WHAT’S NEW?
We have identified some incorrect or uncommon write-offs being applied to the accounts.
WHERE?
Please review the ‘History’ tab carefully. If the account shows a $0 balance but a write-off code was used and no notes explain why ( check history under insurance responses, you must escalate the issue before informing the patient that they no longer have a balance.
ESCALATION CRITERIA
Look for the following:
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- The patient reached out to us after receiving a statement. They are looking to make a payment, but the balance in their AMD/SPAY account shows as $0.
- Automatic write-off by RCMA – uncommon or common code –
- No notes with a reason for the write-off
NEXT STEPS
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Use the script below:
“Thank you so much for your patience while I review your account. To ensure everything is accurate, I’ll need to escalate your request to verify the balance on your account before we proceed with the payment. This might take a little longer than expected.”
“Here’s what will happen next: I’ll escalate this to our patient billing department, and once they verify your balance, someone will reach out to you as soon as possible. Is the phone number you provided earlier still the best way to contact you for updates?”
Turnaround time: Please expect to hear back from us within a week
2. Escalate via Syncro CRM
Use the “WO Code Error” escalation and fill out the template.
WO Code Error Escalation vs Synergen Escalation
Synergen Escalation
Balance pending in AMD but incorrect/different/written off amount in SPAY
Example:
Last update by: Nina O (Nov 12, 2024)