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Electronic Patient Statements

In this guide you will learn how to configure the GoRev E-Statements module and implement daily processes to ensure digital statements are flowing to your patients.

E-Statement Configuration

All configuration settings for the E-statements (and statements in general) are located in the Admin –> Configuration –> Statements –> Statement Settings menu as shown below.

From here you will see the main settings window with 6 tabs; Statement Designs, Email Statements, SMS Statements, Paper Statements, Statement Options, and Formatting Options. Click into each Tab and review the below details to configure each area's settings.

Settings - Statement Designs

This tab allows you to specify which design templates are to be used for both emails and the generation of PDF downloadable statements. The GoRev team will configure new templates for you as needed. To request a new template, please submit a copy of an existing patient statement with notations as to what you would like tweaked in a Ticket within GoRev by clicking new ticket at the top right of the GoRev screen. By default the following templates are implemented on all GoRev servers:

Standard GoRev Templates

Standard template for email communication:

Standard template for emailed mobile view of statement:

Standard template for downloadable PDF:

example_downloadable_statement.pdf

Standard template for text Message

These designs can be specified in the GoRev UI's Statement Designs tab. You can also specify different templates by Carrier. The last two settings on this page are very important.

Statement Generator Type can be set to either a MRN or Visit generator. If set to MRN, a patient will receive one statement per cycle regardless of the number of visits the patient has had. This MRN style setup will combine all visits onto a single statement but still provide the patient with detail regarding each visit in the body of the statement itself. This is the most cost effective setup. Or you can set this as a Visit generator in which case the system will generate and track statements at a visit level. For example, if a patient has had 5 visits each visit will receive its own set of emails, texts, paper statements.

Default Delivery Method dictates what the default first route will be and can be set to either SendEmail, SendSMS, or Send Paper. Please note, if you specify Send Paper as the default route you will have to manually enable digital methods patient by patient.

Settings - Email Statements

In this window you can configure the following items:

Email Statement Settings

Allow Email Statements in this are you can turn on or off Email by checking the box next to Allow Email Statements. Please note if you uncheck this the entire email system will be disabled which will force any remaining communications to go out the next route in line (SMS if you have it enabled or paper if you also have sms disabled).

Attach PDF Version to Statement Emails will trigger the system to render a PDF and attach the actual PDF to the sent emails themselves. Some patients may prefer this as they may plan to mail a paper check. In our experience, turning this on will reduce the number of patients who end up registering fully for your patient portal.

Fail to Next (Days) setting this value will turn on the auto fail over system in GoRev. This system is capable of monitoring patient's interaction with statements and automatically triggering the next route in line. For example, if you set this to 1 day a patient will have up to 24 hours to click on the emailed statement before the system will “fail” to the next enabled route (aka sms text or paper).

Twilio Settings This section is populated and maintained by GoRev support staff. Changing these settings on your own will break the GoRev E-Statements module.

Portal Settings

Payment URL By default the GoRev E-statements module supports integration with our preferred payment processing vendor Salucro. If integrated with Salucro all payments processed via this system will automatically post to your GoRev account for you. If you utilize a different processor you can specify the URL in this field. It should be the direct URL to the specific online payment URL related to this GoRev unit as it will be displayed in the portal, on patient statements, and will drive “pay now” button functionality.

Settings - SMS Statements

This window will allow you to configure text message specific settings.

Allow SMS Statemetns in this are you can turn on or off text messaging by checking the box next to Allow SMS Statements. Please note if you uncheck this the entire text messaging system will be disabled which will force any remaining communications to go out the next route in line which would be paper if email is not enabled.

Fail to Next (Days) setting this value will turn on the auto fail over system in GoRev. This system is capable of monitoring patient's interaction with text messages and automatically triggering the next route in line. For example, if you set this to 1 day a patient will have up to 24 hours to click on the texted link before the system will “fail” to the next enabled route (Email or Paper).

Message Template This area will let you customize the actual text patient's are receiving. Please note, once you type anything into this field it will override the standard GoRev text message so be sure to input a complete message here. You can utilize any system field to have the system dynamically populate your message (see print forms section for a listing of all dynamic fields available).

Settings - Paper Statements

This section will allow you to enable or disable specific sections of the XML file generated by the paper statement batching process. Keep in mind, you will still need to work with your paper statement processor to get them to map the field onto the printed paper template itself.

Export Visit/Followup/Financial Status These fields are set within GoRev and custom by each GoRev server. Enabling these fields will simply add them to the XML file generated. Export Pt. Resp Breakdown enabling this field will insert patient charges, patient payments, patient adjustments, and patient balance fields into the statement's XML file

Export Pay To Info enabling this triggers the system to use the Payto tab in the Configuration–> Locations section of GoRev vs the default billing tab's information. Can be used to direct patient to send statements to a lockbox versus your physical address

Export ExtVisitID very useful for systems where data is being imported into GoRev from an external source. Enabling this will trigger the system to override the internal GoRev MRN with this external system's identifier.

Export Guarantor enabling this adds a guarantor block to the statement XML file. It is enabled by default as it is essential when billing patients under 18 years of age.

Settings - Statement Options

This section applies to all statement routes (if you are using auto fail over it applies to the current route or the combination of all routes combined)

Statement Timing This series of settings lets you specify how frequent a statement cycle should be performed. Most locations have this set with the tradition every 30 days (all set to 30) but we suggest implementing a more frequent timing at least for the first 1 to 3 cycles. The sooner and more actively you can get in front of a patient the more likely you are to get paid. Keep in mind, this applies to all routes so as an example, if you have auto fail over set to 5 days for both Email and SMS and you have First Statement timing set to 30 days the patient could receive communications as follows: Email on day 1 SMS text on day 6 Drop to Paper on day 11 Hold until first cycle of 30 days Email on Day 30 SMS Text on Day 35 Drop to paper on Day 40

Conditions and Filters These settings apply to routes individually

Max Statements per Visit a setting of 5 here indicates a maximum of 5 attempts per route will be generated. Any visit that goes over this number will be automatically stripped from any future statement batches. Minimum Statement Balance leaving blank indicates all statements (even $0.00 ones) are approved to generate. We see this set to at least $10 by the majority of GoRev users. Approved Balance Leniency By default GoRev requires manual review of each visit and an approval button be clicked to queue up a visit for statement generation. This setting lets you bypass this action based upon the threshold you state. Setting this at $200 means a patient's balance could change by up to $200 before the system will require a re-approval. Allow Partial Statements Checking this box on will allow visits with negative balances to be merged into an MRN based statement thus offsetting the positive balance visits.

General Settings

Auto Statement Note Enabling this will trigger the GoRev statement batching system to leave a note on the patient account each time a statement via any route is generated.

Settings - Formatting Options

Settings in this area apply to all routes.

Dunning Messages These are the messages that change with each statement cycle. Typically GoRev users set these in a way that the tone of the message gets more potent as cycles progress. Account Number Formatting Checking either of these boxes will trigger the system to attempt to pull an external mrn or visit ID. Useful in situations where you are interfacing patient data into GoRev and want to maintain the original system's identifiers Details Settings in this section will impact what is on each statement template in the relevant sections. For example, change payment website address and it will update the link on the rendered PDF statement and the field in the XML statement file for paper processing.

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