Before You Manually Link a Claim
The most important step is to review the common reasons why a claim might not be found. Linking too quickly can cause payment mismatches later.
1. Check if a Secondary Claim is Needed
The most common reason a claim cannot be matched is because the ERA/EOB is for a secondary payer, but a secondary claim has not been created in Patient Studio.
Make sure the primary claim has already been posted.
Check whether the patient has a secondary insurance on file. If no secondary insurance exists, a secondary claim will not be created automatically.
2. Data Differences from a Prior System
If you recently moved to Patient Studio, mismatches may happen because of differences between your prior system and ours.
Example: dates of service don’t align, or claim numbers are not identical.
In some cases, the original claim may not exist in Patient Studio.
3. Other Mismatches (CPT Codes, Patient Name, Dates)
If it’s not a missing secondary claim or prior-system issue, the mismatch may be caused by:
Patient name variations (e.g., “Robert Smith” vs “Rob Smith”)
Modifiers on CPT codes (e.g., payer sends 97110-59, but claim has 97110)
These can usually be resolved by manually linking the claim.
If your claim is linked correctly but you’re still seeing CPT codes that don’t line up, check Can’t Find CPT Codes for guidance on how to resolve code mismatches.
How to Manually Link a Claim
1. Click on “Search Claim.”
Opens the Search Claim modal.
2. Search for the Patient.
Enter patient name or ID.
If no results appear, confirm spelling and identifiers.
3. Select the Correct Claim.
Review claim details (service date, charges, status).
Click to select the claim.
4. Click “Add claim” to confirm.
Once linked, you can continue posting payments and adjustments.
How to Unlink a Claim (if you linked the wrong one)
If you accidentally linked the wrong claim:
Open the ERA/EOB posting screen.
Click “Unlink Claim.”
The claim will be removed, and you can repeat the search and link process.
Tips to Avoid Matching Issues
Always create secondary claims before posting secondary ERAs/EOBs.
Keep patient demographics consistent across systems.
Double-check CPT codes, modifiers, and service dates before submitting claims.
👉 Still can’t find or link the right claim? Contact support with the ERA/EOB file and claim details so we can assist.