Troubleshooting EOB Printing and Scan Extraction Issues
You can improve EOB posting and printing by treating incoming EOB PDFs as originating from the clearinghouse (their format cannot be changed on our side), providing representative sample EOBs/screenshots or metadata for investigation, and accounting for known Scan EOB limitations with certain payers and large files.
What should I know about the source and format of EOB PDFs?
EOB PDFs are received directly from the clearinghouse and their PDF layout and pagination cannot be modified on our side. That means multi-payment EOBs may arrive as separate pages per payment if the clearinghouse generates them that way.
What can I do when EOB printing shows each payment on a separate sheet instead of a combined page?
Because the PDF format comes from the clearinghouse, request that the clearinghouse review how they generate the EOBs if you need combined pages. Your internal options are:
- Print the PDFs as delivered (each payment on its own page).
- Ask support to contact the clearinghouse to investigate recent format changes.
What issues exist with the Auto Posting / SCAN EOB functionality?
Known extraction issues include:
- Humana EOBs: the SCAN EOB option can fail to capture the exact paid amount accurately.
- UHC EOBs: the allowed amount can be missing from extracted data.
- Large EOB files: SCAN EOB often fails for large files, frequently when an EOB contains more than ~50 pages and almost always when exceeding ~80 pages.
What steps should I take when the Scan EOB extraction is incorrect or fails?
- Save a representative sample of the problem EOB(s) as received (PDF).
- Capture screenshots that show the specific extraction error (e.g., paid amount, allowed amount).
- Collect identifying metadata for each sample EOB you will submit (EOB ID, patient identifier, date of service).
- Provide the samples, screenshots, and metadata to support so they can escalate and investigate.
How should I report printing or extraction problems to support?
When contacting support, include:
- A sample PDF showing the printing or extraction problem.
- Screenshots highlighting the incorrect or missing fields.
- Relevant identifiers: EOB ID, patient name or practice identifier, and date(s) of service.
Support will use these materials to investigate and can reach out to the clearinghouse if the PDF formatting requires their intervention.
Troubleshooting tips for common EOB issues- If multiple payments appear on separate sheets when you previously saw them combined, check whether the clearinghouse changed how they generate PDFs and provide a sample PDF to support.
- If the paid amount or allowed amount is wrong/missing after scanning, attach the original EOB PDF and screenshots of the fields that failed extraction.
- For failures processing very large EOBs, split the file into smaller batches before scanning and submit samples to support for review.