Occasionally, a situation may require you to hold an appointment that wasn't proactively scheduled and added to your Appointment dashboard in your provider portal. To ensure the session's information is logged and you can invoice the time spent with the client, you can submit a claim for an "unlisted" appointment.
Key Takeaways
Invoices for past unlisted appointments must be created and submitted within two weeks of the service date. These unlisted invoices require the correct appointment date and start and end times to qualify for submission.
Only invoices that successfully pass the insurance benefit check will be accepted for insurance clients. However, you can submit crisis appointments regardless of eligibility, which must be coded accordingly.
If you are facing unusual circumstances, such as an emergency or a technical error that caused your invoices to expire, please contact the Support Team using the Help Widget in your portal.
Before you begin
Deadlines
Invoices for past unlisted appointments must be created and submitted within two weeks of the service date. This policy ensures clients are billed promptly and are not subject to unexpected charges.
Expired appointments
Please refrain from using the unlisted appointments feature to generate invoices for expired appointments. If you submit an invoice with incorrect date(s) of service, our claim edits department will need to void the current claim and resubmit it with the correct date. This complex and cumbersome process delays payouts and affects timely client billing, resulting in an unfavorable client experience.
Technical issues
If you are facing unusual circumstances, such as an emergency or a technical error that caused your invoices to expire, please contact the Support Team using the Help Widget in your portal. An agent will help you resolve the issue.
Insurance considerations
Insurance eligibility check
When you submit an unlisted invoice, the automated insurance eligibility checker will verify the client's insurance coverage to prevent claim denials. Only invoices that pass this insurance benefits check will be accepted. If the check returns the insurance as ineligible, you will receive a warning message and suggested next steps.
We recommend using our Cost Estimator tool to verify a client's insurance when needed. Clients can update their insurance directly in the Client Portal or by speaking to a Client Billing support representative through the Help Widget.
Crisis sessions
Crisis appointments can be submitted regardless of eligibility. A crisis code will be required when submitting the invoice.
Create an invoice
To create an invoice for an unlisted (e.g., emergency) appointment:
Navigate to Appointments via the sidebar navigation.
Select Add > Create an Invoice in the top-right.
In the dropdown menu, search or scroll down and select the 'Submit a claim for an unlisted appointment' option.
Complete all the required information, including the client's name, date, appointment start and end times, appointment notes, and Submit the invoice.