Epic Workflow process
Indicates a member's likelihood of paying their balance
What is Propensity to Pay (PTP)
50
What is the expected unique account touches per day
Account Activity code 669
What is Deceased
Accounts greater than $25K that require approval before placement
What is WQ 74265: HB EPFS SBO Bad Debt Placement Tier 4
Quality of Care
Abbreviation for Quality of Care (QoC)
The platform we use to capture your daily productivity.
What is Atlas
DCMS for Bankruptcy and Deceased Accounts
What protocol went into effect 07/2025
Patient calls in to dispute a charge or their account requires further review
What is Dispute Balance Hold (314)
Fresno
What city does not use AccessOne
C/B
Abbreviation for callback
The name of the external loan program
What is AccessOne
Coordination of Benefits/Other Insurance
When a payer thinks another insurance company should pay the claim, they will deny payment. At times, a patient would need to update the payer's records and provide proof of insurance
Account Activity code 173
What is Bankruptcy
Thank you for contacting the Trinity Health Customer Service Billing department. We apologize for the delay in responding to your message, as we have been experiencing high message volumes recently.
What is the appropriate process to address messages that are older than 72 hours
T/C
Abbreviation for telephone call
De-escalate calls politely, calmly, and professionally
What is the role of the Customer Service Rep when they are dealing with an irate customer
PCI Security Awareness
What Learning Management course will be required to fulfill about the Credit Card Inspection process
Customer Service Escalation - Cash Posting (1127)
What HB activity code will be applied to the patient's account when a payment had not been posted
Validate the member's mailing address by clicking the Guarantor tab after selecting Refund
What should we validate before issuing a paper check refund to the member when their credit card is either lost or stolen
CSN
What is Contact Serial Number
Outsource: Group 2
Which Healthbridge group keeps the accounts for 6 months
MSPQ
A questionnaire that asks about all situations where Medicare is considered the secondary payer that should be filled out by the Medicare patient during admission
Code used to escalate to the Self-Pay Supervisor
What is Self-Pay Supervisor Review Needed (271)
A physician billing encounter that contains coverage information for the visit and stores information about cvharges, payments, and credit adjustments for the patient.
What is a PB Invoice
IPPE
This is known as a once-in-a-lifetime Medicare benefit when a patient is a Medicare beneficary, provided that the medical record supports all diagnoses and all services billed on the claim.