Since the payer did not mention a specific loop in their rejection message, we cannot determine if they are referring to the rendering provider NPI or the billing provider NPI. You will want to check both to make sure you have them entered correctly.
Rendering provider NPI
The rendering provider NPI can be found in Therabill under Providers->Provider List. Find the provider in your provider list and click the edit icon . Make sure the rendering provider NPI that you have entered is correct.
Billing provider NPI
There are a few places that Therabill may be using to put your billing provider NPI on the claim.
- By default, Therabill will use the NPI that you have entered under Admin->Member Info in Therabill.
- If you have any groups set up and this rendering provider is a member of one of those groups, then Therabill will use the group information (e.g. NPI) on the claim as the billing provider.
- If you have insurance specific billing provider info set up for this insurance company, then Therabill would have used that. You can check for insurance specific billing provider info under Billing->Insurance List.