CPS Collections

Presented by: Sandra GirtenHealthSystems Client ServicesNovember 30, 2007

Agenda• Collections Workflow Discussion• Collections Criteria• Adjustment Types• Payment Type• Collections Status• Collections Letters• Using the Collections Module• Payment Plan Agreement• Payment Plan• Bad Debt Write Off and Billing Status• Batch Collection Letters• Collections Reports

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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 apatient 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

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.

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Collections Criteria

Statement Criteria

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You now have the option to suppress sending statements to guarantors in Collections.

Adjustment Types

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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.

Payment Type• Collection Agency

Payment – Used to tract

money collected by outside collection agency.

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Collection Status – User Defined

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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.

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.

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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

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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)

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Sample Collection LetterFamily Practice Associates, LLC123 Anywhere LaneAtlanta, GA 30123(770) 123-4567

January 5, 2007David R Tipton111 Heavenly AvenueAtlanta, GA 30303

Dear David Tipton:

This is a reminder that there is an outstanding total balance of $725 for services provided. We kindly ask your cooperation in paying this amount at your earliest convenience. If you have any questions regarding your account please call (770) 123-4567. The visit details are listed below.Patient name DOS Total Balance Pat Balance Ins BalanceTipton, David 11/01/2006 250.00 250.00 0.00Tipton, David 11/15/2006 75.00 75.00 0.00Tipton, David 12/03/2006 100.00 100.00 0.00Tipton, David 12/16/2006 300.00 300.00 0.00

Thank you,Billing Department

Attach Custom Letters to Collection Status

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AdministrationFinancial FolderCollection Status

Select the StatusEnter number of daysfor Contact Period

Select LetterClick drop down and

select the correspondingletter

Click Save

Using the Collection Module

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Click the Collections button or icon

Collection Criteria window displays

Choose the desired collection statusClick OK

Using the Collection Module - continued

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Double click the visit that you wish to work on.

Tip: You can sort patients by name.

Using the Collection Module - continued

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•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.•The Next Contact Date will update when the visit is saved based on days setup in Admin.

Multiple Ticket Updates

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You can update

Contact DateCollection StatusCorrespondence notes

on selected visits in collections with one click.

Payment Plan Agreement

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• Payment Plan Agreement can be customized .

• The process is the same as creating and customizing collections letters.

Payment Plan Agreement• Payment Plan Agreement is

associated to the Bill Code of Payment Plan.

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Sample Payment Plan AgreementBob Lile DOB: 09/12/1950 SSN: 123-45-6789113 Gum Wood CourtWaleska, GA 30318Subject: Payment Plan AgreementThere is an outstanding total balance for services provided. I agree to a monthly payment plan schedule. Terms of agreement:Estimated Liability: $2500Current Balance: $2500Estimated number of payments: 25Monthly payment: $50Effective Date: 01/15/2007First Payment due: 02/15/2007Dependents:

Name DOBBob Lile 09/12/1950Guarantor Signature: ______________________________________Guarantor Name: Bob LileDate: ______________________________________Authorized Signature: ______________________________________Account Manager: _______________________________________Date Printed: 1/4/2007BillCode: Payment Plan

Payment Plan

• Based on Guarantor

• Can print agreement

• Can track number of payments, payment and statement activity

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Active Report-Collection Bad Debt Writeoff

Automatic write-off to Bad Debt or outside collection agency.

Reports / Active Folder / Collections Bad Debt Write-off

The visit affected will change to a billing status of Bad Debt

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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.

• 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

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Batch Collections Letters

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Collections Reports

� Guarantor Collections

� Account Balances

� Patient Delinquency

� Collection Labels

� Patient Collection Listing