Missing / Misrouted ERA (Kareo)

Re-Routing ERA Files to Kareo PM

Overview

PMB billing team will identify where ERA’s are misrouted or missing and depending on size will either submit a request to have the ERA rerouted or will have the payment team post manually. All files will be transferred using SFTP file transfer. All ERA’s must be located in Waystar to submit to RCM Help Desk for assistance.

If you identify that enrollment for a particular payer was never initiated, please follow the Enrollment Add On ticket process to submit an add on enrollment request. 

Large ERA’s (>20 encounters)

If encounter count per ERA is >20 the team will submit a request to have the ERA rerouted to Kareo PM for auto posting. Billing team will send initial request for missing/ misrouted ERA to RCM Help Desk for validation with the following details:

 Note: Please submit a request to helpme@hpiinc.com if the ERA is for a different practice.

Account Details

• Account Name:

• Practice Name:

• EIN/TIN or Doc Site ID:

• NPI:

Check Details

• Payer Name:

• Payer ID:

• Check Number:

• Check Date:

• Check Amount:

• Date received at Clearinghouse:

**You may copy and paste the template above multiple times in a single email if the practice is the same***

Small ERA’s (<20 encounters)

If <20 encounters on the ERA, please download a copy of the ERA and ensure claims / patients belong to the practice.

Then upload to Kareo PM as EOB for payment team to post manually.

RCM Help Desk Process:

The RCM Help Desk Team will submit request to Kareo using hpisupport@kareo.com who will research internally and locate ERA file.

Kareo will then upload a copy of the file to HPI via SFTP and BPA will then review and validate PCN’s to ensure data matches.

Once HPI has validated that the Kareo copy matches the ERA in Waystar the BPA will then send confirmation and approval to Kareo (also via SFTP) to push the ERA into the PM system for auto posting.

Kareo will then reroute the ERA within 4 business hours of approval.

BPA will respond to email from Kareo support to close the loop with Kareo for the completed task.

How to set up SFTP for Health Prime (for BPA's ONLY)

**STOP ** If you are not a BPA for PMB/HPI do not proceed to install this on your computer.

1. Download FileZilla using this link: https://filehippo.com/download_filezilla/

2. Login using the following:

   1. Host: Sftp://sftp.hpiinc.com

   2. Username: Kareo

   3. Password: K@r30#p$1

3. Once server is connected you will double click on the folder you would like to use:

   1. PMB will use the folder “Download from Kareo”

   2. Kareo will use “Upload to PMB” folder

4. Select file from computer and click arrow to Upload

 

Once uploaded you will see files on the right:

 

You can track successful transfers at the bottom left corner.

Also, to download right click on the files name from the same box and click download. The file will appear in the left and on your computer in the C:drive Temp folder