Introduction
A re-allocation can assist with the Ledger correction only if:
- the Aging Grid contains a negative number for a completed/posted procedure (aka: credit)
- There is mismatch of the balance amounts in the patient dashboard, the Aging Grid, and/or ledger balance
If this criterion is not met, then the reallocate button under Patient>Reallocate Account will not be available.
Issue description
If the office feels there is something off with the allocation of the account, they should first check to see if the Reallocate tool is available under Patient>Reallocate Account. If this tool is not available, the office may need to correct the account with manual adjustments or submit a support ticket.
Signs
If the patient balance is the same in the patient dashboard, ledger, and aging detail, that is a sign that the reallocate button will not be available, and the office should attempt to correct the account with manual troubleshooting.
Basic troubleshooting steps
The user should then go to the account's aging detail to see if there are any mismatched credits and balances by checking for:
- Adjustments or Payments that have been entered for the wrong patient
- Adjustments or Payments that have been entered for the wrong provider
- Adjustments or Payments that have been entered for the wrong location (in a multi-location organization)
- AUTO-adjustments that have been deleted
Remember in Denticon adjustments are patient, provider, and location specific. Credit from an adjustment will not allocate unless the adjustment is entered under the same patient, provider, and location as the item creating the balance. Payments allocate based on first in first out accounting, unless they are taken under a specific patient or have specific procedures selected for payment when entering the payment.
Advanced troubleshooting steps
If there are no mismatched credits and balances and the credits/balances are listed under the same patient, provider, and location, please try the following troubleshooting steps.
Step 1: Check to see if there is an open contract for any patients on the account
Go to the patient overview screen and click to view any active contracts. In Denticon, contracts move the balance off of the ledger. The balance is added back on via the contract charges and the payments allocate to those charges. When payment is made on a contract it is applied at that time toward the original procedure. If the contract is created for a treatment plan, then the payment will apply to the procedure once it is posted to the ledger.
Step 2: Check to see if there are any open claims.
Denticon waits to allocate payment until the claim is closed. Once the claim is closed Denticon knows that no further payment on these services is expected. If insurance paid more as expected an auto adjustment will return credit to the patient which affects the allocation of any patient payments made toward the service. At that point when the claim is closed Denticon will allocate credit from patient payments and insurance payments.
Go to the patient ledger and set ledger to filter unpaid claims.
Step 3: Check to see if there are no unbilled procedures.
If there is a billing order indicated on a procedure that has an estimated insurance portion if the claim has not been created and closed this can also cause an allocation issue. Go to the patient ledger and set to filter for unbilled procedures. Create/close claims for any unbilled procedures. If a primary claim has been created and sent and there is a secondary billing order indicated, the secondary claim will also need to be created and closed.
Step 4: Always check the allocation detail for each procedure in question.
Go to patient ledger. Click the amount column for each procedure/charge to view allocation details. Are there any credits that should have applied to another provider? This can be corrected with a transfer payment adjustment between providers.
Step 5: Submit Ticket to Support
If you have completed the above troubleshooting steps and are still unable to correct the account, please submit a support ticket with the Responsible Party ID and a brief description of the issue. Denticon Support Agents will be able to review further and write up for escalation if necessary.