ViTel Health

Fix a Failed Import in Zoho as Enrollment Specialist

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TABLE OF CONTENTS

Click on the corresponding link below for the error that you encounter  in Zoho.

ERRORS AND HOW TO TROUBLESHOOT

Creator user ID is required for CCM care plan creation

This error appears when the CarePlan Creator Field is empty.

  1. Go to Import Errors and verify that it says "Creator user ID is required for CCM care plan creation"
  1. Go to  CarePlan Creator and search or type the name of the CarePlan Creator
  2. Click on the name
  3. Click checkmark
  1. Click here for steps to re-upload patient

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Duplicate Email Address Or Cell Phone Number

This error appears when another patient in Zoho has the same email or same cell phone number.

  1. Go to Import Errors and verify that it says "Duplicate email" or "Duplicate Entry '+###########' for key users
    1. If email, follow steps below as written
    2. If cell phone number, follow steps below but replace Email with Cell and email address with cell phone number
  1. Go to Email and copy email address (ctrl C)
  2. Click checkmark

Login to Dashboard

  1. Click link to go to Dashboard
  2. Click Continue with Google

3. Click your google account

4. Click RPM/CCM app

5. Click View Data Management System

  1. In Dashboard, go to Health Coach and if your name is present, hover mouse over down arrow and click X.
  2. In Status, click X to unselect active
  1. Paste email address into search bar
  2. Check if the results show the same patient as in Zoho. If yes, follow A steps below. If the results show a different patient, go to B steps below.

A) Same Patient as in Zoho

  1. In Dashboard, click on patient name.
  1. Go to eMHR ID and copy
  1. Go to Zoho patient, go to EHR ID and paste
  2. Click checkmark
  1. Click here for steps to re-upload patient

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B) Different Patient as in Zoho

  1. Click patient name
  1. Check Status of the patient in Dashboard
    1. If Status is active, follow steps I
    2. If Status is not active, follow steps II
I. Status is Active
  1. Go to Zoho, go to Email and copy email address
  2. Click checkmark.
  1. Go to Extra Details and add comment: "Shared email with email" and paste email (ctrl v)
  2. Click checkmark
  1. Go to Email and delete email address
  2. Click checkmark
  1. Click here for steps to re-upload patient

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II. Status is Inactive
  1. In Dashboard, click Edit Patient
  1. Go to Email and delete email
  1. Click Update patient
  1. Click Create Comment
  1. In Notes, type "Shared email with " and paste email address
  2. Click Create Comment
  1. Click here for steps to re-upload patient

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Enrollment note user is required to create enrollment notes

This error appears when Enrollment Note by field is empty.

  1. Verify that Import Errors says "Enrollment note user is required to create enrollment notes"
  1. Go to Enrollment Note By, type or click your name
  2. Click checkmark
  1. Click here for steps to re-upload patient

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Missing Payer ID

This error could appear if Payer ID is wrong, or the payer's name is in the payer ID.

Note: Payer Name is Name of the Payer, while Payer ID are digits

  1. Check Import Errors says "payer_id: The selected payer id is invalid."
  1. Go to Payer ID and see if Payer Name is found in Payer ID. If Payer Name is not found in Payer ID, ask for further assistance
  2. Copy payer name found in Payer ID
  3. Click checkmark
  1. Paste Payer Name in Payer Name
  2. Click checkmark
  1. Delete payer name found in Payer ID
  2. Click checkmark
  1. Click the link to go to Insurance Eligibility for Onboard Patients Spreadsheet 
  2. Click Copy payer_id tab if not already selected

11. Press CTRL + F , go to Find in sheet and Paste Payer Name (ctrl v)

  1. Find Payer Name in sheet
    1. If Payer Name is not found, try the search again being mindful of spelling variations or variations of the order of words in the payer ID.
    2. If insurance is not still not found, go to steps Insurance not Found

13. Copy corresponding Payer ID

  1. Go to Zoho
  2. Go to Payer ID and paste Payer ID
  3. Click checkmark
  1. Click here for steps to re-upload patient

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Insurance Not Found

  1. Go to Zoho and copy patient Zoho ID
  1. Go to Slack and click zoho-support channel
  1. Type message "@Annabelle Zoho Import error Patient's insurance cannot be found, checked in Ins -Elig Spreadsheet "
  2. Paste patient Zoho ID

5. Click send button

  1. Annabelle will add insurance and update the patient.

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Missing Zoho CRM ID 0000000000

This error can appear for different user IDs. For Provider, follow steps as written. For other user IDs like Patient Care Manager, Prim/Sec Insurance Checked By, Enrollment Note By, verify or edit the corresponding field.

  1. Check Import Errors says "Provider with Zoho CRM ID 0000000000 not found."
  1.  Go to Patient Physician and verify that the correct doctor is chosen
    1. If the incorrect doctor is chosen, follow steps below
    2. If correct doctor is click the link to follow Further Assistance Steps
  2. Delete current doctor name and choose correct doctor name
  3. Click checkmark
  1. Click here for steps to re-upload patient

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Sex: The Selected sex is invalid

Possible Reason: Patient was imported as "female" or "male" when Zoho can only import "f" or "m"

  1. Check Import Errors says "Error Sex: The selected sex is invalid."
  1. Go to Sex and click arrow
  2. Choose either "m" or "f"
  3. Click checkmark
  1. Click here for steps to re-upload patient

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Invalid State Entry

  1. Verify that Import Errors shows "State: The state must be a string" or  "State: The state must be 2 characters"
  1. Go to State and select state's abbreviation
  2. Click checkmark
  1. Click here for steps to re-upload patient

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Insurance_checked_by: The Selected insurance checked by is invalid.

This error appears when there is no Insurance Eligibility team member in Prim Insurance Checked By field.

  1. Verify that Import Errors says "Primary_Insurance_checked_by: The Selected insurance checked by is invalid."
  1. Go to Prim Insurance Checked By and select Insurance Eligibility Team Member
    1. If Insurance Eligibility Team Member cannot be found, go to Cannot Be Found Steps
  2. Click checkmark
  1. Click here for steps to re-upload patient

Cannot Be Found

  1. Copy patient Zoho ID
  1. Go to Slack and click zoho-support channel

 

  1. Type message "@Annabelle Zoho Import error Prim Insurance Checked By cannot be found"
  2. Paste patient Zoho ID
  3. Click send button
  1. Annabelle will add Prim Insurance Checked by Team Member and update the patient

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STEPS TO RE-UPLOAD PATIENT

After following troubleshooting steps above, try to re-upload patient.

  1. In Zoho, wait 1-5 minutes after completing the updates to Patient's profile
  2. Click reload page
  1. Verify if Import Status has changed to "Success"
    1. If Import Status does not change to Success, try repeating steps 1-3 of "Steps to re-upload patient".
    2. If Import Status does not change to Success, proceed to "Further Assistance Needed" steps.

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FURTHER ASSISTANCE NEEDED

  1. Go to Slack
  2. Click ViTel Health workspace
  1. If this screen appears, Click "use Slack in your browser"
  1. Click Home
  2. Click Zoho Support channel
  1. In Message, type "@Annabelle", briefly describe the error, the steps that were taken to fix it, and the result
  2. Click arrow
  1. Wait for Annabelle to provide further assistance.

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