Correct an Insurance Payment Posted to Wrong Patient

Oops! You posted an insurance payment on the wrong patient! No worries, we've got you!

1. Open the patient charts for both affected patients.

George, our example patient, had a $150 insurance payment posted on his account. However, this payment was intended for his sister, Julia. The payment has already been marked deposited in George's insurance ledger.

2. In the chart for the patient who had the payment posted in error, go to Action > Change Expected Insurance.
3. Select the radio button for I want to Increase the Expected Insurance and enter the amount of the payment posted.
4. Enter your note explaining what happened. Click Change Expected Insurance.

5. You will notice that this creates a "credit" in the patient's Due Now; that's okay!
6. While still in the chart for the patient who had the payment posted in error, open the transaction window ( Command T or Action > New Transaction.)
7. Select [+] account adjustment from the dropdown. Select [+] Data Entry Correction and click Use Selected Adjustment Type.

8. Enter the amount of the payment posted and enter the same note you entered for the change of expected insurance. Click Process Charges and Payments.

9. Before closing the first patient's chart, follow the steps below:

   1. Make sure to edit the Remaining Benefit amount in his insurance tab

      

   2. Review the Claims tab in the patient's chart. Right-click on the claim, and select Edit Claim. In the box labeled Internal Notes for this Claim, add an internal note that the claim was paid. Close the edit window. Right-click on the claim again, and select to Close Claim.

      
      
   3. Make sure to paste an Insurance Ledger Note to the ledger where the payment SHOULD have posted. Due to accounting for the payment using a (-) adjustment, the insurance ledger will not reflect the adjustment.  The Expected Insurance will reflect accurately, however.

10. Now for Julia, the patient who did receive the insurance payment. In her chart, go to Action > Change Expected Insurance.
11. Select the radio button for I want to Decrease the Expected Insurance and enter the amount of the payment that should have been posted in her insurance ledger.
12. Enter your note explaining what happened. Click Change Expected Insurance.
13. You will notice that this creates a balance in the patient's Due Now; that's okay!
14. While still in the chart for the patient who actually received the insurance payment, open the transaction window ( Command T or Action > New Transaction.)
15. Select [-] account adjustment from the dropdown. Select [-] Data Entry Correction and click Use Selected Adjustment Type.

16. Enter the amount of the payment that should have been posted and enter the same note you entered for the change of expected insurance. Click Process Charges and Payments.

17. Before closing this patient's chart, follow the steps below:

    1. Make sure to edit the Remaining Benefit amount in her insurance tab

       

       
       

    2. Review the Claims tab in the patient's chart. Right-click on the claim, and select Edit Claim. In the box labeled Internal Notes for this Claim, add an internal note that the claim was paid. Close the edit window. Right-click on the claim again, and select to Close Claim.

       
       

    3. Make sure to paste an Insurance Ledger Note to the ledger where the payment SHOULD have posted. Due to accounting for the payment using a (-) adjustment, the insurance ledger will not reflect the adjustment.  The Expected Insurance will reflect accurately, however.