| CategoryET | Known Issue | Workaround | Status
| Dev Ticket |
Batch Claims | Generating large claims may put the claims in a new "BP" status to run in the background. However, the BP is not auto changing to IS in order to be batch submitted. | We’ve identified a system behavior where certain large claims are generated into a "BP" (Background Processing) status but are not automatically transitioning to "IS" (Insurance Submission) as expected. This is preventing them from being batch submitted.
We sincerely apologize for the inconvenience this may cause.
Current Workaround:
Please email us at support@zhealthehr.com
if you notice any claims stuck in "BP" status. Our team will promptly take care of it for you.
We're actively working on a permanent resolution and appreciate your patience. | In Progress | ZS-6289 |
Conversations | Description
A known formatting issue has been identified in the internal conversation view where apostrophes (') are being rendered as the HTML character code '. This occurs only on the staff-facing interface within zHealth, specifically in the "Conversation Only" or message preview area. The original messages sent by patients and the versions they receive remain unaffected and display punctuation correctly.
Impact
This issue does not impact patient communication or message content as seen by the patient. However, it can cause confusion for staff members reviewing messages, especially when interpreting tone or phrasing. While the functionality is not compromised, the display issue may lead to unnecessary second-guessing, minor inefficiencies, or an increased volume of support queries. Timely resolution will enhance clarity for users and restore full confidence in the conversation view. | There is no workaround | Identified | ZS-6298 |
| Merging Accounts – Memberships, Conversations, and Stored Credit Cards | Description: Currently, memberships, conversations, and stored credit cards do not merge properly when accounts are combined.
Impact:
•Memberships: Membership details such as payments, visits, and stored credit cards do not transfer to the merged account.
•Conversations: Conversations are not included in the merge and must be manually handled.
•Stored Credit Cards: Credit card information from the second account does not merge. | Avoid Merging: Do not proceed with merging accounts if you want to retain memberships, conversations, and credit card details.
Alternative Actions:
•Delete the Second Account: Instead of merging, consider deleting the second account.
•Re-add Membership Details: Manually add the membership, payments, visits, and credit cards to the primary account after deletion of the secondary account.
•Handle Conversations: Since conversations do not merge, take screenshots of important conversations and upload them to past notes manually.
There is no current workaround for merging conversations other than manual documentation.
Please follow the outlined steps to ensure all relevant information is preserved. We are working on improving the merging process and will provide updates when a solution is available. | Awaiting Action | ZS-3881 |
| Split ERAs | Description: When multiple ERAs are received for a single claim, each corresponding to different CPTs, the system currently only calculates the latest ERA or the one updated most recently on the invoice. This does not align with zHealth's expectation of processing one ERA per claim.
Impact: This issue leads to incorrect calculations on the invoice, as only the most recent ERA is considered, potentially omitting important details from other ERAs. | •Close Without Applying: Close the claim without applying the ERA/CPT in the system.
•Manual Entry: Manually add the ERAs as an EOB (Explanation of Benefits) and process each CPT accordingly.
•Follow-up Actions: Take the necessary actions based on the manually added EOB to ensure accurate processing and accounting. | Awaiting Action | ZS-3966 |