Briefing: Working Your MSA Accounts Receivables

1. Briefing: Working Your MSA Accounts Receivables Date: 24 March 2010 Time: 1400 – 1450

2. Objectives Due Process has been established for the patient Precise and Clear guidelines for follow up procedures Keeping your Accounts Receivable manageable Getting the debt paid

3. Regulations • DoD Financial Management Regulation, Volume 4, Chapter 3 September 2009 • 030212 Due Process Due Process is the notice of indebtedness or opportunity provided the debtor to dispute the indebtedness. The Fifth Amendment of the United States Constitution provided that no person shall “be deprived of life, liberty or property without due process of law…” • DoD Financial Management Regulation, Volume 5, Chapter 28 • MTF Uniform Business Office Manual DoD 6010.15-M

4. Due Process • The MSA office shall make every effort to collect accounts before they become delinquent • Due date is 30 days after bill is mailed • Initial Invoice and Receipts: • 30 days, First Delinquent Letter • 60 days, Second Delinquent Letter • 90 days, Follow Service-specific guidelines

5. Accounts Receivable Reports Reflect ALL outstanding MSA accounts Ensure this report is “worked” by the Billers OFM> DAR (Detail Schedule of Accounts by Age) Select Detail Aging Report Segment(s) for Printing Current status 1 to 30 days 31 to 60 days 61 to 90 days 91 to 120 days 121 days or greater * ALL segments

6. Accounts Receivable Reports At end of the month, Biller(s) should be required to research accounts over 120 days and provide an explanation AGING OF ACCOUNTS RECEIVABLES Greater 120 DAYS * BORDER, MOM A1995659 10 Aug 2009 9.65 (Border Mom meals, no response fm patient, write off report) * DOD, CIVILIAN A1994660 12 Aug 2009 150.63 (Insurance Billed, waiting status of claim) * RESERVIST, LOD A1994506 10 Jul 2009 83.56 (Not LOD injury, no response from patient, write off report) * DIVORCE, SPOUSE A12562156 07 Apr 2009 166.80 (Payment agreement, making payments) * RETIREE, FAMILY 6355564 29 Jul 2009 15.65 (DD139 Processing)

7. Eligible Beneficiaries Establish steps for processing eligiblebeneficiaries in the MTF Invoice & Receipt, Letter (s), DD139 (Pay Authorization Adjustment) when applicable Document all conversations in CHCS by using the Message format Our collections have increased by our ability to accept payments over the phone

8. Non-Eligible Beneficiaries Non-funded MSA Accounts MTFs needs to be pro-active in collecting these debts MSA office is notified of visit, contact with patient needs to be established (when possible). They need to know we will pursue this debt Using message format in CHCS, document all conversations and any other information needed MSA>CFM>CLK>Account # Edit Form Inpatient Msg. Notify OIB Patient Receipt Status HELP EXIT

9. Message Format Dt/Time: 14 Jan 2010@0648 CASHIER ACTION SCREEN Patient: SANTA, CLAUS FMP/SSN: 20/999-99-9999 Act No.: A19504583 DMIS: 0126 Status: O Pat Cat: DOD EMPL OCC HEALTH Status Dt: 28 Oct 2009 Sales Cd: NC Ins: No valid policy exists Pay Mode: Remarks: B 10/28, L11/30 , Insurance to be billed ,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, Message Date: 28 Oct 2009 Notify Date: 14 Jan 2010 Last Edited by: ELV Title: Patient Message Text: 10/28 Patient seen in ER 7/30/09 (TDY from San Diego), called patient to request insurance information. Patient has not responded. Bill sent. If patient calls, we can bill insurance. This is not job related regardless if he was TDY. Letter due 11/27/09. Elv 12/12 Called, has Kaiser policy, Will bill insurance Elv 1/13/10 Has insurance been billed? Elv

10. Message Format Dt/Time: 14 Jan 2010@0657 CASHIER ACTION SCREEN Patient: BIG, GIRL FMP/SSN: 98/555-55-5555 Act No.: A195001 DMIS: 0126 Status: O Pat Cat: CIVILIAN EMERGENCY Status Dt: 09 Jul 2009 Sales Cd: FOR Ins: No valid policy exists Pay Mode: Remarks: Civ ER B7/10 B VA 8/4 B 10/15 L 11/15 Write Off report ( Oct-Dec 2009) ,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, Message Date: 09 Jul 2009 Notify Date: 14 Jan 2010 Last Edited by: ELV Title: Patient Message Text: 07/10/09 Bill sent, NR 08/04/09 Per patient, he's 100% disabled VA. Billed VA. MI 9/29/09 VA in TX forwarded the claim to local VA, Rec’d 9/22/09 and still in in process, MI 10/15/09 VA Denied, Patient Billed, ELV 11/16/09 Demand Letter mailed. NR 1/14/10 Put on write off report, no response from patient. ELV

11. Follow-Up Procedures • Using the Message format in CHCS will benefit YOU! • Patient will call • Will tell you DFAS told them we can reverse the debt • DFAS will call • You may have a Congressional Inquiry • By having all the documentation in CHCS, you will be able to recall what exactly happened with account

12. Adding a Message MSA>CFM>CLK>REG# >Msg Add Edit/Review Title HELP EXIT Enter date for NEW message: 14 Jan 2010// TITLE: Claim Status NOTIFY DATE: You put the date that you want it to be on the Notify Roster Message Text: This is where you will put your information regarding the account. This will enable anyone who has CHCS MSA access to answer any question that might arise.

13. Editing a Message MSA>CFM>CLK>REG# >Msg Add Edit/Review Title HELP EXIT *17 Dec 2009 Claim status TITLE: Claim status// NOTIFY DATE: You can add a day now, or review the claim to determine if it needs another notify date. Message Text: 12/17/09 Billed insurance for additional RAD charges. Patient to be billed for co-pay when pmt rec’d. ELV

14. MSA Outpatient Notify Roster Once a message is established , it will print on Notify Roster on the date you have selected Notify Roster CHCS>MSA>OIB>ONR> Select DMIS ID> Print Depending on the MTF, reports should be ran daily, weekly, or monthly This will enable the MSA office be more efficient in their collections

15. Summary Has due process been provided? Are our follow-ups done in a timely manner and are they correct? Have the reports been run and “worked” this month? Do we have the documentation?

16. QUESTIONS