Now What Do I Do? How to Fix Financial Fiascos. Common Receipts Questions. Page 1. Presented by Rhonda Regguinti

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1 Now What Do I Do? How to Fix Financial Fiascos Presented by Rhonda Regguinti Common Receipts Questions Can I apply an unapplied amount from one family member to another? Answer: Yes you can if the family members have the same guarantor. 1. On the Receipts & Adjustments window, locate the family member with the unapplied credit. 2. Click the History button and select the line item with the unapplied amount attached. Click Select. Page 1

2 In the Apply to Patient Receivable tab, family members that are linked will be listed in the lower portion of the window. 3. Click Record to apply the unapplied credit to a balance of a family member or choose Apply to Oldest. How can I reverse an adjustment? Answer: If an adjustment is made in error, you simply do another adjustment, increasing the balance effect with the same amount. 1. Click Tasks>Patient Ledger. 2. Locate the patient and click Adjustment. Page 2

3 Page 3

4 In this example, a patient write-off of $45.00 was completed. In order to undo the adjustment, you must highlight the item on the ledger and select the adjustment button. 3. Select your adjustment type from the Adj. Type drop-down menu. 4. Select the appropriate balance effect. In this example, the original adjustment was to decrease the balance. We then would select Increase and in the amount field type in Select Record. Another line item will appear on the patient ledger to show the new adjustment. Page 4

5 How do I refund a patient? Answer: First in order to refund a patient the patient must have an unapplied amount. On the Apply to Patient Receivable tab, the unapplied amount will appear in the upper right-hand corner. 1. Select History, highlight the line with the unapplied amount and right-click. 2. Right-click the credit you want to refund to the patient. Select this and complete the refund patient credit window. Page 5

6 How do I undo a Refund? Answer: You can t. Once a refund has been completed through the receipts window this cannot be undone. In order to create the unapplied amount on the patient account, re-enter the payment amount and record. Then hand write on your report for that day that you completed a patient refund in error and had to re-enter the payment. How can I reverse an insurance transfer? Answer: You can t. If money is incorrectly transferred from insurance to a patient the function cannot be reversed. To correct, re-enter that amount as an insurance check and then transfer that amount to the correct patient. Then, handwrite on your reports for that day that you entered money that wasn t received due to a transfer error. Page 6

7 How can I input a Patient Return? Answer: Patient returns are inputted through the Patient Ledger or through the Lab Orders window. 1. On the Receipts & Adjustments window, click the Ledger button. Locate the original fee slip that the product was billed. 2. Highlight the product or the fee slip and click the Returns button. OR 3. Right-click and select Returns from the drop-down menu. The Fee Slip Item Return window opens: 4. Select All to check all items billed on the fee slip. If returning one product only, click the check box next to that item. Page 7

8 5. Input the return information such as quantity returned, nonrefund amount, non refund reason, Do Not Update Inventory, refund copay. Right below the information, you will see the totals for this return. If the patient paid for the product, there will be a Pat. Refund amount. The Patient Balance will display if the patient has a balance from another fee slip in the database. Reason for Return must be selected. If there is a refund amount, input the information under the Patient Refund Method. On account will give the patient an unapplied credit. A refund of Cash, Debit, Credit and Other are also available. In the bottom right hand corner, there is a check box that will allow you to cancel an Rx order, Rx Order Status, mark as CANCELLED. Once record is selected, a printer window opens to let you print the return if needed. On the Ledger window, the return information will list directly below the item that was returned. Page 8

9 6. You can do a product return from the Rx window as well. From the Rx window click Returns. This will take you to the same return window that appears from the ledger. Page 9

10 Page 10

11 How do I delete a Fee Slip that has been placed on Hold? Answer: On the fee slip window, there is a new feature that will allow you to search for fee slips on hold for a specific patient or all patients. 1. Click the Current Patient radio button and then select On Hold. A window will appear with any fee slips placed on hold for the current patient in the fee slip window. 2. If the fee slip needs to be removed, click the check box in the Delete column and select Delete. This will remove the fee slip from hold and delete it completely out of the system. This fee slip will not appear on the patient ledger or appear on any reports. Page 11

12 3. To view all fee slips On Hold, click the radio button next to All then select the On Hold button. This will provide a list of all fee slips that have been placed on hold. 4. Delete a fee slip from hold, click the check box in the delete column and select Delete. 5. To post a fee slip that has been placed on hold, highlight the slip and click Select. The fee slip window will open. An indicator will appear in yellow letting you know that this is a fee slip that has been placed on hold. 6. Click Record to remove the fee slip from Hold and bill the patient. What is the difference between Editing a Fee Slip and Voiding a fee slip? Answer: Voiding a fee slip will delete the transactions billed on the fee slip from the patient s account. Voiding will remove all line items charged to the fee slips, all discounts, adjustments and returns. Voiding will NOT delete any payments applied to the patient s account. If a payment was applied to a voided slip, the payment amount will become an unapplied credit on the patient s account. When a fee slip has been Page 12

13 voided a credit memo will generate. 1. From the Fee Slip window, click the Void button. A credit memo will immediately be generated showing the original fee slip number. On the patient ledger, the credit memo will appear in yellow and will have the original fee slip information listed. You can see that the patient s payment amount is now showing as an unapplied credit on Page 13

14 their account. Edit Slip is a feature available the same day that the fee slip was created. Once the End of Day process has run Edit Slip will only be available from the patient ledger to void a slip but will not be available on the fee slip window. 2. When Edit Slip is selected on the fee slip window, a warning window will appear. Page 14

15 When the Fee Slip window opens, the following window will appear. 3. Enter new information and select Record. The Recording Warning window opens. Once the fee slip is recorded, if the fee slip is pulled up again an indicator will is displayed stating the slip has been edited. The person editing the slip is also displayed. Page 15

16 If the End of Day process is run and there are still edited slips that have not been reposted, a warning window will appear and require the slips be corrected before running your end of day. Transferring unapplied credit from insurance to patient These steps can be used to transfer an insurance overpayment, or if the patient is paid and the insurance is now paying and you need to credit the money to the patient. 1. Click the Receipts icon > Apply to Insurance tab. Page 16

17 2. Select the insurance company the payment has been received from and display charges. 3. Enter in the amount paid (the full amount received from the insurance company). This will populate the To Apply field. 4. Record the payment and answer yes to the warning message. This will create an unapplied amount of $ on the insurance. Page 17

18 5. Select the insurance company and display charges. In the upper left-hand corner you will see unapplied of $ Select the History button. Left-click to highlight the line with the unapplied amount. This will activate the Transfer button. 7. Select the Transfer button. The Find Patient window opens. Search for the patient you need to transfer the money to. Page 18

19 8. An Insurance Transfer window will appear with the patient name, birth date and the full amount of the unapplied amount in the amount field. 9. Click Record if the amount is correct. If you are transferring an unapplied amount to more than one patient, you can manually change the amount in the amount field. Once that amount is transferred you can go back to the history window and select the unapplied and find the next patient to transfer the money to. After pressing record, you will receive a warning message just letting you know you are about to transfer and unapplied amount to a patient. Once this amount has been transferred you CAN NOT undo the transfer or delete the transfer. 10. Select Yes and you will return to the history window. The unapplied amount will move over to the transferred column. Once a transfer has been done, the payment cannot be deleted. Page 19

20 When you close the history window the unapplied amount will no longer appear in the upper right-hand corner. 11. Click on the Apply to Patient Receivable tab and search for the patient that you transferred the money to. In the upper right hand corner, the amount that was transferred will appear as an unapplied amount. Page 20

21 12. Click History to refund the unapplied amount to the patient the leftclick the unapplied line and right-click to get the refund patient credit option. 13. Left-click on refund patient credit to open the Refund Patient Credit window. Page 21

22 14. Input in the bottom portion of the window with the refund information. When you select the Refund button, you will get a warning window letting you know that you are about to refund the patient. Once you answer Yes to this message, the refund cannot be undone or deleted. Note: The unapplied amount can also be selected and applied to a patient balance, a family member balance or left on the account to be used for future purchases. Page 22

23 Posting Insurance Charge-backs in OfficeMate An insurance charge-back, is used when an insurance is taking money away from you on an EOB or paying you additional money on an EOB for a patient previously posted. 1. Select the Insurance drop-down and the window populates. In the Amount Paid field, you will enter in the amount of the check received by the payer. The Patient the charge back is slated for does not have to be displayed on the Receipts & Adjustments screen. They do however; have to have a fee slip and this insurance associated with their account. 2. Click the Insurance Chargeback button. The find patient window will appear. Click F2 Find to locate the patient. Page 23

24 3. Once the patient is found, the patient name will appear in the ChargeBack window. Remove the $0.00. If the insurance is taking money away from you, enter the amount as a negative. Note: This is the one and only place in OfficeMate you will be allowed to post an amount as a negative. If the insurance is reimbursing, you would enter the chargeback as a positive. 4. The patient will appear at the bottom of the receipts screen with the chargeback line. The payment column will show the negative amount. In this example, I posted a chargeback. In the upper left hand corner of the receipts window, you will notice that amount applied is showing the negative chargeback amount. The To Apply amount has now increased. As you enter chargebacks, the To Apply amount will increase so you can enter in the positive amounts from your EOB. Page 24

25 Once all chargebacks are entered, you can now begin entering in the positive amounts from the EOB to the patient line items. The amount paid and the amount applied will now match and the to apply will be On the ledger, the chargeback will appear as a line item similar to an adjustment. Charge backs do not affect patient balances. Page 25

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