The Bill Summary screen displays a comprehensive list of details for a selected bill. The user can take several actions on this screen:

• Review the bill details including the full audit trail in the Bill History
• Pay the bill
• Updating an active payment plan
• Change the bill status
• Resend bill communications to the guarantor/patient
• Send receipts once a bill is paid
• Download statement JSON to troubleshoot ingestion issues
• View the Dunning configuration for the practice to which the bill belongs

The screen is broken down into several sections:

• Bill Header
• Bill Details
• Summary of Services
• Charge Detail
• Bill Summary
• History

Figure 66 - Bill Summary

The Pay Now button is displayed if the bill is status Due. The remaining options are available in the Actions drop-down menu. Send Receipts is only available once the bill is status Paid.

Bill Header

The top portion of the page gives a bill header with four lines including the bill status, total payment due, due date, and any additional information (e.g., incentives or next installment of payment plan). The layout of this section is determined by the bill status. For example, when a bill is in Due status, the age of the bill determines whether to display DUE NOW or PAST DUE. We also calculate the due date or number of days past due and display that below the dollar amount due. Below is a breakdown of how each bill status impacts the layout for this section, along with examples:

Bill Status	Line	Message
Due	Line 1	DUE NOW (color: burnt orange)
	Line 2	Payment Due: $xxx.xx (bold)
	Line 2	Your bill is due in x days (bold)
	Line 4	0% interest payment plans (color: blue)
	Ex
Due (Past Due)	Line 1	PAST DUE (color: burnt orange)
	Line 2	Payment Due: $xxx.xx (bold)
	Line 3	Your bill is past due by x days (bold)
	Line 4	0% interest payment plans available (color: blue)
	Ex
Due (Future Payment)	Line 1	Future Payment (color: burnt orange)
	Line 2	Payment Due: $xxx.xx (bold)
	Line 3	Nothing is due at this time. Autopayment is set for MM/DD/YYYY. Update Plan
	Ex
Due (Payment Plan)	Line 1	Payment Plan (color: black)
	Line 2	Payment Due: $xxx.xx $xxx.xx (adjusted balance)
	Line 3	You have x installment(s) remaining. View Plan Schedule
	Line 4	The next payment of $xxx.xx is due on MM/DD/YYYY. Update Plan
	Ex
Paid	Line 1	PAID (color: green)
	Sample
Suspended	Line 1	SUSPENDED (color: burnt orange)
	Line 2	Amount Due: $xxx.xx (bold)
	Line 3	Hold Change Until Date + Suspend Reason
	Ex
Void	Line 1	VOID (color: burnt orange)
Ex
Collections	Line 1	COLLECTIONS (color: burnt orange)
Ex

NOTE: If the statement JSON has any statement-level transaction with transactionDesc = “Discount” and transactionType = “14” (Lifetime) or transactionType = “PatientAdjustment” (Episodic), PatientPay will display “Payment Due Reflects Pay Now Discount” on the last line of the bill header to incentivize the patient to pay their balance via Pay Now.

Change Bill Status

Any user can edit the status of a bill. The only exception is when the bill is status of Paid – we do not allow you to change the status. To change the bill status, simply click the pencil icon next to the bill status and it will load the Change Bill Status screen. This screen is used to change the status of a bill, the reason for suspending (if applicable), the number of days to hold change, and any notes. Once you’ve supplied the required information, press Save to change the bill status. Press Cancel to abandon your changes and return to Bill Summary.

Figure 67 - Change Bill Status

Below is a breakdown of the supported bill statuses and the system behavior for each. The Hold Change Period represents the number of days that PatientPay will ignore any statement updates, prohibit bill payments (except through Admin), and withhold from sending Dunning communications. The choices for the number of days are 0, 15, 30, 60, and 90. A hold period of 0 days means that the hold will expire immediately upon receipt of the next statement update.

Bill Status

A bill can have the following statuses:

Bill Suspend Status Reasons

A bill in Suspend status can have the following hold reasons:

Download Statement(s)

The Download Statement(s) option under the Actions menu is only shown for users with the Download Statement permission. It gives the user access to the statement JSON that was ingested to create the bill. This is helpful for troubleshooting. This action will download to the client browser a JSON file containing all statement JSON sent to PatientPay for this bill in chronological order. This should match the sequence of events in the Bill History’s Bill Updates category.

Resend Bill

When the user chooses Resend Bill from the Actions drop-down menu, the Resend Bill Notifications dialog is displayed. It allows the user to resend any notification to a patient via email, text, and print. If you select Email, you must provide a valid email address. If you select Text, you must provide a valid mobile number. If you select Print, a printed statement will be sent to the patient guarantor address on file on the next batch (we send out print each morning to a third-party print vendor at 2AM EST). The choice for Message Type includes Initial Bill, Bill Reminder, Past Due Reminder. This is a great way to test the format of various communications. Resends will show up in the History under the Communications category.

NOTE: Resends will override the Minimum Dollar Threshold for Electronic / Print for the organization defined in Admin Configuration and send communication regardless of the bill balance.

Figure 68 - Resend Bill Notifications

Send Receipts

Once a bill is Paid, the Send Receipts option on the Actions drop-down menu will be available to email, text or download a PDF receipt. To change the email address or mobile phone number, simply overwrite the default guarantor email or mobile number in the text field. Check the Download receipt PDF checkbox to download a PDF of the receipt to your browser. Press Send to close the dialog and send a copy of the receipt to the patient/guarantor.

Figure 69 - Send Receipts

The PDF receipt should print the following information under the From label in this order:

• Practice / Organization Name
• Physical Address
• Support Email Address
• Support Phone Number

View Configuration

When the user chooses View Configuration from the Actions drop-down menu, the Configuration dialog is displayed. This provides key practice configuration details including Dunning, Payment Plans and Holiday schedule.

The Dunning tab shows the Dunning configuration for the practice that controls when communications are sent. We display the Cycle, Bill Age (in days), Name for the notification, Message Type, Email Template, Text Template and Print Template IDs. If any of the email, text or print templates using the system-default, we display “<System Default>”.

Figure 70 Dunning Configuration

Bill Details

The Bill Details section outlines the name of the guarantor that’s financially responsible for the bill, the account ID for the patient, the service date, billing organization name and support contact information (name, email and phone) should the patient have questions about their bill.

Dunning Summary

If the logged in user has the role of System Administrator, we display additional details about the dunning status to assist with troubleshooting decisions made about communications with the patient. Beneath the Service Date, we display the Effective Date of the bill, including the age in days, the last Dunning Status we received, and the Dunning Position (Cycle and Day).

NOTE: You will note that at the end of a cycle, the Dunning Position will not match the Dunning Status until the next day when the Dunning Collector runs at 1AM. This is by design and shows the timing of our dunning decisions. Below we received A3 and the bill has aged to the end of cycle 2 (30 day cycles) and will not reflect Cycle 3 / Day 1 until the following day.

Bill Code

The Bill Code that was generated for the printed statement is shown along with a hyperlink to the Patient Portal’s Bill Code Logging using the vanity URL. This makes troubleshooting easier for the administrator if they want to guide the patient through logging in using their bill code.

Summary of Services

The Summary of Services section outlines each visit and total charges. This section segments visits with $0 balance from those with a balance in separate sections. The sections are sorted in reverse chronological order with the most recent visits first. In the blue header for each bill, we display the visit date and visit location (if provided). The visit details list the patient’s name (first + last), provider (if provided), insurance company (if provided), amount billed for the visit, any payments / adjustments, and a total due for the bill. The user can press the View Charge Details button for more details on the charges including the names of services performed, insurance payments/adjustment ,and patient payments applied to the bill.

Figure 71 - Summary of Services

Charge Details

The Charge Details screen shows a listing of services, insurance payments/adjustments, patient and payments for a given visit. The EOB link provides a PDF summary of Explanation of Benefits should the practice choose to display this via configuration. The PDF loads in a separate browser tab. The Patient Payments column displays any transactions whose transaction type indicates it they are patient payments. The Insurance Payments/Adj column displays any transactions that are not patient payments. Both columns only show when they have a value.

Figure 72 - Charge Details

Charge Summary

The Charge Summary section is accessed from the Bill Summary and displays the service dates, provider name, and a listing of services provided. A breakdown is provided of total charges, any insurance payments or patient payments deducted, and the balance due for the visit. Press the Back to Bill Summary link to return to the bill.

Figure 78 - Charge Summary

Adjustment Summary

The Adjustment Summary section is only displayed when visit level transactions are linked to the bill. If shown, it contains the service dates, visit types, and service descriptions of visit level transactions along with a total of charges.

Figure 79 - Adjustment Summary

Bill Summary

The Bill Summary section provides a quick summary of the amount billed, any payments/adjustments and the total amount due. We provide a Pay Now button here for convenience. The Statement Message displays the statement message provided in the statement file with any special instructions for the patient.

History

The History section displays a reverse chronological listing (most recent events first) of events that have transpired for the given patient account and bill. These events are broken down into four color-coded categories: Bill Updates, Communications, Patient Actions, and Payments.

Figure 73 - Bill History

The user can filter the view by checking off the categories to display in the upper right:

Figure 74 - Admin Bill History Categories

Also, in the upper right, you can determine which columns are visible in the user interface. NOTE: Admin will remember your selection for the user session so that you don’t have to enter these every time you view the Bill History.

Figure 75 - Admin Bill History Columns

To export the Bill History to PDF or Excel, choose the Download menu in the upper right. This is useful if the patient requests a copy of their history for audit purposes. The resulting export file will adhere to the selected filters but include all columns in the same order.

Figure 76 - Admin Bill History Download

To display additional events that are older than six months, click the Show Archived Events button. To add an ad-hoc memo to the bill’s history, click the Add Note button. The event will be added to the Communications category.

Figure 77 - Add Note to Bill History

Bill Updates

The Bill Updates category displays events related to the lifecycle of the bill – from bill creation to bill updates via ingestion or Admin. It displays the Time Stamp, Event and Actor.

Communications

The Communications category displays a listing of Dunning and communication related events. It displays the Time Stamp, Event, Status and Actor. This is helpful in determining the Dunning decisions and communications made to a guarantor regarding their bill. The Event column indicates the method of communication (Email, Text or Print) and Notification Type (e.g., which message template was sent), Timestamp, and Delivery Status. If you wish to see the message sent, just click the hyperlink on each Notification Type. NOTE: Print notifications will open up a PDF in a second browser tab and can take up to two days to render by the print vendor. If you receive any issues with message delivery, the Status column will provide a hover tooltip with the details.

The following section explains the various Notification Type events and the conditions which cause these events to appear:

NOTE: A “Paper Cycle” event is a normally scheduled print (as part of Dunning) and a “Drop to Paper” event is when the patient has opted out of electronic comms (explicitly or implicitly from missing mobile/email). They both have the same result of a printed statement, but it gives greater context as to why.

Patient Actions

The Patient Actions category displays any actions that a patient/guarantor has taken against the bill (login, notification click, payment). It displays the Time Stamp, Event, and Actor (user responsible for action).

Payments

The Payments category includes details for any payments made against the bill, including the Time Stamp (EST), Transaction Type, Amount, Payment Method (i.e., card type / check and last 4 digits of the credit card), Confirmation and Status (e.g., Approved/Scheduled/Declined). The Transaction Type indicates the source and type of payment (e.g., Admin Bill Payment, Patient Bill Payment, Payment Plan, Scheduled Payment, Lockbox, IVR, Void or Refund). If you have a future payment scheduled, we will display an icon with the date in the tooltip. If a payment was declined, you can hover over the Declined status to get a tooltip with the response code and reason. You can click the Confirmation hyperlink for a successful transaction to link to the Transaction (helpful for Void or Refund).