Keywords
and Abbreviations
and Abbreviations
This keyword/disposition should be when an RP/AU calls in to update the payment method on file and no other arrangements are made.
Update PM
Office approval is needed when the RP is requesting to delay a future payment more than 2 draft weeks and 3 business days out from it's original date.
True. RP's can only delay a future draft up to 2 draft weeks and 3 business days without practice approval
Supervisor waive or Agent changes to FRAD? Provider calls in requesting a fee to be removed due to fraud.
Agent changes to FRAD
What is the follow-up frequency when emailing a supervisor a request to refund a payment?
2 days
If a primary (new) transaction declines on 6/12, on what date redraft and fee be automatically setup for?
6/26
Payment
RP's approval is required when the office is requesting to setup an extra payment to draft.
True. Any request from the office to draft a higher amount than what the RP agreed to have drafted per signed contract requires RP approval.
Agent waive or Supervisor void? RP calls in and it is discovered there was a draft error caused by an agent not setting the payment for the correct date and a fee is now pending the account.
Supervisor void
How many business days out should the follow-up be set for when flagging an account?
4
What happens when an account reaches a "Hold 8" or becomes 90-120 days past-due with no cleared payments in the last 45 days?
Account is terminated
What does the abbreviation "RPP" stand for?
Recurring Payment Plan
Office approval is required to setup failed Mar and April payments to draft along with upcoming May payment.
False. Office approval is not needed since the acct only has 2 failed payments and they are bringing it current within 30 days.
Agent waive or Supervisor void? RP calls in and requests fee to be waived due to HSA card frozen causing the payment to decline.
Agent waive
True or False. When you leave a voicemail for an office requesting approval for an arrangement to draft past-due payments the next business day, a follow-up should be set for that next business day?
False
If a payment declines with failure code IED, what happens to the account?
It is placed on hold
What is the approved abbreviation to use when noting that you left a voicemail for an RP to call back?
LMTCB
A CRF signed by the RP is required in order for the office to increase the patient's balance by $500.
False. The office can adjust the patient's balance at their discretion.
Agent void or Supervisor void? Provider calls in and states to cancel the pending Mar payment as they will be collecting it in office instead.
Agent void
How often are payments not within the Unpaid Workflow followed up for?
Every 2 weeks
When the "Edit PM" button is greyed out due to a payment processing, but the RP needs to update their new card on file starting for the next month, what is the most appropriate way to handle?
Include the full payment method in your note and set a follow-up for the next business day for the production team to update.
What keyword/disposition would be used for this note? "RP ci to confirm status of account. Stated card on file was cancelled due to fraud. Advised account past due Feb and Mar payments. Placed account on hold. F/U with RP for updated PM and arrangements on account"
Hold
RP's approval is needed if the office requests to draft failed Jan and Feb payments two weeks from now, then failed Mar along with normal April payment.
False. We are not required to obtain RP's consent when the office is requesting to setup arrangements on past-due payments.
RP requests to move pending April redraft and fee from 4/19 to 4/21. Should we defer April payment and setup a new transaction for April to draft 4/21 from the Arrangement screen or should we reschedule the pending April redraft and fee from the Details screen?
Reschedule the pending April redraft and fee from the Details screen
How often are on accounts on an Office hold followed up on?
They are not followed up.
RP made an online payment of $200, but it did not link to the Nov past-due payment of $200.42. What all actions are needed to handle the account appropriately?
Defer the Nov payment, setup the fee for whatever date the RP would like it to draft (if applicable), and post an NTP advising the online payment will cover the past due Nov payment