Occasionally, Gentu might be unsuccessful in transmitting a claim.
If Gentu is unable to send a claim, you will be able to open Claims Control and see an Error notification appear in the Sent column corresponding to that claim.
To view further details, click on the Error notification. Gentu will take you to a new page and show you the errors which prevented the claim from sending.
After fixing the errors, you can resubmit the claim from this window by clicking Resend Claim.
What causes a Send Error?
There can be a number of causes: a Medicare server outage, general network connectivity issues in your Gentu environment, or as in most cases, an incorrect or missing detail on the claim itself.
Once you have addressed the issue preventing the claim from sending, you can click the Error notification shown in Claims Control, and then press the Resend Claim button to resend this claim.
Private health fund claims will be re-sent immediately. Bulk Bill & DVA claims will be returned to the batch queue for sending at 10pm.
There are a number of possible errors which can occur to stop a claim from sending. Below are some examples. Note that this list is not exhaustive.
A report for this claim has not been found on the Medicare servers for 14 or more days...
This particular error is unique because it occurs after Gentu has successfully sent the claim. This error occurs when Gentu does not receive the claim's processing report from Medicare within the expected 14 day (2 week) time period.
After 14 days have passed without receiving a report, Gentu will present you with this error. As the error text clearly states, you must contact Medicare before resubmitting the claim.
Medicare will be able to tell you if the claim was received or not. It is very important to confirm whether Medicare received the claim: occasionally it can occur that Medicare delivers the processing report after the 14 day waiting period has ended. If you resubmit a claim which is currently being processed by Medicare, this will result in the duplicate claim being rejected with a "Benefit has previously been paid for this service" rejection and you will be required to manually receipt the claim.
If Medicare states they never received the claim you can resubmit it by pressing the Resubmit button.
If Medicare states they have received the claim; then it is recommended that you request a manual statement of payment from Medicare, and once received, manually receipt the claim via Financials > Organisational Remittance.
Please note that Gentu Support cannot access Medicare's claims database. It is therefore highly recommended that you contact Medicare in the first instance to confirm receipt of the claim, as this will consistently be the advice provided by the Gentu Support team in order to fix this error.
> Invalid format for data item
This is a generic, catch-all message which indicates that the claim is missing certain data elements required to process the claim. In the absence of a more specific error, you'll need to open the invoice(s) in question and confirm that all details have been entered correctly - such as the referring doctor, the service date and time, the site of service, and so on, as described above.
If you receive an "Invalid format for data item" error, it is recommended that you check all of the following details:
- Are the patient's/account holder's details entered correctly (Surname, first name, DOB, Medicare card number)?
- Is there an unusual, non-alphanumeric character or symbol in the patient's Surname or First Name - for example brackets, hyphens, asterisks or punctuation marks?
- Are the patient's referral details correct, including the starting date and duration?
- Is the referring doctor's provider number entered correctly within the Address Book?
- Are all dates entered correctly and complete, such as the item service date on the invoice, and the patient's referral detail dates and DOB?
> VeteranFileNum is an invalid value
This error refers specifically to DVA patients, who need to have a valid DVA number and associated details entered into their Patient Details tab. Ensure that each patient's DVA number is correct, and that the name on their DVA card is listed correctly. Clicking Verify may correctly update the name on the card if the other details are listed correctly. Once you have confirmed the details for each patient, re-send the claim.
> At least one service in the voucher must have a non zero charge amount
As the error states, at least one item on a claim must have a fee above $0. Amend the invoice to reflect the correct fee, then re-send the claim.
> Claimant first name, family name, date of birth, claimant Medicare card number and reference number must be supplied(...)
This error suggests that at least one required element of the patient's personal information is missing, preventing Gentu from sending the claim. Once you have updated the patient's information you can resend the claim.
> Date supplied too old
This error normally indicates that a patient has an incorrect Date of Birth which implies the patient is extremely old (usually pre-1900CE). Please check that all dates of birth are correct, update where necessary, and resubmit.
> Communication Error. Check that you have a current internet session. For further assistance contact the Medicare eBusiness Service Centre.
This is a communication error which is usually caused by a Medicare service outage. When Gentu is unable to send the claim at all after several attempts, it will return this error message. Simply select Resend Claim to retransmit.