Correction after Billing the Wrong Payer

Correction after Billing the Wrong Payer

Eligibility can be confusing.  It is recommended to complete eligibility checks through your payer or clearinghouse often.  Sometimes medical and behavioral benefits are different so it is important to ensure that you are billing the correct payer and payer ID or claims will be denied.

If you discover that you have billed the wrong payer, there is a multi-step process by which this can be corrected within Aloha.  The steps must be completed in this order since they build upon each other.

During the first part of the process, it is important to make the system believe that these appointments have not been paid for or billed for.  Once an appointment is run through Payroll or billed out in Aloha, it cannot be changed.

  1. Release claim: Billing --> AR Manager --> Double click on Payer (it's the wrong payer) and select the claim you billed out incorrectly. Go to "More" and select "release". This makes Aloha think the claim has not been billed.

  2. Revert payroll: Payroll --> Process Payroll. Use the "<" button to go back to the session dates that were processed incorrectly. There is a blue line that says "Revert Payroll" By clicking this you will make the system think these appointments were never paid. This will revert ALL payroll for that period, you cannot just revert some sessions. You must revert all payroll up until that point (e.g., you cannot revert Payroll for March 1-15 without first reverting March 16-31).

  3. Revert timesheets: Payroll --> Timesheet submission. Select all staff members who's sessions will need to be changed and then click "revert" in the top righthand corner. Select the date before the sessions will need to be changed (e.g., if the sessions starting February 3rd were billed incorrectly, select February 2nd).


Now you are able to edit the appointments, let's get the correct information in the system.

  1. Add correct Payer and Authorization to each client profile:  Staff/Client/Payer Management.  Make sure you are billing under the correct Payer ID.

  2. Uncomplete every appointment that has the wrong payer attached.  Edit the Appointment --> Verification Tab --> Uncheck "Completed" box.

  3. Remove service from appointment.  Appointment Info Tab --> Click "x" next to the Client Name/Service/Auth.

  4. Retype the client's name:  Select the service with the correct Payer.

  5. Recomplete the appointment:  Verification Tab --> Check "Completed" box.

  6. SAVE

  7. Repeat for all appointments that were billed to the wrong payer.


In order to ensure that this error doesn't occur again, make sure to remove all extraneous information.

  1. Delete the old authorization from the client profile: this can only be done after all appointments are switched over

  2. Delete the payer from the client profile: can only be done once the auth is deleted


Now that everything in the system is correct, you need to redo Billing and Payroll.

  1. Rebill all appointments under correct payer:  Billing

  2. Resubmit all timesheets:  Payroll --> Timesheet submission. Select all staff members who's sessions will need to be changed and then click "submit" in the top righthand corner. Select the last date in which appts are completed.

  3. Reprocess all Payroll


Don't hesitate to reach out to your Customer Success Manager with any questions.

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