Tip/Tricks when no showing patients

• When posting an alert remember to check unlimited.
• Be careful of no-showed Test Reviews -  check if test was completed – if not the Test Review should have been cancelled.
• Be careful of no-showed C/S appointments – check if surgery was done. If it is a true no-show send triage to Surgery Schedulers for them to reach out to the patient and reschedule appointment.
• Make sure you read appointment notes – sometimes it will show that the patient called to cx but the appointment was never cancelled.

• Be careful of Practice Reschedules – There are times when patients are not aware that we rescheduled their appointment.
• If a patient has no-showed twice with the same provider put an Appointment Alert (at the top of the Appt Hx screen)

in the chart stating “PER OFFICE POLICY REGARDING NO–SHOWS, PATIENT MUST MAKE THE NEXT APPOINTMENT THAT IS SCHEDULED.” Remember to check the unlimited box.

• If a patient has another no-show after an alert has already been posted – reach out to provider (not team) in a triage that say. THIS PATIENT HAS NO-SHOWED XXX TIMES SINCE XX/XX/XXXX. WOULD YOU LIKE TO CONTINUE ALLOWING TO RESCHEDULE OR SHOULD WE PROCEED WITH DISCHARGE? If the provider response to discharge then appended that triage so say please discharge per above. Send this triage to Kelli Maiolo. If the provider responds they are going to allow patient to reschedule please update your ALERT with this new information.

• *** IF YOU REMOVE THE NO SHOW CHARGE YOU MUST GO BACK AND CANCELLED THAT APPOINTMENT…..
• Make sure you check to see if the patient has multiple no-shows with multiple providers. If so then triage goes to each provider with the multiple no-shows.
• New Patients – allowed the first No Show no charge.
• If patient has a financial policy/consent form signed prior to 7/2015 we cannot charge. A new form would need to be signed at next appointment. Can notify front desk of this.

• To check this, you will need to go into the patient’s chart, then to the HIPAA area at the top you will see Consents- go into this area

Find Financial policy and check the date that it was signed

• EEFU or EETR appointments need a no show letter if appointment has not been RS.

• For a No-Show of an EE follow up we need to click on the chart. Then click the + sign for Documents.

 Click No Show Appointments then click create from master. 

Click on date of appointment and list whom the appointment was with. 

• If a minor, make sure to put TO THE PARENTS OF above the address. Then click the + sign next to Triage, select Team CSS, Subject letter click link box at bottom high light NO SHOW APPOINTMENT this will upload the letter. In comment to CSS ask for them to print and mail letter.
• If we had to practice reschedule a patient’s appointment for some reason and did not reach or speak with the patient. DO NOT CHARGE for No Show.

Process: Charging for no showed appointments

Charging No-Shows

• Hipaa Hippo
  
• Consents/ check for signature on financial policy/consent for then Click arrow back (highlighted above in yellow)

• ESB

• Find Appt. Click on that line
  
• Click on CPT Selection 

• Choose No Show or start typing no show bottom window

• Bottom right check done then select NO
• Click post at bottom/then 1) CHARGES/YES to continue

• Insurance NO

• Check mark until message appears asking are you sure charges entered correctly/YES

• Personal charges this session should be 50.00 then arrow back twice

• Status on upper right hand side should say NoShowCL
• Check mark

WE CAN NOW CHARGE FOR W/C AND N/F INSURANCE

Cannot charge the following insurance providers

• Medicaid
• Univera Medicaid CHP/FHP
• Medicaid Gold Choice
• BCBS Medicaid CHP/FHP
• IHA Medisource
• Fidelis/Exchange/Medicare Advantage
• Your care/Molina
• Us family Health plan is Martins (Medicaid)

Cannot charge if Medicaid is the Secondary insurance 

2ND Opinion No shows put an alert in chart patient cannot be rescheduled.