Meet Sage: Your New Chat Assistant for Claim Status Inquiries

Palmetto GBA is happy to announce the introduction of our newest chat self-service tool, Chat Claim Status, for Part A and home health and hospice providers.

You will be able to check Part A and home health and hospice claim statuses through our chat application with the help of our automated digital assistant.

You can access the Chat Claim Status tool through our chat links available through eServices or any of the JJ or JM website pages for Part A or home health and hospice by selecting the Chat Now button in the lower, right corner of your browser window.

The prechat survey will pop-up, enter your name, email address and phone number.

Next, under Inquiry Information select Claims from the drop-down menu, then select Check Claim Status.

After selecting Check Claim Status, the survey will automatically open for you to enter your provider credentials and claim information.

Complete the prechat survey in its entirety.

Enter the following provider information:

1. Select your billing state from the dropdown menu
   • Home health and hospices do have a state selection
2. Enter the billing facility’s Provider Transaction Access Number (PTAN)
3. Enter the billing facility’s National Provider Identifier (NPI) number
4. Enter the last five (5) numbers of the billing facility’s Tax Identification Number (TIN)

Enter the following patient information:

1. Enter the patient’s name, as it was submitted on your claim
2. Enter the patient’s Medicare Beneficiary Identifier (MBI)
3. Enter the patient’s date of birth (DOB)

Tip: The patient’s name must exactly match the name entered on your claim, including any middle initial and/or suffixes if applicable.

Enter the following claim information:

1. Enter From date of service (DOS)
2. Enter To DOS
3. Enter the total amount billed on your claim

Tip: All entries (i.e., provider, patient, claim) must exactly match the information submitted on your claim. If you have entered any of the information incorrectly, you will receive the following message from Sage stating the assistance was unable to find your claim and that the information entered does not match our records.

If you successfully enter all the required information, Sage will return the following response:

• You will receive a message from Sage with your reference number
• Sage will tell you a claim was found and will reflect all the information you entered into the Prechat Survey
• The status of your request will be reflected:
  • Claim Number (DCN)
  • From DOS
  • To DOS
  • Status of Claim
  • Billed Amount
  • Remit Number
  • Paid Amount
  • Remit Date

Tip: Status Types

• Paid
• Denied
• Rejected
• Return to Provider 
• Processing (no payment or remittance information will be reflected)

Sage will give you an opportunity to connect with a live agent if you have questions regarding the information returned on your claim.

Please note:

• If your claim has been paid or denied and you need assistance with your claim, please click “Yes” to discuss your claim with the agent 
• If your claim has been processing in excess of 30 or more days and you need assistance with your claim, please click “Yes” to discuss your claim with the agent 
• If your claim reflects rejected or return to provider, please check your remittance or DDE for the associated reason code 
• If Sage is unable to locate your claim, please come back after you verify your claim entry information and Sage will be happy to assist you. An agent will not be able to provide you with any additional information if your claim was not located by Sage.