Need a Copy of an EOP?
To obtain a copy of an Explanation of Payment (EOP), please log in to your Provider Portal, where you can view, download, or print EOP documents.
Please note: We do NOT accept EOP requests over the phone. Be sure your staff and billing team are aware of this policy.
We’ve recently seen a rise in AI-generated bot calls requesting this information. These calls not only contribute to longer hold times for providers, but also are unhelpful because EOPs must be accessed from the Provider Portal. Training your staff and billing teams to use the Provider Portal helps reduce delays and improves efficiency for everyone.
Troubleshooting Tips
If the EOP document isn’t available in the Classic or New Portal:
Step 1: Verify the claim has been received. If the claim shows as received, check the current status:
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Pending claims: Please allow additional time for processing.
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Rejected claims: You must resubmit with all required and valid information.
(Important: When resubmitting a rejected claim, do not reference the rejected claim number. A new claim number will be assigned.)
Not showing a claim received: Any claims that are not showing received after 30 days from the sent date will need to be resubmitted.
Step 2: If the claim has been received and processed, but no EOP is available:
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Submit a request through the Message Center to the “Request for Missing EOP/835” mailbox.
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Include the Transaction Number of the draft you need.
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If you don’t have the transaction number, include the claim number, patient’s full name, date of service, and billed amount.
Step 3: Please allow 48–72 hours for a response.
Note for providers using a clearinghouse or UHIN: You may also obtain an 835 report directly from your clearinghouse.
Reminder!
Following these steps helps reduce call hold times and allows our Service Center agents to assist you and other providers more efficiently.
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