How to Send an Account to Collections

You can send a balance to our human collections team at any point, or after it's been through our Workflow.

Here's how to send a balance to our human collection team:

Change the Balance Status to "Collections Agency 1"

Click Accounts
Select the balance you want to send to collections
Click the Change Status drop down at the top right.
Select Collections Agency 1
Complete the form in the popup. The form is to confirm that the account has a chance of being collected by the human collection team. More details are below regarding which accounts you can send to collections.
Click the Submit this balance to collections.

Which Accounts can I Send to Collections?

Here are the guidelines for which patient accounts you send to our Collections Agency.

Balance - must be over $500.00
- This is due to the credit bureau regulations (more info here).
Alive - the patient must be alive, or deceased within 6 months. If the date of death is unknow, do not send.
Mailing Address - must be the home residential address of the patient or responsible party.
- if the mailing address is the address of the facility where the patient resided (e.g. a skilled nursing facility), then
  - the patient's primary payer must be Private Pay (aka Self Pay).
  - do not send to collections if their primary payer is not Private Pay (e.g. Medicare, Medicaid etc.), because we will not get paid on these accounts.
Send once - you can only send an account to collections once.
- Meaning, wait until you’re ready to commit the whole account to collections.
- You will not be able to send balance increments later (either from new charges, or monthly finance charges). This is due to how the accounts are processed with the credit bureau.
  - To confirm that there is only one outstanding balance for this account (and not multiple balances that you will not be able to send later submit to collections), go to the Accounts page, and search for the Account Number.
    If you see just one result row (i.e. one balance), then go ahead and submit the account to collections.
  - If you see multiple rows, wait until they have all balances passed through the Letter workflow, and reached Collections pending status. Then you can send the account to collections. Or you can manually click the "Change status" dropdown to select Collections pending.

After an account fits the above guidelines, you can send the account to collections.

Questions

Have questions about which accounts you can send? Contact our collection agency directly.

Send a Message to the Collection Agency about an Account

To send an update to the Collections Agency about a patient account, wait until you receive an email acknowledgement from the Collections Agency that they have received the patient account. (This takes about 2 weeks after you submit.)
Then, click Accounts > Jon Doe > Notify Agency.

Cancel an account in Collections

go to Accounts > Jon Doe
click Notify Agency
select the last option Cancel all coll. activity, enter a reason and comment
click Save and Send to Collection Agency
This will change the balance status to Cancelled, and send the collection agency an email notification.