Tuesday, November 17, 2015

Reviewing Patient Contact from the Office Journal

Updated 7/18/2019

When you want to review the contacts you've had with a patient, you can see this information from the Office Journal display window. However, this information will only be as accurate as the records you keep in your office. As a general rule, you should document every phone conversation you have in the Office Journal, even if you are just leaving a voicemail message.

This information is especially useful when handling billing disputes. For example, if a patient claims they were never notified they had an overdue balance before their account was sent to collections, you can review their Office Journal to identify the contacts you've had with them regarding their balance.

To view contacts for a patient or family in the Office Journal:

  1. From any Dentrix module, click the Office Journal button.

    The Office Journal launches with the current patient displayed.

  2. To switch to a different patient, click the Select Patient button and choose a patient. Information is displayed in the following ways:
    • Journal List: The Journal List displays a comprehensive list of contact made between your office and your patients. The list can be viewed by patient, family, or for a specific provider or staff member.
    • Show Info Panel: When the Show Info panel is turned on, you can see more detail on a selected journal entry.
    • Sort Order: Entries are sorted chronologically. When the Office Journal is opened, any entry with today's date is highlighted. Entries with a date before today are shown below today's entry.
  3. A plus (+) next to a date means there is more than one contact for that date. Click the Expand button (+) next to a date to list all the contacts for that date.
    Note: You can also expand the list by double-clicking the date.
  4. If it is not already open, click the Show Info button to activate the Show Info panel.
  5. Select an individual contact entry to view the details of the contact in the Show Info panel.

You can limit the kinds of contacts shown in the Office Journal (calls, billing statements, letters, etc.) by clicking View > Filters. Simply select the Journal Entry Types you'd like to include, and click OK.

For information on using the Office Journal to document patient contact, see the Adding Office Journal Entries Manually topic in Dentrix Help.

Tuesday, November 10, 2015

How to Send Insurance Claims Electronically

Updated 7/18/2019

Sending claims electronically speeds up the process of getting the claim to the insurance company so that your office can get paid faster. When you use eClaims to send claims electronically, you can create the claims in Dentrix and send them electronically straight from Dentrix.

To send claims electronically:
  1. From the Batch Processor in the Office Manager, select the claims and attachments you want to send electronically. Click the Electronic Claims Submission button.

  2. Click the Selected Dental Claim Forms option and click OK to open the Validation Report dialog box.

  3. Dentrix eClaims performs checks on all the claims you are sending to help eliminate denials and rejections. After reviewing a claim, Dentrix eClaims assigns one of three statuses:
    • Validated: Dentrix eClaims has checked these claims and found no missing information. They are ready for submission. Note: Dentrix checks to make sure that all fields have been filled in, but cannot verify that the information is accurate. Inaccurate information can cause a validated claim to be rejected by the insurance carrier.
    • Warning: Dentrix eClaims has found a problem that could cause payment to be delayed. The report will list the specific problem that should be corrected (such as a missing Payor ID or missing attachments).
    • Rejected: Dentrix eClaims has found a problem with a claim that would cause the insurance company to reject the claim. The report will list the specific problems to be corrected (such as a missing subscriber number).
  4. If your claim is missing information that can be fixed without re-creating the claim, like subscriber address or subscriber ID number, the claim will have an Edit option available. Click the blue Edit link within the claim on the Validation Report to make changes to that claim.

  5. Click the tab for the information that needs to be fixed. (For example, if the subscriber ID is missing, you would click the Claim Subscriber tab and then enter the number in the appropriate field.) Click OK to exit the Edit Missing Claim Information dialog box. Your changes will be saved and the Validation Report will be regenerated.
  6. Once you have corrected errors and are ready to submit, click the Send Selected Claims button. After the claims have been submitted, Dentrix eClaims sends a copy of the Validation Report and a Transmission Report to the Batch Processor in the Office Manager.
  7. Review and fix any errors listed on the Transmission Report. Resubmit corrected claims.
    Note: You will need to wait 24 hours before resubmitted rejected claims.
  8. The delete the Sent claims and the Validation Report from the Batch Processor.

Some insurance carriers allow the submission of electronic claims in "real time." If a claim is submitted in real time, a response from the carrier will be returned immediately, updating the claim status in the Ledger to indicate that the claim has been accepted or rejected.

Not using eClaims? Get more information by reading Dentrix eClaims FAQ, or the 10 Reasons eClaims Mean Effective Insurance Management articles in Dentrix Magazine.

Tuesday, November 3, 2015

Dunning Messages

Updated 7/18/2019

Dunning messages are automatic payment reminders that print on a billing statement based on an account's aged balance. Dentrix includes the following four types of dunning messages:
  • Standard dunning messages - Prints for non-insured accounts.
  • Insurance dunning messages - Prints for accounts with insurance.
    Note: An account is considered insured if the head of household has insurance.
  • Last payment dunning messages - Prints for accounts that have not made a payment in the indicated amount of time.
    Note: The last payment dunning message overrides the standard and insurance dunning messages.
  • Payment agreement dunning messages - Prints for payment agreement accounts that have missed the indicated number of payments.
    Note: The payment agreement dunning message overrides the standard, insurance, and last payment dunning messages.

While the text of dunning messages is customizable, there is default text already assigned to Standard and Insurance dunning messages for some age ranges.
If the default dunning messages do not meet your needs, you can add to or edit them. However, there is a 70 character length limit for all dunning messages.
To add to or edit dunning messages:
  1. In the Office Manager, select Maintenance > Practice Setup > Dunning Messages.

  2. Do one of the following:
    • Under Standard Dunning Messages, Insurance Dunning Messages, or Last Payment Dunning Messages, select the aging bracket for which you want to add, edit or delete a dunning message. The current dunning message for that aging bracket will appears in the text box at the bottom of the dialog box.
    • Under Payment Agreement Dunning Messages, for the Missed Monthly Pmts, Missed Semi-monthly Pmts, Missed Bi-weekly Pmts, or Missed Weekly Pmts group boxes, select the number of missed payments for which you want to add, edit, or delete a dunning message. The current dunning message for the selected option appears in the text box at the bottom of the dialog box.
  3. Type, edit, or delete the dunning message for the selected option.
    Note: You can create a message of up to 70 characters. Click the spell check button to check the spelling of your message.
  4. Repeat steps 2 and 3 for any dunning message you want to use.
  5. Click OK to save your changes.

Once you have added, edited, or deleted dunning messages, they will appear on the next batch of account billing statements you print or send electronically as applicable and based on the hierarchy explained above.

See the Dunning Messages topic in Dentrix Help for a list of the default wording for Standard Dunning Messages and Insurance Dunning Messages in the 30-60, 60-90, and Over 90 aging categories.