Patient Section

The Patient section allows you to add and edit your patient demographics, insurance, claim information, and documents, as well as check eligibility and view patient appointments.

The following help pages are supported by the current version of CollaborateMD. Please follow the curriculum outline to receive the proper training associated with this section.

    Button Overview

    Below you will find a description of the buttons located within the Patient section:
    • Search by Patient: Selecting this button will allow you to search by the patient's name, birthday, account or member ID number, phone, driver's license, or social security number; or claim ID or TCN number.
    • Search by Insured: Selecting this will allow you to search for patients that have the specified patient as the primary insured. You can search by the insured patient's name, birthday, account or member ID number, phone, driver's license, or social security number; or claim ID or TCN number.
    • Advanced Search: This option opens a dialog that allows you to search by more specific criteria than what is accepted by the main search box, such as account type or reference number.
    • Search: This field will allow you to search by name, phone#, and more. Click on the question mark (?) for all search capabilities.
    • New Patient: This button will allow you to add a new patient.
    • Open <Patient Name>: If you have an active patient, this button will allow you to open that patient.
    • Export: This button allows you to export your patient list.

    New Patient

    Follow the instructions below to add a new patient:
    1. Go to the Patient section. 
    2. Click on the New Patient button. 
    3. Enter the patient's information. 
      1. Enter the patient's basic information. 
      2. Enter the patient's Contact information. 
        1. NoteAt this time, the CollaborateMD application only supports American and Canadian addresses with zip codes. Please contact the payer to confirm if they're willing to accept claims with all zeros as the zip code. If so please enter zeros in order to save the claim as complete. Please be aware these type of claims must be printed and mailed to the payer.
      3. The Dashboard will provide you with a general overview of the patient's account once it's been saved and activity is created. 
      • Click on the Change photo link to add a photo.
      • Click Check for Duplicate Patients link to verify that the patient is not already entered into the system. The system will find other patients with the same SSN or patients with the same last name and date of birthClick on the Switch to this Patient button if you wish to open the duplicate patient found and disregard your new entry. Optionally, you can run the Patient Duplicates Report within the Report Viewer to find all patients that have a duplicate record. 
      • The Appointment Reminder options are used in conjunction with the Appointment Reminders feature that can be enabled via the Admin section. 
        • Select how you would like to send the appointment reminder by selecting the Send appointment reminder by option and choosing the delivery method from the drop-down menu.
        • Note: An indicator will show if the patient has accepted the opt-in message. You can manually re-send the Opt-In message by right-clicking on the warning indicator; otherwise, the Opt-In message will be sent automatically every 60 days until the patient confirms. An indicator will be displayed in the event a patient is missing a phone number.
        • To re-send an opt-in message after a patient has opted out, simply right-click on the warning indicator and choose "Send SMS Opt-In request".

    Once you've entered information under the Patient tab, continue creating the patients account  by adding the following information: 
    1. Additional Info: This tab is used to enter additional information such as DemographicsHistoryNotesAlertsReferral SourceSales Rep, and Emergency Contact information. 
    2. Insurance: This tab is used to enter the the Insured and Other Insured information. In addition you can use this tab to view the patients Insurance HistoryPayersAuthorization, and Employer information. 
    3. Claim Defaults: This tab is used to enter claim defaults such as ProvidersCodesIllness & Accident InformationOther Claim DefaultsReferring/PCP, and Facility defaults. 
    4. Patient Billing: This tab is used to enter GuarantorStatementCollection and Payment Portal information. 
    5. Documents: This tab is used to upload and associate documents to a patient's account. 

    Dashboard

      1. Patient Portal: Click HERE for details. 
      2. Due Patient: Represents the amount due from the patient net credits. Note: This field only represents open charges set to the status of Paid or Balance due Patient. Charges in the status of Collections are not reported in this field. 
      3. Last Payment: Represents the last payment date and amount made by the patient.
      4. Due Insurance: Represents the amount due from the insurance net credits.
      5. Last Payment: Represents the last payment date and amount made by the insurance.
      6. Statements Mailed: Represents the number of statements that have been mailed to the patient. NOTE:  When all Patient balances are satisfied by a payment or adjustment, the counter will reset to zero (0).
      7. Last Statement: Represents the last statement mailed date and amount.
      8. Last Visit:  This field will represent the last TO DOS created for the patient.
      9. Next Appt: Represents the patient’s next appointment date. Note: In order to have a date populate within this field the patient must have a future appointment scheduled within the Appointment Scheduler.
      10. Follow-Up: Enter a date in which you would like to follow up with this patient. This field can be used in conjunction with the Patient Follow-up Report.
      11. Recall Date: Use this field to enter a Recall Date which is commonly used to identify patients who should return for a routine appointment.  This field can be used in conjunction with the Patient Recall Report and Patient Labels. 

    Address Verification

    Address verification allows users to validate addresses against the USPS database in order to make corrections before claims, statements, or even letters are sent to the patient. The system will automatically verify the address for the selected sources in the Admin section. Note: This feature will only determine if the address is an address on file with USPS. 

    To verify an address entered in the Patient section:

    1. Go to the Patient section and create or open the desired patient.
    2. Click Review or Save.
    3. Do one or both of the following:

      • If you clicked the Save button, you will have to reopen the record to confirm which address is invalid (if applicable).

      • Click on the the tab denoted in red font to find the source with the invalid address. Invalid addresses are highlighted in Yellow in either the Patient, Insurance, or Patient Billing tab

    4. If the address is invalid, hover your mouse over the address field to see if a suggested address is available. 
      • Click Yes to apply the suggested address

      • Click No to leave the address as is

      • Click Ask Me Later to be reminded the next you open the patient's record


    Note: If the system is unable to validate the address, you will be given an option to Ignore the address which will remove the yellow fields.

    Find/Edit Patient

    Follow the instructions below to find or edit a patient:
    1. Go to the Patient section and search for the patients account using the search field(s). 
    2. Once the patient is opened, make the necessary changes. 
    3. When you're satisfied with your changes click on the Save button. 

    Export Patient

    Before you can begin exporting patient demographics your Access Level for Patient Export must be set to Allow. Note: This permission is located within the System permissions. If you're a User please contact your Auth Rep or Admin and request for permission to be granted. If you are an Auth Rep or Admin, you should already have permission to this feature. Please contact a Client Services Representative if otherwise. 

    Follow the instructions below to export demographics:
    1. Go to the Patient section.
    2. Click on the Export button. 
    3. To the right of the File Name field, click on the file button to select a location on your computer that you wish to save this data (e.g., Desktop, My Documents etc). Note: If you don't select a specific location to save the file it will automatically be saved to your C:/Drive. 
    4. Once the location is chosen, under Export Options it is recommended to select "Export my data in a tab delimited file", optionally you may select any other option, then click Next
    5. Select the data that you wish to export and use the Add button to add fields to export. Note: You can select more than one item by holding down the Ctrl key or Ctrl + A to add all fields. 
    6. Additionally, you may use the Up and Down buttons to move fields that will be exported. 
    7. When you are done click Next, then Finish and locate the file. 

    Inactivate Patient

    Follow the instructions below to inactivate a patient:
    1. Go to the Patient section and search for the patients account using the search field(s). 
    2. Select Make this patient inactive.
    3. Once you are satisfied with your changes, click Save.

    Reactivate Patient

    Follow the instructions below to reactivate a patient:
    1. Go to the Patient section and search for the patients account using the search field(s). 
    2. When the patient opens, uncheck the Make this patient inactive check box.
    3. Once you are satisfied with your changes, click Save.

    Print

    Print Face Sheet/Ledger/Notes

    Follow the instructions below to print your Face Sheet/Ledger/Notes: 

    1. Go to the Patient section and search for the patients account using the search field(s). 
    2. Click Print on the print button. 
    3. Select Face Sheet/Ledger/Notes.
    4. When the Print Options window opens, make your selections. 
    5. When you're satisfied, click Print.
    Note: Only the first defaulted payer per priority (i.e., Primary, Secondary, Tertiary) will be displayed on the patient info sheet. 

    Print Superbill

    Follow the instructions below to print your superbill:
    1. Go to the Patient section and search for the patients account using the search field(s). 
    2. Click Print on the print button. 
    3. Select Superbill.
    4. Select the superbill you would like to print (if more than one exists).
    Note: Superbills are configured within the Admin section. 

    Print Patient Statement

    Follow the instructions below to print a patient statement: 

    Note: When user printing and mailing statements please use the default Standard Double Window Invoice (3 7/8 x 8 7/8 #9) envelopes.
    1. Go to the Patient section and search for the patients account using the search field(s). 
    2. Click on the Print button and select Patient Statement.
    3. When the Statement Options window opens (see below), make your selections. 
      • Important: Remember to change your Date Range, and select the applicable Statement Options.
    4. When you're satisfied, click on the Print and Add Activity drop-down menu.
      • Enhanced Statement:  If you are using our Enhanced User Print Statements, selecting this option will allow you to print an Enhanced User Print Statement for this patient and add a memo line in the patient’s activity to reflect that a patient statement was printed and mailed.
      • Plain Text Statement:  Selecting this option will allow you to print a Plain Text Statement for this patient and add a memo line in the patient’s activity to reflect that a patient statement was printed and mailed.
    5. Alternatively, you can select the Preview drop-down menu to preview either the Enhanced User Print Statement or the Plain Text Statement before printing and mailing it. 
    Note: In the event you receive a warning message stating "No charges due from the patient were found" please confirm the following:
    • Does the patient have charges that are set to Balance Due Patient
    • By default, the Date Range defaults to Today's date. Did you expand the Data Range field to search for All or applicable charges?
    • Is the Send Statement option enabled in the Patient section > Patient Billing > Statements tab?
    If you've verified that all the above is true please contact us for assistance. 

    • Include all charges except Due Insurance: Check this box to include all charges except those that are set to Balance Due Insurance
    • Include all charges, including Paid: Check this box to include all charges including those that have been Paid
    • Print the Practice and Provider for each claim: Check this box in the event the patient was seen by different Practices/Providers and you would like the charges on the statement to be separated by Practice/Provider.
    • Separate statement:
      • By provider: The patient will be sent separate statements when the charges included on the statement are associated to different providers. 
      • By practice: The patient will be sent separate statements when the charges included on the statement are associated to different practices. 
    • Show the patient's last payment: Check this box to display the "last" patient payment. Note: This is visible towards the bottom of the statement. 
    • Do not list account creditsCheck this box in order to remove credits on the patient's account from being included in the calculation of the Balance Due on the statement and from being listed within the detailed line items.

    Print Final Demand Notice

    Follow the instructions below to print your Final Demand Notice: 
    1. Go to the Patient section.
    2. Go to the Patient section and search for the patients account using the search field(s). 
    3. Select the Print button
    4. Select Final Demand Notice.
    5. When the FDN Options window opens (see below), make your selections. 
    6. When you're satisfied, click on the Print and Add Activity drop-down menu.
      • Enhanced Statement:  If you are using our Enhanced User Print Statements, selecting this option will allow you to print an Enhanced User Print Statement for this patient and add a memo line in the patient’s activity to reflect that a patient statement was printed and mailed.
      • Plain Text Statement:  Selecting this option will allow you to print a Plain Text Statement for this patient and add a memo line in the patient’s activity to reflect that a patient statement was printed and mailed.
    7. Alternatively, you can select the Preview drop-down menu to preview either the Enhanced User Print Statement or the Plain Text Statement before printing and mailing it. 
    • Include all charges except Due Insurance: Check this box to include all charges except those that are set to Balance Due Insurance
    • Include all charges, including Paid: Check this box to include all charges including those that have been Paid.
    • Separate statement:
      • By provider: The patient will be sent separate statements when the charges included on the statement are associated to different providers. 
      • By practice: The patient will be sent separate statements when the charges included on the statement are associated to different practices. 

    Print Label

    Follow the instructions below to print your label: 
    1. Go to the Patient section.
    2. Open the patient you would like to print. 
    3. Click Print.
    4. Click Label.
    5. Select the label you would like to print (if more than one exists).

    Additional Actions

    Merge Account

    Patient merges allows you to merge two patient accounts with duplicate information. The merge looks for the following: First and Last Name, DOB, SSN, Member ID, Home Phone, Address 1 and Zip Code. NOTE: You must be an Administrator or Authorized Representative to undo a patient's account merge.

    Follow the instructions below to merge patient accounts:
    1. Go to the Patient section. 
    2. Open the patient you would like to merge.
    3. Click Merge
    4. Select Merge.
    5. The Patient Merge window will show all patients with matching information, including a percentage match.
    6. From the Action drop-down, you can choose to Merge to Source or Link to Source. 
      • Merge to Source will only move appointments, claims, charges, and payments to the source patient and delete the merge patient.
      • Link to Source will set the merge patient's insured to the source patient.
    7. Select Apply.
    8. Be sure to Save the patient to keep your changes.

    Undo Merge

    Follow the instructions below to undo a patient merge:
    1. Go to the Patient section. 
    2. Open the patient whose merge you would like to undo.
    3. Click Merge
    4. Select Undo Merge.
    5. The Patient Merge window will show all patients with matching information, including a percentage match.
    6. From the Action dropdown, select Undo Merge.
    7. Select Apply.
    8. Be sure to Save the patient to keep your changes.

    Open in EMR

    Open in EMR allows users with Interface permissions to open patient records in an active EMR system that is linked to CollaborateMD. Please review the Permissions help page to learn how to modify permissions for users. Additionally, if you are interested in obtaining an EMR, please review our list of partners on our website

    Follow the instructions below to open a patient record in an active EMR:

    1. Go to the Patient section. 
    2. Open the patient you would like to open in the active EMR.
    3. Select the button to Open in EMR
    4. If prompted, log in to the EMR account using your personal credentials. Note: These are established with the EMR and not CollaborateMD. CollaborateMD has no knowledge of user credentials for other systems. 
    5. If you are already logged into the EMR, the patient record should open in this system automatically. 

    Track

    The Track button allows users to view the life cycle of each claim with billing activity on file within the Claim Tracking screen, either by the patient or insured's name. 

    Follow the instructions below to track a patient or insured's claim(s):

    1. Go to the Patient section. 
    2. Open the patient for which you would like to track claims. 
    3. Select the Track button. 
    4. Select either the Patient or Insured. 

    Review

    If enabled and configured, the Review button allows users with the Patient Review permission to check patient eligibility and/or run address verification. Please view the related links to learn how to enable one or both of these features, if applicable.

    Follow the instructions below to review the patient record:

    1. Go to the Patient section. 
    2. Open the patient you would like to review.
    3. Select the Review button. Note: Upon clicking this button the patient's record will automatically be saved. 
    Note: To see eligibility responses, please click on the Eligibility tab within the Patient section and select  View Eligibility.