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YAPI Help Center

Troubleshooting Insurance Verification

Having a problem with Insurance Verification? In most cases, Yapi Leap will provide you with next steps if there's ever an error when checking a patient's eligibility. To see what's wrong and view next steps, you can:

  • Hover over the Error icon Insurance eligibility error icon. next to a patient on the homepage.

  • Go to the Insurance tab in the patient's Profile and look for a message in red below just their eligibility status.

Leap tells you how to fix most insurance verification issues! If this doesn't answer your question, though, we've outlined troubleshooting steps for a few issues that aren't answered in Leap itself. Just click below the link below for the issue you're seeing.

Patient Shows as Not Eligible in Leap But Their Insurance's Portal Shows They're Eligible

If the patient's eligibility in Leap is showing as Not Eligible but their insurance's web portal shows they are, in fact, eligible:

  1. Take a screenshot of the patient's eligibility status on the insurance provider's website.

  2. Take a screenshot of the Insurance tab of the patient's Profile in Leap.

  3. Contact Yapi Support External link.. We may need to reach out to the insurance provider for a fix.

Patient Shows as Unknown but Payer Is on Leap's List of Insurance Providers

If you know that a payer is on the List of Insurance Providers that Leap can check insurance for but your patient's eligibility shows as Unknown when you check their status, follow the steps below to troubleshoot:

  1. Navigate to the patient's Profile page in Leap and click the Insurance tab.

  2. Check that the Payer ID listed for the patient is correct based on the Payer ID you use for their insurance provider. (The most common issue is mixing up the letter O and the number 0.)

    • If the Payer ID is typed incorrectly: Correct the Payer ID in your patient's record in Eaglesoft and wait a minute or so. Then refresh the patient's Profile page in Leap and try checking their eligibility again.

    • If the Payer ID is typed correctly: Proceed to the next step.

  3. Navigate to Leap's List of Insurance Providers in our Help Center.

  4. Find your patient's insurance provider in the list.

  5. Check the Payer ID listed for the insurance provider and compare it to the Payer ID you have for the patient's insurance in Eaglesoft.

  6. Next:

    • If the Payer ID doesn't match: This is likely what's getting in the way. Leap checks eligibility based on the insurance's Payer ID, not their name, and a payer can have additional Payer IDs based on the clearinghouse you use. Leap checks eligibility based on the provider's main Payer ID (the one we have listed) plus additional Payer IDs provided to us by individual clearinghouses. The Payer ID you're using may simply be from a clearinghouse we don't have information for.

      You have two options, based on your practice's workflow:

      • Update the Payer ID in Eaglesoft using the ID listed on our List of Insurance Providers, wait about a minute, and run the check again. Then reach out to Yapi Support so we can see why the Payer ID you have isn't working.

      • Leave the Payer ID as is and contact the insurance company directly to check the patient's eligibility. Then reach out to Yapi Support so we can see why the Payer ID you have isn't working.

    • If the Payer ID does match: Contact Yapi Support External link. so we can help you further.

Patient's Information Is Correct in Leap But Leap Says Their Information Doesn't Match Insurance Payer's Database

If your patient's eligibility shows an Error and the error message that says the patient's information "doesn't match what's in the insurance payer's database" but you've double-checked that the patient's information in Leap is correct:

  1. Take a screenshot of the patient's eligibility status on the insurance provider's website.

  2. Take a screenshot of the Insurance tab of the patient's Profile in Leap.

  3. Contact Yapi Support External link.. We may need to reach out to the insurance provider for a fix.

Error Stating the Provider Isn't Registered with the Payer

If checking a patient's eligibility status results in an error, you may see a message on the patient's Profile page that reads "NPI is not on file with the insurance payer" or something similar stating your NPI isn't registered with a particular payer. If you see this message or one like it, follow the steps below to troubleshoot.

Important

Only users with Admin privileges can perform this task.

  1. In Leap, click Settings, Practice Settings, and select Practice Information.

  2. Scroll down to find the NPI listed for your practice.

    • If you have a single provider at your practice: Make sure the NPI listed for your provider is correct and update it if needed.

    • If you have multiple providers and claims are submitted in each of their names: Change the NPI listed to the NPI for your patient's provider.

    • If you have multiple providers and your practice submits claims in the practice's name: Change the NPI listed (which is probably for one of your providers) to your practice's organization NPI.

      Important

      Need an organization NPI for your practice? Contact your government's NPI Enumerator to fill out an application. (For the U.S., email )

  3. Click Save and check the patient's eligibility again.

  4. Still having trouble after making an update to your NPI? Take a screenshot of the page and contact Yapi Support External link..

Tip

If you're not familiar with NPIs or how your practice processes claims, contact your Office Manager.

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