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Cannot Send Eligibility Request - Status 500

Updated

Description

If an office cannot send an eligibility request, this guide will help you fix it.

 

Background

To send an eligibility request you should be going into Insurance. Then right click on the insurance plan and select 'Send Eligibility Request.' If the request does not go through you should see a toaster message in the top left corner of the screen which reads 'Unable to load Eligibility Request/ Status: 500.'

Seeing this message typically means the eligibility was not setup correctly for this office. Follow the below steps to confirm and correct this.

 

Steps to Follow

Using Hero Instance Portal (HIP) you can verify that the office has the section for Electronic Claims turned on to send through Change Healthcare and the Eligibility Name is entered.
 

  1. Log into https://curve.curvehero.com/hip/main/instances/
  2. Enter the database name for the office in the search field.
  3. Select the office.
  4. Verify that there is an entry for the "Eligibility Name" and then note it down.

Pull up the Change HealthCare Dental Connect for Vendors (formerly known as VCSS).

  1. In VCSS go to Product Setup.
  2. From the drop down select Customer Search.
  3. In the User ID field enter the Eligibility Name you pulled from HIP.
  4. Click Search.
  • If the office does not have an eligibility entry for either of these then you will need to send an email to implementtion@curvedental.com and CC Gary Burke.
  • In the email, provide the office name, database name, and a description that their eligibility request's are not going through and ask that we please confirm everything was setup for the database.
  • You should receive a confirmation shortly or by the end of the day confirming whether or not the setup was complete.
  • If the IC confirms that the setup was completed and the office is still getting this error, then we need to escalate a ticket to development.
  • If the setup was not complete and the IC was able to get it entered then call the office and ensure that sending an eligibility request no longer generates an error.

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    Additional Information

    Using Hero Instance Portal (HIP) you can verify that the office has the section for Electronic Claims turned on to send through Change Healthcare and the Eligibility Name is entered.
    1. Log into https://curve.curvehero.com/hip/main/instances/
    2. Enter the database name for the office in the search field.
    3. Select the office.
    4. Verify that there is an entry for the "Eligibility Name" and then note it down.
    Pull up the Change HealthCare Dental Connect for Vendors (formerly known as VCSS).
    1. In VCSS go to Product Setup.
    2. From the drop down select Customer Search.
    3. In the User ID field enter the Eligibility Name you pulled from HIP.
    4. Click Search.
  • If the office does not have an eligibility entry for either of these then you will need to send an email to implementtion@curvedental.com and CC Gary Burke.
  • In the email, provide the office name, database name, and a description that their eligibility request's are not going through and ask that we please confirm everything was setup for the database.
  • You should receive a confirmation shortly or by the end of the day confirming whether or not the setup was complete.
  • If the IC confirms that the setup was completed and the office is still getting this error, then we need to escalate a ticket to development.
  • If the setup was not complete and the IC was able to get it entered then call the office and ensure that sending an eligibility request no longer generates an error.

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