If a caller states that he/she never received the claim payment check, Customer Service can request a check tracer.

Tracers should only be requested when it has been at least 30 days from the date of the check.

***All CSR's must check CHC site before starting a check tracer for a provider. If the benefit is ACH to the provider DO NOT START A CHECK TRACER.

CSR CHC LINK:  Client Access System (changehealthcare.com)

Check the EOB's by visiting the new CHC link (updated 05/26/2022) before you do a check tracer for insureds and providers. 

When the provider wants a check tracer done, it is important that you determine if the check was actually an ACH. 

If the benefit payment was done by ACH please do not do a check tracer. Explain the the provider/insured we issued the 

electronically and the provider should speak the their supervisor. 

There may come an occassion when the insureds advise they did not get their benefit checks from us. You can take a few steps to be sure we have delivered the benefit checks the the correct location. 

 

Advise the provider the check is ACH and they will need to obtain a copy of their own EOB from our clearing house, CHC. 

CSRs should submit a check tracer request on the spread sheet located in Tricare shortcuts.  If the benefit is not ACH. 

All CSR's must verify three important parts to do a check tracer check the address in Inspro, Check the address in Emerge and Log into CHC and check the address on the actual check. All three must match in order for a successful check trace to be completed and the insured receive their benefit check. 

If the address does not match on any of those run the Sync tool to update the information from 
Inspro to Emerge. Than notify claims via email there was a mis-match on the address from Inspro to Emerge, you ran the sync tool, request new benefit checks are issued with a screen snip of the Inspro valid address. 

***REMINDER WHEN YOU DO A CHECK TRACER YOU MUST SAVE THE INFORMATION YOU ADD TO THE SPREADSHEET. CLOSE THE DOCUMENT AND REOPEN IT. 

REVIEW THE SPREADSHEET TO BE SURE WHAT YOU ADDED TO THE SPREADSHEET IS SAVED. ***

 If a callback is needed, the CSR should be the party to make the callback.

The Claims Department will either reissue a new check or send a copy of the cashed check to the payee.

Important. You must explain to the insured that when you start a check tracer it will VOID the check you start a check tracer on. That check is in route to the insured. It MUST NOT be deposited. Remember, the check tracer, voids out that check. If the insured deposits it into the bank it WILL cause a fee to the insured from their bank. It is your responsibility to set clear  expectation with the insured. 

1. The check tracer will Void the check in Route
2. Encourage the insured not to deposit that check, wait on the new check to arrive
3. Review the current check number in Emerge, and tell the insured not to deposit the check you are starting the check tracer on. 
4. We will replace that check with a new check number. 

When you process a check tracer and it results verify the check (s) were cashed. Our claims department mails out a copy of the front and back of the cashed check to the provider or insured.

 Please continue to do your check tracers when required and advise the insured/provider a copy of the front and back of the cashed check will be mailed to them.

When I complete the check tracers for all the checks that were cashed I mail a copy of the cashed check to the insured/provider.

 --Carman Santiago 09/01/2021

If the caller calls back and asks us to cancel the tracer request (because the check was located), please notify the claims so that the tracer is not performed. If it is too late and the tracer has already been performed, the caller should mail the original check back to us (do not cash it) and wait for a new check to be issued.

CSRs will be able to see the copy of the cashed check by going to the claim in Emerge and clicking on “View Claim.” The image may not be available immediately. CSRs should allow 2-3 weeks for the check to be scanned.

If the insured calls to explain they have an expired claims check. Please ask the insured to return the check to the claims department. Please give the insure the address to the claims P.O. Box in Hotspring, AR. Please have the insured write the Emerge ID number on the check and on the letter, which explains the check is expired and they are requesting a replacement check.

Our claims department will care for reissuing the check to the insured/provider and will mail a replacement check to the address we have on file.

You will be able to see the new claim number ending in ".01" and the new check number. You will need to access Emerge Shell. 

Please scroll over to see the new date the check was issued and the new check number. 

You will also be able to see the new check information in Imagenow. 

You must document the records when you get the response from our claims department. This will ensure when the sponsor/provider calls back the next CSR can provide the update.