Payment/Receipt FAQs

Payment/Receipt FAQs


Payment/Receipt FAQs

Adjustments/CARC Codes

Balance on Patient Receipt

Why is the Balance on a Patient Payment Receipt different than when I first created the Receipt?

The Balance on a saved Patient Receipt is the real-time balance, not necessarily the Balance when the Receipt was created.

    1. Example: The Patient Balance when the Receipt was created was $300. Since the Receipt was created, a $36 Patient Payment was posted. When the Receipt is opened again, the Balance will be $264.

Balance Transfer

Why should I do a Balance Transfer when the Secondary is posted before the Primary?
  • Payments should be posted in their Adjudication order, so the Primary Payment should be posted before the Secondary Payment.

  • If the Payments are posted out of order, this can cause a discrepancy with the way that Responsibility is displayed.

  • Learn More: Balance Transfer

Should I select Leave Balance or Transfer to Next Party in the "Balance To" dropdown?
  • If the "Balance To" dropdown is left as Transfer to Next Party, a Credit is created on the Secondary Payment, and a Debit is created for the Patient.

    • The Primary Adjudication will balance the Credit and Debit and a Balance Transfer is not necessary.

Copays

Why is the Copay pop-up not displaying on the Modify Charge Screen?
  • The Copay Received Date must be the same as the Date of Service.

I used the Copay pop-up to post the Copay. Why didn't it post?

Check Number

How do I find a Payment by Check Number?

Credit Cards

How do I process a credit card Payment where the Credit Card Vendor is not integrated with the System?
What is the Process Electronically checkbox used for?
How do I use Stored Cards?
  • Stored Cards can be used on Payment Plans, but also allow for expedited copay collection and to run against a Patient's Balance.

Denials

How do I post a denial?

Dummy Patient

How do I create a "Dummy" Patient to post fees, interest, and penalties?

Error Message when Posting

What does this error message mean: Not enough funds?
  • You do not have enough funds to apply this transaction. You cannot overapply received amount. 1:99214 - Total number of adjustments (0.00) does not equal the charge (196.00)

    • The Payment plus Adjustments plus Patient Responsibility must equal the Charge Amount.

    • Example: Charge = $150.00; Allowed: $95.00; Payment $75.00; Adjustment = $55.00; Patient Responsibility = $20.00

    • Payment $75.00 + Adjustment $55.00 + Patient $20 = $150.00 which is the Charge Amount.

 Escrow
What is Escrow?
  1. Escrow is money that has been entered into the system on a Receipt but has not yet been applied to a Charge (Encounter).
  2. Learn More: Escrow Overview
Can I see Insurance Escrow on the Patient Dashboard?
  • No, Insurance Escrow cannot be seen on the Patient Dashboard because an Insurance Receipt is not associated with just one Patient even if there is only one Patient on the Remit.

  • Patient Escrow does show on the Patient Dashboard because the Receipt is associated with a Patient.

Insurance
What do I do when the remit has a different Insurance than the Insurance that is on the Patient's Insurance Profile?
  • If this is a crossover from the Primary Insurance to the Secondary Insurance, the Crossover Mappings button on the ERA list screen can be used to map the Insurance.

  • If the Insurance is correct, but the Payment came back with a different name and/or Payer ID than what is in the System, the ERA Payer ID can be added to the Payer.

    • Example: The claim was sent to Great West, but came back as Cigna.

      • Cigna manages Great West but has a different ERA Payer ID than the one in the Insurance Library.

Payments

How do I post a Patient Payment?
How do I post an Insurance Payment?
How do I post an ERA?
How do I move a Patient Payment to another Patient?
How do I post a Payment to a Balance Forward (from old PM)
How do I post a Payment to a Balance Forward (from old PM)  

Payment Plans

Will a Payment Plan automatically become Inactive when the Balance is paid in full?

If a Payment Plan has "Hold for Payment Plan" selected for Statements, will any Statements get sent for Patients under the Guarantor?

  • Statements will still send for any Encounters that are not associated with the Payment Plan.

    • Note: The Encounters that are not a part of the Payment Plan will not indicate that other Encounters for the same Guarantor are on a Payment Plan.  

Print

How do I print the Payment History for a Patient?
How do I print the Payment History for a Patient?

Receipts

What is a disbursed Receipt?
How do I find a deleted Receipt?
How do I find a deleted Receipt?
How do I find a Receipt in Escrow?
How do I add Receipt History to the Home Dashboard?
  • The Receipt Panel can be pinned to the Home Dashboard (which includes the History) by going to Payments and selecting the Push Pin on the Receipts with Escrow panel.  


Takeback/Refund

What is the Difference in a Post as Remitted Takeback and using the Manual Takeback?
What is the Difference in a Post as Remitted Takeback and using the Manual Takeback?
What report do I run to see Refunds?
What report do I run to see Refunds?
How do I cancel/reverse a Refund?

Example: You accidentally created a Refund Receipt for a Patient.

  • If the Refund is in an open period, the receipt can be deleted (permission controlled).

    • If you have refunded the money to the Patient, you should not delete the Receipt.

  • If the Refund is in a closed period and the money has not been given to the Patient:

WU Adjustment
What is a WU Adjustment?
  • The "WU" indicates that an unspecified recovery has been applied toward your payment. This was not initiated through a Medicare Part B overpayment. This could also be reported as an LE.

    • It is a tax levy not associated with an overpayment.

    • It could be garnishments, child support, alimony, etc.

Learn More: Provider Level Adjustments


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