TRUE CARE SYSTEM • TROUBLESHOOTING
Billing Issues
Resolve readiness, Provider Setup, service-rate, Sandata submission, transaction, rejection, and resubmission issues.
Troubleshooting may expose workforce information, Provider configuration, PHI, audit data, billing records, payroll information, or technical identifiers. Use minimum-necessary access, redact public evidence, and perform changes only through approved roles and workflows.
Purpose
Resolve readiness, Provider Setup, service-rate, Sandata submission, transaction, rejection, and resubmission issues.
Diagnostic Checklist
Verify environment, Provider identifier, credentials, endpoints, payer/program, and timezone.
Resolve missing general, address, payer, service, and sequence information.
Resolve employee identifier, employment, mapping, Provider ID, and sequence problems.
Confirm Individual, DSP, visit, calls/GPS, corrections, and sequence checks.
Track batch number, environment, transaction UUID, endpoint, result, and timestamps.
Correct only the identified issue, preserve history, and resubmit through the approved workflow.
Recommended Resolution Sequence
- Reproduce the issue using the same Provider, user role, record, date range, and device context.
- Confirm filters, status, account access, Provider scope, effective dates, and related records.
- Capture evidence before changing configuration, data, or code.
- Apply the smallest authorized correction and avoid unrelated changes.
- Retest the original workflow and one related regression workflow.
- Document the cause, correction, validation, and any required follow-up.
When to Escalate
Contact authorized Provider leadership or Platform Support when the issue involves possible cross-provider data, unauthorized PHI access, suspicious login activity, data loss, billing submission risk, payroll impact, medication safety, or a critical production outage.