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Patient FAQs

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Why am I unable to check the patient's eligibility?

Patient eligibility may be unavailable for several reasons. Please verify the following to find the specific reason eligibility is unavailable for the current patient in question:


• Verify the eligibility feature has been enabled in the Admin section.

Verify you have permissions to check eligibility. If you receive(d) a pop up advising you do not have permissions to check eligibility, partner with an Admin or Auth Rep on your account to edit your permissions


Verify the payer participates in eligibility by following the steps below:

1. Go to the Payer section and open the payer in question

2. In the Clearinghouse Information box, a green checkmark will be displayed next to Eligibility if the payer participates.


Verify the payer does not require an agreement prior to being able to check eligibility by following the steps below: 

1. Go to the Payer section and open the payer in question

2. In the Clearinghouse Information box, “Agreement Required” will be displayed below Eligibility if the payer requires an agreement to be approved prior to checking eligibility.


Verify the required agreement has been approved, if applicable. 

1. You can this either through the Lookup tab of the Payer section…

2. Or the ConnectCenter website.


Verify the provider(s) has a submitter # by following the steps below:

1. Go to the Provider section and open the provider associated to the patient

2. Scroll down to the Internal Use box to verify if a Submitter # is populated in the designated field.


Verify the eligibility status is Active within the Provider section


https://sites.google.com/a/collaboratemd.com/training/faqs/patient-faqs

Why am I unable to print the patient statement?

Patient statements may be unable to print for several reasons. Please verify the following to find the specific reason a patient's statement is not printing:

• If using Enhanced User Print statements, verify the feature has been enabled in the Admin section.

Verify you have permissions to print patient statements. If you receive(d) a pop up advising you do not have permissions to perform this action, partner with an Admin or Auth Rep on your account to edit your permissions

Verify the patient is configured to have statements printed by following the steps below:

1. Go to the Patient section and open the patient

2. Go to the Patient Billing tab

3. Go to the Statements sub-tab and verify if there is a check in the Send statement checkbox.


Verify the patient has outstanding balances set to the status of Balance due Patient by following the steps below:

1. Go to the Patient section and open the patient

2. Go to the Activity tab and select the View Activity button

3. Scroll down to the Balance by Charge Status table and verify if any balances are associated with the status Balance due Patient


Verify the patient does not have outstanding credits at a higher balance than the outstanding charges by following the steps below:

1. Go to the Patient section and open the patient

2. View the Due Patient field within the Dashboard. If credits exist the balance will be displayed in red with a negative sign in front

3. If you still wish to print a statement for this patient, select the option Do not list account credits in the Statement Options window prior to attempting to print


https://sites.google.com/a/collaboratemd.com/training/faqs/patient-faqs