Please use this page as a resource to find the solutions to the most frequently asked questions (FAQ's) or problems regarding:
PROCESSING OF HEALTHCARE TRANSACTIONS
TOPICS CONTAINED IN THIS SUPPORT SECTION
Carrier currently not responding, please resubmit later
California Medi-Cal returns "Invalid Card Issue Date"
How to do a California Medi-Cal SHARE OF COST transaction
Health Plan response message says "PROVIDER ID INVALID OR NOT ON FILE"
MEDICARE transaction response says "PASSWORD REVOKED"
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After running an eligibility, the SPOTCHECK response reads “Carrier currently not responding, please resubmit later.”
SOLUTION
This means that the Insurance payor that was selected is currently unavailable. Try and run the transaction again a short time later and if the insurance payor is still not responding then call the SPOTCHECK help desk at 800-233-7768 to report the problem. Please leave your direct contact number so that when we have confirmation that the payor is available we can contact you.
After running an eligibility, the SPOTCHECK response reads “Host Unavailable.”
SOLUTION
This means that the Insurance payor that was selected is currently unavailable. Try and run the transaction again a short time later and if the insurance payor is still not responding then call the SPOTCHECK help desk at 800-233-7768 to report the problem. Please leave your direct contact number so that when we have confirmation that the payor is available we can contact you.
California Medi-Cal returns a message saying, “Invalid card Issue Date.”
SOLUTION
Depending on the SPOTCHECK service you are using there are two different solutions.
SPOTCHECK POS
This usually means that the date stored on SPOTCHECK is wrong. In performing California Medi-Cal eligibility you must either enter the "Card Issue Date" on the Medi-Cal card, or "Today's Date". In the Medi-Cal transaction at the terminal prompt for the Card Issue Date, if you press the "enter" key at that point you are using the date as stored on the POS terminal. To make sure the POS terminal has the correct date perform the following steps:
Step 1. On the "Welcome to SPOTCHECK" main menu screen look a the bottom line of the LCD display for the date.
Step 2. If the date is incorrect then press the "4" key (Set Up)
Step 3. Press the "1" key (Date/Time)
Step 4. Enter the correct date in a MMDDCCYY format. Then press enter.
Step 5. Enter the correct time in HHMMSS. Then press enter.
TIP: The time is to be entered in "military" time. So for 2:15pm enter 141500.
Step 6. Press the clear key to return to the main menu.
SPOTCHECK INTERNET
In performing California Medi-Cal eligibility you must either enter the "Card Issue Date" on the Medi-Cal card, or "Today's Date". And if you enter "today's" date then the date of service must also be "today. On the Internet entry form, there are two sections that may be used to verify the eligibility. On the top section all you need to enter is the patient ID number and date of birth. The date fields both default to "today's" date. In the bottom section you may enter the "actual" card issue date and a date of service. Make sure the actual card issue date is correct when you enter the date fields
TIP: The actual card issue date should be entered in the format of MMDDYY. The service date should be entered in the format of MMDDCCYY.
How to process a California Medi-Cal SHARE OF COST transaction
TIP: This transaction is only available on the SPOTCHECK POS terminal, not the Internet.
SOLUTION
Follow these steps to process a Share of Cost transaction.
Step 1. Run a Medi-Cal eligibility verification on the patient. At the bottom of the receipt it will state the "SOC" that the patient needs to meet.
Step 2. Then run the eligibility a second time, but this time when the menu on the screen reads screen reads:
ELIG=1 SHAR=2 RESV=3
press the 2 key for Share of Cost.
Step 3. Follow the instructions and enter the amount you wish to apply to their Share of Cost.
Health plan eligibility response says "PROVIDER ID IS INVALID OR NOT ON FILE".
SOLUTION
This means that the provider ID has changed or has not been enrolled and set up for this health plan. For assistance you will need to call the SPOTCHECK Help Desk during regular business hours at 800-233-7768.
Medicare transaction response says "PASSWORD REVOKED".
SOLUTION
This means that the Medicare password has changed or expired. For assistance you will need to call the SPOTCHECK Help Desk during regular business hours at 800-233-7768.
