An effective collections system is vital to every business as the pressures to decrease reimbursement continue. You need to know exactly who owes what, how long they have owed it, and what steps have been taken to collect the money. You also want to make sure that patients with payment problems are not scheduled for future appointments unless your credit department has cleared them.
With MedFlex, the collection flow starts before the patient calls for an appointment - at time of scheduling. A warning message can be defined for a patient that will show up when someone tries to schedule them. That message can warn the user that the patient has had prior payment problems, and to check with the credit department before scheduling that patient. For problem patients, you can make them inactive, so that no one will be able to schedule them at all until your credit department has cleared them. This flow ensures that problem guarantors are not rendered services until their account is satisfied.
MedFlex's collection flow is geared towards the Guarantor rather than the Patient. This ensures that you deal with the person who is really responsible for the bill, rather than, for example, a dependent child.
The primary collection tool in the system are the user-defined letters. These allow you to define a set of collection letters that can be sent to carriers and/or patients. These are form letters that allow virtually any piece of information in the system to be merged into a boilerplate text collection letter. When a letter is sent to a patient, a record of it is made in the Patient Notes of the patient, the guarantor, or both (as specified by you). Additionally, you can specify that a tickler note also be created so that in a specified number of days, someone in your credit department will be reminded to call them back.
Another important tool is the Account Tracker report. This report shows all pertinent patient and collection information so you do not have to pull a patient chart to determine the status of an invoice. This information includes patient/guarantor demographics, HCPCS codes, usual and customary prices (UCR), insurance fee schedule allowables, payments, contractual allowances, and all collection activities regarding this invoice. This allows you to have an accurate picture of your collection staff activities to resolve outstanding balances by reviewing one report.
Another important feature is that all Guarantor-based aging reports are aged from the date of responsibility. This means that when someone gets a "30 day" notice, they've really been responsible for 30 days. This ensures fair treatment throughout the collection process.
Many other collection tools are available including the Receivables Activity Summary and several aging reports. Enclosed on the following pages are examples of some of MedFlex's collection reports. The first is a sample of our Account Tracker report along with examples of some user-definable collection letters.