When ALOHA can't automatically match a patient's record in your system (EHR/PMS) to their insurance file, this guide walks you through the quick steps to manually link them so you can complete the eligibility check.
When You Need This Guide:
When You Need This Guide:
You see the "Action Required" label next to a patient's eligibility check result.
You need to know how to resolve a patient record mismatch between your Electronic Health Record (EHR) and their insurance file.
You are asking: "How do I manually link a patient's record in ALOHA?"
The patient's name, address, or other details in your system don't match the payer's file, and the eligibility check is stuck
What This Covers (And What It Doesn't):
✅ This covers how to use the Eligibility Search feed to manually connect unmatched patient records.
❌ This does not cover troubleshooting issues with your EHR integration or how to update patient demographic information in your source EHR/PMS system.
Prerequisites/You'll Need:
Access to your ALOHA account.
A patient record with an "Action Required" status in the Eligibility Search feed.
✅ Manually Connecting an Unmatched Patient Record
✅ Manually Connecting an Unmatched Patient Record
Follow these steps when ALOHA flags a patient record for an eligibility check because it couldn't find a perfect match.
Go to the Eligibility Search feed in your ALOHA account.
Find the patient's name and click the red Action Required button next to it.
In the pop-up box that appears (it will say "Patient cannot be matched"), click Verify Patient.
A list of possible patient matches from your EHR will appear. Click the correct patient name.
Pro Tip: Before clicking, you'll see both the EHR Address (from your system) and the Insurance Address (from the payer) to help you confirm the right person.
Finally, click Connect patient to EHR and confirm your selection to finalize the link.
💡 Common Questions
💡 Common Questions
What You Might Notice | Why It's Happening | What to Do |
A patient's name doesn't match—for example, "Bobby" in your system and "Robert" on the insurance card. | ALOHA couldn't auto-match because the legal name on file with the payer is different from the nickname or common name in your chart. | Manually link the patient using the steps above. You can verify the match using the date of birth or address before connecting. |
The eligibility check shows "Action Required," even though the patient's address in ALOHA seems right. | The insurance company might have an old address, a parent's address, or alternate information on file for the patient. | Verify the patient using the manual linking process. ALOHA shows you both the EHR Address and the Insurance Address to help you decide. |
The eligibility check is for a child, but the insurance is under a parent's name. | The primary policyholder's name (the parent/guardian) does not match the patient's name in your EHR, causing an auto-match failure. | Manually select the correct child's record from your EHR list to connect it to the corresponding insurance file. |
🎉 You'll Know It's Working When:
🎉 You'll Know It's Working When:
The red "Action Required" label disappears from the patient's name.
The patient's eligibility status updates to show their verified benefits.
You see a green checkmark next to their name in the Eligibility Search feed
💬 Need Help? We're Here!
💬 Need Help? We're Here!
If you're having trouble manually linking patients or have other questions about eligibility, our support team is ready to help.
Call us at: 800-563-0469
Email: support@getaloha.com