What to do when online batches are partially paid

When you receive online payment reports and a batch is highlighted in orange, it means the amount paid by the fund differs from the amount claimed. Review the Processing Report to understand the reason for the discrepancy, then choose how to proceed.

Before you start

To print reports, navigate to Accounts > Batch Billing, then select Receive Online Payments  . In the Receive Online Payments window, tick Print Processing Report and/or Print Remittance Advice in the bottom left corner, then click Print Selected Batch   or Print ALL Batches  .

Option 1: Accept the discrepancy and finalise automatically

If the difference between the paid and claimed amounts is acceptable, you can finalise the batch automatically. HealthTrack will adjust any items not paid in full so that no balance remains outstanding.

1. In the Receive Online Payments window, select the Finalise   button for the partially paid batch.
2. The Automatically Finalise Claim window opens, showing all batches covered by the payment.
3. Confirm the Totals at the bottom of the screen match the Total Payment shown in Payment Run Details at the top.
   • Rows highlighted in orange indicate a difference between the paid and claimed amounts.
4. Select the Automatically Finalise Claim   button.
5. Select OK   at the confirmation prompt.

Option 2: Manually receipt the partial payment

Use this process when you need to pursue the outstanding balance - for example, to resubmit an item or hold a balance against the patient. Manually receipting gives you control over how each item is handled.

1. In the Receive Online Payments window, select the Finalise   button for the batch.
2. In the Automatically Finalise Claim window, select the Manually Finalise Claim   button at the bottom of the screen to open the Advanced Finalise Batch Billing window.
3. Confirm the correct HealthFund, Location, and MO are selected. To change the health fund, click the ...   button and search for the company.
4. Select the Receive New Payment   button to enter the payment details.
5. In the Receive Payment window, confirm the Date of Payment and Location as needed.

• Date of Payment should match the date shown on the Remittance Advice Report.
• Location defaults to where you are currently logged in, which may differ from where services were provided.

6. Select the payment method and enter the amount received:

• Cheque - enter the cheque total. Optionally record the cheque number. Click Save.
• EFTPOS - enter the EFTPOS amount. Click Save.
• Direct Deposit - enter the deposited amount. Click Save.

7. Optionally enter a Payment Memo for any notes about the payment.
8. Select Receive Payment. You will return to the Advanced Finalise Batch Billing window, with the payment now visible in the top half.

Allocate the payment to items

In the bottom half of the Advanced Finalise Batch Billing window, expand the batch to see individual items.

1. Double-click the batch row - or click the +   on the left side of the batch row - to expand it and see all items.
2. For each item paid in full, click the +   on the right side of the item row to allocate the full claimed amount.
3. For each item paid at a different amount, double-click the item row - or click the ...   on the right side - to open the Input Value window. Enter the actual amount paid for that item. For items with a difference between paid and claimed amounts, enter a reason and select the appropriate option:

• For items that have been overpaid, specify a reason for the over-payment (e.g. the fee schedule has changed).
• For items that have been underpaid by Medicare or DVA, you can choose to adjust the balance so that nothing remains outstanding, or leave the outstanding balance for further actions. Enter a reason for the underpayment (e.g. Multiple Service Rules).
• For items that have been underpaid by a health fund, you can choose to adjust the balance so that nothing remains outstanding, or leave the outstanding balance for further actions, or move the outstanding balance to the patient for payment. Enter a reason for the underpayment (e.g. Out of Pocket/Gap Payment).

4. Select OK   after entering each adjustment. Repeat for all items in the batch.
5. Select Save Allocations & Reload to save progress.
6. If an underpaid item will be resubmitted, un-tick the checkbox on the left of that item row. Choose Release for Rebatching, then select OK. The item can then be included in a new batch.
7. Select Save Allocations & Close.

Handle outstanding balances

For any items with a retained outstanding balance or items released for rebatching, further action may be required in the patient's Transaction Listing window (Accounts > Transaction Listing).

• Credit / Adj / Bad Debt - applies an adjustment that removes the outstanding balance from the invoice.
• Reverse Invoice - removes the invoice entirely.