This guide will walk you through the current process for processing Voided, Reversed, or Updated Payments (whether they were updated due to biller resubmission, or new Payer information). Streamlines to this process are in the works!
Voided, Reversed, or Updated Due to Resubmission
Step 1 - Navigate
Navigate to the claim's original Payment
Step 2 - View Details
On the Superbill(s) that have been rescinded, select Detail to view the full payment information
Step 3 - Change "Bill To"
If the claim is Settled, change "Bill To" from Settled to the Primary Insurance
Why we do this: Leaving it on Settled will cause the value to become $NaN - if this happens, follow Step 1, click on the Payment field, and press [tab]
Step 4 - Clear Fields
Empty all Allowed, Adjusted, Interest, and Patient Responsibility fields
Step 5 - Change Payment to $0
Change the Payment amount on the claim to $0, not blank
Why we do this: Marking the payment as $0, rather than leaving it blank, means that the claim's Financial Transactions (via Claim's History) will maintain a link to this payment. This will make it far easier to find this voided payment in the future if need be!
Step 6 - Edit the Payment
Click EDIT
Step 7 - Ignored Amount
Add the the Total Voided Amount to Ignored
Step 8 - Save Edits
Save the edits - this will close the Edit tool as well
Step 9 - Leave Some Notes
Leave a Claim Note and Payment Note denoting the nature of of the Ignored Amount
We advise including the Check Number, EOB File Name and Page, or similar breadcrumb trail
Step 10 - Save the Payment
Step 11 - Remove Claim(s) From Queue
Because we updated the Bill To status to the Primary in step 3, these claims were sent to the Queue - unless you intend to send these claims to the Primary, you'll want to Remove them from the Queue.
Step 12 (Only for Updates due to Resubmission) - Post the Updated (New) Payment
Post the payment as usual
Updated Payment - Payer Update
Step 1 - Navigate
Navigate to the claim's original Payment
Step 2 - View Details
On the Superbill(s) that have been rescinded, select Detail to view the full payment information
Step 3 - Change "Bill To"
If the claim is Settled, change "Bill To" from Settled to the Primary Insurance
Why we do this: Leaving it on Settled will cause the value to become $NaN - if this happens, follow Step 1, click on the Payment field, and press [tab]
Step 4 - Update the Original Allowed Amount
On the Original (out-of-date) payment, Update the Claim's Allowed amount to the new value
Step 5 - Leave Some Notes
Leave a Claim Note and Payment Note denoting the nature of of the Updated Amount
We advise including the Check Number, EOB File Name and Page, or similar breadcrumb trail
Step 6 - Save the Original Payment
Step 7 - Create a NEW Payment
Following the usual Manual Payment Posting process, create a new Payment to reflect this new Payment
Step 8 - Add the Claim
Add the updated Claim to this new Payment
Step 9 - Apply the DIFFERENCE
Apply the DIFFERENCE between the out-of-date and updated payments in the Payments field
E.g. if the original payment was $100, and now the payer is paying $125, the Payment on this claim will be $25
Step 10 - Leave Some Notes
Leave a Claim Note and Payment Note denoting the nature of of the Ignored Amount
We advise including the Check Number, EOB File Name and Page, or similar breadcrumb trail
Step 11 - Save the New Payment