CPO-04 Collections Presented by: Sandra Girten HealthSystems Client Services December 19, 2007
Agenda Collections Workflow Discussion Collections Criteria Adjustment Types Payment Type Collections Status Collections Letters Using the Collections Module Batch Collection Letters Collections Reports 2
Collections Module The Collections Module is used to identify visits that have gone unpaid for an unacceptable amount of time. Within Centricity you are able to set the collection criteria to determine the age and dollar amount at which these visits should be moved to the Collections Module. Visit balances can be moved to the Collections Module based on patient balance and aging. You may determine whether or not to be prompted when accessing a patient with a visit(s) in Collections. Custom letters may be created (by the user) and imported back into Centricity, to be mailed to those patients in various stages of Collections. Southeast Centricity User Conference, Callaway Gardens, Pine Mountain, GA January 25, 26 and 27, 2007 3
Collections Workflow In house collection workflow terminology is referenced as Collections in Centricity. Outside collection/collection Agency is referenced as Bad Debt in Centricity. In house collection workflow and policy; how many letters are sent and at what interval? Do you write off patient balance, when sent to outside collection agency? Do you offer payment plans to patients? How does collection agency get paid? Bad Dept recoup process when payment is received from collection agency. 4
Collections Criteria 5
Adjustment Types Bad Debt W/O - Used to tract monies turned over to outside collection agency. Bad Debt Reversal - Used as a debit adjustment when payment is received from collection agency. Collection Agency Fee - Used to tract what is cost to collect the monies. 6
Payment Type Collection Agency Payment Used to tract money collected by outside collection agency. 7
Collection Status User Defined New Visit moved to collections, no action taken. Friendly Reminder First letter or contact. Final Notice Warning of outside collection action. Doctor Approval request approval of doctor to turn account over to outside collection agency. Payment Plan Delinquency Guarantor defaulted on agreed payment date for payment plan. Collection Agency Visits in this status will be turned over to outside collection agency. Balances will be adjusted of as bad debt and billing status will become Bad Debt. 8
Collections Letters To Create New Collection Merge Letters Click Reports Expand the Reports tree Expand the Collections folder Expand the Letters folder Highlight Collection Letter Click Design Mode on the Tool Bar. Select Collection Letter Go To File > Save As Type the Name of the letter that you want to create, such as Friendly Reminder. Repeat the process for each letter that you want to create. 9
Collection Letters - continued Select the Friendly Reminder letter In the right side pane, click the export button Select Desktop to save the file in Name the document Friendly Reminder.doc. This creates a Word document. Save as type: Select All Files 10
Collection Letters - continued Minimize Centricity and open the letter saved on the desktop Make appropriate changes, save the letter and close Return to Centricity, to the Reports component (Design Mode) Select Import. The Open window will display Change the file type to All Files (*.*) and select the revised collection letter Click Open Verify the new letter is now highlighted on the left reports pane Select Save icon on toolbar The system will prompt to update the changes to the database Click Yes Repeat the process for each letter you wish to create. (example: Friendly Reminder Letter, Final Notice Letter, Missed Payment Plan Letter) 11
Sample Collection Letter November 30, 2007 «Guarantor_First_Name» «Guarantor_Last_Name» «GAddress1 «GAddress2 «GCity «GState «GZip Patient Balance: $«Visit_Patient_Balance» Insurance Balance: $«Visit_Insurance_Balance» Dear «Guarantor_First_Name» «Guarantor_Last_Name», This is a reminder that there is an outstanding total balance of $«Visit_Total_Balance» for services provided to «Patient_First_Name» «Patient_Last_Name» on «Visit_DateOfService». We kindly ask your cooperation in paying this amount at your earliest convenience. If you have any questions regarding your account please call «Facility_Phone_1». Thank you. 12
Attach Custom Letters to Collection Status General Administration Collection Status Select Collection Status Select Letter Click drop down and select the corresponding letter Click Save 13
Using the Collection Module Click the Collections button or icon Collection Criteria window displays Choose the desired collection status Click OK 14
Using the Collection Module - continued Double click the visit that you wish to work on. Tip: You can sort patients by name. 15
Using the Collection Module - continued The individual Collections visit will open with a Collection Status of New The Next Contact date is automatically set to the date that visit was put in collections Change the Collection Status to the desired status. 16
Collection Strategies Collect Co-pays at the time services are provided. Follow up on ANY outstanding receivables at 45 days Document, Document, Document Consider whether or not your practice should continue to provide services to a patient that has an outstanding patient balance. Consider whether or not your practice should renew the contract with the Insurance Carrier, if there seems to be an issue with receiving payment for services provided. Establish office standard and put process in place to accomplish the goal. 17
Batch Collections Letters Click Reports Expand the Reports Tree Expand the Collection module Expand the Letters module Select the desired letter In the window to the right, select the criteria desired Click the Print icon All patients with the selected status will generate a letter 18
Collections Reports Guarantor Collections Account Balances Patient Delinquency Collection Labels Patient Collection Listing 19