Revenue Cycle Policy/Procedure s1

Effective Date: Pending

UNION GENERAL HOSPITAL, INC. Union General Hospital Union County Nursing Home Chatuge Regional Hospital Chatuge Regional Nursing Home An Equal Opportunity Employer Review Date:

Revised Date: Department:

Corporate Wide

Third Party Non Excepted Refunds Approval Authority: ______Lewis Kelley, CEO

POLICY/PROCEDURE: 14-CSH-1300-3

TITLE: POINT OF SERVICE COLLECTIONS

DATE DOCUMENTED: 3/13/16 REVISED: N/A

Document Purpose: To establish collection criteria and improve point of service (POS) collections by the patient access areas within the facility; standardize the financial counseling and collection of deposits from patients when services are scheduled or received; and provide clear communication to all personnel regarding the importance of ensuring the patient clearly understands the out-of-pocket finances required when healthcare services are received.

Policy: It is Union General Hospital Authority policy that: 1. Registration staff will collect any applicable co-pays or self-pay balances at the time of discharge 2. The UGH Registrar will post the patient’s payment immediately to the patient’s McKesson Paragon account and generate a patient

receipt for every transaction (regardless if the patient requests a receipt) and a receipt for the cash drawer 3. The cashier will follow use detailed instructions from these, and other referenced UGH documents: a. Daily Cash Drawer Process (09-CSH-3515-3) b. Paragon Payment Posting Job Aide (09-CSH-3516-2)

Responsible Party: Registrars, Patient Access Manager, Business Office Manager, Revenue Cycle Director

General Statements:  Do not make change, or give cash back for patient checks—take entire check and the patient will be sent a refund

 Do not accept private third-party checks

 For separation of duties, it is important that the “cashier” is not the also “depositor” nor the “charge poster”

 UGH accepts the following credit cards:

o Visa

o MasterCard

o American Express

o Discover

Procedure Steps During the Day:

1. Prepare the cash drawer:

a. Following the specific steps for handling the cash drawer, prepare your cash drawer at beginning of shift, and subsequent to balancing batch

POLICY/PROCEDURE: 14-CSH-1300-3 Page 2 Union General Hospital Revenue Cycle Policy/Procedure

b. For more detail, see document: CSH-3515-3 Cash Drawer Policy and Procedure

2. Collect any co-pay amounts due according to their insurance plan (verified through Paragon), and $100 deposit for self-pay accounts

a. Reference 14-REV-1102-3 POS Collections Sample Scripting document

b. For self-pay accounts, have patient complete 09-CBO 8245-4 Payment Agreement Form (NEED COPY)

3. For cash, checks, or money orders (not credit cards):

a. Immediately post any copayment collected in Paragon as an unapplied transaction. (See CSH-3516-2 Paragon Payment Posting Job Aide)

b. Add the payment transaction to the encounter:

a.i. Select Activity Posting in Paragon Patient Management

a.ii. Select New to create batch

 Location Cash

 Posting Organization Union General Hospital

 Batch ID: Your Initials/MM/DD/PYMT

 Batch Type: Cash Batch

 Select OK

 Enter Visit ID

 Enter Payment Type – CK1 (Check) or CA1 (Cash) and Pmt Amt

4. For credit card transactions:

a. Reference Web Pay Posting Job Aide CSH-3516-3

5. Print two receipts:

a. Regardless if requested, print the patient a receipt for the payment (s)

b. Print a copy of the receipt for the cash drawer

POLICY/PROCEDURE: 14-CSH-1300-3 Page 3 c. If receiving a check, verify the dollar amount and the signature, then stamp with the UGH deposit stamp immediately (make certain patient’s name is reflected on the check)

6. Place the collected cash, check or credit card receipt and receipt copy in your cash bag, in the safe

Procedure Steps At Shift End and/ or at 1pm

1. Reconcile the cash drawer:

a. Remove the payments collected from the cash drawer b. Make certain that the amount posted in Paragon and Relay Health Web Pay matches the total of the receipts in the drawer c. With witness, count cash drawer, complete and initial UGH Cash Drawer Log (09-CSH-3513-4) d. Notify manager immediately if cash drawer balance is off from last entry on log (follow document Cash Drawer Policy and Procedure for overage or shortage) e. Prepare daily balancing packet as described below from monies received. Store reconciled cash drawer in locked safe f. For more detail, see document 09-CSH-3513-3 Daily Cash Drawer Process

2. Balance your batch:

a. Fill out reconciliation sheet in Paragon (See Paragon Payment Posting Job Aide (09-CSH-3516-2)

b. Print batch report from Paragon

c. DO NOT Post Batch in Paragon – this will be done by the business office when all batches are reconciled for the day

POLICY/PROCEDURE: 14-CSH-1300-3 Page 4 Union General Hospital Revenue Cycle Policy/Procedure

d. Fill out reconciliation sheet from Web Pay payments(09-CSH-3517-3 Web Pay Reconciliation Worksheet)

3. Compile the Daily Balancing Packet, including the following:

a. Manually total payment receipts, and write total on the UGH Daily Deposit Form (CSH-3550-4) for each payment method

b. Print credit card transaction report

c. Record credit card transaction total on the UGH Daily Deposit Form (CSH-3550-4)

d. Staple all receipts, batch report, Paragon and Web Pay reconciliation sheets, and UGH Daily Deposit Form (09-CSH-3550-4) together.

e. Prepare deposit envelope and include stapled paperwork

f. Return deposit envelope to the business office (Rachel Dyer)

g. General statements :

g.i. Deposit packet should be turned in by 2pm (weekdays), for first shift and previous days’ shifts.

g.ii. Weekend shift packets should be stored in the safe until clerk can pick up on Monday morning.

g.iii. Batch summaries and deposit schedules are as follows:

g.iii.1. Weekdays

g.iii.1.a. 1st shift – 2 batches. Shift start with today’s date and subsequent to 2pm, tomorrow’s date. Deposit packet created for batch 1 returned to Rachel Dyer. Batch 2 deposit packet stored in safe for morning clerk pickup.

g.iii.1.b. 2nd shift -1 batch, current date. Store packet in safe for clerk pickup in morning.

POLICY/PROCEDURE: 14-CSH-1300-3 Page 5 g.iii.1.c. 3rd shift -1 batch, ending shift date. Store packet in safe for clerk pickup in morning.

g.iii.2. Weekends

g.iii.2.a. 1st shift – 1 batch, current date. Store packet in safe for clerk pickup on Monday

g.iii.2.b. 2nd shift – 1 batch, current date. Store packet in safe for clerk pickup on Monday

g.iii.2.c. 3rd shift – 1 batch, ending shift date. Store packet in safe for clerk pickup on Monday

g.iv. Reconcile cash drawer on the following schedule:

g.iv.1. Beginning of shift

g.iv.2. End of shift

g.iv.3. After creating new batch and balancing previous (1st shift, weekdays)

Referenced Documents: 09-CSH-3513-3 Daily Cash Drawer Process 09-CSH-3516-2 Paragon Payment Posting Job Aide 09-CSH-3550-4 Daily Deposit Form 14-REV-1102-3 POS Collections Sample Scripting 09-CBO-8275-4 Payment Agreement Form 09-CSH-3513-4 UGH Cash Drawer Log 09-CSH-3516-3 Web Pay Posting Job Aide 09-CSH-3517-3 Web Pay Reconciliation Worksheet

POLICY/PROCEDURE: 14-CSH-1300-3 Page 6