i <3 boggle
cher'd security
hospital billing? more like hospital booling
100

#1 Issue Description:  Need to change the grouping of cost centers on the revenue tracker. Cost center 123456 should be in Radiology, but it’s currently Cardiology.

General steps for troubleshooting:

1. Go to the baseline table in the revenue tracker

2. Change the Service line grouper for cost center 123456 to Radiology instead of Cardiology

3. Click “Refresh All” from the data ribbon

100

#3 Issue Description:  My ED Encounter Charge Recon report that I use for reconciliation is showing 60% level 5 charges in the past week. This cannot be accurate.

Information to gather from end-user/super-user:  - Username, ID, Department, Report ID

 

General steps for troubleshooting:

1. Run report in PRD to verify results

2. If results verified, work with ASAP to determine if there is an issue with the facility charge calculator

100

#9 Issue Description: Rad Techs don’t know which charge code to use for X-Rays.

Information to gather from end-user/super-user: 

  • Charge they are trying to trigger

 

General steps for troubleshooting: 

  • Check with your clinical teams to see if they know which charge to trigger
  • If they do not, check your CDM Matrix to see where their legacy X-Ray charges crosswalk to in Epic
  • Work with the training team to get a tip sheet or additional training documentation put together
200

#5 Issue Description: I posted a payment from BCBS to Tommy’s account. There was denial we want to follow up on, but the entire balance was passed onto self-pay after I posted the payment. I don’t want Tommy to get a statement for this. Insurance should cover it when we appeal the denial.

Information to gather from end-user/super-user:

1. Account number

2. Denial code

 

General steps for troubleshooting:

1. Work with claims to resolve RMC setup

2 .RMC action set up to NRP for that denial code instead of create a denial

3. Run a bucket query to find all affected self-pay buckets

4. Undo NRP

200

#4 Issue Description:  Patient has 25 points scored on the Facility Charge Calculator and we only took vitals. This should not be a level 4 charge.

 

Information to gather from end-user/super-user:  - Patient CSN, name

 

General steps for troubleshooting:

- Re-triage to ASAP

200

#23 Issue Description: Charges have been triggered but are holding in charge router error pool

Information to gather from end-user/super-user:

- Specimen ID, test, collection date, MRN, username/login

General steps for troubleshooting:

- Run the Charge Router Reconciliation report to see where charges triggered in your lab have been routed. Charges are broken down by charge source, destination, and their current location within Epic. For greater detail, you can select any of the links, such as the link for charges in the error pool. From there, you can select individual charges to review. If the charge is in an error pool or workqueue, you can open the pool or workqueue from the report.

  • In Hyperspace, go to Epic button > Reports > Charge Router Reports > Charge Router Reconciliation Report.
  • For the report settings, enter Lab in the Sources field, and configure the other search criteria fields as needed.
  • Review the charges. For each location where charges are located, such as the Error Pool, click the link to view individual charges found in that location. If you expand the Charge Information section, you can see changed charge values in red and hover over these values to see the original values.
300

#17 Issue Description: A patient says they are here for a visit that should be billed to a specific client but I can’t find it in the system. 

Info needed:

1. Who is the client?

2. What is the HAR?

General troubleshooting:

1. Try to find the client in the system.

2. Check with _____ to see if that is the correct client to bill the account to.

3. 

300

#18 Issue Description:  End user is not seeing daily oxygen charges on accounts that normally have ones in the RT areas. She doesn’t want to manually enter any since she’s not sure if a clinician documented the oxygen usage.

info needed:

  • What departments are they overseeing?

Steps for troubleshooting:

  • pull in orders - they own RT charging

  • find the identified accounts

  • work with orders - verify that they did receive O2 charges

  • put together a plan to back-document any missing O2 charges

300

Issue Description: I'm working workqueues for Synergen and when I go to open up an account, I can't perform DNB checks.

Info needed:

1. What workqueues?

General troubleshooting:

1. Login as a Synergen user.

2. Open the workqueue and try to perform a DNB check on one of the accounts in order to determine if this is a build issue or a security issues.

400

#14 Issue Description: This is a patient who had charges on the research study they were enrolled in last month.  The account never billed, though, and that coordinator just called screaming at me about getting them their bills in a timely manner.  I’m just going to go back to paper – how in the world do I force this out, and why didn’t go out to begin with?

Info needed:

1. What is the HAR?

2. What is the research study?

General troubleshooting:

1. Go into the HAR and verify that all the charges are associated with the research study (may need coordinator involvement)

2. Confirm that the account hasn't been billed yet.

3. See if there are any charges on the account for which a claim has already been sent out.

4. Manually bill the account.

400

#22 Issue Description:  Specimen Tracking section in Specimen Inquiry or the Case Tracking section in Case Inquiry shows that no charge was triggered.

Information to gather from end-user/super-user: - Specimen ID, test, collection date, MRN, username/login

General steps for troubleshooting: 

No charges were triggered

  • If you're not already in Specimen Inquiry, open that activity for the specimen that failed to trigger the charge.
  • Go to the Charge Trace section and review the system comments to see why charges weren't triggered.
  • Depending on the system comments, correct the issue that prevented the charge from being triggered.
  • Run the Charge Router Reconciliation report to see where charges triggered in your lab have been routed. Charges are broken down by charge source, destination, and their current location within Epic.
  • You can run reports built from Reporting Workbench report template 491-Lab Missing Charges to identify requisitions, specimens, or tests that have not triggered charges appropriately. You can quickly identify which requisitions, specimens, or tests have not triggered a charge using the specimen ID and test name. You can then use the Specimen report that appears in the bottom pane to further investigate such details as test status, patient information, and billing information.
400

Issue Description: I'm assigned to workqueues that I shouldn't be assigned to.

Info needed:

1. What workqueues should/shouldn't you be assigned to?(or LDAP in)

General troubleshooting:

1. Go into workqueues they are assigned to

2. Confirm with supervisor that they are indeed not responsible for those workqueues.

3. Unassign workqueues if applicable.

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