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Manage Account


Payment Section

The Payment section of the application provides the functionality to manage financials and improve cash flow with multiple payment methods. Based on the insurance company and your preference, CollaborateMD makes this process simple and efficient.

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.


 

              Payments

Manage Account

Manage Credits


Manage Account is used to delete payments, adjustments, or other accounting errors. This section is also used to view payment and activity history, as well as create patient payment plans. To view the help page for Payment Plans, click the link here.

Find Transactions

Follow the instructions below to find transactions

  1. Go to the Payment section.
  2. Click on the Manage Account tab.
  3. Select your search filters.
  4. You can search for patients one of four ways: 
    1. Click the Find button and use the Search field provided to search by name, phone#, and more. Click on the (?) for all search capabilities.
    2. Click on the Open <Patient Name> button to open the active patient.
    3. Click the Find button and in the Recently Opened pane, select the patient you wish to open. 
    4. Click the Find button and choose Advanced Search.
  5. When your results are displayed, double-click on the claim you would like to edit or click on the Expand All check box.
  6. Make any necessary changes.
  7. Click on the Select Columns button if you wish to see additional information than what is already displayed for the charges such as the Entered by, Deleted by, Deleted Date, Patient Name, or Patient #
  8. When you're satisfied with your changes, click on the Save button.
https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Debit or Credit Account

You have the option to apply a Debit or Credit adjustment towards the patient account.

Note:

  • These debits and credits will not be linked to a particular claim.
  • Please ensure you have the appropriate Adjustment Code created. Learn how to create Adjustment Codes

Follow the instructions below to add a Debit or Credit to the patients account:

  1. Go to the Payment Section
  2. Click on the Manage Account tab
  3. Click on Find or Open Active Patient
  4. Click on the Debit Account or Credit Account button
                                                                                             
  5. Enter the debit/credit details (Code, Amount, Received, Memo, Provider, Office Location)                                       
  6. When you're satisfied with your changes, click the Save button.

https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Edit Payment Date

  1. Go to the Payment section.
  2. Click the Manage Account tab.
  3. Select your search filters.
  4. Click the Find or Open <patient name> button.
  5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
  6. Click the Date displayed beside the transaction that has the money icon.
  7. Click  the calendar icon or manually enter the check date or the date you received the payment
  8. Click the Save button to save your changes or select Cancel to close your view and cancel any changes made.

https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Edit Payment Memo Line

  1. Go to the Payment section.
  2. Click  the Manage Account tab.
  3. Select your search filters.
  4. Click the Find or Open <patient name> button.
  5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
  6. Locate the memo line you would like to edit
  7. Click the Memo Field and enter your new memo line.
  8. When you're satisfied with your changes, click the Save button.

https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Delete Transactions

Note: Any account credits to be deleted will affect the item’s associated payment.

  1. Go to the Payment section.
  2. Click the Manage Account tab.
  3. Select your search filters.
  4. Click the Find or Open <patient name> button.
  5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
  6. Select the transaction line you would like to delete.
  7. Check the Delete Transaction box in the pop-up window to the right hand side.
  8. When you're satisfied with your changes, click the Save button.
https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Find/Undelete Transactions

Once a transaction has been deleted please note that can be undeleted if you have the proper permission. This transactions include claims, payments, adjustments, credits, and activity lines. 

Note: Charges that are set to be undeleted will set the Charge Balance to Due Patient.   Any account credits to be deleted will affect the item's associated payment. Any payments to be deleted will also affect any associated account credits.

  1. Go to the Payment section.
  2. Click the Manage Account tab.
  3. Click the Find or Open <patient name> button. 
  4. Check the Show delete items check box.  Note: Use any additional filters to constrain your results.
  5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
  6. Select the transaction line you would like to undelete (delete transactions will be displayed in gray font).
  7. Uncheck the Delete Transaction box in the pop-up window to the right hand side.
  8. When you're satisfied with your changes, click the Save button.
https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Real-Time Claim Submission (RTCS)

Once enabled, claims can be validated using RTCS anywhere within the application, where you can update a claim status. This includes the Claim, Payment, and Control sections. 

Follow the instructions below to validate a claim using RTCS: 

  1. Go to the Payment section
  2. Click the Manage Account tab and search for the patient.
  3. Once the payment details are displayed, in the Status Memo column, click on each charge status you wish to validate and select “Send to Insurance via Clearinghouse”.
  4. After your selections are made, click Save.
  5. The software will perform several edits to ensure the claim is clean and ready for submission. This includes Claim Analysis, Claim Scrubbing (if enabled), and Real-Time Claim Submission (RTCS) (if enabled).
  6. Once the claim is validated, one of the following will occur:
    1.  If the claim was accepted, it may be sent to the Clearinghouse immediately for processing (based on this option being selected) and charge statuses will reflect “Claim at Insurance”. Otherwise, charge statuses will remain at “Send to Insurance via Clearinghouse”, and claims won’t be submitted until 11:00 PM Eastern Standard Time. Click Close once you’re satisfied.
    2. If the claim was rejected, it will not be sent to the Clearinghouse for processing and charge statuses will reflect “Rejected at Clearinghouse” (based on this option being selected). A description of the rejection will be denoted within the result window. 
  7.  If the claim was rejected, review the description of the rejection and choose from one of the following options: 
    1. Close & Fix Now: Choose this option to close the window so you can correct the issue in real-time.
    2. Close & Fix Later:  Choose this option to close the window so you can correct the issue at a later time. 
Important:
  •  If “Automatically validate and submit the claim” is enabled, results for validated claims can be found in Claim Tracking or in the Report Viewer by running the Claims Rejected at Clearinghouse Report. 
  • If “Automatically validate, but do not submit the claims” is enabled, results for validated claims are not saved. You must validate the claim again in order to view the rejection message (as long as the claim hasn’t been fixed). 

https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Tips for Troubleshooting Rejections 

  1. Carefully read the description of the rejection. Once you’ve fully read the message and understand what needs to be corrected, correct the claim, verify the status is still set to “Send to Insurance via Clearinghouse”, if not, update the status and then click Save
  2. If you’re unable to identify what corrections need to be made, visit the Self-Service Portal for a list of common claim rejections and their resolution. If you don’t have a username and password for this website, please contact Support for additional assistance. 
  3. After exhausting all of your resources, contact Support for additional assistance. 
https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Additional Actions

When a charge or payment row within the table is selected, the panel on the right will allow additional actions to be performed such as Applying Discounts, Credit and Debit Adjustment, Apply Account Credit, Refund a payment, Reverse, and insurance adjustment, transfer credit to another patient, and change the Payment Type. This panel will also show the transaction ID associated to the selected transaction. Users will be able to move focus from row to row in the table using the keyboard arrow keys or the mouse.

Apply Discount 

Follow the instructions below to apply a discount:
  1. Go to the Payment section.
  2. Click the Manage Account tab.
  3. Select your search filters.
  4. Click the Find or Open <patient name> button.
  5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
  6. Click the CPT code you would like to perform the discount towards. 
  7. Click the Apply Discount button and click the magnifying glass to select the Discount CodeFor more information on discount codes see the Adjustments Help Page.
  8. Enter the discount details.
  9. When you're satisfied with your changes, click the Save button.
  10. Click the Save button to save your overall changes.

https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Apply Credit Adjustment 

Apply a Credit Adjustment towards a charge to perform a write off, professional courtesy adjustments, etc.

Follow the instructions below to apply a credit adjustment:
  1. Go to the Payment section.
  2. Click the Manage Account tab.
  3. Select your search filters.
  4. Click the Find or Open <patient name> button.
  5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
  6. Click the CPT code you would like to perform the credit adjustment towards. 
  7. Click the Apply Credit Adjustment button and click the magnifying glass to select the Credit Code. For more information on credit codes see the Adjustments Help Page.
  8. Enter the credit adjustment details.
  9. When you're satisfied with your changes, click  the Save button.
  10. Click the Save button to save your overall changes.

https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Apply Debit Adjustment 

Apply a Debit Adjustment towards a charge to perform balance transfers, no show fees, medical record fees etc. 

Follow the instructions below to apply a debit adjustment:
  1. Go to the Payment section.
  2. Click the Manage Account tab.
  3. Select your search filters.
  4. Click the Find or Open <patient name> button.
  5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
  6. Click the CPT code you would like to perform the debit adjustment towards. 
  7. Click the Apply Debit Adjustment button and click the magnifying glass to select the Debit Code. For more information on debit codes see the Adjustments Help Page.
  8. Enter the debit adjustment details.
  9. When you're satisfied with your changes, click the Save button.
  10. Click the Save button to save your overall changes.

https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Apply Account Credit 

Apply Account Credit towards a charge to apply an account credit towards a specific line item. Note: This transaction type can only be used when the patient has an account credit due to them.
  1. Go to the Payment section.
  2. Click the Manage Account tab.
  3. Select your search filters.
  4. Click the Find or Open <patient name> button.
  5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
  6. Click the CPT code you would like to apply the account credit towards. 
  7. Click the Apply Account Credit button. 
  8. Enter the credit details.
  9. When you're satisfied with your changes, click the Save button.
  10. Click the Save button to save your overall changes.

https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Apply Payment Plan Credit

Payment plan credits are created when payments are posted to installments only (i.e., not posted to charges that may or may not exist on the payment plan). In order to apply these payment plan credits to charges on the payment plan, follow the steps below. Note: This transaction type can only be used when the patient has a payment plan credit.

  1. Go to the Payment section.

  2. Click on the Manage Account tab.

  3. Select your search filters.

  4. Click the Find or Open <patient name> button.

  5. When your results are displayed, double-click on the claim you would like to edit or click on the Expand All check box.

  6. Click on the CPT code you would like to apply the payment plan credit towards.

  7. Click on the Apply Payment Plan Credit button. Note: The code must be associated to a payment plan for the button to appear.

  8. Enter the credit details.

  9. When you're satisfied with your changes, click the Save button.

  10. Click the Save button to save your overall changes.



https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Add Info Line

Informational lines can be added to charges to provide additional information about the patient's claim. For example, if a claim was denied, you can indicate the reason for the denial here; “Denied, Insurance stated this was a pre-existing condition.” Alternatively, you can choose from several pre-written information lines or create custom info line(s). 

Note: This will appear within the patient’s activity as well as statements.
  1. Go to the Payment section.
  2. Click the Manage Account tab.
  3. Select your search filters.
  4. Click the Find or Open <patient name> button.
  5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
  6. Click the CPT code you would like to add the info line to
  7. Click the Add Info Line button. 
  8. Select an info line or click the Custom option to manually create an info line.
  9. Enter a Received Date 
  10. Optional: Check the Copy this info line to all charges on this claim to apply this informational line to all charges associated to this claim. 
  11. When you're satisfied with your changes, click the Save button.
  12. Click the Save button to save your overall changes.

https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Refund Payment

Follow the instructions below to refund a payment:

  1. Go to the Payment section.
  2. Click  the Manage Account tab.
  3. Select your search filters.
  4. Click the Find or Open <patient name> button.
  5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
  6. Click the CPT code you would like to refund. 
  7. Click the Refund button.
  8. Enter a Refund Date and Refund Amount.
  9. Optional: Edit the Memo if applicable.
  10. When you're satisfied with your changes, click the Save button.
  11. Click the Save button to save your overall changes.

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  • Refunds should only be entered within CollaborateMD for tracking purposes only. CollaborateMD does NOT issue actual refunds to patients. Once the payment is refunded, the refund will NOT reflect on the patient's account as an account credit.

  • If an adjustment was associated to the original payment and you need to reverse all or a portion of the adjustment, please see the instructions on how to Reverse Adjustment.  


https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

Reverse Adjustment

Follow the instructions below to reverse an adjustment. 

Note: Adjustments aren't "refunded", they're reflected as a reversal within the application. :

    1. Go to the Payment section.
    2. Click the Manage Account tab.
    3. Select your search filters.
    4. Click the Find or Open <patient name> button.
    5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
    6. Select the adjustment you wish to reverse
    7. Click the Reverse button
    8. Enter the reversal details.
    9. When you're satisfied with your changes, click the Save button.

    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Modify Payment Type

    1. Go to the Payment section.
    2. Click the Manage Account tab.
    3. Select your search filters.
    4. Click the Find or Open <patient name> button.
    5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
    6. Select the payment you wish to modify
    7. Select the appropriate Payment Type
    8. When you're satisfied with your changes, click the Save button.

    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Move Payment (Patient)

    A patient payment can be moved from one charge to another, within the same patient account in the event a payment was applied towards an incorrect charge balance. 

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    • Applied account credits cannot be moved from one charge to another, however, payments that created account credits can be moved.

    • Payments can only be moved within the same patient account. In the event a credit needs to be transferred to another patient, please reference the “Transfer Credit To” portion of this Help Page for additional information.

    • The default memo line for new payment record(s) created as part of the move transaction will indicate that it was created as a result of a payment move and include the DOS & CPT that the original payment was previously applied to. Memo lines will be truncated at the maximum allowed characters, which is 60. Users can still overwrite/customize the memo line before saving.


    Follow the instructions below to move a patient payment:

    1. Go to the Payment section.
    2. Click the Manage Account tab.
    3. Select your search filters.
    4. Click the Find or Open <patient name> button.
    5. When your results are displayed, double-click on the claim that has the patient payment you wish to move or click the Expand All check box.
    6. Select the patient payment and then click the Move Payment button.
    7. When the Move Payment window is displayed, in the Apply Payment column, enter the amount you wish to apply.  Note: Remaining amounts will be applied towards the patient’s account as an account credit.
    8. When you're satisfied with your changes, click the Save Payment button.
    9. Once returned to the Charges, Payments, & Credits tab click the Save button to save your changes.

    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Account Credit

    Any outstanding account credits for the patients are shown in a separate table.  The credits will be grouped under due patient and due insurance.  If the patient does not have any outstanding account credits, this table will not be displayed. 

    Refund Credit
    1. Go to the Payment section.
    2. Click the Manage Account tab.
    3. Select your search filters.
    4. Click the Find or Open <patient name> button.
    5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
    6. Under Account Credits, select the credit you wish to refund.
    7. Click the Refund button
    8. Enter the refund details.
    9. When you're satisfied with your changes, click the Save button.
    10. Click the Save button to save your overall changes.
    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Transfer Credit To...

    1. Go to the Payment section.
    2. Click the Manage Account tab.
    3. Select your search filters.
    4. Click the Find or Open <patient name> button.
    5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
    6. Under Account Credits, select the credit you wish to transfer.
    7. Click the Transfer To... button
    8. Enter the transfer details
    9. Click the Transfer to magnifying glass to search for the patient.
    10. When you're satisfied with your changes, click the Save button.
    11. Click the Save button to save your overall changes.
    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Apply Credit

    1. Go to the Payment section.
    2. Click the Manage Account tab.
    3. Select your search filters.
    4. Click the Find or Open <patient name> button.
    5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
    6. Under Account Credits, select the credit you wish to transfer.
    7. Select the credit you wish to apply to a charge.
    8. Click the Apply Credit button.
    9. Within the Apply Credit window, enter the amount you wish to apply to the charge within the Apply Credit column.
    10. When you're satisfied with your changes, click the Save Payment button.
    11. Click the Save button to save your overall changes.

    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Change Credit Due To

    1. Go to the Payment section.
    2. Click the Manage Account tab.
    3. Select your search filters.
    4. Click the Find or Open <patient name> button.
    5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
    6. Under Account Credits, select the credit you wish to change the source of by clicking the Due To drop down menu. 
    7. When you're satisfied with your changes, click the Save button.

    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Delete Account Credit

    1. Go to the Payment section.
    2. Click the Manage Account tab.
    3. Select your search filters.
    4. Click the Find or Open <patient name> button.
    5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
    6. Under Account Credits, locate the credit you wish to delete. 
    7. Check the Delete transaction check box. Note: If the credit you wish to delete resulted from a payment, please note the payment must also be deleted. 
    8. When you're satisfied with your changes, click the Save button.
    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Undelete Account Credit

    1. Go to the Payment section.
    2. Click the Manage Account tab.
    3. Select your search filters.
    4. Click the Find or Open <patient name> button.
    5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
    6. Check the box to Show deleted items.
    7. The Account Credits screen will appear, locate the credit you wish to undelete. 
    8. Uncheck the Delete transaction check box. 
    9. When you're satisfied with your changes, click the Save button.

    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Print Claim

    1. Go to the Payment section.
    2. Click the Manage Account tab.
    3. Select your search filters.
    4. Click the Find or Open <patient name> button.
    5. When your results are displayed, double-click on the claim you would like to edit or click the Expand All check box.
    6. When your results are displayed change the Status of the charge to User Print & Mail and check the Print Claim box. NoteIf charges are not set to User Print and Mail you will receive an error. 
    7. Select the CMS form version you wish to print your claims by selecting the "Print to CMS Form" drop down menu towards the top of the screen. 
    8. When you're satisfied with your changes, click the Save button to save and print your claim.

    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Payment Plans

    Allow patients to make arrangements to pay off high balances over a period of time by placing them on a payment plan. Putting a patient on a payment plan may significantly increase the chance that a bill is paid, due to the simplicity of charging the agreed upon amount each period until the balance is paid.


    Click here to learn more about Payment Plans.


    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Activity

    The Patient Activity will allow you to view a list of the patient’s claims, debits, credits, statements, payment and summary activity. This includes data separation, information boundaries, and the ability to open claims, checks, and other sections directly. The patient’s claims activity is defaulted to list all of the claims, dates, totals, balances and current status of the claims.


    Click here to learn more about using the Activity tab.


    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Patient Notes

    Use the Notes tab to enter free form notes regarding the patient's account. Notes are generally created upon admission, transfer, discharge or any time the patient has a change in status. In addition, you can create notes any time unexpected events occur; this includes but isn’t limited to patient follow-up calls, when you contact the insurance company, or if the patient has an emergency (e.g., emergency room visit, etc.).


    Click here to learn more about using the Patient Notes tab.


    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account

    Alerts

    Alerts can be created to alert office staff of important circumstances related to a patient. This includes but isn’t limited to reminding staff to collect copays, or alerting the billing department to verify eligibility.


    Click here to learn more about using the Alerts tab.

    https://sites.google.com/a/collaboratemd.com/training/helppages/payment/9-2/manage-account