2017 Consolidated Collection Letter

[Debbie Brosseau]

CLIENT: Deborah Christian
ORGANIZATION: CONWI
TOPIC TITLE: Consolidated Collection Letter
REASONS TO ADD THE TOPIC: Collection letters are a very tedious and labor intensive process for us. I am looking to you for help or suggestions on how to improve this process. Our current process each month is:
1. using Bulk Utility we search using the following criteria
Payor: PRIV - PRIV
Balance: .01-10000.00
Dun Lev: 3-9
No Payment within 28 days-

We then reclass all of these invoices to payor PCOL3.
We have a format called PCOL that is our collection letter format and that format is tied to payor PCOL3.

We then review every invoice that is PCOL3 and has a balance and based on account comments or payments made on other invoices we either print a PCOL form or reclass it back to PRIV. If a patient has multiple invoices that are PCOL we print one form and then print the other invoices to a dummy file and manually change the balance on the printed form. We do this so we aren't mailing multiple letters to a patient. There are several problems with our current process-

1 - It's very labor intensive. It takes 6 billers 3 - 4 days to complete this process each month. Our collection lists average 1000 to 1300 invoices each month that are reclassed to PCOL3 based on the above criteria. We end up reclassing many back to PRIV because a payment made could have been applied to a different invoice.

2 - Our letters don't look professional when we change the balance. This causes phone calls from patients questioning this.

What we would like is some kind of consolidated collection letter so that the balance on the letter is the sum of all invoices at payor PCOL3 instead of having to print one letter, dummy print the other invoices and manually changing the balance on the printed form.

Also if a patient has made PRIV or PCOL payments but they are applied to other invoices we don't want those to qualify for our list.

SCC Response:
Development for this topic/request is being processed internally with IFR-13105