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We have had an issue occurring across all our location with multiple users.
Users may or may not retrieve daily charges, and NOT approve them (such as when a note is unsigned), yet in the next day or two the charges will show up with statuses of Approved and Approve Failed. There has not been a change in staffing or workflows at each location.
To troubleshoot we only retrieved charges for three days and did not approve any ticket at all. Six tickets had status changes. Activity Log shows various activity from the user that retrieved the charges.
Has anyone else had this issue? Initially we only noticed the ones that went to Approve Failed, but now we are finding some are getting Approved without review and oversight of the charges/dx codes.
Our billing manager tried to submit to GE, but was told it is user error and we are not following recommended workflow of only retrieving charges by opening the ticket individually (vs. check boxes on list of charges and using the Retrieve Charges button). However, this is the workflow for one of the locations and it is happening there as well. The rest of us do retrieve charges in a list, though do not approve tickets from the list view.
Posted : February 26, 2018 8:27 am
