Troubleshooting Resolving Unresolvable Visits in Electronic Visit Verification/Visit Verification Process

Issue:

You may encounter an issue in Visit Verification where visits remain unresolvable because they are stuck in the verification process, potentially impacting your payroll or other processes.

Key points:

Visits will remain unresolvable due to missing reason codes or incorrect associations between reasons and resolutions.

Solution:

Resolve unresolvable visits in Visit Verification by enabling the correct reason codes and associating them with the appropriate resolutions.

1. Identify the unresolved visits

Go to the Visit Verification section and locate the visits that failed verification. These visits will show an error indicating the need for acknowledgment or a reason.

2. Enable the correct reason code

• Navigate to Accounting Settings > Visit Verification Reasons and Resolutions.
• Use the filters to locate the disabled reason code.
• If the option to enable the reason code is greyed out, select the dropdown next to the Edit option and click Enable.

3. Associate the reason with the correct resolution

• After enabling the reason code, click on the Associations tab.
• Use the filters to find the association between the reason code and the correct resolution.
• If an association does not exist, add a new association by linking the reason code with the resolution code.

4. Verify and reprocess the visits

• Once the association is correctly configured, return to the Visit Verification section.
• Re-run the failed visits through the verification process to apply the updated reason and resolution.

5. Confirm resolution

Check that the visits are now acknowledged and no longer appear in the failed verification list. If the visits have been successfully processed, the issue is resolved.

For more detailed guidance, please review the following articles: How do I configure VV reasons and resolutions? and How do I create rule sets and link them to service codes, payors and branches?