podiatrist as Rendering Providers
Clinic claims for non-EPSDT services were incorrectly denying for EOB 0678 – “Billing Provider Type and Specialty is not allowable for the Rendering Provider” when a Certified Registered Nurse Anesthetist (CRNA) or a Podiatrist was listed as the rendering provider. Clinic providers are allowed to bill non-EPSDT services for these provider types.
Claims were reprocessed by DXC on 9/1/17.
HCBS Claim Denials for Manually Priced Procedure Codes for EOB 0653 – “Claim Requires Manual Pricing. Please Attach Invoice for Medical Services” HCBS claims are suspending and then denying for the following procedure codes for EOB 0653 - “Claim requires manual pricing. Please attach invoice for medical services.” However, please note that HCBS providers are not required to submit an invoice. Once the correct rate source is identified, claims will no longer deny for manual pricing.
No action is necessary for providers at this time. Updates will be provided when the issue has been completely resolved.
How to Look Up a PAR on the Provider Web Portal
Providers can now view a member’s Prior Authorization Request (PAR) status in the Provider Web Portal. In order to look up a PAR on Web Portal, users should choose the "Care Management" option from the home page and click on "View Authorization Services." Next, users should enter the member identification number and approved PAR number into Web Portal to search for the PAR status. Providers should still be receiving PAR letters and/or PAR numbers from the case managers. Providers may also call the Provider Services Call Center (1-844-235-2387) to obtain a PAR number. PARs that are visible in the Web Portal are finalized PARs in the interChange. PARs that are in process in the Bridge cannot be viewed through the Web Portal. For more information on viewing PARs on the Web Portal, refer to the Viewing Prior Authorizations in the Portal quick guide.
Resolved 2/28/18: Claims Voided via the Provider Web Portal Denying for Atypical Providers for EOB 1960 – "No Provider Billing Indicator Found" Providers who do not use an NPI (atypical providers) were not able to successfully void a claim using the Provider Web Portal. While the portal may have displayed a message stating that the claim was successfully voided, the system was erroneously creating the claim without the billing provider ID, causing claim denials for EOB 1960 - "No Provider Billing Indicator Found. Please make sure the billing provider has been revalidated and that you are using the correct billing provider service location."
For questions, please contact Provider Services Call Center (1-844-235-2387).
Resolved 11/22/17: Specialty Code Update – Community Transition Services (CCT)
Specialty codes for Supported Living Services (SLS) populations, Elderly, Blind and Disabled (EBD), and Community Mental Health Services (CMHS) were unavailable as enrollment choices for CCT services. Previously they were only available to Brain Injury (BI). Now that this issue has been resolved, the following two specialties are available:
The H2014 procedure code still requires prior authorization. The UC modifier will still be used to indicate CCT-specific populations. Providers rendering CCT services to BI, EBD and CMHS members will need to add this specialty to their existing enrollment profile, but will not need to re-enroll. This change can be done via the Provider Web Portal in the modification tab. Providers are advised to resubmit affected claims. Issue resolved 11/22/17
Resolved 6/1/17: Denied IP/OP Claims with Mental Health or Substance Use Diagnosis - EOB 2580
Inpatient/outpatient claims using a diagnosis from a mental health diagnosis group or substance use disorder group were incorrectly denying for EOB 2580 – “The services must be billed to the HMO/PHP listed on the eligibility inquiry.”
These claims have been reprocessed.
Issue resolved 6/1/17
Resolved 7/27/17: Clinic Claim Denials for Procedure Code 97162 for Physical Therapy Evaluation
Claims for Clinic providers were incorrectly denying for procedure code 97162. These claims were denying for EOB 1381 - "No billing rule for procedure."
Claims were reprocessed by DXC on 8/4/17.
Resolved 4/16/18: Incorrect Dollar Amount for Co-Pay Deduction on Outpatient Claims for General Hospital and Dialysis Providers
General Hospital providers submitting an outpatient claim with date of service on or after 1/1/18 were experiencing a system issue where an incorrect dollar amount ($40.00) was applied as a co-pay deduction when the co-pay deduction should have been $4.00.
Dialysis Center providers submitting an outpatient claim for revenue code 429 with date of service on or after 1/1/18 were also experiencing this system issue where an incorrect dollar amount ($40.00) was applied as a co-pay deduction when the co-pay deduction should have been $4.00.
Claims were reprocessed by DXC on 5/4/18.
Issue resolved 4/16/18
DME Provider Funds Recouped in Accordance with House Bill (HB) 18-1329
In accordance with HB 18-1329, the Department must adjust claims that were paid between 1/1/18 and 4/27/18 at the old rates. On 9/7/18, DXC adjusted the claims, which resulted in recoupment of funds.
The Department will distribute supplemental payments to qualified providers within the coming weeks, following the 30-day period allowed for provider feedback on payment calculations (as described in this communication to DME providers: DME Provider Examination of Supplemental Payment Calculation in Accordance with HB 18-1329 9-13-2018).
Moving forward, the Department will not apply the outstanding accounts receivable (AR) balance to any new claim payments until after the supplemental payments have been distributed. Once the supplemental payments are released, the AR balance will then be calculated again on future Remittance Advice (RA) reports.
Supply Provider Claim Denials for Certain Procedure Codes for EOB 1178 - “Service is Not Reimbursable for Date(s) of Service” Supply provider (type 14) claims for codes E2500, E2502, E2508, E2510, K0005, K0011, K0800, K0801, K0802, K0806, K0807 and K0808 are currently denying for EOB 1178 - “Service is not reimbursable for Date(s) of Service.” The Department and DXC are working to resolve this issue. Claims will be reprocessed by DXC. Note: This issue is not to be confused with the issue resolved on 8/8/18 with a similar title. Please review the list of procedure codes under each Known Issue to determine which applies.
Resolved 8/8/18: Supply Provider Claim Denials for A9901 for EOB 1178 - "Service is Not Reimbursable for Date(s) of Service" Supply provider (type 14) claims for code A9901 were denying for EOB 1178 - "Service is not reimbursable for Date(s) of Service."
It was previously announced in the May 2018 Provider Bulletin (B18004115) that code A9901 should no longer be used for Invoice Manual Pricing, effective for date of service (DOS) 7/1/18. As of DOS 7/1/18, this is a valid denial. However, A9901 should still be payable through DOS 6/30/18, in accordance with Health First Colorado (Colorado’s Medicaid Program) policy.
Claims were reprocessed by DXC on 9/14/18.
Issue resolved 8/8/18
Resolved 8/8/18: Supply Provider Claim Denials for EOB 1178 - “Service is Not Reimbursable for Date(s) of Service” Supply provider (type 14) claims for code A4210, A4211, A9276, A9277, A9278, A9280, E0274, E0637, E0973, E1002, E2311, E2313, E2331, E2377, K0861 and L8692 were previously denying for EOB 1178 - “Service is not reimbursable for Date(s) of Service.” This issue was resolved for procedure code A9276 on 7/27/18. Claims have not yet been reprocessed for this procedure code.
This issue was resolved for procedure codes E0973, E1002, E2311, E2313, E2377 and K0861 on 8/1/18. Claims were reprocessed for these procedure codes only on 8/3/18.
This issue was resolved for procedure codes A4210, A4211, A9277, A9278, A9280, E0274, E0637, E2331 and L8692 on 8/8/18. Claims have not yet been reprocessed for these procedure codes. Issue resolved on 7/27/18, 8/3/18 and 8/8/18
Resolved 7/13/18: Medical PAR Revisions, Reconsiderations or PARs with Amended Status Not Showing Fully Approved Some PAR revisions, reconsiderations or any PAR with Amended status were not showing fully approved in the Colorado interChange. The line items of the PAR must show approved or approved with revisions in order for the claims to pay. Updates have been made in the Colorado interChange and eQ Health has resent PARs to the interChange. If providers encounter PARs that do not show fully approved, they are advised to contact eQ Health.
Claims were reprocessed by DXC in two stages on 7/6/18 and 7/13/18.
Issue resolved 7/13/18
Resolved 6/29/18: DME Claims with HCPCS codes S8120 and S8121 denying for EOB 1178
Claims for oxygen contents HCPCS S8120 and S8121 with TG modifier for members using ventilators or oxygen in nursing facilities were denying for EOB 1178 - "Service is not reimbursable for Date(s) of Service."
DXC and the Department have resolved the issue.
Claims were reprocessed by DXC 6/29/18.
Issue resolved 6/29/18
Resolved 5/25/18: DME Oxygen Rental Denials for Procedure Code E1390 with Place of Service Nursing Home Claims for DME oxygen for procedure code E1390 billed with modifier TT were denying for EOB 4211 - "Modifier is invalid for procedure code." Modifier TT should not have been billed for this procedure code after 12/31/17. Providers should have bill procedure code E1390 with modifier RR after 12/31/17; however, these claims were denying for EOB 2590 - "Bill Medicare first and complete the Medicare information fields on the claim." It is not necessary to bill Medicare for place of service 31 or 32 (Nursing home). If Place of service is 11 (home), then Medicare must be billed first.
Issue resolved 5/25/18
Resolved 5/24/18: DME Claims Denied for EOB 1691 - This Service is not Payable for the Same Date of Service as Another Service Procedures were being denied per NCCI guidelines when greater or lesser of procedures were billed on the same claim and date of service for EOB 1691 - "This service is not payable for the same date of service as another service included on the same claim, according to the National Correct Coding Initiative."
Claims were reprocessed on 5/25/18.
Issue resolved 5/24/18
Resolved 5/3/18: Claim Denials for DME Providers for EOB 1064 Claims for DME providers were denying incorrectly for EOB 1064 - "The maximum number of units allowed for this procedure code is two units per state fiscal year. You may resubmit the claim for up to the maximum allowed or submit a prior authorization request with justification of medical necessity." for procedure codes E0961, E0971, E0974, E0995, E221-E226, E2381-E2392, E2394-E2396, K0019, K0040-K0047, K0052, K0070, A5500-A5501, E607, L3001-L3003, L3010, L3020, L3030-L3031, L3040 or L3050.
The two units per fiscal year limit apply to each procedure code, not combinations of the codes. interChange was incorrectly limiting combinations of the codes listed above.
Claims were reprocessed 5/11/18 by DXC.
Issue resolved 5/3/18
Resolved 4/27/18: Over-Recoupment for Duplicate Durable Medical Equipment (DME/Supply) Provider Claims
Some DME/supply providers (provider type 14) experienced a payment issue after submitting a duplicate claim for supply services. While the Colorado interChange should have denied the duplicate claim, a system error occurred resulting in the claim being paid.
This issue was resolved on 3/14/18. When the claim was adjusted by DXC on 4/6/18 in order to recoup the amount paid for the duplicate claim, an error occurred where the amount recouped was equal to the amounts paid for both the duplicate and the original claim.
Claims were reprocessed by DXC on 4/27/18 in order to return payment for the original claim.
Issue resolved 4/27/18
Resolved 2/14/18: Providers Unable to see Prior Authorization (PA) Modifiers on the Provider Web Portal
Modifiers on the detail lines of the PA records are now viewable on the Provider Web Portal. DME providers are no longer required to contact eQHealth Solutions, the ColoradoPAR vendor, for this PA information. When providers click the Line # of the detail line in question, Web Portal now displays up to four modifiers in the Modifiers field.
Issue resolved 2/14/18
Resolved 2/9/18: Claims Denials for A9900 for EOB 2022 Claims for A9900 were denying incorrectly for EOB 2022 – "A National Correct Coding Initiative (NCCI) Medically Unlikely Edit (MUE) that sets when the units of service are billed in excess of established standards for services that a client would receive on a single date of service for a given CPCS/CPT code." The Department and DXC have resolved this issue. Claims were reprocessed by DXC 2/9/18.
Issue resolved 2/9/18
Resolved 1/26/18: Claims Not Paying for DME Providers at Correct Rate for Procedure Code E0445 with KR Modifier for EOBs 9918, 0192 or 2368 Procedure code E0445 with KR modifier was not paying at the correct rate and therefore exceeded the maximum allowable amount, which caused claim denials for one of the following EOBs: • EOB 9918 – "Pricing Adjustment - Maximum allowable fee pricing applied" for paid details where pricing was cut back • EOB 0192 – "Prior Authorization (PA) is required for this service. An approved PA was not found matching the provider, member, and service information on the claim." • EOB 2368 – "DME Rent to Own – Purchase Price Limit" for denied details Prior Authorization Request (PAR) is not required.Note: Requires Questionnaire # 6 Purchase is required after a two (2) month rental period. Total reimbursement, including rental, shall not exceed the purchase price. For members under 3 years of age only: Equipment may be rented by members for a period of up to 3 years or until age 3. However, for rental periods exceeding 2 months, purchase is required when the member reaches age 3.Rental: - RR 1 unit = 1 month - KR 1 unit = 1 day – use only for overnight or 24-hour test period use. Fee Schedule, effective 7/1/2017: E0445-KR: $49.44 Claims were reprocessed on 2/2/18. Issue resolved 1/26/18
Resolved 10/13/17: Claim Denials for DME and Physician Services for Sleep Studies with Place of Service 12 Claims were denying for sleep studies with place of service 12.
Claims were reprocessed by DXC on 10/18/17.
Issue resolved 10/13/17
Resolved 10/11/17: Medicare Crossover Claim Denials for DME Providers for Procedure Code E0443 for EOB 1178 – Service Not Reimbursable for DOS Medicare crossover claims for DME providers were denying when billed for procedure code E0443. These claims are denying for EOB 1178 – "Service is not reimbursable for Date(s) of Service."
Claims were reprocessed by DXC on 11/1/17.
Issue resolved 10/11/17
Resolved 8/18/17: Pharmacies with DME Specialty Unable to Bill Ventilators
Pharmacy provider type with the DME specialty was unable to bill ventilator codes (E0465 and E0466). Claims were denying for EOB code 0182, the billing provider type and/or specialty is not allowable for the service billed.
Issue resolved 8/18/17
Resolved 8/11/17: Claim Denials for DME Providers for EOB 2368
Claims for DME providers were denying for EOB 2368 – "DME Rent to Own - Purchase Price limit" for the following procedure codes: B9000, B9002, B9004, B9006, E0193-E0194, E0202, E0445, E0462, E0500, E0603, E0619, E0691-E0694, E0720, E0730, E0762, E0770, E0779-E0780, E0935, E1841, E2402, K0462 and S9001.
This issue was affecting Professional and Professional Crossover claims.
Claims were reprocessed by DXC on 8/18/17.
Resolved 8/3/17: Claim Suspended for EOB 2861 – No Rate on File for the Date(s) of Service Claims with the following procedure codes were suspending for EOB 2861 – "No Rate on File for the Date(s) of Service."
This issue has been resolved and claims were recycled by DXC on 8/4/17.
Procedure codes have been listed by the affected provider communities below.
DME: E0486, E0635, E0639, E0676, K0462, L8699, S0395Laboratories: 89259, 81205, 81281, 81287, 81355Physician Services: 26418, 59898, 69631, 90662, 99100, 99135, 99140, 99288, 01996, G0452, J1050, J3490, J8499, Q2039, S0316, S0613, S4993, S9083, S9088, S9141 Vision: S0590, V2702, V2790
Issue resolved 8/3/17
Resolved 4/20/17: EOB 1381 - No Billing Rule for Procedure for Prosthetics
Claims for prosthetics for podiatry services submitted with the following codes, prior to 4/20/17, were denying for EOB code 1381:
L1904, L1940, L1970, L2275, L2280, L2330, L2340, L2820, L3000, L3020, L3030, L3060, L3100, L3150, L3201, L3216, L3221, L3260, L3320, L3480, L4361, and L4396.
DXC reprocessed all affected claims on 5/10/17. Providers were previously advised that if they wished to resubmit for payment sooner they may do so.
Issue resolved 4/20/17
Resolved 1/18/18: Claim Denials for Vaccine Procedure Codes for EOB 1552 and EOB 1030
Some claims for vaccine procedure codes were denying for Explanation of Benefits (EOB) 1552 -"This procedure is age restricted. Member's age does not fall within the approved range." and EOB 1030 - "The place of service code is invalid for procedure code." The Department and DXC reviewed and assigned the appropriate place of service and age ranges.
Claims were reprocessed by DXC on 3/2/18.
Issue resolved 1/18/18
The system was denying crossover claims for services that are covered by Medicare but not Medicaid. The interChange should have reimbursed these claims based on the Medicare assigned coinsurance and deductible. Specifically, Crossover claims for FQHCs were denying when revenue code 0521 was billed to Medicare.
Resolved 7/5/17: Dollar Amount Required Where Not Applicable - Provider Types FQHC, RHC, IHS
Provider types FQHC, RHC and IHS were experiencing a Provider Web Portal issue where they were required to enter a dollar amount above $0.00, even when not applicable for the service provided. The portal did not allow for the service detail line to be itemized at $0.00. These claims were denied. Providers are advised to resubmit affected claims.
Issue resolved 7/5/17
Resolved 4/5/17: CMS 1500 Claims
There was system issue that affected the following provider types, when submitting CMS 1500 claims:
A large portion of Procedure codes were not set to pay for the provider types above. The issue was resolved 4/5/17, and providers should resubmit any denied CMS 1500 claims.
Please refer to this email for more detail.
Inpatient/outpatient claims using a diagnosis from a mental health diagnosis group or substance use disorder group were incorrectly denying for EOB 2580 – "The services must be billed to the HMO/PHP listed on the eligibility inquiry."
PAR Revisions for PETIs Due to ACF Daily Rate Increase
The ACF daily rate for EBD clients increased by $0.72 for dates of service on or after October 1, 2017, from $51.20 to $51.92. However, the increased rates may not have been paid because case managers did not have the opportunity to revise PETIs and PARs before October billing began. Please be aware this rate increase does not apply to CMHS clients.
You have the option to correct this and receive the additional $0.72 per day per client by following the steps below. Note that claims for all impacted dates of service must be voided by providers in order for PAR revisions to be performed. The steps outlined in this letter, if followed, will minimize the financial impact to your agency and to the case manager.
A copy of this message has been provided to all Single Entry Point Case Management Agencies to assure maximum cooperation across all impacted parties.
Claim Denials for PAR When an Approved PAR is On File - EOB 0192 or 5110
To understand why your claims are denying for a Prior Authorization Request (PAR) despite having an approved PAR on file, it is important to know how the Bridge system works with the Colorado interChange. The Bridge is a system used by case managers to submit Prior Authorization Requests (PARs) to the Colorado interChange. Only after a PAR is approved in the Bridge is it transmitted to the Colorado interChange. It will take at least one day after the PAR is approved in the Bridge to appear in the Colorado interChange and be available for claims processing. Once the PAR is on file in the Colorado interChange, there is no further interaction between the Bridge and the claim.
When a claim requires a PAR, the Colorado interChange will use a series of criteria to find the matching authorization. Providers do not need to indicate the PAR number on the claim. The system will automatically populate the PAR number on the claim if it finds a match. If a claim denies for a PAR despite an approved PAR being on file, it means the PAR on file does not match all the criteria that is on the claim.
If your claims have denied for either of the following EOBs despite having an approved PAR on file:
One of the following issues may apply:
Home and Community Based Services (HCBS) Post Eligibility Treatment of Income (PETI) Gross Income Modification
Currently, the gross income information in interChange and the Bridge does not always match the information contained in the Colorado Benefits Management System (CBMS). The Department and DXC are working to display all income information from CBMS on interChange with manual edit capability and to calculate the PETI Rate based on the actual income as reported by CBMS.
An estimated resolution date has yet to be determined.
Resolved 8/25/18: Resubmitted Claims for Home and Community Based Services (HCBS) Providers for Timely Filing Denying for EOB 1786 - "Date of Service Date is Out of Timely Filing" Claims that were outside 365 days, but referenced a valid previous Internal Control Number (ICN), were still being denied for EOB 1786 - "The date of service date is out of timely filing.” The Colorado interChange was previously not adjudicating the previous ICN information. Claims will be reprocessed by DXC. Issue resolved 8/25/18
Resolved 7/19/18: H2019 Claim Denials for EOB 1381 Claims for H2019 with dates of service on or after July 1, 2018, were denying for EOB 1381 - "No billing rule for procedure." The issue has been resolved.
Claims will be reprocessed by DXC on 7/27/18.
Issue resolved 7/19/18
Modifiers on the detail lines of the PA records are now viewable on the Provider Web Portal. HCBS Providers may still require additional information from case managers regarding the amount, scope, and duration of services authorized by the service plan, and should verify all information contained in the service plan before billing. In order to access this functionality, providers must have the client ID and an approved Prior Authorization ID. When providers click the Line # of the detail line in question, Web Portal now displays up to four modifiers in the Modifiers field.
Resolved 12/19/17: Claim Denials for Procedure Code S5161 for EOB 1544 – Procedure is Not Billable with Client's Benefit Plan
HCBS provider claims for procedure code S5161 were denying for Explanation of Benefits (EOB) Code 1544 – "Procedure is not billable with client’s benefit plan."
Claims were reprocessed by DXC on 12/29/17. As a reminder, please verify member eligibility as claims could still appropriately deny if the member is not eligible on the waiver plan.
Issue resolved 12/19/17
Specialty codes for Brain Injury (BI), Elderly, Blind and Disabled (EBD),and Community Mental Health Services (CMHS) are unavailable as enrollment choices for CCT services. Currently they are only available to the BI population, but should also be applicable to the EBD, CMHS and Supported Living Services (SLS) populations. DXC and the Department are working to allow the following two specialties to be available:
The H2014 procedure code will still require prior authorization. The UC modifier will still be used to indicate CCT-specific populations. Providers rendering CCT services to BI, EBD and CMHS members will need to add this specialty to their existing enrollment profile, but will not need to re-enroll. This change can be done via the Provider Web Portal in the modification tab. The Department and DXC are working to resolve the issue. Upon issue resolution, affected claims should be resubmitted.
Issue Resolved 11/22/17
Resolved 4/5/17: HCBS Duplicate Claim Payments
Some HCBS claims were allowing duplicate payments.
Duplicate logic has been corrected. Department will wait until 5/1/17 to recoup duplicate payments from providers.
Issue resolved 4/5/17
Resolved 7/13/18: Medical PAR Revisions, Reconsiderations or PARs with Amended Status Not Showing Fully Approved
Some PAR revisions, reconsiderations or any PAR with Amended status were not showing fully approved in the Colorado interChange. The line items of the PAR must show approved or approved with revisions in order for the claims to pay. Updates have been made in the Colorado interChange and eQ Health has resent PARs to the interChange. If providers encounter PARs that do not show fully approved, they are advised to contact eQ Health.
Resolved 1/8/18: Claims for Revenue Code 434 Paying at the Incorrect Rate Home health provider claims for revenue code 434 were not paying the current rate. The Department and DXC have fixed this issue.
Claims with dates of service on or after 7/1/17 were reprocessed by DXC on 1/19/18, 1/26/18 and 2/16/18. For a complete list of current rates, please refer to the Home Health Rate Schedule.
Issue resolved 1/8/18
Resolved 12/7/17: Claim Denials for Revenue Codes 270, 424, 434, 569, 583, 589 and 780 for EOB 2222 – Policy Not Currently Enforced Home health provider claims for revenue codes 270, 424, 434, 569 and 589 and Telehealth revenue codes 583 and 780 were denying for EOB 2222 – "Policy not currently enforced."
Some claims with dates of service on or before 6/30/17 were reprocessed by DXC on 12/1/17, 12/8/17, 2/16/18 and 2/23/18. Claims with dates of service on or after 7/1/17 were not affected and should have processed properly.
Issue resolved 12/7/17
Resolved 2/7/18: Claim Adjustment Denials for EOB 1977 or 1988 - Unique Provider Service Location Could Not Be Found for Other 1 NPI UB-04 claim adjustments were denying for the following EOBs, even when the Other Provider Number 1 field was filled out correctly:
EOB 1977 – "Unique Provider Service Location could not be found for Other 1 NPI – Detail"
EOB 1988 – "Unique Provider Service Location was not found for Other 2 NPI – Detail"
This issue was resolved on 2/8/18. Claims were reprocessed by DXC on 2/9/18.
However, new claims may deny correctly for these EOBs if the NPI is shared with more than one provider ID. The Department and DXC are currently researching the best work-around approach for providers to avoid these claim denials. The Department and DXC will communicate those instructions to providers as soon as possible.
Issue resolved 2/7/18 for claim adjustments only
Resolved 2/7/18: Claim Denials for EOB 2580 for Hospice Providers Some hospice claims were incorrectly denying for Explanation of Benefits (EOB) 2580 - "The services must be billed to the HMO/PHP/BHO listed on the eligibility inquiry" when the member is enrolled with Denver Health. Hospice services are not covered under Denver Health and should be billed directly to Colorado Medicaid.
Claims were reprocessed 8/17/18 by DXC.
Issue resolved 2/7/18
Resolved 11/22/17: Modification to the Source of Nursing Facility Patient Liability Data
For nursing facility and hospice claims received on or after 3/1/2017, Patient Liability was calculated using data from the Colorado Benefits Management System (CBMS). It has been determined the claim data from Value Code 31 (Patient Liability Amount) is generally more accurate; therefore, the Colorado interChange system has been updated to calculate Patient Liability using the Value Code 31 data submitted on the claim.
Nursing facility claims have been reprocessed. Affected hospice claims were also reprocessed by DXC on 3/30/18; however, many claims that were reprocessed were unable to be paid due to enrollment changes with the nursing facility National Provider Identifier (NPI). Providers are advised to resubmit any outstanding claims that may result in a higher reimbursement due to a change in patient liability.
Issue resolved 11/22/17
Resolved 5/9/17: EOBs 1970 and 1977 (Other Provider NPI) for Hospital Claims
All inpatient and outpatient claims that posted this error have been reprocessed and will appear on the 5/15/17 RA. Hospice providers may continue to receive this denial.
Issue resolved 5/9/2017
Hospital Claims Denials for Part-B Only for EOB 0103 - "This is a Duplicate Item That was Previously Processed and Paid" Claims may suspend for a possible conflict when billing for a member that has Part B only Medicare coverage. Either the claim with 11X or 12X may deny depending on when the claim was received. As a result, claims may deny for EOB 0103 - "This is a duplicate item that was previously processed and paid."
DXC and the Department are working to fix the issue.
Claim Denials for Newborn Services
Claims are denying when a male baby is receiving gender-specific services such as circumcision, and the claim is being submitted with the mother's Medicaid ID. This is due to the mother's gender not matching the baby's. This is affecting claims where the gender-specific or age-specific service is identified by either procedure or diagnosis codes.
This could be causing claims to deny for any of the following EOBs:Diagnosis/Gender related errors - 0801, 1100, 1105, 1106, 1107, 1108, 1109, 1120, 3241, 3242, 3243, 3244, 4192, 7310, 7316, 7322, 7328, 7334, 7340, 7346, 7352, 7358, 7364, 7370, 7376, 7382, 7388, 7394, 7400.Procedure/Gender related errors - 3290, 1281
If the mother and baby are together in the hospital, providers should continue to submit claims under the mother’s Medicaid ID; once either member is discharged the baby’s Medicaid ID should be used. Please note that at this time, the UK modifier cannot be used to identify that the claim is for the baby and not the mother.
DXC and the Department are reviewing this issue. An estimated resolution date has yet to be determined.
National Drug Codes Not Appearing in Provider Web Portal Search
Certain National Drug Codes (NDCs) are not appearing when using the search option in the Provider Web Portal. Due to this, providers were unable to submit their claims via the web portal.
If providers suspect a certain NDC to be unavailable in the Provider Web Portal, they are advised to take the following steps:
Resolved 7/27/18: Inpatient Hospital Claims for Diagnosis Code Z302 Paid When Billed with ICD Surgical Procedure Codes Inpatient hospital claims for diagnosis code Z302 were paid if they were billed with ICD surgical procedure codes when they should have been denied. This issue affected claims processed between 3/1/17 and 7/27/18.
Affected claims were reprocessed and payment was recouped on 8/3/18.
Issue resolved 7/27/18
Resolved 7/13/18: Outpatient Hospital Claims for Radiology and Imaging Services Billed Without TC Modifier Denying for EOB 1010 – "This Is a Duplicate Item that was Previously Processed and Paid" Outpatient hospital claims billed without the previously required technical component (TC) modifier were denying for EOB 1010 – "This is a duplicate item that was previously processed and paid" if the separate professional component claim (modifier 26) was paid first.
It was previously announced in the June 2018 Provider Bulletin (B1800417) that the TC modifier will no longer be required on outpatient institutional claims (UB-04) for procedure codes that allow a technical and professional component split. The technical component, not the global service, will be assumed for these codes when billed on the UB-04 claim.
Affected claims were reprocessed by DXC on 7/13/18.
Resolved 4/16/18: Incorrect Dollar Amount for Co-Pay Deduction on Outpatient Claims for General Hospital and Dialysis Providers General Hospital providers submitting an outpatient claim with date of service on or after 1/1/18 were experiencing a system issue where an incorrect dollar amount ($40.00) was applied as a co-pay deduction when the co-pay deduction should have been $4.00.
Resolved 3/23/18: Claim Denials for CPT Codes 92925 and 77085 for EOB 1030 with Place of Service (POS) 22 CPT 92925 was denying for EOB 1030 - "The place of service code is invalid for procedure code" when billed with POS 22 (Outpatient Hospital); however, the issue was resolved on 2/28/18. Claims for 92925 were reprocessed on 3/13/18.
Claims for CPT 77085 billed with POS 22 were also denying for EOB 1030. The Department and DXC have resolved the issue.
Claims for 77085 were reprocessed 3/23/18 by DXC.
Issue resolved 3/23/18
Resolved 3/15/18: Inpatient Claims Reimbursing Incorrectly when "To" and "From" Dates of Service are the Same Day Inpatient transfer claims were not reimbursing correctly when the "to" and "from" dates of service were the same day.
Claims were reprocessed by DXC on 4/13/18.
Issue resolved 3/15/18
Resolved 3/1/18: Inpatient Claims Denying for EOB 3891 – "The Assigned DRG is not on File" When submitted via Provider Web Portal, some inpatient hospital claims were denying or suspending incorrectly for EOB 3891 – "The assigned DRG is not on File".
Claims were reprocessed by DXC on 8/24/18.
Issue resolved 3/1/18
Resolved 1/26/18: Claim Denials for Hospital Providers Due to Admit Date
Claims for Hospital providers were denying when the admit date falls after the "from" date for any of the following EOBs: 1730, 1731, 1393, 1395, 1920, 1930 and 1702. Policy currently allows one day before the admit date to cover bundle/pre-admit services or one day after the "to" date/discharge date on Inpatient claims.
Claims were reprocessed by DXC on 2/16/18 and 2/23/18.
Issue resolved 1/26/18
Resolved 1/19/18: Inpatient Claims Denying for EOB 5340 when Billed with ICD 10 Codes Z381, Z384 and Z387 Inpatient claim billed with ICD 10 Codes Z381, Z384 and Z387 as the primary diagnosis were denying for EOB 5340 – "The principal diagnosis is invalid for DRG claims. Correct the principal diagnosis." DXC and the Department have resolved this issue so that these codes can be listed as a primary diagnosis. DXC reprocessed claims on 2/16/18. Issue resolved 1/19/18
Resolved 11/30/17: Claim Denials for Some CLIA Waived Codes
Claims for some CLIA waived codes were incorrectly denying for EOB 3660 – "The service is not within the scope of the billing provider's CLIA certification. Please update the MMIS provider records with the correct CLIA number."
DXC has made progress on this issue, and some affected claims were reprocessed by DXC 11/3/17. This issue was previously reported as resolved on 10/21/17; however, it was determined that further research was required for complete resolution of the issue. The Department and DXC completed work on the issue and DXC reprocessed the remaining affected claims on 11/30/17.
For more information on billing CLIA waived codes and the link to a complete list of codes on the CMS website, refer to the article titled "Clinical Laboratory Improvement Amendments (CLIA) System Issues Resolved" in the July 2017 Provider Bulletin.
Issue Resolved 11/30/17
Resolved 9/28/17: Claim Denials for Laboratory Codes with BHO-Covered Diagnoses - EOB 2580
Claims for laboratory codes 80047 - 89398 provided to members for the ICD-10 diagnoses listed below were incorrectly denying for Explanation of Benefits (EOB) 2580 – "The services must be billed to the HMO/PHP/BHO listed on the eligibility inquiry." These codes are not part of the BHO contract and need to be billed Fee-for-Service (FFS).
BHO MH Diagnoses Ranges
SUD Diagnoses Ranges
Start Value
End Value
F20.0
F42.3
F10.10
F10.26
F42.8
F48.1
F10.28
F10.96
F48.9
F51.03
F10.98
F13.26
F51.09
F51.12
F13.28
F13.96
F51.19
F51.9
F13.98
F18.159
F60.0
F63.9
F18.18
F18.259
F68.10
F69
F18.28
F18.959
F90.0
F99
F18.980
F19.16
R45.1
R45.2
F19.18
F19.26
R45.5
R45.82
F19.28
F19.99
Claims were reprocessed by DXC on 10/27/17 and 2/9/18.
Issue Resolved 9/28/17
Resolved 9/28/17: Hospital Provider Claim Denials for E/M Procedure Codes for EOB 2580 The Department and DXC are aware that some claims for all E/M procedure codes were denying incorrectly for hospital providers for EOB 2580. The Colorado interChange was not using diagnosis to determine BHO coverage.
Issue resolved 9/28/17
Resolved 9/28/17: Claim Denials for EOB 2580 for Hospital Providers and Members with Kaiser Access Plan The Department and DXC are aware that some claims were denying incorrectly for hospital providers for EOB 2580. The Colorado interChange was not using diagnosis to determine BHO coverage.
The Department and DXC are also aware that some claims were denying incorrectly for EOB 2580 for members with Kaiser Access plan. Kaiser does not reimburse for hospital claims and these should be billed directly to DXC.
Resolved 8/23/17: Non-EPSDT Denials for Clinics with CRNA or Podiatrist as Rendering Providers Clinic claims for non-EPSDT services were incorrectly denying for EOB 0678 – "Billing Provider Type and Specialty is not allowable for the Rendering Provider" when a Certified Registered Nurse Anesthetist (CRNA) or a Podiatrist was listed as the rendering provider. Clinic providers are allowed to bill non-EPSDT services for these provider types.
Resolved 8/18/17: Outpatient Hospital Denials for EOB 0393 - Revenue/Procedure Code Conflict Outpatient claims for Hospital – General providers with Type of Bill 13x were denying for EOB 0393 - "The revenue code and procedure code are in conflict. Please verify whether a HCPC can be used with this revenue code and ensure the procedure code is appropriate for the revenue code used."
The majority of the affected claims were submitted prior to 8/18/17 and were reprocessed by DXC on 8/25/17. Some additional claims submitted on 8/18/17 were also affected by this issue and were reprocessed by DXC on 9/1/17.
Please note that claims may still deny appropriately for this EOB for reasons not related to this issue. Claims with dates of service before 10/31/16 were not affected by this issue.
Resolved 8/2/17: Physician Services with Different Rendering Providers for Multiple Visits Claims with procedure codes 99221-99233 were denying for EOB 0010 – "The number of hospital visits exceeds the guidelines for the procedure billed" when the same service for a member was performed by different rendering providers in an outpatient setting.
Issue resolved 8/2/17
Resolved 7/17/17: Updated EAPG Schedule Settings The Colorado interChange system was not updated with the Colorado-specific Enhanced Ambulatory Patient Group (EAPG) schedule settings. Claims processed since the transition to Colorado interChange were processed under the default EAPG settings which may have resulted in inaccurate payments. All claims submitted after 7/17/17 should pay correctly.
Claims were reprocessed by DXC in stages over the course of several months, with the final round of reprocessing completed on 6/6/18.
Issue resolved 7/17/17
Resolved 7/12/17: Professional and Outpatient Claim Denials for EOB 0101 – Duplicate Service Professional and Outpatient claims were incorrectly denying for EOB 0101 – "This is a duplicate service." However, this is a valid denial in the case of duplicate laboratory codes.
Claims were reprocessed by DXC on 7/21/17.
Issue resolved 7/12/17
Resolved 5/17/17: Hospital Back Up Claims for Nursing Facilities Suspended for EOB 1340 Hospital back up claims for nursing facilities were suspending for EOB 1340 – "Reimbursement rate is not on file for provider." The rate has now been loaded and all suspended claims have been reprocessed by DXC.
Issue resolved 5/17/17
Resolved 5/9/17: EOBs 1970 and 1977 (Other Provider NPI) for Hospital Claims All inpatient and outpatient claims that posted this error have been reprocessed and will appear on the 5/15/17 RA. Hospice providers may continue to receive this denial.
Resolved 3/30/17: Outpatient Duplicate Claim Payments Some outpatient claims were allowing duplicate payments. Duplicate logic has been corrected. Department will wait until 5/1/17 to recoup duplicate payments from providers.
Issue resolved 3/30/17
Resolved 3/19/17: Accommodation Units for Babies Claims were suspending for Edit 3033 (Inpatient Units/Covered/Non-Covered Days Conflict). Providers billed the mom’s and baby’s accommodation units correctly and also submitted the Value Code 80 Covered Days accurately. However, the calculation for EOB 3033 was not excluding the baby’s accommodation units as it should.
Affected claims have been recycled by DXC. No further action required.
Issue resolved 3/19/17
Resolved 3/13/17: Out-of-State EAPG Rates Incorrect EAPG rates were loading for out-of-state providers.
Issue resolved 3/13/17
Resolved 3/9/17: Inpatient Claims Not Paying Outlier Days After the transition to the new Colorado interChange system outlier days were not calculated for payment. This issue was resolved on 3/9/17 however, inpatient claims that were originally processed between 3/1/17 and 3/9/17 may not have paid the outlier days.
Providers are advised to resubmit the affected claims.
Issue resolved 3/9/17
Resolved 7/13/18: Claims Billed for the Professional Component for Radiology and Imaging Services Denying for EOB 1010 – "This Is a Duplicate Item that was Previously Processed and Paid" Professional claims billed with modifier 26 may have denied for EOB 1010 – "This is a duplicate item that was previously processed and paid" if the separate hospital claim (modifier TC) was paid first.
Resolved 3/30/17: Outpatient Duplicate Claim Payments
Some outpatient claims were allowing duplicate payments. Duplicate logic has been corrected. Department will wait until 5/1/17 to recoup duplicate payments from providers.
Resolved 6/7/17: Suspended Claims Due to Manual Pricing for Hepatitis B Vaccine (90746)
Claims with procedure code 90746 were suspended for EOB 0653.
Claims were reprocessed by DXC on 6/15/17.
Issue resolved 6/7/17
Previously Paid Physical and Occupational Therapy Claims Adjustments Denying for EOB 2305 - "Occupational Therapy and Physical Therapy Services Limited to a Maximum of 48 Units"
DXC and the Department initiated a mass adjustment for claims for the Fiscal Year 2017-2018 rate updates. Claims were incorrectly denied for EOB 2305 – “Occupational therapy and physical therapy services limited to a maximum of 48 units.” In the Colorado interChange, if an adjustment denies, it retracts the original paid claim.
This issue has been resolved for adjusted claims billed prior to 8/3/18, and these adjustments were reprocessed by DXC on 8/3/18.
The Department and DXC are continuing to work on a long-term resolution for this issue to address adjusted claims billed on or after 8/3/18. While the initial issue affected only DXC-initiated adjustments, after 8/3/18, this issue affects only some provider-submitted adjustments. Not all provider-submitted adjustments are affected by this issue.
Resolved 8/9/18: Claim Denials for 90791, 90832, 90834, 90837, 90846, 90847 and 90792 for EOB 0182
Claims for procedure codes 90791, 90832, 90834, 90837, 90846, 90847 and 90792 were denying for EOB 0182 - "Billing Provider Type and/or Specialty is not allowable for the service billed."
Issue resolved 8/9/18
Resolved 7/31/18: Claims for Circumcision Procedure Code Denying for EOB 3280 – "Client’s Age is Invalid for this Procedure Code"
Claim detail lines billed for CPT code 54161 were denying for EOB 3280 – "The client’s age is invalid for this procedure code. Verify the client’s birth date/procedure code." Per program policy, there is no age restriction for this circumcision procedure code. A Prior Authorization is required.
Claims were reprocessed by DXC on 8/3/18.
Issue resolved 7/31/18
Resolved 7/19/18: Physical and Occupational Therapy Claims Paying $0.00 Some physical and occupational therapy claims were paying $0.00.
Claims were reprocessed by DXC on 9/7/18, which resulted in payment or valid claim denials.
Some PAR revisions, reconsiderations or any PAR with Amended status were not showing fully approved in the Colorado interChange. The line items of the PAR must show approved or approved with revisions in order for the claims to pay.
Updates have been made in the Colorado interChange and eQ Health has resent PARs to the interChange. If providers encounter PARs that do not show fully approved, they are advised to contact eQ Health.
Resolved 3/23/18: Claim Denials for CPT Codes 92925 and 77085 for EOB 1030 with Place of Service (POS) 22
CPT 92925 was denying for EOB 1030 - "The place of service code is invalid for procedure code" when billed with POS 22 (Outpatient Hospital); however, the issue was resolved on 2/28/18. Claims for 92925 were reprocessed on 3/13/18.
Resolved 1/12/18: Claims Denying for CPT 81025 for EOB 1030 with Place of Service (POS) Code 71 (State/Local Health Clinic)
CPT 81025 was denying for EOB 1030 - "The place of service code is invalid for procedure code" when billed with POS 71 (State/Local Health Clinic). This procedure code is separate from vaccine procedure codes denying for EOB 1030 (see separate Known Issue "Claim Denials for Vaccine Procedure Codes for EOB 1552 and EOB 1030").
Claims were reprocessed by DXC on 1/19/18.
Issue resolved 1/12/18
Resolved 10/25/17: Delivery, Antepartum and Postpartum Care Claims Denied for EOB 1030 when the Place of Service (POS) is 12 (Home)
Claims for procedure codes 59400, 59409, 59410, 59610, 59612, 59614, 59425, 59426, and 59430, billed with Place of Service (POS) 12 – Home, were incorrectly denying for Explanation of Benefits (EOB) 1030 - "Place of Service restriction on proc billing rule." Home births may be performed by physicians and certified nurse-midwives carrying malpractice insurance that covers home births.
Affected claims were reprocessed by DXC 10/27/17.
Resolved 7/17/17: Claims Denials for Provider Type 25 for EOB 0182
Claims for Provider Type 25 - Non-Physician Practitioner Group were denying for some services that should have been allowed for this provider type. These claims were denying for EOB 0182 – "Billing Provider Type and/or Specialty is not allowable for the service billed."
Claims were reprocessed by DXC on 7/26/17.
Resolved 1/26/18: Claims for Nursing Facility Providers Denying or Suspending for EOB 1930 - "The Covered/Non-Covered Days are Missing or Invalid" Claims for nursing facility providers were denying or suspending for EOB 1930 - "The covered/non-covered days are missing or invalid. Enter/Correct the number of covered/non-covered days." Claims were reprocessed by DXC on 1/26/18. Issue resolved 1/26/18
Resolved 12/13/17: Incorrect Claim Payments for Nursing Facility Providers on Crossover Claims Part A crossovers were paying the full coinsurance and deductible instead of using the "lower of" pricing logic. Part B crossovers were paying at zero when they should have paid the coinsurance and deductible.
Claims were reprocessed by DXC in three stages. The first stage of claims reprocessing occurred on 12/15/17. The second stage of claims reprocessing occurred on 12/22/17. The third and final stage of claims reprocessing occurred on 12/29/17. All affected claims have now been reprocessed.
Issue resolved 12/13/17
Resolved 11/22/17: Modification to the Source of Nursing Facility Patient Liability Data For nursing facility claims received on or after 3/1/2017, Patient Liability was calculated using data from the Colorado Benefits Management System (CBMS). It has been determined the claim data from Value Code 31 (Patient Liability Amount) is generally more accurate; therefore, the Colorado interChange system has been updated to calculate Patient Liability using the Value Code 31 data submitted on the claim.
The first stage of claims reprocessing occurred on 12/8/17. The second stage of claims reprocessing occurred on 12/15/17.
Resolved 11/1/17: Nursing Facility and ICF/IID Provider Claim Denials When Room and Board Billed on Same Dates as Therapy for EOB 0101 – Duplicate Service
Claims for nursing facility provider types 20 and 21 were denying for EOB 0101 – "This is a duplicate service" when room and board (inpatient – revenue code 100 series) were billed on the same dates as therapy (outpatient – revenue code 400 series).
Affected claims were reprocessed by DXC on 11/3/17.
Issue resolved 11/1/17
Resolved 5/17/17: PETI PARs
Providers were experiencing an issue where they were unable to submit PETI PARs due to the member information not populating the page as expected.
A workaround was provided while DXC was working on the fix.
Resolved 5/17/17: Member Not Found During Claims Submission
Some providers were receiving a "Member not found" error message when trying to submit a claim. A workaround was provided while DXC was working on the fix.
Resolved 5/17/17: Hospital Back Up Claims for Nursing Facilities Suspended for EOB 1340
Hospital back up claims for nursing facilities were suspending for EOB 1340 – "Reimbursement rate is not on file for provider." The rate has now been loaded and all suspended claims have been reprocessed by DXC. Issue resolved 5/17/17
Resolved 3/17/17: Nursing Facility Patient Liability Deduction
Nursing Home Patient Liability was incorrectly deducted. System was using patient liability from CBMS to auto deduct when a claim goes through. However, instead of deducting the liability amount once for the month, it deducted every time a claim was submitted.
Patient liability now deducting correctly. Claims where patient liability was incorrectly deducted were adjusted by DXC on 3/17/17.
Claims for Occupational Therapy Denying for EOB 1599 – "Rendering Provider Type and/or Specialty is Not Allowable for the Service Billed" Claims for procedure code 92526 are denying for EOB 1599 - "Rendering Provider Type and/or Specialty is not allowable for the service billed" when billed with either the following provider type combinations:
Resolved 3/7/18: Habilitative Therapy Claims Denying for SZ Modifier and/or CPT 97532 and Suspending for Procedure Code G0515 Habilitative therapy claims for CPT 97532 for dates of service after 12/31/17 will deny for either or both of the following EOBs: • EOB 3261 - "The procedure code currently is not a benefit for date of service billed. Refer to the CPT or the HCPCS listing for valid procedure codes." • EOB 3181 - "The procedure code is invalid for date of service. Correct the procedure code. Refer to the CPT or the HCPCS listing for valid procedure codes." This is due to CPT 97532 being replaced by procedure code G0515, effective 1/1/18. This code was part of the HCPCS 2018 annual update, and HCPCS 2018 procedure codes and the billing rules were loaded into the Colorado interChange system on 3/7/18. Therefore, claims billed for procedure code G0515 will no longer suspend for EOB 0000 - "This claim/service is pending for program review."
Habilitative therapy claims with the SZ modifier for dates of service after 12/31/17 will deny for any of the following EOBs, depending on the position the modifier is in: • EOB 3170 - "The first modifier code is invalid for date of service. Read the procedure description. Refer to the Provider Manual, Help Screens, CPT or HCPCS for a listing of valid modifiers." • EOB 3171 - "The second modifier code is invalid for date of service. Read the procedure description. Refer to the Provider Manual, Help Screens, CPT or HCPCS for a list of valid modifiers." • EOB 1127 - "The third modifier code is invalid for date of service. Read the procedure description. Refer to the Provider Manual, Help Screens, CPT or HCPCS for a listing of valid modifiers." • EOB 1514 - "The fourth modifier code is invalid for date of service. Read the procedure description. Refer to the Provider Manual, Help Screens, CPT or HCPCS for a list."
This is due to the SZ modifier being replaced by the 96 modifier, effective 1/1/18. Claims billed with the 96 modifier were denying for EOB 0504 – "There is no PA on file for the procedure with the billed modifier. Check the approved PA and verify the procedure and modifier." These claims were reprocessed on 3/9/18.
The Department is working on a solution to address PARs that cross from 2017 to 2018 for the SZ modifier or CPT 97532. Providers are advised to call eQHealth Solutions for further direction on revising current authorizations to reflect the new codes for dates of service in 2018.
Issue resolved on 3/7/18
Modifiers on the detail lines of the PA records are now viewable on the Provider Web Portal. Physical and Occupational Therapy providers are no longer required to contact eQHealth Solutions, the ColoradoPAR vendor, for this PA information. When providers click the Line # of the detail line in question, Web Portal now displays up to four modifiers in the Modifiers field.
Physical and Occupational Therapy Units Displayed in the Provider Web Portal
The Provider Web Portal displays physical and occupational therapy (PT/OT) total dollars and service units "used" from claims processed in the Colorado interChange system only (claims processed on or after 3/1/17). Dollars and service units used in the legacy MMIS system are not calculated into the amount displayed on the web portal, however, they are still counted towards limits when claims are adjudicated. The amounts displayed on the portal may not reflect the total amount of units the member has used.
Behavioral Therapy (Provider Type 84) Claims with Place of Service (POS) 12 Denying for EOB 0182 and/or EOB 1030
Behavioral therapy (provider type 84) claims billed with POS 12 are denying for one or both of the following EOBs:
The Department and DXC are working to resolve the issue.
Resolved 6/6/18: Behavioral Therapy Provider Claim Denials for EOB 0678 – "Billing Provider Type and Specialty Not Allowable for Rendering Provider" Claims were denying for Behavioral Therapist providers for EOB 0678 – "Billing Provider Type and Specialty is not allowable for the Rendering Provider" when: o the billing provider type on the claim was 25 with a rendering provider type of 84; OR o the billing provider type on the claim was 83 with a rendering provider type of 24 These provider type combinations should be allowable per program policy.
Claims were reprocessed on 6/15/18.
Issue resolved 6/6/18
Resolved 10/26/17: Pediatric Behavioral Therapy Claims Suspended or Denied for Duplicate, for Procedure Code H0046, Modifier TJ
Pediatric Behavioral Therapy claims billed with both procedure codes H0046 (without modifier TJ) and H0046 (with modifier TJ) were incorrectly denying when both procedure codes were billed for the same day for EOB 0101 – "This is a duplicate service."
Claims were reprocessed on 11/3.
Issue resolved 10/26/17
Resolved 10/18/17: Claims Denying for Behavioral Therapy Providers with EOB 2580 when the Member is Enrolled in a Managed Care Organization
Claims for procedure codes H0046 and T1024 for members who may be enrolled in a managed care organization were incorrectly denying for Explanation of Benefits (EOB) 2580 - "The services must be billed to the HMO/PHP/BHO listed on the eligibility inquiry." The new behavioral therapy codes were not excluded from managed care lists. Claims for members who are not enrolled in a managed care plan were not affected.
Issue Resolved 10/18/17
Resolved 9/18/17: Pediatric Behavioral Therapy Providers
Claims for Behavioral Therapy Procedure Codes T1024 and H0046 were suspending for Prior Authorization Request (PAR) Requirement. Until the PARs are converted from the old codes to the new codes, the PAR requirement has been temporarily lifted to allow claims to process. Providers are still responsible for obtaining authorization for new service plans with the new codes. Providers are also responsible to only provide services up to the allowed units on the old codes.
Resolved 9/18/17
Resolved 5/1/17: Incarceration Indicator on Member Eligibility
Some members were incorrectly showing as "incarcerated" in the Colorado interChange system. This issue was fixed, but in some very limited cases, members may still be listed incorrectly as incarcerated in the system.
Pharmacists should call Magellan at 1-800-424-5725 to confirm whether the system is incorrectly showing someone as incarcerated.
Resolved 3/7/18: Habilitative Therapy Claims Denying for SZ Modifier and/or CPT 97532 and Suspending for Procedure Code G0515 Habilitative therapy claims for CPT 97532 for dates of service after 12/31/17 will deny for either or both of the following EOBs:• EOB 3261 - "The procedure code currently is not a benefit for date of service billed. Refer to the CPT or the HCPCS listing for valid procedure codes."• EOB 3181 - "The procedure code is invalid for date of service. Correct the procedure code. Refer to the CPT or the HCPCS listing for valid procedure codes." This is due to CPT 97532 being replaced by procedure code G0515, effective 1/1/18. This code was part of the HCPCS 2018 annual update, and HCPCS 2018 procedure codes and the billing rules were loaded into the Colorado interChange system on 3/7/18. Therefore, claims billed for procedure code G0515 will no longer suspend for EOB 0000 - "This claim/service is pending for program review."
Habilitative therapy claims with the SZ modifier for dates of service after 12/31/17 will deny for any of the following EOBs, depending on the position the modifier is in:• EOB 3170 - "The first modifier code is invalid for date of service. Read the procedure description. Refer to the Provider Manual, Help Screens, CPT or HCPCS for a listing of valid modifiers."• EOB 3171 - "The second modifier code is invalid for date of service. Read the procedure description. Refer to the Provider Manual, Help Screens, CPT or HCPCS for a list of valid modifiers."• EOB 1127 - "The third modifier code is invalid for date of service. Read the procedure description. Refer to the Provider Manual, Help Screens, CPT or HCPCS for a listing of valid modifiers."• EOB 1514 - "The fourth modifier code is invalid for date of service. Read the procedure description. Refer to the Provider Manual, Help Screens, CPT or HCPCS for a list."
2/14/18: Providers Unable to see Prior Authorization (PA) Modifiers on the Provider Web Portal
Issue resolved 7/27/17
Claim Suspends for HCPCS Codes for EOB 0000 – “The Claim/Service is Pending for Program Review"
This is causing claims to suspend for EOB 0000 – “The Claim/Service is Pending for Program Review."
Procedure codes Q9991, Q9992, Q9993, Q9994, Q9995, Q5105 and Q5106 are HCPCS updates effective July 1, 2018. Procedure codes Q5103, Q5104 and C9466 are HCPCS updates effective April 1, 2018. The Department and DXC are currently working on getting the rates loaded into the Colorado interChange system for these HCPCS codes.
Resolved 8/9/18: Claims Denials for 90791, 90832, 90834, 90837, 90846, 90847 and 90792 for EOB 0182
Resolved 7/18/18: Claim Denials for Clinic Procedure Code 88341 for EOB 1381 Clinic claims for procedure code 88341 billed with modifier 26 and Place of Service (POS) 21 were denying for EOB 1381 – "No billing rule for procedure." Claims were reprocessed 7/27/18 by DXC.
Issue resolved 7/18/18
Resolved 7/6/18: Claim Denials for Injections Procedure Codes Q9985, Q9986, Q9989, C9485 and C9489 for EOB 3180 – Procedure Code is Invalid Claims for procedure codes C9485, C9489, Q9985, Q9986 and Q9989 were previously denied for EOB 3180 – "The procedure code is invalid. Correct the procedure code. Refer to the CPT or the HCPCS listing for valid procedure codes." Please see below for the resolution and reprocessing status of each procedure code affected by this issue:
Resolved 5/31/18: Claim Denials for Procedure Code J2704 for EOB 1381 Claims with procedure code J2704 were denying for EOB 1381 – " No billing rule for procedure."
Claims were reprocessed 7/6/18 by DXC.
Issue was resolved 5/31/18
Resolved 5/24/18: Claim Denials for Laboratory Codes for EOB 2580 Some claims for procedure codes 80047-89398 were incorrectly denying for EOB 2580 – "The services must be billed to the HMO/PHP/BHO listed on the eligibility inquiry." Claims were reprocessed by DXC 5/25/18. Issue resolved 5/24/18
Resolved 4/27/18: Claim Denials for Speech Therapy Procedure Code 92508 for EOB 1030 or 1599 Claims where the billing provider was either type 16 (Clinic - Practitioner) or 48 (Rehabilitation Agency) and the rendering provider was type 27 (Speech Therapist - Individual) were incorrectly denying for speech therapy procedure code 92508 for EOB 1030 - "The place of service code is invalid for procedure code" or EOB 1599 - "Rendering Provider Type and/or Specialty is not allowable for the service billed."
Some claims were reprocessed by DXC on 5/4/18. The remainder of the affected claims were reprocessed by DXC on 5/11/18.
Clinic Claim Denials for Procedure Code 46220 for EOB 1381 - "No Billing Rule for Procedure" Clinic claims with procedure code 46220 are denying for EOB 1381 – "No Billing Rule for Procedure."
DXC and the Department are working to resolve the issue. Claims will be reprocessed by DXC.
Resolved 4/25/18: Claim Denials for Speech Therapy Procedure Code 92507 for EOB 1030 or 1599 Claims where the billing provider is either type 16 (Clinic - Practitioner) or 48 (Rehabilitation Agency) and the rendering provider is type 27 (Speech Therapist - Individual) were incorrectly denying for speech therapy procedure code 92507 for EOB 1030 - "The place of service code is invalid for procedure code" or EOB 1599 - "Rendering Provider Type and/or Specialty is not allowable for the service billed."
Issue resolved 4/25/18
Resolved 3/23/18: Claim Denials for Clinics/Physician Services for Procedure Code 78071 for EOB 1381 – "No Billing Rule for Procedure"
Professional claims billed for procedure code 78071 were denying for EOB 1381 – "No Billing Rule for Procedure."
Claims were reprocessed by DXC on 3/26/18.
Resolved 3/22/18: Claim Denials for Clinic/Practitioner Providers for Procedure Code 62304 for EOB 1381 or 1030
Claims billed for procedure code 62304 with place of service (POS) 11, 19, 20, 21, 22, 23, 24 or 81 were denying for EOB 1381 – "No billing rule for procedure" or EOB 1030 – "The place of service code is invalid for procedure code. Correct the place of service code. Refer to the Provider Manual or Help Screens for valid place of service codes."
Affected claims were reprocessed by DXC on 3/23/18.
Issue resolved 3/22/18
Resolved 3/16/18: Claim Denials for Clinic/Practitioner Providers for Procedure Code 44970 for EOB 1030 – Place of Service Code Invalid for Procedure Code
Claims billed for procedure code 44970 with place of service (POS) 23 were denying for EOB 1030 – "The place of service code is invalid for procedure code. Correct the place of service code. Refer to the Provider Manual or Help Screens for valid place of service codes."
Resolved 3/15/18: Incorrect Radiology and Imaging Rates Listed on Fee Schedule
The technical and professional fees for radiology and imaging codes billed with the TC and 26 modifiers were incorrect on the HCPCS Rate Updates Information and Resources fee schedule and in Colorado interChange.
Claims were reprocessed on 4/6/18 and 4/13/18 by DXC.
Resolved 2/23/18: Claims Denying for Vision Providers for Codes V2025, V2626 and 92015 Vision providers claims were denying for V2025, V2626 for EOB 1381 - "No billing rule for procedure"
92015 was denying for EOB 3280 - "The client’s age is invalid for this procedure code. Verify the client’s birth date/procedure code."
Claims were reprocessed by DXC on 3/30/18.
Issue resolved 2/23/18
Resolved 1/19/18: Claims Denying for Procedure Code J2407 for EOB 1178 - "Service is not Reimbursable for Date(s) of Service" Claims were denying for procedure code J2407 for EOB 1178 - "Service is not reimbursable for Date(s) of Service." Claims were reprocessed on 1/26/18. Issue resolved 1/19/18
Resolved 1/12/18: Claims Denying for CPT 81025 for EOB 1030 with Place of Service (POS) Code 71 (State/Local Health Clinic) CPT 81025 was denying for EOB 1030 - "The place of service code is invalid for procedure code" when billed with POS 71 (State/Local Health Clinic). This procedure code is separate from vaccine procedure codes denying for EOB 1030 (see separate Known Issue "Claim Denials for Vaccine Procedure Codes for EOB 1552 and EOB 1030").
Resolved 12/23/17: Claim Denials for Injection Procedure Codes Q2050 and Q5101 for EOB 0182 Claims were denying for clinic providers when billed for procedure codes Q2050 and Q5101 for EOB 0182 – "Billing Provider Type and/or Specialty is not allowable for the service billed."
Claims for procedure code Q2050 with dates of service (DOS) 1/1/17 – 1/10/18 were reprocessed by DXC in two stages, with the first occurring on 11/2/17, and the second occurring on 2/22/18.
Claims for procedure code Q5101 with DOS 10/1/16 – 12/22/17 were reprocessed by DXC in two stages, with the first occurring on 11/2/17, and the second occurring on 1/11/18.
Issue resolved for Q2050 on 1/10/18
Issue resolved for Q5101 on 12/23/17
Resolved 12/22/17: Women’s Health/Family Planning Claims Denying for Q9984 (Kyleena) for EOB 3180 Procedure code Q9984 (Kyleena) was not being processed for payment. This was causing claim denials for EOB 3180 – "The procedure code is invalid. Correct the procedure code. Refer to the CPT or the HCPCS listing for valid procedure codes." This procedure code is part of the quarterly HCPCS update. The Department and DXC are currently working on getting the quarterly HCPCS update codes loaded into the Colorado interChange system.
Claims were reprocessed by DXC on 1/5/18.
Issue resolved 12/22/17
Resolved 10/26/17: Claims Denying for Clinic Providers with Place of Service Code 24 (Ambulatory Surgical Center) for EOB 1030 - Place of Service Code is Invalid for Procedure Code Claims for clinic providers were denying when billed with place of service code 24 (Ambulatory Surgical Center) for EOB 1030 - "The place of service code is invalid for procedure code."
Resolved 10/7/17: Multi-Surgery Claims Suspending for Clinic Providers for EOB 0110 – No Additional Benefit for this Service Multi-surgery claims for clinic providers were suspending for EOB code EOB 0110 - "There is no additional benefit for this service. Payment for this procedure was included in the payment for the primary procedure."
This issue was affecting claims with multiple lines of surgical codes as well as multiple surgery modifiers: bilateral procedures (modifier 50), assistant surgeon (modifier 80) and co-surgeon (modifier 62).
Providers were previously advised to continue to submit multiple surgery claims as usual.
Some affected claims were processed on 10/7/17. Claims processing will continue to occur over the next several weeks until all affected claims have been processed.
Issue resolved 10/7/17
Resolved 9/27/17: Physician and Clinic Provider Claims Denied for Procedure Code J9301 for EOB 1381 – No Billing Rule for Procedure Claims for physician and clinic providers were denying for procedure code J9301 for EOB 1381 – "No billing rule for procedure."
Claims were reprocessed by DXC on 9/29/17.
Issue resolved 9/27/17
Resolved 9/27/2017: Claims Denials for Procedure Code 64615 for EOB 1381 Some claims for procedure code 64615 were denying incorrectly for EOB 1381 – "No billing rule for procedure." The procedure code is covered by Health First Colorado for the Physician and /or Clinic Provider Type.
Affected claims were reprocessed 9/29/17.
Resolved 8/23/17: Physician and Osteopath Billing Providers Unable to Enter CLIA Information There was no field available for Physician and Osteopath providers to input CLIA information. This applied to both the initial enrollment as well as enrollment updates on the Provider Web Portal. As a result, claims may have denied for EOB 3660 – "The service is not within the scope of the billing provider’s CLIA certification; Please update the MMIS provider records with the correct CLIA number." Providers are now able to update the CLIA information. Individuals within a group do not need to enter a CLIA.
Resolved 8/18/17: Claim Denials for Physician Services for PAR Requirement Claims for physician services were denying for a Prior Authorization Request (PAR) requirement when billed for any of the following codes: 19370, 19371, 19350, 19380, 19357. PARs are not required for these services.
Claims were reprocessed by DXC on 9/7/17.
Resolved 8/18/17: Claim Denials for Clinic Providers for Procedure Code 99406 for EOB 1381 Claims for clinic providers were denying for procedure code 99406 for smoking cessation. These claims were denying for EOB 1381 - "No billing rule for procedure." Clinic providers are allowed to bill for this code even if the member is not pregnant.
Resolved 8/11/17: Clinic Claim Denials for EOB 0030 - Same Day Well Child and Sick Child Visit Clinic claims were denying when a well child visit and a sick child visit had been billed for the same day. These claims were denying for EOB 0030 – "EPSDT services are not a benefit with office visits."
Procedure codes 99201 – 99215 with modifier 25 should be allowable against procedures codes 96360-96361, 99381-99385, 99391-99395 regardless of modifiers. Procedure codes 96360-96361, 99381-99385, 99391-99395 regardless of modifiers should be allowable against procedures 99201-99215 with modifier 25.
Resolved 8/10/17: Claim Denials for Radiology Clinic Providers Radiology providers enrolled as Type 16 – CLINIC were receiving claim denials when submitting claims with the CPT codes in the 70000 range resulting in EOB 1381 – "No billing rule for procedure."
Issue resolved 8/10/17
Procedure codes have been listed by the affected provider communities below: DME: E0486, E0635, E0639, E0676, K0462, L8699, S0395 Laboratories: 89259, 81205, 81281, 81287, 81355 Physician Services: 26418, 59898, 69631, 90662, 99100, 99135, 99140, 99288, 01996, G0452, J1050, J3490, J8499, Q2039, S0316, S0613, S4993, S9083, S9088, S9141 Vision: S0590, V2702, V2790
Resolved 7/27/17: Clinic Claim Denials for Procedure Code 97162 for Physical Therapy Evaluation Claims for Clinic providers were incorrectly denying for procedure code 97162. These claims were denying for EOB 1381 - "No billing rule for procedure."
Resolved 7/20/17: Claim Denials for Procedure Code J3121 for EOB 1381 Claims for Clinic and Non-Physician Practitioner Group providers were incorrectly denying for procedure code J3121. These claims were denying for EOB 1381 - "No billing rule for procedure."
Issue resolved 7/20/17
Resolved 7/20/17: Clinic Claims Not Deducting Co-Pays Co-pays on claims billed by clinic providers were not being deducted appropriately.
This issue was resolved in three parts, with the first fix occurring on 7/12/17, and the remaining two fixes occurring on 7/20/17.
DXC reprocessed affected claims and recouped funds in several stages, on dates 8/25, 9/1, 9/8, 9/15 and 9/22.
Issue resolved 7/12/17, 7/20/17
Resolved 7/13/17: Provider Web Portal Error – Not Allowing Duplicate ICD Procedures on a Claim A Provider Web Portal error message was displaying when a provider attempted to add duplicate ICD surgical procedures on an Institutional claim, even if the dates of the procedure were different. The error message stated, "Surgical Procedure Code already exists in the list."
Providers were previously advised that if they have a batch biller they could submit claims via batch.
Resolved 7/5/17: Provider Web Portal Issue - Vaccines for Children When submitting a service detail line for a vaccine in the Provider Web Portal, providers were required to enter a dollar amount even though vaccines should not require this amount.
In addition, there was an existing known issue where the NDC for the DTaP vaccine was is not available in the Provider Web Portal.
As a workaround until the issue was resolved, providers were instructed to submit a vaccine detail line or a detail line that contains the NDC for DTaP via paper or batch claim.
Resolved 6/15/17: Clinic Claim Denials for Procedure Code J9267 - EOB 1381 Procedure code J9267 was denying for EOB 1381 – "no billing rule for procedure". Claims were reprocessed by DXC on 7/10/17.
Issue resolved 6/15/17
Resolved 3/31/17: Vaccines for Children Overpaying For CPT 90686, system was paying the admin and Flu vaccine. The vaccine should pay at zero. System will no longer pay vaccine incorrectly. Adjustment to recoup not yet scheduled.
Issue resolved 3/31/17
Resolved 3/23/18: Claim Denials for Procedure Codes 11042, 11720, 11721, 11740, 20550, 20551, 97597, and G0127 for EOB 1030 with Place of Service (POS) 12, 13, 14 or 33 Procedure codes 11042, 11720, 11721, 11740, 20550, 20551, 97597, and G0127 were denying for EOB 1030 - "The place of service code is invalid for procedure code. Correct the place of service code" when billed with POS codes 12, 13, 14 or 33. The Department and DXC have resolved this issue. Claims were reprocessed by DXC on 3/23/18. Issue resolved 3/23/18
Clinic claims for non-EPSDT services were incorrectly denying for EOB 0678 – "Billing Provider Type and Specialty is not allowable for the Rendering Provider" when a Certified Registered Nurse Anesthetist (CRNA) or a Podiatrist was listed as the rendering provider. Clinic providers are allowed to bill non-EPSDT services for these provider types.
Claims for Occupational Therapy Denying for EOB 1599 – "Rendering Provider Type and/or Specialty is Not Allowable for the Service Billed"
Claims for procedure code 92526 are denying for EOB 1599 - "Rendering Provider Type and/or Specialty is not allowable for the service billed" when billed with either the following provider type combinations:
Resolved 7/25/18: Speech Therapy Claims for Procedure Codes 92507 and 97532 Denying for EOB 1512 – "The Procedure Code/Modifier Combination is Not Payable for the Date of Service" Speech therapy claims billed for procedure codes 92507 and 97532 with or without the GN or GP modifiers were denying for EOB 1512 – "The Procedure Code/Modifier Combination is Not Payable for the Date of Service."
Providers should not bill modifier GT as a workaround to this issue unless it is the appropriate modifier based on program policy.
Issue resolved 7/23/18
Resolved Issue 8/28/17: Claims Denials for Provider Type 48 for EOB 0182 - Rehab Agency
Rehab Agency claims were denying for some services that should be allowed for this provider type. These claims were denying for EOB 0182 – "Billing Provider Type and/or Specialty is not allowable for the service billed."
Claims were reprocessed by DXC on 8/30/17.
Issue resolved 8/28/17.
Resolved 8/11/17: Clinic Claim Denials for EOB 0030 - Same Day Well Child and Sick Child Visit
Clinic claims were denying when a well child visit and a sick child visit had been billed for the same day. These claims were denying for EOB 0030 – "EPSDT services are not a benefit with office visits."
Claims were reprocessed by DXC 3/2/18.
Issue resolved 7/5/17.
Speech Therapy Claims for Procedure Code 92523 Denying for EOB 0182 – "Billing Provider Type and/or Specialty is Not Allowable for the Service Billed"
If a speech therapist type 27 is both the billing and the rendering provider on the claim, procedure code 92523 is currently denying for EOB 0182 – "Billing Provider Type and/or Specialty is not allowable for the service billed." The code is currently only configured correctly for organizations (group) numbers to bill the code. The individual provider type will be added to the Colorado interChange so the claims can be processed.
Issue resolved 7/25/18
Resolved 8/28/17: EOB 0182 for Rehab Agency/Therapy Claims
Procedure codes 97161 through 97168 were not added to the clinic billing contract for Non-Physician Practitioner Group and Rehab Agency provider types, and the practitioner billing contract for Physical Therapist and Occupational Therapist provider types.
This was causing claim denials for EOB code 0182.
All denied claims since January 1, 2017, when the codes were opened, were reprocessed by DXC on 8/30/17.
Resolved 1/25/18: Claim Denials Non-Emergent Medical Transportation (NEMT) Procedure Codes A0431, A0430 and A0140 for EOB 1030 - "Place of Service Code is Invalid for Procedure Code" Claims were denied for NEMT procedure codes A0430 and A0431 when billed with place of service (POS) 42 for EOB 1030 - "The place of service code is invalid for procedure code. Correct the place of service code. Refer to the Provider Manual or Help Screens for valid place of service codes."
Claims were denied for NEMT procedure code A0140 when billed with POS 41 for EOB 1030 - "The place of service code is invalid for procedure code. Correct the place of service code. Refer to the Provider Manual or Help Screens for valid place of service codes."
Claims were reprocessed by DXC on 2/2/18.
Issue resolved 1/25/18
Resolved 9/14/17: Claim Denials for Non-Emergent Medical Transportation Providers for EOB 4000 – Member Has Other Insurance
Claims for Non-Emergent Medical Transportation Providers were denying for EOB 4000 – "The member has other insurance. Bill the charges to the other insurance before billing Medicaid. Complete the other insurance payment information fields on the claim and retain a copy of the explanation of benefits."
Claims were reprocessed by DXC on 9/22/17.
Resolved 4/17/17: NEMT Providers Termed
On Friday 4/14, many NEMT providers were incorrectly terminated and were either unable to log onto the web portal and/or received incorrectly denied claims.
Issue resolved 4/17/17, please refer to this email for more detail.
Resolved 6/14/18: Claim Denials for Eye Surgery Codes 66982 & 66984 for EOB 0101 or 1010
Claims for eye surgery procedure code 66984 were denying for EOB 0101 – "This is a duplicate service." or EOB 1010 – "This is a duplicate item that was previously processed and paid." when:
Claims for 66982 billed with modifier 54 were also denying for EOB 0101 or EOB 1010; however, the issue was resolved for 66982 on 12/10/17.
Claims for both 66982 and 66984 were reprocessed by DXC on 6/15/18.
Issue resolved 6/14/18
Resolved 1/11/18: Vision Claims Denying for EOB 3280 – "The client’s age is invalid for this procedure code"
Vision claims billed with the 55 modifier were incorrectly denying for EOB 3280 - "The clients age is invalid for this procedure code. Verify the clients birth date."
Claims were reprocessed on 1/19/18.
Issue resolved on 1/11/18
Resolved 7/3/17: Claim Denials for Contact Lens Service Codes for EOB 0192 - PA Required
Claims for the following HCPCS/CPT service codes were denying incorrectly for EOB 0192 – "Prior Authorization (PA) is required for this service. An approved PA was not found matching the provider, member, and service information on the claim." This is was due to a system error, as these codes do not require a prior authorization. This issue was primarily affecting Physician and Optician provider types.
Providers were previously instructed to submit claims as necessary in order to meet the requirements for timely filing.
Providers are now advised to resubmit affected claims.
Issue resolved 7/3/17
Resolved 5/12/17: Optician Claims for Vision Supplies Denying for EOB 0653
Claims for vision supplies, like eye glasses, were denying due to missing vision codes for EOB 0653 – requires manual pricing. These codes were loaded on 5/5/17 and claims were reprocessed by DXC on 5/12/17.
Issue resolved 5/12/17
10/25/17: Delivery, Antepartum and Postpartum Care Claims Denied for EOB 1030 when the Place of Service (POS) is 12 (Home) Claims for procedure codes 59400, 59409, 59410, 59610, 59612, 59614, 59425, 59426, and 59430, billed with Place of Service (POS) 12 – Home, were incorrectly denying for Explanation of Benefits (EOB) 1030 - "Place of Service restriction on proc billing rule." Home births may be performed by physicians and certified nurse-midwives carrying malpractice insurance that covers home births. Affected claims were reprocessed by DXC 10/27/17.
Resolved 8/18/17: Women’s Health Family Planning Claims J7297 and J7302 Denying - EOB 1178 Procedure codes J7297 (Liletta) and J7302 (Mirena) were not being processed for payment. This was affecting obstetrics claims returning EOB 1178 – "Service not reimbursable for DOS (dates of service)."
Both procedure codes were part of the 2016 HCPCS update, which was completed on 7/12/17.
Procedure code J7302 (Mirena) is not a valid procedure code after 12/31/2015. Procedure code J7298 should be used in its place.
The issue pertaining to J7302 (Mirena) was resolved on 7/12/17 and the affected claims were reprocessed by DXC on 7/14/17.
The issue pertaining to J7297 (Liletta) was resolved on 8/18/17. Providers are advised to resubmit affected claims for J7297 (Liletta).
Issue resolved 7/12/17 (J7302 – Mirena) Issue resolved 8/18/17 (J7297 – Liletta)
