What do I do when my batch fails?

You submitted a batch of claims from the Work Center and the status never updated to Submitted, instead, you see a Failed or Pending Submission status. What do you do now? How do you fix this?

Why do Batches fail?

Depending on the message in Records Center > Insurance Claims > Batches, claim edits may be needed.

Here are a few reasons why a batch might fail:

• Contents of the claims changed after they were created (i.e. service or claim rule configuration)
• An invalid character in one of the fields is causing issues
• An internal error is causing issues
• A connection error between Waystar and AveaOffice
• Claims are stuck processing in the background

Troubleshooting a Failed Batch

Your first step will be to check for errors in Work Center > Insurance Claims > Submit Claims.

If there is a simple error message stating what needs to be changed on the claim, resolve the errors and recreate the claims. 

If there are no errors in Work Center, reaching out to [e-mail] will be the best way to understand the problem.

How to Resubmit a Batch

1. Read the error message in Work Center > Insurance Claims > Submit Claims. 
2. Update the information that the error message states to update.
3. Delete the claim from Work Center > Submit Claims.
4. Go to Work Center > Create New Claims and recreate the claims.
5. Submit the claims again.

Confirm Batch Submittal

1. Go to Records Center > Insurance Claims > Batches.
2. Click on the Control Number of the recently submitted batch.
3. Look for a submission status of Submitted.