Whiteboard to Build Automated Self-Pay Collections, APSC ...€¦ · Automation option #1- Budget...
Transcript of Whiteboard to Build Automated Self-Pay Collections, APSC ...€¦ · Automation option #1- Budget...
Whiteboard to Build Automated
Self-Pay Collections, APSC Part 1
AUGUST 9, 2016
First things first…
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Whiteboard considerations…
• POP > Statement Tab
– Are you sending
your statements by
account, department,
or division your
system?
• Minimum Balance for
statements
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Whiteboard considerations…
• POP > General Tab
– How are you
currently aging your
system?
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Whiteboard considerations…
• Remember only billed
vouchers will qualify for
Automated Selfpay
Collections
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Whiteboard considerations…
Do you want to review
accounts before the
collection process
begins?
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Whiteboard considerations…
Do you change the Account
Types for accounts?
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Do you change the Account Types of accounts?
No! That’s ok – YOU DON’T HAVE TO!
If Yes! Your possibilities are
ENDLESS!
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Sample Account Types
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Account Type Maintenance (ATM)
Are you
holding
statements
for account
types?
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Just one workflow???
Possible workflows for Large
Balance accounts
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Large Balance Workflows – Example #11. Initial Review (Manual)
2. Change Account Type – Pre-Collections
3. Collection Note – Pre-Collections
4. Collection Letter 1 (Wait 14 days, Ext Wait 28 days)
5. Review for Letter 2 (Manual)
6. Collection Letter 2 (Wait 14 days, Ext Wait 28 days)
7. Final Review (Manual)
8. Final Letter (Wait 10 days, Ext Wait 28 days)
9. Transfer to Collection Agency (weekly)
10. Adjust off to Collections
11. Change Account Type – Collections
12. Collection Note – Add Collection Agency note & inactivate Pre-Collection Note
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Large Balance Workflow – Example #21. Change Account Type – Pre-Collections
2. Collection Note – Pre-Collections
3. Initial Review & First Collection Call (Manual)
4. Call Review Extension (Wait 27 days, no Ext Wait)
5. Second Collection Call (Manual)
6. Provider Review Report (Wait 7 days, no Ext Wait)
7. Provider Review (Manual)
8. Dismissal Letter (Wait 1 day, no Ext Wait)
9. Transfer to Collection Agency
10. Change Account Type – Collections
11. Collection Note – Collections and inactivate Pre-Collection Note
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Large Balance Workflow – Example #31. Collection Note – Pre-Collections
2. Provider Review Report (Wait 1 days, no Ext Wait)
3. Collection Call (Manual)
4. Collection Letter 30 day (Wait 30days, Ext Wait 30 days)
5. Provider Review (Manual)
6. Transfer to Collection Agency
7. Collection Note – Collections and inactivate Pre-Collection Note
*** Note the client does not change the account type
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How a Collection Agency is setup…
Possible workflows for Small
Balance accounts
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Small Balance Transfer
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Small Balance Workflow – Example #11. Change Account Type – Pre-Collections
2. Collection Note – Pre-Collections
3. Initial Review & First Collection Call (Manual)
4. Call Review Extension (Wait 27 days, no Ext Wait)
5. Second Collection Call (Manual)
6. Provider Review Report (Wait 7 days, no Ext Wait)
7. Provider Review (Manual)
8. Dismissal Letter (Wait 1 day, no Ext Wait)
9. Transfer to In-House Bad Debt Collection Carrier
10. Change Account Type – Collections
11. Collection Note – Collections and inactivate Pre-Collection Note
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Small Balance Workflow – Example #21. Initial Review (Manual)
2. Overdue 60 day letter (Wait 30 days, Ext Wait 30 days)
3. Change Account Type - Delinquent
4. Collection Call (Manual)
5. Overdue 90 Day Letter (Wait 30days, Ext Wait 30 Day)
6. Change Account Type – Dr Review
7. Provider Review (Manual ) *client generates an excel spreadsheet by provider for the report
8. Transfer to In-House Bad Debt Collection carrier
9. Change Account Type – Collections
10. Collection Note – Collections ***notice no Collection Notes are added until the account has
been turned over.
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Small Balance Workflow – Example #3
1. Collection Note – Bad Debt (Balance range $.01 to $100.00)
2. Adjust Balance (using Bad Debt transaction code)
How do you want to handle
Budget Accounts?
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Budget possibilities…
Automation???
Handle Budget within
Existing Workflows???
2
1
OR
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Automation option #1- Budget Workflow
1. Collection Note – Budget (Manual) ( qualified based on the user setting the
account type to Budget. Some clients use Payment Arrangements.)
2. Payment Plan Confirmation Letter (Wait 30 days, Ext Wait 30 days)
3. Missed Payment Letter (Wait 30 days, Ext Wait 30 days)
4. Provider Review (Manual ) *client generates an excel spreadsheet by
provider for the report
5. Transfer to Collection Agency
6. Change Account Type – Collections
7. Collection Note – Collections ***notice no Collection Notes are added until
the account has been turned over.
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Automation option #2 - Budget Workflow
1. Collection Note – Budget (Manual) ( qualified based on the user setting the
account type to Budget. Some clients use Payment Arrangements.)
2. Budget Letter (Wait 30 days, Ext Wait 30 days)
3. Review (Manual)
4. Transfer to Collection Agency
5. Change Account Type – Collections
6. Collection Note – Collections and inactivate Budget Note
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How to Handle Budget within Existing Workflows…
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Handling ‘Budgets’ within Existing Workflows
*Create a ‘Budget’ Action that can
be used independently of an
existing workflow’s defined actions
that serves as a placeholder in a
Collector’s queue to manage
Budget Payments
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Handling ‘Budgets’ within Existing Workflows
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Handling ‘Budgets’ within Existing Workflows
Other automation
possibilities…
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Bankruptcy Workflow – Example #1
1. Collection Note - Bankruptcy ( qualified
based on the user setting the account type to
Bankruptcy)
2. Adjust Balance (using Bankruptcy Adjustment
Code)
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Bankruptcy Workflow – Example #2
1. Collection Note - Bankruptcy (
qualified based on the user setting the
account type to Bankruptcy)
2. Hold for Bankruptcy Approval Notice
(Wait 30 days, no Ext Wait)
3. Adjust Balance (using Bankruptcy
Adjustment Code)
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Sample of Bad Address Workflow
1. Collection Note – Bad Address ( qualified
based on the user setting the account type to
Bad Address)
2. Transfer to Collection Agency
3. Change Account Type – Collections
4. Collection Note – Collections and do not
inactivate Bad Address Note since we still do
not have a valid address on file.
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Sample of Deceased Workflow
1. Collection Note – Deceased Note ( qualified based on the user setting the account
type to Deceased)
2. Review for Death Certificate (Manual)
3. Death Certificate Hold (Wait 30 days, no Ext Wait)
4. Review for Death Certificate (Manual)
5. * User to add note when Death Certificate has been received in previous step
6. Adjust Balance (using Bad Debt Deceased transaction code)
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Sample of Payroll Deduction Workflow
1. Payroll Deduction Note ( qualified based on the user setting the account type
to Payroll Deduction)
2. Payment Deduction letter (Wait 30 days, Ext Wait 30 Days)
3. Review
*** if the employee is no longer employed, they will change the account type to
standard and complete the account out of Payroll Deduction to be collected.
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Sample of Homeless Workflow
1. Collection Note – Homeless ( qualified based on the user setting the account
type to Homeless)
2. Adjust Balance (using Bad Debt Homeless Adjustment Code)
Can we automate when an
account is Paid in Full?
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Action(s) to take when self-pay balance is paid in FULL!
There are two methods of exporting
accounts to an agency…
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Options for exporting accounts
• Standard export
–Contains the information in the current
Collection Account Report
–Will create two files: patient demographic
information and financial information
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Options for exporting accounts
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All the pieces of the puzzle…
AAM AWM WQM WOM
What is the gateway to
Automated Collections?
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Work Queue Maintenance
Let’s tie everything together…
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Workflow Organization Maintenance
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Distribution of accounts…
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Questions?
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