Most Common Kareo Batch Errors and How to Fix Them

No matching provider identified by first and last names. No default provider could be found

The rendering provider (AR) listed in the export does not have a provider profile set up in Kareo.

Open

Add/update the provider in Kareo (matching exactly how it is spelled in Rethink), resync failed batch

• Kareo: “Settings” - “Providers” 

• Short video tutorial on how to add, you can view Setting Up Rendering Providers in Kareo

Failed: The Location Name specified could not be matched

The Office Location (F)  listed in the export does not match any of the service locations listed in Kareo

Open

Add the service location in Kareo exactly how it is listed in Rethink (reference Company Account - Locations), resync failed batch

• Kareo: “Settings” - “Service Locations”

• Short video tutorial on how to add, you can view Setting Up Service Locations in Kareo

Failed: Unable to sync encounter for Appointment(ID: XXXXXXX). Active Case Not Found for Auth Number: XXXXX-XXXXX

This can be caused by one of the three reasons below:

• The appointment is connected to an authorization with an inactive funder in Kareo

• The appointment details do not match the data listed on your export so it cannot sync correctly

• The funder mapping was not fully completed during the initial set up process.

Begin by checking which authorization is connected to the appointment and update if needed. Check the client chart to verify policies are active. Check Kareo Case # in funder details to assure proper pointing in Kareo. Update and re-sync failed batch.

How to check Kareo Case #:

Login to Rethink > open client chart > funder > view > edit > scroll to the bottom and look for ‘Kareo Case #’ (highlighted below) > if blank you will need to login to Kareo

Login to Kareo > patient > find patient > open patient chart > case > open primary insurance case > copy ‘case #’ over to Rethink 

Once the case number is listed in the client’s chart in Rethink you will be able to reupload your failed billing export and the appointments should sync.

If the Kareo and Client ID match, review the Funder mapping. Claims must be fully mapped and linked to both systems. For assistance on this, please view the Setting Insurance Companies Up In Kareo and the Mapping ReThink to Kareo guides.

Failed: Encounter Id: XXXXXX Unable to sync encounter for Appointment(ID: XXXXXXXX) Encounter Id: XXXXXX Unable to sync encounter for Appointment(ID: XXXXXXXX) "

This can be caused by one of the reasons below:

• The appointment details do not match the data listed on your export so it cannot sync correctly

• The funder mapping was not fully completed during the initial set up process.

Claims must be fully mapped and linked to both systems. For assistance on this, please view the Setting Insurance Companies Up In Kareo and the Mapping ReThink to Kareo guides.

Failed: Unable to sync for appointment(ID: XXXXXXX): Diagnosis code 1 not found

One or more of the Diagnosis code(s) listed in the export does not exist as valid ICD-10 code, or the first Diagnosis field is blank. The Diagnosis code column is columns AD-AG.

Start by manually change the diagnosis in the spreadsheet to the correct diagnosis and re uploading your spreadsheet once corrected (check against ICD-10 list in Kareo (Settings - Codes - Find Diagnosis).
If the diagnosis code needs to be corrected in ReThink’s system, submit a ticket to support.
You can also add a custom diagnosis code in ReThink for the client and attach to authorization to avoid a failed response again. Once the diagnosis has been connected to authorization, you will want to repull your batch and scrub for just the previously failed lines. However, you will need to make sure that the custom diagnosis code is then added from ReThink into Kareo, or you will continue to see this error.

Couldn’t Reach Batch File to Sync With

Columns in the export were deleted/altered/hidden when exporting to Kareo OR you are missing your Practice ID in column AO. You will see this message if you open up the export and the Kareo Integration Status column is blank.

Check to see if columns were deleted or moved by downloading the batch. Restore all columns or re-run export and re-export to Kareo as a new batch. If missing Practice ID in column AO, reach out to support to add your Practice ID from Kareo into your account and manually add the ID number obtained by support in column AO and re-sync your file.

Procedure code not found, service line 1 was not added Encounter cannot be created with service line errors

The listed Billing code in column “O” is missing, incorrectly entered, does not match the current CPT procedure codes, or is a custom code not yet entered into Kareo.

Start by manually correct billing code on the export, then re uploading the failed lines as a unique batch. If you have multiple claim lines failing for this reason, you will want to verify each billing code separately, as one invalid code on a claim can effect the rest of the claim.

You will also want to assure correct code is attached to authorization. If the billing code is missing, that means appointment was verified without an authorization attached.

If you are exporting custom codes, those custom codes must be added to Kareo in order for the export to go through properly. Add the custom code(s) into Kareo, and then re upload the failed lines as a unique batch.

If you are still having issues after having completed these steps, please reach out to support@rethink.com with a screenshot of the correct code in both systems, and on the BER, with batch number.

The Location Name specified could not be matched Procedure modifier 2 not found, service line 1 was not added Encounter cannot be created with service line errors

Modifier in the secondary position for lines is invalid (or any other specified position)

Verify the modifier being used in column Q is an acceptable modifier for charges.

Update to appropriate modifier to use on charges, re-save and re-export file.

Failed: Unable to sync for client(ID: XXXXXX): Invalid user name and/or password 

Kareo connection needs to be updated.

Reach out to Rethink support to update your username/login for Kareo. Once confirmed, resync failed export.

Failed: Unable to sync for hcAppointment(ID:XXXXXXX: An encounter ID # XXXX already exists. Correction in Kareo required.Unable to sync for hcAppointment(ID:XXXXXXX: An encounter ID # XXXX already exists. Correction in Kareo required.

One or more appointments in rollup was previously billed (partial session). 

Corrected claim to capture full combined appointment is needed directly in Kareo. Appointment does not need to be synced.

Failed: Unable to sync for hcAppointment(ID:XXXXXXX: An encounter ID # XXXX already exists.

One or more appointments in rollup was previously billed (partial session). 

Corrected claim to capture full combined appointment is needed directly in Kareo. Appointment does not need to be synced.

Failed: No Kareo Integration Status provided - no failed response listed - column BN is left blank

The formatting of your billing export has been altered in one way or another. You will never want to manipulate or delete rows 1 – 5, the naming conventions of all columns, or remove any columns within the export. If you need to alter or remove any data, please highlight the particular cells to remove or manipulate the data that way. If so, this throws Kareo off when trying to sync charges.

You will want to re-pull your billing export with the same billing date range to regenerate the correct formatting on your export. Update new export as needed and then you can upload new export to receive Kareo integration status of failed or success.