What collections is

The Patient Collections work queue with tabs for Active, Due for Statement, Pre-Collections, and Closed.

After insurance has paid its portion of a claim, the remaining balance is the patient's responsibility. Collections is the process of following up with patients who owe money. The collections work queue helps you manage these accounts.

Opening the work queue

Click Collections in the menu. You see a list of accounts with outstanding patient balances.

Tabs

The work queue has four tabs:

  • Active — accounts that are currently being worked.
  • Due for Statement — accounts where the next statement date has arrived.
  • Pre-Collections — accounts in the Pre-Collections stage, approaching the point where they may be sent to an outside collection agency.
  • Closed — accounts that have been resolved, either through payment, write-off, or charity care.

Stages

Each row shows the account's stage: Statement 1, Statement 2, Final Notice, Pre-Collections, Collections, Bad Debt, Charity Care, or Closed. Use the Stage column filter to focus on accounts at a specific point in the process.

Columns

The list shows the incident number, patient, balance, propensity score, stage, statements sent, next statement date, and action buttons. Click the incident number to jump to the claim.

Example

You click the Due for Statement tab and see 23 accounts. These patients need a statement. You generate statements (see patient statements), then tomorrow check the Pre-Collections tab for accounts that have not responded.

Tips

  • Work the collections queue on a regular schedule — daily or at least weekly. Falling behind means patients go longer without hearing from you, and they are less likely to pay.
  • Sort by balance inside any tab to work the biggest dollars first.