🔠 Name Misspellings or Discrepancies
- You may have misspelled the patient’s first or last name.
- Your EHR may have
Jonathan, but the vision plan hasJohn.
- Nicknames and legal names may not match across systems.
Tip: Try alternate spellings or shortened versions of names. Guess as many times as needed to find a result.
🎂 Incorrect Date of Birth
- The date of birth may have been entered incorrectly.
Tip: Verify with a second data source such as a picture of an ID stored in your EHR.
🆔 Invalid or Mistyped Member ID
- The
Member IDmight: - Be copied incorrectly
- Contain a typo
Reminder: Patients often provide expired or incorrect ID cards.
🔐 Login Credentials Have Changed
- Your practice’s login to the vision payer's portal may:
- Have a new username
- Require a password update
- Be locked out due to multiple failed login attempts
Action: Log into the payer’s portal directly to verify your credentials. If there has been a change, go to the Configuration tab in SpexFetch and update the information.
Make sure you are entering the credentials in the correct location—especially if you manage multiple accounts. The data is autosaved.
🔒 Note: Only administrators can edit vision plan usernames and passwords in the app. If you do not have admin access, please contact the appropriate person to make the update.
📉 Missing Required Search Criteria
- Some payers require specific fields like:
Date of BirthMember ID- Full
FirstandLast Name
Tip: If you omit any required info, the search may fail.
📅 Invalid Service Date Range
- You're attempting to search for a service date that is:
- Too far in the future
- Or too far in the past
Tip: Keep service dates within the recommended eligibility verification window.
