Resolve Send Failed Claim Status

If you are seeing the Send Failed status on claims in the Ready card in the Claims Workbench, it is due your MNITs credentials being incorrect. This feature currently is used by agencies that migrated from our Legacy platform to Pavillio, and is necessary for sending claims if you didn't complete the trading partner application with us.

To resolve this issue do the following:

  1. Go to Administration > Agency > Communication.

  2. Click on Direct Connectivity.

  3. Find your Payor and click the + under the Actions column.

  4. The Add Communication Credentials panel opens.

    1. Scroll down and locate the SFTP Password and click the Trash icon.

    2. Select SFTP Password from the Parameters Name dropdown.

    3. In the Value field enter your current password. It is very important that this is a valid password for MNITs and it is your current password

    4. Click Add, and then click Save.

      Add Communication Credentials

  5. Repeat steps a-d for each UMPI/NPI Number, if applicable.

  6. Go to Financials > Claims Management and click on the Ready card.

  7. Select Send Failed from the dropdown below the cards.

  8. Select the records and click Resend.

Allow time for the claim to process, and monitor statuses accordingly. If the issue does not resolve, submit a Support Request.