It tells you at a glance how much of the payer's benefit data actually came back from the electronic verification (High, Medium, Low or Incomplete). Open it to see exactly which amounts the payer left blank and, when the response is weak, what to do next. This removes the guesswork between "the system failed" and "the payer simply
did not return that data".
Contents
1. Before You Start
2. Reading the Score on an Instant VOB
3. Acting on a Weak Response
4. How the Score Is Calculated
5. Turning the Score On or Off
6. Frequently Asked Questions
1. Before You Start
You will need:
iVerify enabled for your CRM instance (the score reads the iVerify response stored on each Instant VOB).
Access to the VOBs module to view Instant VOBs.
Administrator access only if you want to change the setting described in section 5.
Access requirements: the score is visible to anyone who can open an Instant VOB. The on/off setting lives in Settings → iVerify Settings and is available to CRM administrators. The score is on by default.
If you open an Instant VOB and do not see the score bar, ask your CRM administrator to check that "Quality score instant VOBs" is switched on (section 5). If the setting is on and the bar is still missing, contact Dazos support.
2. Reading the Score on an Instant VOB
Open any Instant VOB from the VOBs module. The score bar sits at the very top of the record, above the Smart Notifications and the payer exception notes. For High and Medium responses it starts closed, showing only the summary line:
Element | What it tells you |
Tier pill | High, Medium, Low or Incomplete. Green means most amounts came back, amber means some are missing, red means the response cannot be relied on. |
Amounts returned | How many of the critical benefit amounts the payer returned, out of how many apply to this plan, with a progress bar and percentage. |
Info icon | Hover to see a one-line summary of how the tiers are calculated. |
Policy inactive | Shown only when the payer reports the policy as inactive. |
Arrow | Click anywhere on the bar to open or close the details. |
Click the bar to open it. The details list the exact amounts the payer left blank, so you know what still has to be confirmed by phone:
Tip: A High score does not mean every amount came back. Open the card and check "Not returned by payer" before quoting benefits to a client.
3. Acting on a Weak Response
For Low and Incomplete responses the card opens automatically and adds a Next action line with two shortcut buttons. They do exactly what the buttons in the page header do.
Situation shown on the card | Suggested next action |
Incomplete with no response (the run did not complete) | Re-run iVerify, or try an alternate payer code or member ID. |
Incomplete with a payer error | Check the payer code and member ID, re-run iVerify, and call the payer directly if it fails again. |
Incomplete – Policy inactive | Confirm coverage with the client, then try an alternate payer or member ID. |
Incomplete with an active policy but no amounts | Call the payer directly, or create a Full VOB. |
Low | Call the payer directly to confirm deductible and out-of-pocket, or create a Full VOB. |
Medium | Review the missing amounts; a Full VOB may be needed to confirm them. |
Control | Purpose |
Run iVerify | Re-runs the electronic verification for this VOB (same as the header button). |
Create Full VOB | Starts a Full VOB from this Instant VOB (same as the header action). |
When a verification never produced a response at all, the bar says so and the next action tells you how to retry:
Important: The card never replaces the coverage details further down the page. It summarises them so you can decide quickly whether a phone verification is needed.
4. How the Score Is Calculated
The rules are fixed and identical for every instance. Administrators can read them at any time from Settings → iVerify Settings → How the quality score is calculated.
Amounts that are checked
Plan level (8): individual deductible, individual deductible remaining, individual out-of-pocket and individual out-of-pocket remaining, each for in-network and out-of-network.
Practice level (4): co-pay and co-insurance, in-network and out-of-network. These count only when the payer returned a practice summary (for example Mental Health).
Tiers
Tier | Rule |
High | 80% or more of the applicable amounts were returned |
Medium | 50% to 79% returned |
Low | Below 50% returned |
Incomplete | No response, a payer error, an inactive policy, or no amounts returned at all |
Exclusions that keep the score fair
Out-of-network amounts are not counted when the payer reports out-of-network services as not covered.
An out-of-network amount counts as returned when the in-network note says it applies to both networks.
A returned amount of $0 counts as data; only blank or missing values count as "not returned". 5. Turning the Score On or Off
1. From the CRM, go to Settings → iVerify Settings.
2. Find the row Quality score instant VOBs. "Yes" means the score is shown on every Instant VOB. 3. To hide the score everywhere, click Edit, switch Quality score instant VOBs off and click Save. 4. Switch it back on the same way. The change applies immediately to every Instant VOB, old and new.
Tip: Switching the score off does not delete anything. Turn it back on and every Instant VOB shows its score again.
6. Frequently Asked Questions
Q: Does the score change anything in the VOB itself? No. It is calculated from the payer response already stored on the VOB and is never saved back into the record.
Q: Why does a Full VOB not show the score? Full VOBs are verified by phone or manually and have no electronic payer response to rate. Only Instant VOBs show the score.
Q: Why do older Instant VOBs already have a score? The score is computed when the page opens, so every Instant VOB with a stored iVerify response is rated, including ones created before this feature.
Q: Why is the card sometimes already open when I land on the VOB? Low and Incomplete cards open automatically so the next action is visible without a click. High and Medium cards start closed to keep the page compact.
Q: The payer returned "0 of 6" instead of "0 of 12". Is that a bug? No. When the payer reports out of-network services as not covered, the six out-of-network amounts are left out of the count so the payer is not penalised for data it legitimately does not return.
Q: Can we change the thresholds or the list of amounts? Not from the CRM. The rules are fixed for now and shown read-only on the iVerify settings page. Send feedback to Dazos if your team needs different rules.
Q: Who can see the score? Anyone who can open the Instant VOB. The card shows tiers, counts and field names only, never the amounts or any client details.
Need Help?
If you run into issues:
1. Check Settings → iVerify Settings to confirm "Quality score instant VOBs" is set to Yes. 2. Open the Instant VOB again after re-running iVerify to see whether the score changes.
3. Contact Dazos support with the VOB number and a description of what the card shows, and reference CRM-3510.