FAQ's for Eligibility AI
Updated
by Anna Braga
General Eligibility Connect FAQs
How do I sign up for Eligibility AI?
Eligibility AI needs to be added to your account before you will be able to access the platform and run eligibility checks. Please reach out to our sales team at 1-800-576-6412 ext. 455 to discuss the details.
What are the benefits of Eligibility AI?
The major benefit to the enhanced eligibility is that it connects directly to the insurance company's portal to pull benefit and eligibility information. It then uses AI to format that information into an easy to read and searchable list across multiple insurance companies. This means that when you come into the office, you already have the benefit information for all the patients you will see that day in one spot.
What information do I need to use Eligibility AI?
Each appointment requires basic information about the patient and subscriber such as name, date of birth, and insurance details. In order to run most enhanced eligibility checks, you will also need the username and password you use to to login to the various insurance company's portals online.
Can I change how many days before an appointment a check is run?
Yes, you can! Simply navigate to the "Administration" section of the Eligibility AI platform. In the "Schedule Settings" tab, you will be able to change the number of days before an appointment the checks will be run, and at what time. We recommend you let the checks run overnight and 5 days before the appointment.
How long does a check take to run?
Most eligibility checks will run overnight to ensure when you come into the office each morning, your full schedule for that day is complete and ready for you to review. For appointments which are entered same day or which you decide to run a manual check on, the check takes around 5 minutes to complete. Some appointments can take up to 30 minutes, however, you can track the progress in the daily huddle under the "status" column.
How do I setup Eligibility AI to connect to my practice management software?
Connecting to your PMS will be handled by our implementations team during onboarding. If further assistance is required after the initial setup, please reach out to DentalXChange's support team at 1-800-576-6412 ext. 452.
Checking Eligibility FAQs
How do I run an enhanced eligibility check?
The Eligibility AI platform was designed around appointments. To run an eligibility check, you will need to either create an appointment manually on the platform, export your appointments to a .csv file and upload them from your Practice Management Software, or connect the platform directly to your appointment book via the PMS connector. Once your appointments are added, the eligibility checks will run automatically up to 10 days before the appointment.
Can I add new appointments the day of for walk-ins or cancellations?
Yes, if you have Eligibility AI synced with your Practice Management Software, simply add the appointment to your schedule and it will sync within 5 minutes and automatically run the check. You can also create an appointment manually in Eligibility AI and the check will start running right away.
How do I view the patient's benefits once the check has been run?
You can do this from the "Daily Huddle" page. You will see all patients listed for the appointment date you have selected. Simply click on their name to be taken to the "Patient Overview" page for them, and navigate to the "Coverages" tab. You can also check out our detailed article on reviewing benefits.
Do I have to stay logged in to the Eligibility AI platform for it to run checks?
No, you do not. Checks are run in the background, as long as you have the schedule set and the correct payer credentials added, it will run the checks for you – logged in or not.
Common Errors & Issues
For a more comprehensive list of common errors and troubleshooting steps, please review the article below:
My patients status says "Missing Data."
Click on the "Eye" action button to see what data is missing for the appointment. If the appointment was created in your Practice Management Software, simply add the missing information there and wait 5 minutes for Eligibility AI to re-sync. If you entered the appointment manually, click on the "Pad and Pencil" action button and add the missing information.
My patients status says "Error."
Eligibility AI will state what "Error" it ran into. Click on the "Eye" action button to view the error details. Most errors come from incorrect payer credentials and/or patient/subscriber information, and will state as such. However, some errors are generated from a system issue, and will resolve themselves after some time.
I updated information in my Practice Management Software but it doesn't show on Eligibility AI.
After you update information in your Practice Management Software, it can take up to 5 minutes to sync into Eligibility AI. If the eligibility check has already run, you may see a refresh icon next to the patients name on the daily huddle. To re-run the eligibility check with the updated information, simply click the re-run eligibility button under Eligibility Logs.
The page I am on has been reloading for a while and nothing has shown up.
Sometimes the Eligibility AI platform gets stuck reloading a page. Simply click the refresh button at the top of your browser or log out then back in to resolve this.
Do I need to install any software on my workstations?
No, the only software is the Eligibility Sync Connector, and that only would be installed on the server machine if you have a Practice Management Software that supports schedule book sync.
