The Top 5 Questions from Henry Schein One’s May Customer Town Hall

You’ve told us that claims are still a challenge in your practice in the wake of the ongoing Change Healthcare incident. We hear you, and we’re here to help. In May, we held our first monthly virtual customer town hall to support Henry Schein One users with actionable insights into claim statuses. 

Q: What is special enrollment and how do I know if it applies to me? 

Some providers require special enrollment before you can submit electronic claims to them through DentalXChange.

• If you see a claim status that says “Payer requires enrollment for EDI submission” it means that the payer on that claim requires special enrollment that isn’t complete. To fix this, visit the special enrollment site and click Enroll in Claims.
• When you receive confirmation from the payer that your enrollment was received, email hs1enrollment@dentalxchange.com and include the approval message from the payer as an attachment. Your enrollment won’t be complete until you notify DentalXChange of your payer confirmation.

Q: I completed my special enrollment forms, but my claims still aren't going through. Why not?

There are three stages to the special enrollment process.

1. You fill out the special enrollment form for the payers that require it. DentalXChange will submit it to the payers on your behalf. 
2. The payer will process your enrollment and respond to you. This process can take anywhere from 2-3 weeks up to 3 months, depending on the payer. Each payer has a different turnaround time for processing enrollments. You'll receive confirmation from the payer when your enrollment has been processed.
3. When you receive confirmation from the payer that your enrollment was received, email hs1enrollment@dentalxchange.com and include the approval message from the payer as an attachment. Your enrollment won’t be complete until you notify DentalXChange of your payer confirmation.

Q: I'm seeing claim rejections I'm not familiar with. What do they mean? 

Henry Schein One and DentalXChange have partnered to implement several improvements to the claims process to help you get paid as fast as possible. See our Steps for Resolving Claim Statuses to get an update on claim status errors we have fixed for you, and to learn what you can do to avoid claim rejections. 

Q: Why are my Medicaid claims not going through? 

Many Medicaid payers require you to re-enroll with them in order to resume processing claims through DentalXChange. This special enrollment is required for Medicaid of AK, CA, FL, IA, KY, LA,ME, MI, MN, NV, NJ, NY, NC, UT, VT, and WY, along with BCBS of MS and TN, DC Medicaid, DMBA, and PEHP. If you process claims with any of these payers, visit the special enrollment site to enroll.

Q: When will I be able to submit medical claims electronically through Henry Schein One?

We're actively working with our clearinghouse partners and payors to restore medical claims processing. Medical claims processing is complex and requires special programming behind the scenes. Our goal is to resume processing medical claims in the next month. We'll keep you informed with new information as we have it. In the meantime, please continue working directly with payors for medical claims. 

Watch the recording here: https://info.henryscheinone.com/change-healthcare-webinar for more information and answers to our customers' pressing questions.