Scheduled Outages: The HCAI system will be unavailable from 5:00 p.m. (EDT) September 29 to 8:00 a.m. (EDT) October 2
Scheduled Outages: The HCAI system will be unavailable from 5:00 p.m. (EDT) September 29 to 8:00 a.m. (EDT) October 2
Health Care Facility | Insurers | Related Initiatives  

Can't Find an OCF


It happens. A facility notifies you that an OCF has been sent but you cannot retrieve it in your worklist.

When this happens, your first step should always be to escalate the matter to someone in your organization with the Form Manager or Claim-Claimant Administrator level of access who can search for the OCF across the organization and assign it to you.

There are two common reasons why an OCF isn’t appearing in your worklist:

  • The OCF has been received by your organization but has not been matched to an existing claimant
    When this happens, the Form Manager or Claim-Claimant Administrator will need to search for the document and match it to the claimant
  • The OCF has been received by your organization and has been matched to an existing claimant, but that claimant is not assigned to you in HCAI
    When this happens, the Form Manager or Claim-Claimant Administrator will need to search for the document and reassign the claimant to you in HCAI

If the Form Manager or Claim-Claimant Administrator is unable to locate the form, you will need to contact the facility to confirm that the form was successfully sent. You can confirm this if the form has a document number assigned to it (Click here to see the facility view of where the document number is located on the HCAI application).

If it does have a document number, confirm with the facility that it was sent to the correct insurer.