The purpose of this document is to provide the guidelines on how to send the delinquent list to the practice while working on the collections communication process, providing the steps on how to complete this task accordingly.
Collections Communication Ticket
All interactions regarding the collection process with the practice and/or advisors will be made from a collection communication ticket in HubSpot.
• Every account handled by Patient Relations will have a collections communication ticket that will remain open if the account remains active.
• The case owner will be the patient relations representative assigned to that account, as per the Patient Statements distribution list.
Ticket process for client collection approval
• Patient relations team will have an ongoing ticket with subject “Collections Communications” where emails are sent monthly with a document number (delinquent list).
• You must export the delinquent list and upload the document in the Documents section at PM.
• If you have a pre-approve practice, this means all the patients under delinquent will be send to
collections, you must email the delinquent list too; the only difference is the email template you will use.
• Make sure to select the correct template and add the document name and number at the email section.
How can you export the delinquent list?
1. Go to Reports
2. Select Accounts Receivable
3. Select Patient Collections Summary
4. Click on the Delinquent List of the previous month.
5. Click Excel
6. Save it into your documents.
How can you upload it into Documents?
1. Go to documents
2. Select Add document from file.
3. Select the file that you saved.
4. On the document label you can choose other
5. The name should be: Delinquent List (month) (year)
6. Click Add
7. And this document now will have a document ID assigned.
8. Go to documents
9. Go to Find Documents
10. Copy the Document ID
How to send the email to the practice through the collections communication case?
1. Send an email thru outlook to the contact assigned, using the following template (as applicable). Add the corresponding document name and document ID.
Patient Collections List (Using Patient Billing Secure Form)
Hello,
The Patient Collection List for this month is available for your approval. You can review the list by logging into your software, navigating to the Documents tab, and opening the following document:
Document Name:
Document ID:
Please reply to this delinquent account list by editing the mentioned document or uploading a document with your notes on each account (with one of the 4 decisions below) here: https://healthprime.formstack.com/forms/patient_collection_list
Below are the note options you must select from on each account listed on your list:
1.Send to collections - by choosing this option you have asked Health Prime to submit the account balance/ patient account, if over $50, to a preferred Health Prime collection agency.
2.Bad Debt Adjustment- this option means that you would like the balance adjusted as a loss, that the patient will likely not pay OR the amount is below the $50 minimum collection amount and uncollectable.
3.Courtesy Adjustment - this option means that your practice is taking the loss as a courtesy to your patient possibly due to a hardship or other reason.
4.Office to collect category (not an adjustment)- by selecting this option you are asking Health Prime to leave the balance on the patient accounts receivable and understand that the patient will no longer receive statements at all, even if new balances occur (Not recommended).
If we do not hear from you within 10 calendar days of this notice, we will proceed to adjust the balances listed in the report as a "Charge Off" adjustment.
Thank you and have a great day,
Health Prime Patient Relations
NOTE: If you do not know how to utilize the software or the above link to respond as described above please reach out to your
billing advisor.
Patient Collections List (Pre-approved)
Hello,
The Patient Collection List for this month is available for your approval (Case #
02773133). You can review the list by logging into your Practice Management
software, navigating to the Documents tab, and opening the following document:
Document Name February 2019 Delinquent List
Document ID 7599
1. Go the Communication ticket > Notes.
2. Click Create Note
3. Copy and paste the email you send thru outlook and click Save Note.
How to add a ticket note?
1. Go to Notes
2. Click Create Note
3. Add “Sent March 2020 Delinquent List Doc # 12345”
4. Click Save Note