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A few of our patients have not received statements, even though their account owes our office money. What is causing this?

Christina
Updated

What might cause an issue like this?

The top reasons why an account may not generate a statement in the batch statement process:

  • Responsible Party screen does not have a checkmark in the “Send Statements” box
  • Responsible Party account does not meet the criteria requirements on the batch statement screens at Reports / Statements
  • Responsible Party's account balance has changed since the balances for statements to be sent were pulled.
  • Responsible Party's account has allocation issues.

How can you check for statement issues?

  1. Navigate to the patient record and click 'Edit' in the Responsible Party section:
  2. Locate the 'Send Statements' field and if it is not selected, mark the box to Send Statements:
  3. Review the parameters on the batch statement screen to ensure the patient meets the criteria to be pulled into the report.  Compare each of the fields below to what is on the patient record to ensure the criteria are met:

       

How can I understand what the options on the Reports > Statement screen mean?

  1. Responsible Party Range (Start Name to End Name)
    1. This checks accounts alphabetically by the last name of the responsible party attached.
  2. Minimum Balance
    1. This is the setting for the minimum balance required for a statement to be sent to for the Responsible Party.
  3. Exclude Accounts where statement was sent with last X days.
    1. The statement will NOT be created if the Responsible Party in question had a statement sent within the given number of days.
  4. Exclude Accounts where the patient portion is paid and the insurance portion is expected.
    1. If this option is active, the statement will NOT be created if the balance of the responsible party in question is expected FULLY from insurance.
  5. Exclude Account sent to collections.
    1. If this option is active, the statement will NOT be created if the Responsible Party has a check on the “Sent to Collection” option.
  6. Exclude Responsible Parties where the Patient has an open claim.
    1. This option requires previous request of a feature activation for "Enable Advance Hold Statements with Open Claims" to operate correctly.
    2. If this parameter is option is active, the statement will NOT be created if there are open claims for the responsible party in question.
  7. Exclude Responsible Party Type
    1. If Responsible Party Types are selected to be excluded, the statement will NOT be created if the Responsible Party in question is set up with any of the Types excluded.

Other important notes:

  • In cases where the Responsible Party Home Office differs from the Office in which the Statement was sent:
    • Please check that the office where the statements are being processed is the home office of the Responsible Party in question.
    • Remember that the Patient’s home office is NOT always the Responsible Party’s home office.
  • How can I check for account allocation issues?
    • Run the Aging and Aging by Home Office reports and compare the responsible party balance listed on these reports against the Ledger balance.
    • If they are different, please submit a support ticket with screenshots and reports attached (see below).

I'm still having issues. Who can help?

Still having an issue with a patient not receiving their statement after reviewing this article?  Submit a ticket to Customer Support with examples of patients who are not receiving their statements and a Support Technician will follow up with you.

 

 

 

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