FAQ & Support
FAQs & Support
Does a successful, Active result mean that the provider accepts the member's insurance?
No — Nirvana does not currently validate provider/practice network status. Nirvana provides the member's benefit information based on their policy. A successful in-network check does not mean that the member is necessarily in-network with your practice or provider; it indicates that the member does in fact have in-network benefits.
How do I know which payer ID to use?
The full list of payers supported by Nirvana's Standard check is here. Supported payers for a Discover check are here. At onboarding, our Customer Success team will help you navigate this — a process we call "payer mapping."
We've listed all alternate payer names per payer ID. Nirvana's check is based on Payer ID. For example, "Aetna" (ID 60054) and "Aetna Health Plans (AHP)" (ID 60054) will both make a check to the same payer. To try a different payer, make sure you select a different Payer ID.
What is payer mapping?
There is a lot of variance in payer names and payer IDs. Payer mapping ensures that for whichever ID or name you use in your organization, you'll be able to run the appropriate check using our platform — we match your IDs to the IDs we store to run checks with the payer. Our Customer Success team can help you set this up during onboarding.
I got an error message. What should I do?
Errors can happen from data entry errors, errors from the information we obtain from the payer, or other errors out of our control. Here are common error messages and how to manage them:
| Error | Guidance |
|---|---|
| Nirvana is unable to retrieve coverage information for this plan. Please confirm that the payer and member information are correct and resubmit. | Check patient information and try again |
| Nirvana previously located this member ID with a different payer. Please retry with a different payer ID. | Try again with a different payer ID |
| The payer does not recognize the member. Please confirm that the payer and member information are correct and resubmit. | Check patient information and try again |
| An invalid data format was provided for a request parameter, or the parameter was omitted. Details: validation_failures: "field x is a required field" | Check patient information and try again |
| Nirvana is unable to retrieve coverage information at this time. Please try again and contact Nirvana if the error persists. | Try again in a few minutes; flag to helpdesk if lasting more than 1 hour |
| Nirvana is experiencing a high volume of requests. Please try again later. | Try again in a few minutes; flag to helpdesk if lasting more than 1 hour |
| The payer is currently experiencing downtime. Please try again later and contact Nirvana if the error persists. | Try again in a few minutes; flag to helpdesk if lasting more than 1 hour |
| Nirvana is unable to determine if the plan is active or covers mental health benefits at this time. Please contact the patient or payer directly. | Call payer directly — information was not available to us |
| Nirvana does not support coverage requests for this payer. | Unsupported — contact payer directly and request the payer be added to Nirvana's supported list with your Customer Success Manager |
| The payer does not have explicit enrollment with this NPI. Please contact Nirvana support to assist in enrolling this provider. | Contact Customer Success Manager to complete enrollment |
| Payer does not recognize the provider, and provider has to go through the credentialing process | Reach out to payer directly to get credentialed |
| Nirvana does not yet support cost-estimates on this plan. | Unsupported — contact payer directly and request the payer be added to Nirvana's supported list with your Customer Success Manager |
I'm running a Bulk CSV Check, and Nirvana flagged some data errors. How do I fix them?
Simply fix the data errors in your CSV and re-upload. If you decide to run the CSV file as-is, no worries — we'll remove the ones with data errors before we process the run.
Does my CSV need to be formatted in any particular way?
Yes — please use the CSV template provided in the UI. Each check type (Standard, Discover, Smart Scan, Medicaid) has a different template. You can add additional columns to the end of the template, and we'll return those columns as-is in the CSV output from the run.
Updated about 1 month ago