Correcting Services Matrix

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This section outlines the various scenarios that organizations may encounter when correcting clinical documentation or service information and how they should be corrected. These scenarios are broken down based upon the status of the associated charge. The correction process will differ depending on the service status.

Note: Organizations utilizing Medical Note should also follow the process outlined in this section. Providers should keep in mind that Medical Note only shows notes that are within the last 90 days. If a note is reverted back to draft that is older than 90 days old, then the provider must use the associated Avatar form to correct their note. Notes that are associated with appointments in a final status will also not show up in Medical Note. Again, in this case, the provider will need to use the associated Avatar form to correct their note.

What needs corrected?	Action if service is open	Action if service is closed and charge in an open accounting period	Action if service is closed and charge in a closed accounting period	Action if service is claimed
Note Content	The provider can use the Append Progress Note form to correct the note content.	The provider can use the Append Progress Note form to correct the note content.	The provider can use the Append Progress Note form to correct the note content.	The provider can use the Append Progress Note form to correct the note content.
Wrote Note for Incorrect Client or Incorrect Episode	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If CLOSED and service is in an Open Accounting Period, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to revert note to draft and delete service. Sys admin uses Move Selected Data to move the note to the correct client and episode. Provider submits Progress Note as a finalized note.	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If CLOSED and service is in an Open Accounting Period, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to revert note to draft and delete service. Sys admin uses Move Selected Data to move the note to the correct client and episode. Provider submits Progress Note as a finalized note.	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If CLOSED and service is in an Closed Accounting Period, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to void progress note and delete service. Provider must create a new progress note for the correct client and finalize to drop another charge.	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. Since the service has been claimed, the billing staff will mark the service for rebill as a "voided" claim in the AR console and make an applicable follow-up note. The voided claim will be picked up on the next rebill batch. Provider must void the progress note using the Void Progress Note option. Provider should re-enter the progress note using the New Service option for the correct client/episode. After the remittance for the voided claim is posted, billing staff deletes the original service using the Delete Service form and posts the change reversal.
Incorrect Service Date Tied to an Appointment	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If OPEN, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to void progress note and delete service. Provider must create a new progress note for the correct client and finalize to drop another charge.	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If CLOSED and service is in an Open Accounting Period, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to void progress note and delete service. Provider must create a new progress note for the correct client and finalize to drop another charge.	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If CLOSED and service is in an Closed Accounting Period, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to void progress note and delete service. Provider must create a new progress note for the correct client and finalize to drop another charge.	Provider contacts billing staff to let them know of the error. Billing staff Checks the service status. Since the service has been claimed, billing staff will create a claim follow-up record in the AR console, create a follow-up note, and contact the provider to enter a new note with the correct information. Provider will void their old progress note and create a new progress note for a "New Service." The provider must also enter in all the service data (Date of Service, Start/End Time, Duration, Service Code and Diagnosis, if applicable). Provider finalizes and submits note to drop another new charge, Billing staff will close the charge. Once closed, billing staff will attach the new charge to the existing claim using the Attach Unbilled Service to a Claim option. Billing staff will mark the claim for rebill in the AR console. The claim will be picked up for billing the next time rebills are run. After the remittance for the rebilled claim is posted, delete the the original service using the Delete Service form, selecting to perform the charge reversal.
Incorrect Service Date Not Tied to an Appointment	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If OPEN, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to revert the note to draft and delete service. Provider updates and finalizes the progress note and a new charge is generated.	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If CLOSED and service is in an Open Accounting Period, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to revert the note to draft and delete service. Provider updates and finalizes the progress note and a new charge is generated.	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If CLOSED and service is in an Closed Accounting Period, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to revert the note to draft and delete service. Provider opens progress note and changes "Progress Note For" from "Independent" to "New Service." The provider must also enter all the service data (Date of Service, Start/End Time, Duration, and Service Code). Provider finalizes and submits note to drop another new charge.	Provider contacts billing staff to let them know of the error. Billing staff Checks the service status. Since the service has been claimed, billing staff will create a claim follow-up record in the AR console, create a follow-up note, and contact the provider to enter a new note with the correct information. Provider will void their old progress note and create a new progress note for a "New Service." The provider must also enter in all the service data (Date of Service, Start/End Time, Duration, Service Code and Diagnosis, if applicable). Provider finalizes and submits note to drop another new charge, Billing staff will close the charge. Once closed, billing staff will attach the new charge to the existing claim using the Attach Unbilled Service to a Claim option. Billing staff will mark the claim for rebill in the AR console. The claim will be picked up for billing the next time rebills are run. After the remittance for the rebilled claim is posted, delete the the original service using the Delete Service form, selecting to perform the charge reversal.
Incorrect Service Code, Service Program, Service Duration, or Diagnosis on a Progress Note with Diagnosis Entry	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If OPEN, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to revert the note to draft and delete service. Provider updates and finalizes the progress note and a new charge is generated.	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If CLOSED and service is in an Open Accounting Period, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to revert the note to draft and delete service. Provider updates and finalizes the progress note and a new charge is generated.	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If CLOSED and service is in an Closed Accounting Period, billing staff checks for payments, transfers, or adjustments posted on charge and reverses if necessary. Billing staff uses Progress Note Corrections to revert the note to draft and delete service. Provider opens progress note and changes "Progress Note For" from "Independent" to "New Service." The provider must also enter all the service data (Date of Service, Start/End Time, Duration, and Service Code). Provider finalizes and submits note to drop another new charge.	Provider contacts billing staff to let them know of the error. Billing staff Checks the service status. Since the service has been claimed, billing staff will create a claim follow-up record in the AR console, create a follow-up note, and contact the provider to enter a new note with the correct information. Provider will void their old progress note and create a new progress note for a "New Service." The provider must also enter in all the service data (Date of Service, Start/End Time, Duration, Service Code and Diagnosis, if applicable). Provider finalizes and submits note to drop another new charge, Billing staff will close the charge. Once closed, billing staff will attach the new charge to the existing claim using the Attach Unbilled Service to a Claim option. Billing staff will mark the claim for rebill in the AR console. The claim will be picked up for billing the next time rebills are run. After the remittance for the rebilled claim is posted, delete the the original service using the Delete Service form, selecting to perform the charge reversal.
Incorrect Diagnosis Documented in the Note Summary Only	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If OPEN, the provider can enter the correct diagnosis codes for the client. The provider can use the Append Progress Note form to document the correct diagnosis.	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If CLOSED and service is in an Open Accounting Period, the provider can enter the correct diagnosis codes for the client. The provider can use the Append Progress Note form to document the correct diagnosis.	Provider contacts billing staff to let them know of the error. Billing staff checks the service status. If CLOSED and service is in an Closed Accounting Period, the provider can enter the correct diagnosis codes for the client. The provider can use the Append Progress Note form to document the correct diagnosis.	Provider contacts billing staff to let them know of the error. Billing staff Checks the service status. If claimed, the provider can enter the correct diagnosis codes for the client. The provider can use the Append Progress Note form to document the correct diagnosis. Billing staff will mark the claim for rebill in the AR console. The claim will be picked up for billing the next time rebills are run.
Incorrect Time, but Duration Is Correct	The provider can use the Append Progress Note form to document the correct time of the service in the note.	The provider can use the Append Progress Note form to document the correct time of the service in the note.	The provider can use the Append Progress Note form to document the correct time of the service in the note.	The provider can use the Append Progress Note form to document the correct time of the service in the note.