Intro / Context: This FAQ addresses common reasons why standard integrations, such as Verification of Benefits (VOB) submissions and Insurance Policies, may not function as expected when custom fields are used in place of standard, out-of-the-box fields.
Q: Why aren't my VOB submissions or Insurance Policy integrations working automatically? A: These integrations rely on specific, out-of-the-box standard fields to function correctly. If you have created new custom text fields (e.g., for "Insurance Carrier Name" or "Insurance Policy Number") instead of using the standard system fields, the integrations will break.
Q: Which standard fields should I be using for Insurance information? A: Ensure you are using the following standard fields:
Insurance Provider: Use the standard picklist field (not a custom text field).
Insurance Policy Number: Use the standard "Member ID" field.
Note: If these fields are currently in a different block (like Patient Demographics), they should be moved to your desired tab (like Financial Questions) rather than creating duplicates.
Q: I already have data in custom fields. How do I fix this without losing data? A: You will need to migrate the data from your custom fields into the correct standard fields. This can be done easily using standard workflows:
Create a Time Interval workflow.
Use the Update Field action to copy values from the custom field to the standard field.
Use the Run Now feature to execute the migration immediately.
Q: Can I rename standard fields if I don't like the default labels? A: generally, yes. Relabeling standard fields (e.g., in the insurance table) usually does not break integrations. However, replacing them entirely with new fields will cause issues.
Pro Tips / Extra Help: If you have confirmed you are using standard fields and integrations are still failing, please submit a support ticket so our team can investigate further.