AR Dashboard Maintenance- Patient Advocacy Management Workflow
The AR Dashboard is a web-based platform that allows Revenue Cycle departments to manage and monitor your patient AR throughout the billing and collections workflow. This document explains the required actions taken by RCM management to resolve patient Invoices, Payments, and Collections issues. Patient payment plans and patient portal accounts can also be maintained or troubleshooted in the AR Dashboard. Patient payment and Lockbox transactions receipts are also accessible in the Dashboard.
AR Dashboard Action Items
A screenshot of a computer Description automatically generated
I. Small Balance
Details: Small balances are invoices that fall below the invoice low dollar threshold. Small balances cannot be resolved within the AR Dashboard and need to be addressed in the billing software.
Action: Small balance invoices of $25 or less are written off by the Patient Finance Manager.
II. Failed Emails
Details: This list contains all emails that have failed to be sent and include but are not limited to Payment receipts, welcome to eDelivery emails, enrollment in AutoPay email, invoice balance due notification, etc. The error message received for the email correspondence is listed next to each item.
Action: Manually prompt the system to reinstate or resend.
III. Wrong Numbers
Details: This is a list of patient phone numbers identified as “bad” by the Virtual Agent.
Action: Click the “trash can” icon to delete the bad phone number from the bucket.
IV. Suspended
Details: This is a list of invoices that have been suspended in the system where all billing attempts stop, and invoices are temporarily unavailable in the patient portal. No additional correspondence will be sent to the patient. Reasons to suspend invoices include but are not limited to Insurance research, billing or claims processing issues, ect.
Action: Suspended invoices can be set to auto-unsuspend on a specific date or manually unsuspending upon account resolution.
V. Updated Addresses
Details: This is a list of patient addresses with updated information and is generated based on change of address information registered with the US Postal Service.
Action: Bulk or individually update by selecting “Acknowledge Selected” for all accounts requiring action.
VI. Bad Addresses
Details: are patient USPS mailing attempts that have been returned due to a bad address. The bad address is triggered in two different ways:
•USPS Returned Mail: The USPS attempted to deliver the mail, and it was deemed undeliverable.
• USPS Coding Accuracy Support System (CASS): The address has been flagged by the USPS address validation system as being inaccurate.
Action: Utilize https://www.truepeoplesearch.com/ to search for the most current address recorded for the patient. The address can be updated by selecting the Update icon.
VII. Credit Cards Expired/Expiring Soon
Details: This list contains credit cards that have either expired or will expire within the next 30 days.
Action: Options will exist to update the expiration date, update the credit card, or delete the line item from the list. Select accordingly.
VIII. Payment Plan Exceptions
Details: This list contains all patients who have not met their payment plan terms and reflect “Late” and “Breached” US Mail payment plans as well as electronic payment plans that have failed to process.
Action: Payment plans can be updated/modified, or canceled to restart the billing cycle, or the remaining account balance can be sent to collections. Actions taken are determined by several factors and are at the discretion of the management responsible for AR Dashboard maintenance.
IX. Billing Cycle Complete
Details: This list contains patients whose invoices have completed the Billing Cycle.
Action: Manually reset the billing cycle on any accounts that do not meet the small balance criteria for write-off in Brightree.
X. Collection Disputes
Details: If a patient disputes the debt owed with the collection agency, a dispute notification is sent through the AR Dashboard. Minor patient accounts that do not have an adult “Responsible Party” listed in Brightree will also appear in the Collection Disputes bucket.
Action: Review dispute details, research EOBs, patient payments made on the account and respond to the dispute. Disputes with Responsible Party issues need to be updated through the “Update” button in the AR Dashboard AND in Brightree, manually.
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