The below article briefly answers the most frequently asked questions our Support Team receives regarding Medicare in Genie.
Before you begin
For general enquiries about the Medicare options in Genie, please refer to the Medicare section of our Knowledgebase.
If you can't find an answer to your question below or elsewhere on the Knowledgebase, please contact Genie Support who would be happy to assist.
If you have just set Genie up on a new computer you may receive the following prompt when trying to bill to Medicare or DVA:
If you are receiving this alert on a new machine then you will just need to install HIC Online using the instructions in the Setting Up HIC Online article.
If you are getting this alert on a computer that allowed you to send claims previously, please upload your HIC Online Logs for Genie Support to review. Please then contact our Support Team who can provide instructions on how to proceed.
Claims will always show in the New Transmission window if they have been addressed to the Medicare or DVA Account Holder AND have an outstanding balance. If these claims no longer need to be sent using the online transmission system, you can stop the claims popping up in the New Transmission window using the instructions below:
Claim is paid
If the claim has already been paid you will simply need to apply the payment to the invoice. This can be done by noting down the invoice number in the Account History, closing the window, and navigating to Billing > Receipt by Invoice Number.
Enter the invoice number into the window that appears and click OK. You will receive a receipting window where you can apply the payment as normal. If the payment was received on another date, please ensure you enter the appropriate date at the top.
You can also receipt using the options in our Receipting article.
Claim will not be paid
If the claim is not going to be paid, you can simply credit off the amount owing. To do this, open the Account History for the patient and select the appropriate invoice. Slow double click in the Credit column and type in the amount you wish to credit. This will need to be done for each of the items on the invoice that you do not wish to transmit. Genie will prompt you to put in a reason for your credit.
For more information on Bad Debts, please refer to our Bad Debts article.
Claim is being paid by patient
If the claim is no longer being sent to Medicare/DVA and the patient is now responsible for the balance, you will need to change the Account Holder for the invoice. To do this, open the patient's Account History and select the invoice on the left hand side. Once highlighted click the Change Account Holder button at the top of the screen.
You will receive a Change Details window as below. Simply select Change Account Holder, and search for the new person you wish to assign the invoice to.
Claim is being sent manually
If the claim is now being sent manually, you will need to include it in a Manual Batch to stop it appearing in the New Transmission window.
To do this, navigate to File > Maintenance and Reports > Daily. Select the Manual Batching icon.
In the new window, select New Batch
You will then receive the following window:
Select Medicare, DVA or Other at the top. Choose your provider, site of service and give the Batch a number. If you need to select only particular items to keep in the claim, use the Remove/Keep Highlighted buttons. When you're happy with the batch select Save.
For more information on Manual Batching, please refer to our Manual Batching article.
Occasionally Medicare/DVA will ask you to resend a claim. This may be because they haven't received it or there was information missing. To do this, simply navigate to File > Maintenance and Reports > Daily and select the Bulk Bill/DVA Transmission option.
Locate the claim you wish to resend and double click to view.
If you are certain you want to delete this claim, click the Delete button at the bottom. Please do this with caution as once a claim has been deleted, it cannot be restored.
You will receive the following confirmation prompt:
Once deleted your claims should then reappear in your New Transmission window ready to send.
If you have already created an invoice for a patient but forgot to send the patient claim at the time, it is still possible to send this through to Medicare/DVA. To do this, navigate to the patient's Account History and select the appropriate invoice on the left.
Click to highlight the items in the invoice that you wish to include in the patient claim. If there are multiple items hold down Shift and click to select multiple.
Once you've highlighted your items, select the Create Patient Claim button at the top of the Account History window.
Patient Claims are kept between the patient and Medicare/DVA. This means that even if you send the claim electronically, you won't receive any information in Genie about whether the claim has been rejected or accepted. To confirm the processing of the claim, you will need to contact Medicare/DVA directly, or discuss with the patient.
If you have claims sitting in Ready to Receipt but the paid and claimed amounts do not match, it is likely that the exceptions have not been dealt with appropriately. In this case, select Retrieve Reports at the top of the screen and you will be prompted as to whether you want to retrieve the reports again.
Select Re-retrieve and your claim should return to the Exceptions to Review window. You will need to work through the exceptions again until all have been dealt with. Once all exceptions have been dealt with the claim should move to Ready to Receipt.
If the paid and claimed amounts still do not match, please contact Genie Support to look into this for you.
If your batch is sitting in Ready to Receipt with a paid amount but the claimed amount is $0, it is likely that the items have been deleted from the batch. To confirm this, navigate to the patient's Account History and confirm whether the invoice is still there.
If it is, select the related invoice. Double click on the item to open the item profile.
If the Batch No is blank, it likely indicates that this item has never been transmitted to Medicare/DVA through the online claiming channel. This is possibly because the original invoice was sent through but then deleted and recreated.
If you are unsure how to proceed with this claim, please contact Genie Support who can provide further instructions.
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