Collections Process (Audit)

The purpose of this document is to provide the guidelines on how to track a practice response when working on the monthly delinquent list audit, providing the steps on how to complete this task accordingly.

The purpose of this document is to provide the guidelines on how to track a practice response when working on the monthly delinquent list audit, providing the steps on how to complete this task accordingly. 
The audit must be completed during the last week of each month prior sending the collection delinquent list for the following month. Patient Relations agents will have to review the practice responses from the last collection list sent. 
There are 4 possible scenarios when the audit is completed. 
1. No response from the practice (Charge off protocol) 
2. Email response in Outlook 
3. Practice response through Formstack 
4. Document uploaded on PM.

 
CASES WITH NO RESPONSE :

If after you searched the practice's response via email or thru formstack (please check if there is a task created already with the response), under the Collection Communication ticket and you couldn't find a response, follow the charge off protocol. You will need to create a ticket with the collection list information under Hubspot, using the following format: 
1. Go to the practice in Hubspot 
2. Select +Add, to create a new ticket3

3. Please use the following templates for subject and description when creating the ticket. Refer to the image when selecting Pipeline, ticket status, type and priority. 
Subject: 
a) “Month” 2020 Delinquent List – Charge off 
b) “Month” 2020 Delinquent List – Bad debt / Collections 
c) “Month” 2020 Delinquent List – OTC 
Description: 
a) Please adjust as charge off due to no response from the practice. Document ID# 123. Patients: 12 
b) Please adjust as bad debt due to no response from the practice. Document ID# 123. Patients: 12 
c) Please send to collections as per practice instructions. Document ID# 123. Patients: 12 
d) Please move to OTC category as per practice instructions. Document ID# 123. Patients: 12

4. When finished, please click Create

5. Go to the collection communication ticket.
6. Click Create Note
7. Add “Created ticket with patients that needed to be adjusted as charge off DOC #123 under ticket#123” (notewill be updated according to the scenario, charge off, bad debt, collections, OTC) 
8. Click Save note

9. Go to the Excel file 
10. Add “NO” under practice response. 
11. Add “No Response from practice” under practice comments. 
12. Add the review date 
13. Add “Yes” under action required 
14. Add “Due to no response a ticket has been created requesting to charge off the patients under ticket ID#” under action required comments. 

CASES WITH EMAIL RESPONSE: 
If the practice responded thru email, you would have to follow the email instructions. If the instructions are not clear, please forward the case information to your supervisor. 
1. Go to the practice in Hubspot.
2. Select +Add, to create a new ticket.
3. Please use the following templates for subject and description when creating the ticket. Refer to the image 
when selecting Pipeline, ticket status, type and priority. 
Subject
a) “Month” 2020 Delinquent List – Charge off 
b) “Month” 2020 Delinquent List – Bad debt / Collections 
c) “Month” 2020 Delinquent List – OTC

Description
a) Please adjust as charge off due to no response from the practice. Document ID# 123. Patients: 12 
b) Please adjust as bad debt due to no response from the practice. Document ID# 123. Patients: 12 
c) Please send to collections as per practice instructions. Document ID# 123. Patients: 12 
d) Please move to OTC category as per practice instructions. Document ID# 123. Patients: 12 
4. When finished, please click Create

5. Go to Notes tab and Click “Create note”. 
6. Add “Ticket created with practice instructions to follow under DOC# 00. Ticket#”, and click save note. 
 7. Go to the Excel file 
8. Add “Yes” under Practice Response. 
9. Add the Practice Comments. 
10. Add the review date. 
11. Add “Yes” under action required. 
12. Add what you did, example: “Created ticket with list of patients that are going to collections. Ticket #123”under action required comments. 

CASES WITH RESPONSE THROUGH FORMSTACK: 
If the practice responded under formstack (not all of you have access to Formstack) your supervisor will ask one of the team members to review responses from Formstack and create the task for you with the corresponding instructions. You will have to access to Hubspot review the ticket that your coworker created and add the corresponding note for that ticket. (if you are the one creating the ticket go to step 12) 
1. Go to the collections communication case. 
2. Review the activity section to check if there is a response. 
3. Go to the practice in Hubspot.
4. Select +Add, to create a new ticket.

5. Please use the following templates for subject and description when creating the ticket. Refer to the image when selecting Pipeline, ticket status, type and priority. 
Subject: 
a) “Month” 2020 Delinquent List – Charge off 
b) “Month” 2020 Delinquent List – Bad debt / Collections 
c) “Month” 2020 Delinquent List – OTC 
Description: 
a) Please adjust as charge off due to no response from the practice. Document ID# 123. Patients: 12 
b) Please adjust as bad debt due to no response from the practice. Document ID# 123. Patients: 12 
c) Please send to collections as per practice instructions. Document ID# 123. Patients: 12 
d) Please move to OTC category as per practice instructions. Document ID# 123. Patients: 12

6. When finished, please click Create. 
7. Go to the collection communication ticket.
8. Click Create Note.
9. Add “Created ticket with patients that needed to be adjusted as charge off DOC #123 under ticket#123” (note will be updated according to the scenario, charge off, bad debt, collections, OTC). 
10. Click Save note 
11. Go to the Excel file. 
12. Add “Yes” under Practice Response. 
13. Add “Office responded via Formstack” under practice comments. 
14. Add the review date. 
15. Add “Yes” under action required. 
16. Add “Ticket created with practice instructions. Ticket ID#” under action required comments.

DOCUMENT UPLOADED TO PM (no response needed): 
In this scenario, instead of a direct response, the practice will upload a document on the PM with the instructions to follow. When located please follow the next steps: 
1. Go to the collections communication case. 
2. Review the activity section to check if there is a response. 
3. Go to the practice in Hubspot.

4. Select +Add, to create a new ticket.
5. Please use the following templates for subject and description when creating the ticket. Refer to the image when selecting Pipeline, ticket status, type and priority. 
Subject: 
a) “Month” 2020 Delinquent List – Bad debt / Collections 
b) “Month” 2020 Delinquent List – OTC 
Description: “Please follow instructions under Document ID# 123. Patients: 12”
6. When finished, please click Create.
7. Go to the collection communication ticket.

8. Click Create Note.
9. Add “Created ticket with patients that needed to be adjusted as charge off DOC #123 under ticket#123” (note will be updated according to the scenario, charge off, bad debt, collections, OTC). 
10. Click Save note.

11. Go to the Excel file. 
12. Add “Yes” under Practice Response. 
13. Add “Office responded thru doc#” under practice comments. 
14. Add the review date. 
15. Add “Yes” under action required. 
16. Add “Ticket created with practice instructions. Ticket ID#” under action required comments.