A payer sent you an EOB or a payment for RTM codes, and nothing on your Billing page matches it. There are four ordinary reasons, and one of them almost always explains it. Here is how to tell which, and what to send us.
The four reasons, most common first
What happened | How to tell | What to do |
Your own biller sent the claim. On the self-bill path, your team enters the codes SaRA prepares into your EMR, and the claim goes out from there. | Your Billing page shows Billed and Cancelled tabs. SaRA never sees claims that leave from your EMR, so it cannot show the payment either. | Match the EOB in your EMR or your clearinghouse, the same way you would for a visit claim. The Billed tab confirms the item was marked billed. |
The EOB is for a different date of service. RTM claims carry a date tied to the monitoring cycle or the calendar month, not the visit date you may be looking under. | The codes match the patient but the date on the EOB is not in the month you filtered. | On the Billing page, widen the month filter and check the month before and after. Look under the patient rather than the date. |
The payment detail landed at your clearinghouse, not SaRA's. A payer sends electronic payment detail to one clearinghouse per practice. If yours is set up to receive it, RTM remits go there too. | SaRA bills for you, the claim is on the Submitted tab, and the EOB came through your clearinghouse or your own portal. | Send us the details below. We match the payment to the claim and move it to Closed. |
The claim SaRA submitted has not reconciled yet. A claim moves from Submitted to Closed once the payer's answer reaches us, and that can trail the payer's own EOB. | The patient, codes, and date all match a row on the Submitted tab. | Nothing yet. If it stays on Submitted, send us the details below. |
Not sure which path you are on? Submitted and Closed tabs mean SaRA bills for you. Billed and Cancelled mean you self-bill. The tabs themselves are explained in The Billing page: your complete worklist, explained.
What to send us
Message us through the in-app chat with these four things. We check them against the claim and reply in the same chat with what we found.
The patient's initials only.
The date of service on the EOB.
The payer and the codes and amounts shown.
Whether the EOB came to your office, your clearinghouse, or your billing company.
Never email us the EOB itself. It carries patient health information, and email is not the place for it. If we need the full document, upload it to the Documents page in SaRA. Open Documents from the menu, click Upload, and drop the file in. Our billing team is notified as soon as it lands, and the file stays inside your account.
Keeping this from recurring
If payments for RTM claims keep arriving on your side while the claims sit on Submitted, the fix is usually on the enrollment side rather than claim by claim. Tell us which payer, and we will look at where that payer sends payment detail for your practice. Where remit enrollment lives, and what SaRA does and does not handle there, is covered in Payer enrollment for RTM claims.