MedFlow IO Help Center

How to Identify Appointment Denials

Portal walkthrough on how to understand why appointments are denied.

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Written by Luke Longo

Updated over 5 months ago

How do I find denied appointments in the portal?

Go to the day’s Appointment Schedule Tab:

From Home → Appointment Schedule Tab, click the calendar tile for the day you're reviewing (e.g., “17 appointments” on July 8).
This opens the full appointment list for that day.

2. Filter to show only denied appointments:

Use the Status dropdown (above the appointment list).
Select Denied.
The list will now show only denied appointments.

How can I view the reason for a denial?

Option 1: Click the three dots next to the appointment → select View Notes (this keeps you on the full list).

Option 2: Click into the appointment.
- On the appointment detail page, the red Denied status will be displayed clearly.
- Click Show All Notes and Comments to see the denial reason(s).

What are the most common denial reasons and how do I fix them?

Category	Examples	How to Fix It
Coverage Rules & Policies	Copay or coinsurance thresholds exceeded. Patient OOP falls outside of practice rules.	Contact your Customer Support Specialist to review coverage rules. These are agreed-upon documents that may need rep input or broader internal review.
Medicare Conflicts	Patient is in a Skilled Nursing Facility (SNF). Patient is under Home Health services.	The denial will remain in place until the conflict ends. Reschedule after the patient is discharged.
Missing Information	Missing policy number. Incomplete demographic fields.	Go to Demographics → Insurance, add the missing info, then notify [email protected] or message Fin. Do not assume we’ll automatically see updates.

What if the appointment shows as “Missing Information” instead of “Denied”?

“Missing Information” (Orange) still requires review:

Open the appointment.
Click Show All Notes and Comments.
The notes will list what’s missing (e.g., DOB, ID, etc.).
Update the information, notify [email protected], and the appointment can then be resubmitted.
Once resolved, the Medflow IO team will update the appointment status (e.g., to Verified or Denied).

Who can help if I need to adjust our practice’s policies?

If you need to update your coverage rules (e.g., visit frequency limits, payer settings), contact your representative.
These changes involve approved documentation and should be reviewed with your group before updates are made.

Status Color Codes:

Color	Status	Description
🔴 Red	Denied	Insurance denied the codes and the patient will not receive medical products. Patient OOP falls outside coverage rules. Use View Notes for details.
🟠 Orange	Cancelled	Surgery was canceled but not yet rescheduled.
🟢 Green	Verified	Insurance approved the codes, and the patient meets group protocol. After discharge, the group may place the product order.
🟡 Yellow	Needs Review	MedflowIO is verifying insurance. No action is needed at this time.
🟠 Orange	Verify Address	A PO Box was listed MedflowIO is reaching out to the patient/practice for a valid physical address. If your team gets the physical address, email it to [email protected], so we can update the information
🟣 Purple	Pending Auth	MedflowIO has submitted for authorization and is awaiting approval or denial. No action is needed at this time.
🟢 Green	Ordered	Patient completed the procedure, and the group has placed the order.
🟣 Purple	Review Patient Cost	The group has chosen to not auto deny based on amount and would like to review cost with patient.
🟠 Orange	Missing Information	Critical details (DOB, Member ID, etc.) are missing or invalid. Check Show Notes and send updates to [email protected].

Quick Tips:

Always check Show All Notes and Comments or use the View Notes shortcut.
If you update missing information, please notify someone at [email protected] with the patient's name and appointment date.
If you need more help or have any questions, feel free to call MedFlow IO Support at +1 813-737-7273.