Activations
What do we update the account status to when activating?
44
How many days do we pushout the follow up date for past due accounts?
7
AccessOne is an optional payment plan?
Yes
What steps do we take when we are notified that an a'h has been deceased?
Request date of death
Who you took info from
request copy of death certificate
update the action code to 11 and pushout f/u 14 days
Can we combine a rollover into a choice?
Yes
What are the types of plans that A1 has?
Choice
Choice 10+
Flex
Outreach
What does the red off on again mean?
Accounts with the most unpaid fees, system is looking for a payment to pay off all the fees and have a part of the payment go towards the principal balance.
How many days does an a'h have to activate an account?
28
If check was mailed out to A1 but we have not received and it cleared bank account, what should we advise the a'h?
To send proof of payment, either fax or mail
-two pieces of demos
-accounts must be from same Hospital
-Check the unfunded/funded rule
Who are we allowed to speak to
Account holder, spouse, auth user, POA
Name 2 places where you can check what is due.
A. under due on the one screen
B. in transactions tab
Where can I find the training material?
Teams>East Coast PAC>Files>Training Material PAC
If two payments were made within the same billing cycle, can we transfer one of those payments over to next BC?
Yes
What do we update the codes on the one screen for the account we are closing?
Account status=95
Settlement=26
Action=26
SEE (to acct #)
Update account status to 51 and action code 31>email PAC
Can we waive a late fee on 90 days past due account?
Yes! Only if a late fee has not been previously waived within the past 12 months
What does outreach mean and how do we know if a hospital provides outreach?
program for a'h who cannot afford to pay the min payment. We check the contact sheet
What is the formula when resetting an account back to interest free?
Take current balance minus the fee/ by # of payments left on the account
If we are combining two choice accounts such as two Atrium accounts for example, if the combo is not going through, we can click "override" and send to holding tank?
No, choice accounts should not be sent to holding tank, if you are getting an error message we need to check and make sure two pieces of info match on both accts and check the funded/unfuded rule and account type
If an account holder states that their balance was covered by insurance what we should do?
Email PAC to confirm
What steps do we take if there are no numbers on the account?
Check the notes to see if we have talked to the a'h before if not skip traced
What does settlement date means?
What are the steps if an a'h is letting us know they are filing for bankruptcy?
Advise we need bankruptcy petition either fax or mail
update the action code to bankruptcy
we need the case #, chapter filed, date filed and Attorney's info
-take charges from the "FROM" account and add them to the active acct
-delete charges from the acct you are closing
-code closing acct 95/26/26 and SEE (to acct #)
-Do not email PAC or submit through insight