Healthcode Error Messages

See below for a list of error messages you might encounter when attempting to submit a Healthcode invoice, and how to fix them. Error messages appear in the top right-hand corner of the screen when a Healthcode invoice fails to submit.

Note: If the solution includes reaching out to the insurance company, you must directly speak to their Contracts Team about your issue.

The type of Healthcode invoice has not been set correctly.

Solution: You need to set the invoice type to be either:

The insurance details of a patient may be incorrect.

Solution: Check that the membership number provided by the patient is correct.

Your Healthcode credentials may be incorrect.

Solution: Check that you have correctly typed in your Healthcode credentials into Semble. If these are correct, then contact Healthcode to have new credentials generated.

The procedure code for the invoiced product is invalid or missing for the insurance provider.

Solution: First ensure that you have inserted an 'Industry Standard Code'.

Then check the procedure has a correct Industry standard code/CCSD code for the addressed insurance provider. Also, kindly verify that the code(s) in question was/were active code(s) for the Date of Service in question.

In order to verify all the above, please check the insurer’s online fee schedule or if the CCSD is missing, you’ll need to contact them directly.

If the CCSD code is shown then it shouldn’t fail so email Healthcode Coding team:

Once the codes are confirmed, you can amend this by going to the Products page and editing your procedure to have the following Healthcode configuration:

The primary diagnosis selected is not valid for the addressed insurance provider.

Solution: Select a primary diagnosis that is accepted by the insurance provider. Contact the insurance provider for a list of their accepted diagnoses.

The primary diagnosis selected is not valid for the addressed insurance provider.

Solution: Select a primary diagnosis that is accepted by the insurance provider. Contact the insurance provider for a list of their accepted diagnoses.

The authorisation code for the patient's insurance details has been entered incorrectly.

Solution: Edit the patient relationship with the insurance provider and amend the authorisation code so that it is in the correct format:

There are two causes of this error:

1) The Healthcode identifier inserted into your practitioner's user settings is incorrect.

Solution: Make sure you have inserted the details correctly. This will be the practitioner's GMC number with the number 0 at the front.

2) The entity is not recognised by the insurer being billed.

Solution: Contact Healthcode about your account and ask them to set your account up so that it is recognised by the insurer.

There are two causes of this error:

1) The Healthcode identifier inserted into your practitioner's user settings is incorrect.

Solution: Make sure you have inserted the details correctly. This will be the practitioner's GMC number with the number 0 at the front.

2) The entity is not recognised by the insurer being billed.

Solution: Contact Healthcode about your account and ask them to set your account up so that it is recognised by the insurer.

The industry standard code for the product is not accepted by the insurance provider.

Solution: Go to the Products page, and edit the product to have a valid industry standard code for the insurance provider. Make the edits in the Healthcode section.

This error is related to the invoice issue date being before the date of the appointment.

Solution: Edit the invoice to have the correct date.

The payee provider or provider of the service selected is not mapped to your Healthcode account.

Solution: Contact Healthcode to ask them to map the provider to your Healthcode account.

The procedure or appointment is in the future.

Solution: Submit the invoice to Healthcode on the day of, or day after, the procedure

The insurance provider contact does not have a Healthcode identifier.

Solution: Go to the Contacts page, and edit the insurance provider to have the correct Healthcode identifier. Make these edits in the Healthcode section.

This relates to tariff validation. Some insurers validate the price being charged for services against the contract prices, so they don’t receive invoices that they will have to shortfall.

Solution: Log into your Healthcode ePractice site and set a fee up in there. Contact Healthcode for more information on how to do this.

The invoice has already been submitted to Healthcode.

Solution: You do not need to submit this invoice to Healthcode again as it will have already gone through. Check the invoice's status to see if it has been 'Unprocessed'. If it has no status, then contact the Semble Customer Success team, and quote the invoice number so that this can be investigated. For more information on Healthcode statuses see here.

The invoice you are submitting has incorrect formatting, or may be using invalid characters.

Solution: Check the patient record (Valid DOB, valid address,..) and integration details in settings for any invalid characters. For example, you can not use apostrophes ( ' ), hyphens ( - ), at sign (@) and ampersands ( & ).

Healthcode is down and there is a problem with the external DNS record for www.services.healthcode.co.uk

Solution: Contact Healthcode for more information.

Healthcode is down.

Solution: Contact Healthcode for more information.

There is an issue with Healthcode's login services.

Solution: Contact Healthcode for more information.

It appears that the insurer has a price threshold for that type of booking.

Solution: We would recommend contacting the insurer directly to confirm the price threshold. Once you have this information from the insurer, kindly change the price in the 'Products' section and edit your invoice with the updated product.

It appears Healthcode are failing to respond within 10 seconds of a request we send them.

Solution: We suggest contacting Healthcode

It appears your site ID is not recognized or your password is incorrect.

Solution: We suggest contacting Healthcode to verify your site ID and/or password.

It appears: either the practitioner identifier code (which relates to the person you put on Semble invoice as the Controlling Specialist) isn’t mapped on the Healthcode system or it’s mapped but they aren’t recognised by the insurer.

Solution – if the practitioner isn’t mapped:

Please contact the Healthcode Customer Services team – they’ll need the following details:

Solution – if the practitioner is mapped:

Please send the following details to Customer Services requesting an insurer recognition update:

It appears the invoice hasn’t been submitted within the deadline set by the insurer.
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Solution: Contact the insurer directly to discuss the case.