Common Symptoms
Full VOBs are not being sent to the billing team
InstantVOBs are marked as 'Incomplete' despite correct insurance information
Email workflows are not triggering properly
VOB verification emails are not reaching the intended recipients
Root Causes and Solutions
1. Incorrect Workflow Email Configuration
Cause: The workflow is configured to send emails to the 'Verified by' person instead of the billing team.
Solution:
Navigate to your VOB workflow settings
Locate the "New Full VOB Request to Billing Team" workflow
Update the recipient email address to your billing team's email instead of the 'Verified by' person
Save and test the workflow configuration
2. Email Domain Restrictions
Cause: Workflows cannot send emails from customer domains as the email server blocks them for security reasons.
Solution:
Check your workflow sender email settings
Ensure all workflow emails are configured to send from [email protected]
Remove any custom domain email addresses from the sender field
Test the workflow after making changes
⚠️ Important: Using your own domain as the sender will cause emails to be blocked by the email server.
3. Incomplete VOB Status Issues
Cause: VOBs may appear incomplete due to expired insurance policies or temporary payer-related issues.
Solution:
Check if the patient's insurance policy is current and not expired
Verify that all required insurance information is complete and accurate
Wait for any temporary payer-related issues to resolve (these can be temporary)
Retry the VOB verification after confirming the policy status
Verification Steps
After implementing the solutions above:
Test the workflow by submitting a new VOB request
Confirm that emails are being received by the billing team
Check that VOBs are processing correctly without an incomplete status
Monitor for 24-48 hours to ensure consistent functionality
When to Contact Support
Contact Dazos Support if:
Issues persist after implementing the above solutions
You need assistance updating workflow configurations
Multiple VOBs continue to show as incomplete despite current insurance policies
You receive clearinghouse-related errors
Related Resources
VOB Workflow Configuration Guide
Email Notification Settings
Insurance Verification Best Practices