FAQ



How do I enter a co-payment?

If you miss the opportunity to enter the copay immediately after entering your procedures and charges, it is possible to enter the copay in the Payments section. This process is very specific in order to post correctly and score correctly. See page 88. 


Why is my access key code not working??

Don't worry, it does, it is just being mistyped.

Try the letter oh O as the number zero 0, and the letter eye I as also letter L and number one 1.


Patient Courtney Salmon, how do I correct her box 24x errors?


First, make sure you are using the Corrections document for this patient as the secondary EOBs have been updated (EOBs have also pasted below) in the ClaimGear Case Study Workbook only.

Second, by this time, you have mistyped the EOBs when entering the information in tab 3 EOB Posting, which also creates negative transfers and/or credits that contributes to your scoring errors.

Third, delete the secondary EOB with the specific date with error, which means deleting the Zeba entries Payment and Adjustments. Also delete ALL transfers and credits listed at the bottom. Deletions can only be done in tab 6 Transaction Maintenance. There is a very specific step sequence to the deletion process. See these instructions located in your Student User’s Manual and also below.

Fourth, now you must reenter the secondary EOB (or both EOBs, depending on what you deleted). To enter EOBs, go to tab 3 EOB Posting, click Add, create the Zeba payment posting, and be sure to make sure the Payment By is changed to say Zeba! Save your EOB and rescore.

Last, these instructions also apply to Salmon and any primary EOB errors. The process is the same.









Why are my patients missing?

Aahh!! You log into ClaimGear to discover the patients you entered the day before are missing! The good news is losing patient data is impossible in ClaimGear, so do not sweat it. You have simply logged into a different assignment database, whether you know it or not.  Log out of ClaimGear and open up and log in to the SIM. You will see a list of all your assignments. You will see a two-person icon, when you click on it the Patient Listing report will display. This is the easiest way to determine if that assignment has any data entered in it, either the report has information or it is blank. Once you choose which assignment has the data, click to turn its clear ball to green. Now log into ClaimGear and continue with your assignment.    


West Point "Charge Not Found" Errors

Baffled why you have these Charge Not Found errors? If you Find the patient claim(s) in Claims that have this error, you will notice there are multiple claims for this patient. Always be sure to refer to the Patient Listing page in the workbook at the beginning of the chapter, and locate the 3rd column Claims. The number of claims required per patient indicates how many claims the student needs to generate ("ADD") within ClaimGear for the patient. Please notice the claims required for this West Point assignment is just one per patient. This means you need to combine all services onto one claim, specifically their first date of service. Then, delete the remaining claims that are causing the errors. Rescore.


How can I see all the appointments I have scheduled?

The quickest way to retrieve all appointments scheduled is to view and even print the appointments by following these directions on page 25 or view the video here.


I want to finish an assignment that has already been completed, is this possible?

Yes, ask your instructor to change the assignment status to active again. There is a specific process they have to follow and these instructions are in their ClaimGear Instructor User Manual 2016 page 45.


I have finished my assignment early in the module, is there extra ClaimGear patients for me?

The MIBC workbook contains a section called Hidden Cities, which has 5 mini clinics. These mini clinics contain 7 patients that is primarily available for extra work. Talk to your instructor and ask to complete one of the Hidden Cities I-V sections.  


What are the requirements to earn my Certificate of Achievement?

Depending on which program you are enrolled in, depends on your requirements. Each program has specific sections that need to be completed with 100% accuracy. See the details here.

How many times can I score my claims?

Students can score their claims until they get 100% or as many times as they want, until the instructor finalizes the assignment which usually occurs at the end of the module.  


Payment errors, box 24X or 44X, how do I fix this?

While there are many reasons why this error happens, it is easier to identify the error by going to Payments, 6-Transaction Maintenance tab. Here you can delete all incorrect and unnecessary account credits and negative transfers that may contribute to this error. 

The standard way to troubleshoot this payment posting error is first to retrieve all data in Payment, tab 6-Transaction Maintenance. This very specific step-by-step process is located in the workbook, Student User Manual page 97.
This screen must match the EOB(s) exactly, specifically the Payments and Adjustments for each charge. Also, if there are any negative balances or account credits, they must be deleted!
Once the data is deleted that is wrong or unwanted, the student should then go back to tab 3-EOB Posting, click to Find the EOB, make the edits required to match the workbook EOB, and click to Save the changes.

Scoring - NOT FOUND errors

These 2 common NOT FOUND errors are documented in the workbook on page 122 and 123 or view the video here.


Claim Not Found



  1. Duplicate patient: How many patients do you have in the system? Only one patient is allowed; any duplicate patient accounts can cause this error. To delete this duplicate patient account, in Patient, search to retrieve the duplicate account. Under the Patient tab at the top middle, check the Make this patient inactivate box and click the Save button. This completely removes your duplicate patient.  For details on this, see the Patient Registration chapter, page 30.
  2. Spelling of patient’s name: In Patient, search to retrieve the patient and under the Patient tab, check the spelling of the patient’s name, as it could be incorrect. Open to the patient information in the workbook and verify its correct spelling and position. Remember the correct spelling and position of the patient name is listed on the scoring report in the Value field (pictured above).
  3. Date of Birth (DOB): In Patient, search to retrieve the patient, and under the Patient tab, review the Date of Birth as it could be incorrect. Open to the patient information in the workbook and verify its correct date of birth. Remember the correct DOB is listed on the scoring report in the Value field (pictured above).
  4. Claim is Complete: In Claim, search to retrieve the patient’s claim. Under the Claim tab, determine whether the box is checked for “Claim is complete”. If not marked, the system cannot score it. Please make sure all claims are saved as “Yes” by making sure this box is checked. If the system won’t allow you to save your claim as complete, then you are forced to review all three screens in this claim and determine which information is missing or incorrect. Note: It could be several things (provider, facility, charges, or dates of services).
  5. Date of Service (DOS): In Claim, search to retrieve the patient’s claim. Under the Charges tab, the Date of Service(s) could be incorrect. Open to the Claim in the workbook and verify its correct date of service. Remember the correct DOS is listed on the scoring report in the Value field (pictured above).
*Note: To prevent duplicate patient entries, remember you are creating a patient account when scheduling their appointment. Therefore, when you begin the Patient Registration task, you should SEARCH for the patient prior to assuming it needs to be added by clicking on New Patient button.

*Note: The simplest way to identify the problem with the claim(s) that have this error is to generate the Patient Listing report. View the video here.



Charge Not Found

If your report says, “Charge Not Found,” one or more of four issues is present. You must check all four fields and determine which of them needs to be fixed prior to rescoring.

  1. Multiple claims: When only one claim per date of service is assigned (for example, in West Point Clinic), having multiple claims entered will cause this error. To delete all extra claims, retrieve in Claim the extra claim(s) one at a time, and click the Delete Claim button.
  2. Claim is Complete: In Claim, retrieve the patient’s claim. Under the 1 Claim tab, is the box “Claim is complete” checked?  If not, the system cannot score it. Please make sure all claims are saved and checked to indicate “Yes” in the Claim is Complete field. If the system won’t allow you to save your claim as complete, then you are forced to review all three screens in this claim and determine which information is missing/incorrect. Note: It could be several things (provider, facility, charges, or dates of services).
  3. Date of Service (DOS): In Claim, retrieve the patient’s claim. Under the 2 Charges tab, the Date of Service(s) could be incorrect.  Open to the claim in the workbook and verify its correct date of service. Remember the correct DOS is listed on the scoring report in the Value field (pictured above).
  4. Charge/Procedure (CPT/HCPCS/CDT) and Modifier/Rev Code/Tooth: In Claim, retrieve the patient’s claim. Under the 2 Charges tab, both the Charge/Procedure codes and the Modifier/Rev Code/Tooth could be incorrect. Open to the claim in the workbook and verify its correct code(s). Remember the correct code(s) are listed on the scoring report in the Value field (pictured above).