vcu health system cash collection procedures

CASH COLLECTIONS CASH COLLECTIONS MANUALMANUAL

ADMINISTERED BY MCV Physicians Finance Department

Revised March 2007

This cash collection manual can be found online at:www.vcuhealth.org/?id=239&sid=1

Revised C.S. Ransom 06/11/2004 of 46

CASH COLLECTIONS MANUAL Table of Contents

Introduction Page Number Purpose and Responsibilities 3 Prerequisites 4 Summary of Procedures 5-7

Receiving Procedures Collection of Cash, Check or Money Order 8 Collection of Credit Card 8 Dassault Talento Credit Card / Check Machine 9-10

o Credit Card Sales o Check Verification o Credit Card Returns – Same Dayo Reprinting a receipto Term Report & Close Reporto Troubleshooting

Returned Merchandise 11-12Preparing Patient Receipts 13-15Preparing the Deposit

Balancing the Deposit 16 Completing the Daily Deposit Reconciliation 17-19 Preparing the Deposit-All Locations 20-21 Reporting an Overage/Shortage 22 Verifying Deposits 23

Management Activities Role of the Reviewer 24-25 Establishing a Payment Receiving Location 26 Changing the Payment Receiving Employee 26 Ordering Supplies 27 Establishing a Patient Change Fund 28

Appendix A – Contact-Listing 29-30Appendix B – Forms Needed by the Departments 31

Refund Request / Return Receipt 32 Overage / Shortage 33 Cash Collection Site Changes / New Set up 34 Miscellaneous Order Form 35 Cash Collection Site Closure 36 Notes 37


Purpose and Responsibilities

MCV Physicians developed the policies and procedures contained herein. The clinical departments and business office personnel must follow these guidelines for all cash receiving activities related to patient billings processed by MCV Physicians.

It is the responsibility of the clinical department chairman or their assignee to enforce the cash receiving policies and procedures within their department. The clinical department and MCV Physicians share the responsibility of monitoring compliance with these procedures.

The MCV Physicians Business Office reserves the right to examine appointment books, schedules, receipt books, and other billing information upon request.

Any questions concerning policies and procedures should be directed to the MCV Physicians Finance Department.

Problems that involve missing funds or any other unexplained discrepancies should be immediately reported to the MCV Physicians Internal Audit Department.


Prerequisites

The following items are required for all cash collection sites:

Lockable cash drawer secured to desk and not visible.

Lockable desk or file cabinet for records.

Sign instructing patient to request a receipt for payment.

A VCU Health System Receipt book with numerically sequenced receipt. Only receipt books issued by the MCV Physicians Finance Department are to be used. THESE BOOKS ARE NOT TRANSFERABLE BETWEEN DEPARTMENTS.

“MCV Physicians For Deposit Only Loc #XXX” stamp. This stamp is used to restrictively endorse checks and to identify the location receiving the check.

All cash drawers, signs, patient receipt books, deposit stamps and credit card imprinters must be ordered by the MCV Physicians Finance Department. Any costs for the supplies will be charge to the clinical departments.

Supplies of credit card sales slips and credit card machine tape can be obtained from Ribbons & Rolls directly; the contact information is in Appendix A. Please check your machine or “Welcome” book for that information. Any costs for the supplies will be charged the clinical department’s merchant account.

Any employee, who will be receiving payments from patients, must attend the “Cash Collections Class” offered by the MCV Physicians Training Department.

All contact numbers can be found in Appendix A in the back of this manual.


Summary of Procedures

Any new payment receiving locations must be established through the MCV Physicians Finance Department. (This form is located in Appendix B in the back of this manual)

The clinical department must document signatures of employees and alternates authorized to receive payments. The clinical department must notify the MCV Physicians Finance Department in writing of any changes to the authorized payment receiving personnel. (This form is located in Appendix B in the back of this manual)

All employees handling patient payments must be bonded. This requirement should be stated in the job description. If an entry on the employee’s job application connects them with any criminal offense, then the MCV Physicians Internal Audit Department must be contacted before the applicant is hired. This allows the MCV Physicians Business Office to verify if the employee is eligible for bonding.

Separation of duties should be maintained between employees scheduling patients, employees receiving payments and employees preparing charge documents.

Primary cash receiving duties should be rotated to other employees for at least two weeks per year. Arrangements for cross-training and periodic substitution should be made as a check on the primary cash-receiving employee.

The Department Administrator or assignee should perform supervisory review of employees receiving payments and periodic review of patient payment records.

Location of payment receiving function should be away from heavy traffic areas while maintaining patient convenience.

Access to cash drawers and their contents should be restricted to the primary payment receiving employee and the person with primary administrative responsibility for the clinical department. An alternate payment-receiving


employee should be permitted access only in the time period allotted to that employee.

The cash drawer must remain locked whenever it is left unattended. The employee primarily responsible for receiving payments should maintain custody of the cash drawer key. The alternate employee should obtain the key from the primary employee and have custody of it only for the period that the alternate is substituting. Proper control must be maintained over any keys to prevent loss and unauthorized use of the keys.

No checks are to be cashed and no advances or loans are to be made from the clinical department’s cash. Patient payments received may not be used to make purchases.

Only pre-numbered VCU Health System Receipts may be used. Receipts must be used in sequential order. A receipt must be completed for every patient payment that is accepted. Verify with the patient if the payment is intended for a specific service. The white and yellow copy of the receipt is submitted with the Daily Deposit Reconciliation and the pink copy is given to the individual making the payment. The clinical department will need to make a copy to keep in the department. The goldenrod copy must remain in the receipt book.

MCV campus locations and offsite locations should submit used receipt books to the MCV Physicians representative located at the 1605 business office. Stony point locations should submit used receipt books to administration of the building.

Payments must be secured in the cash drawer until deposited. Checks must be restrictively endorsed using the “MCV Physicians For Deposit Only LOC XXX” stamp. This stamp should have the deposit location number on it also.

All payments and corresponding receipts must be balanced daily. The “MCV Physicians Daily Deposit Reconciliation” must be completed to summarize all payment information included in the deposit.

ALL PAYMENTS RECEIVED MUST BE DEPOSITED ON A DAILY BASIS.


ALL PAPERWORK MUST BE SUBMITTED TO FINANCE ON A DAILY BASIS.

All overages/shortages, regardless of the dollar amount, must be reported on the Daily Deposit Reconciliation and a “Report of Overage/Shortage must be completed and attached. Employees will report any overage/shortage more than $10.00 to the MCV Physicians Internal Audit Department. The Internal Audit Department will contact the department administrator to resolve the discrepancy.

All outages will be reconciled by an adjustment of the departmental reserve funds. The MCV Physicians Internal Audit Department will forward the “Report of Overage/Shortage”, for any outages greater than or equal to $5.00, to the clinical department administrator for authorization to adjust the reserve funds.

The employee handling the scheduling function must note walk-in patients, cancellations and no-shows. Patient schedules and physicians appointment books must be maintained for a minimum of three years. This is for audit purposes.


Collection of Cash

Count the cash received from the patient. Provide change, if necessary, from the cash drawer. Make

sure to make the correct change for the patient. Provide the patient with a written VCU Health System

receipt. We do accept Traveler’s Checks they are handled as cash.

Clerks must ID patient and watch them sign the Traveler’s Check.

Collection of Check or Money Order MCV Physicians accepts personal, certified, cashiers or

traveler’s checks. Checks and money orders should be made payable to MCV

Physicians. Review the check or money order for completeness and

signature. Verify that numerical and written dollar amounts agree on the

check. All checks over $ 50.00 should be verified through the

electronic credit card terminal. Use the deposit stamp to endorse the check or money order

“For Deposit Only MCV Physicians Loc XXX”. This stamp is necessary to safeguard the check/money order and to identify the payment receiving location.

Change should not be provided for checks or money orders. Provide the patient with a written VCU Health System Receipt.


Collection of Credit Card

MCV Physicians only accepts credit card payments by VISA and MasterCard. Do not process as Debit or offer cash back to patients.

Complete a credit card sale. All credit cards should be processed through the electronic credit card terminal.

Verify that the signed copy of the credit card slip is legible. Any charge card payment that cannot be collected will be charged back to the physicians.

Compare the payee signature to the credit card signature. In case of denial, ask the patient for payment by cash or

check/money order and follow the appropriate procedures. Provide the patient with a written VCU Health System Receipt.

Instructions for the Dassault TalentoCredit Card / Check Verification Terminal

Credit Card Sales Push the SALE button; slide the credit card through the card

reader located in the middle of the terminal. The magnetic swipe should be facing you.

When prompted on the screen of the terminal, enter the last 4 digits of the credit card number and push the green ENTER button.

When prompted on the screen, enter the Invoice number – you will actually enter the MEDICAL RECORD NUMBER.

When prompted on the screen, enter the amount of the sale. The terminal will process the payment and print a receipt.

Tear off the receipt and push the ENTER button to print a duplicate receipt.

The customer needs to sign one copy. You will keep the signed copy and give the customer the other one.

To enter a credit card without swiping; Press the Sale button, follow prompts as listed above. This step will ask for the Zip code of the patient and the V-Code – the V-code is the last three digits on the back of the card in the signature block.


Check Verification Service Push the number 7 on the keypad. When prompted on the screen, enter the Checking Routing &

Account numbers. When prompted on the screen, enter the Invoice number –

you will actually enter the MEDICAL RECORD NUMBER. When prompted on the screen, enter the amount of the

check. The terminal screen will show an approval number or decline

number. If approval, write the 5 digit number on the check. If declined, give the customer a decline slip.

Credit Card Returns – SAME DAY ONLY FOR ANYTHING ORIGINALLY CHARGED ON A PRIOR DAY/DAYS – SEE PAGE 11

Press the gray arrow key found towards the top of the keypad on the terminal.

Another screen will appear which has RETURN & DEBIT RETURN on it.

Press the up arrow under RETURN Swipe the credit card through the terminal Enter the last 4 digits of the credit card when prompted Enter the MEDICAL RECORD NUMBER when prompted for

invoice number. Enter the amount of the credit when prompted. The receipt will print; press ENTER to print the second receipt.Reprinting a receipt

Complete this before Batch close; otherwise the information is not able to be retrieved.

Press the blue REPRINT button on the left side of the keypad If prompted for a manager password, press Enter If prompted for a supervisor password, press Enter Select which receipt you want to reprint by pressing the up

arrow under the appropriate option. If you selected by REF#, enter the reference number of the

record to print and press ENTER. If you selected FIND, proceed to the next prompt.

The selected receipt prints.

AT THE END OF EVERY BUSINESS DAY PLEASE PERFORM THESE DUTIES:

Terminal Report Press the TERM RPT button


The Terminal will print out a terminal report, this is a detailed listing of all charges.

Sales slips should match the total on this report, if they do not please find out which slips you are missing and reprint them before completing the next step.

Batch Close Press the CLOSE button The screen will say BATCH CLOSE – Yes or No Press the up arrow under YES to proceed with closing the

batch. The terminal will batch out and print out a Batch Confirmation Report. This process actually submits the information to the bank, it is your credit card deposit.

Troubleshooting Call First National Merchant Solutions Customer Service

at 1-800-228-2443 for any help that is needed. You will need your Merchant ID Number when you call. This is found on the decal located on your terminal.

To replenish the receipt paper, feed the new roll over the blue bar found where the paper feeds into the terminal. The terminal will automatically pull the paper into the terminal.

The phone line will need to be plugged into the port that has LINE printed over it. If the terminal is sharing a line, you can plug the fax or other phone line from the other piece of equipment into the second port found next to the LINE port.

Receiving Returned Merchandise or Refunding Credit Card Payments

Whenever a patient needs to return merchandise or receive a refund for a credit card payment please follow these instructions:

Only MCV Physicians refund request/return receipt may be used for receiving returned merchandise. Please see instructions for filling this out on the following page.

If the merchandise was paid for by Credit Card

Attach a copy of the initial charge card slip that paid for the merchandise. If the credit card has expired the data entry team will contact the patient to get the new card number.


Fax the refund request/return receipt form with a copy of the credit card to Collections.

Once the information is received a credit to the patients credit card account can be completed the same day.

If the merchandise was paid for by Check Fax the refund request/return receipt form to collections. A refund check will be issued 30 days from the date that

the return slip keyed into the system by Collections.

If the merchandise was paid for by Cash Fax the refund request/return receipt form to collections. A refund will be keyed the same day as the form is

received in collections. A check will be mailed out of the Business office within

three days. If the patient prefers to be contacted when the check is

ready, they may come to the Business Office and pick it up with proper identification. (Valid drivers license)


Refund Request / Return Receipt

BAR BATCH # _________________ Description: _____________________________________

_______________________________ ______ / ______ / ______ ______ / ______ / ______Prepared by Date Prepared Bank Deposit Date

__________ $________________ ______ / ______ / ______ ______ / ______ / ______Pay Code Total Charge Amount Date Opened Date Closed

Data Entry Clerk __________________________________________

Date: ______1______ Department: _______________2___________

Cashier Site: _________3__________ Deposit Site No. ____4_______

Patient Name: _____________5_________________________

Patient SSN: _______________6________________________

Patient Address: _____________7_______________________

______________________________________Patient Credit Card Number: ______________8___________ Exp. Date: ___9_ / _______(Pease attach copy of original charge slip for merchandise purchased)

Invoice Number: ____10_______ Adjustment / Refund $ ____11____

12 Adjustment Pay Code 896 Refund Pay Code 87

Request Submitted by: ______13___________ Date: ____14_____

Refund Completed by: ____________________ Date: ____________

1. Date Return is taken2. Name of Department accepting return3. Cashier Site4. Deposit Location number of receiving location (this should correspond

with the number on the department’s deposit slips)5. Patient Name6. Patient SSN7. Patient Address - verify current address8. Credit card number originally charged (if applicable)9. Credit Card Expiration Date (if applicable)10. Invoice number originally charged under11. Adjustment or Refund amount requesting12. Type: select one box – either Adjustment or Pay Code13. Print name of employee filling out request

Revised C.S. Ransom 06/11/2004 Page 12 of 46

14. Date of request


Preparing Patient Receipts

Whenever a patient or responsible party makes a payment, a VCU Health System receipt must be completed. This applies to payments made by cash, check/money order or credit card. The following provides guidelines for preparing patient receipts.

Only VCU Health System receipts may be used for receiving payments. Instructions for completing the receipts are provided on the following pages.

The receipts must be used in numerical sequence.

Verify that all copies of the receipt are legible. Please use a ballpoint pen when preparing receipt and press firmly.

If a receipt must be voided, write, “VOID” in bold letters on all four copies of the receipt. ALL FOUR COPIES OF A VOIDED RECEIPT MUST REMAIN IN THE RECEIPT BOOK.

Distribute the receipt copies as follows:

White Copy & Yellow Copy – (Business Office) is stored with the payment (in the cash drawer) until ready to complete the VCU Health System Daily Deposit Reconciliation.

Pink Copy – (Patient Copy) is given to the person making the payment. It is important that the person paying receive their copy.

Goldenrod Copy – (Permanent Copy) is to remain in the receipt book as a permanent record. The MCV Physicians Business Office uses it for research and audit purposes.

Complete the VCU Health System Receipt as follows: (example on page 14)

1. Check the block which best indicates the type of payment: “Payment on Bill” is checked when the payment is for an

existing balance. “Payment at Time of Service” is checked when the

payment is received for a service provided on the same day.

2. Physician Name.


3. Patient Name. PLEASE PRINT CLEARLY. This will provide the MCV Physicians Business Office with the information necessary to apply the payment to the patient’s account.

4. Name of the person making the payment (if different from the patient). Please use the name of the individual paying; i.e., “Jane Smith”, not “mom”.

5. Name of the employee receiving the payment.

6. Date the payment is received.

7. Patient Date of Birth

8. Patient Account Number.

9. Medical Record Number

10. Check appropriate box to show that the payment is for MCV Physicians or MCV Hospital.

11. Physician Invoice Number or Hospital Account Number or Appointment/Visit Number. The visit number is printed on the encounter form, which is generated from the IDX Appointment Scheduling Application.

12. Date of Service that applies to the payment (i.e., 06/30/2004).

13. Two to four digits MCV Physicians Billing Area number to apply to the payment. If unknown, please check with the person in your department that posts the charges.

14. One to four digits MCV Physicians Billing Location number to apply to the payment. If unknown, please check with the person in your department that posts the charges.

15. Payment amount of the visit.

16. Record the check number.

17. Write the total amount of the payment next to the corresponding method of payment. Combine money order payments into the check field.


VCU Health System Receipt Example


1

17

2

3

5

4

6

7

11

8

1012

9

14 15

16

13

Balancing the Deposit

Remove the completed white and yellow VCU Health System patient receipts from the cash drawer. Prepare a calculator tape of the receipt amounts. Place the tape and the receipts aside.

Remove all cash, checks/money orders and credit card sales slips from the cash drawer.

Verify patient change fund and return to cash box, record on Daily Deposit Reconciliation.

Count the cash twice. Prepare a calculator tape of the total the cash, checks/money orders received for the day.

Compare the tape of the patient receipts to the tape of the cash checks & money order. The two tapes must equal. If the tapes do not equal, repeat the balancing procedure.

Prepare a calculator tape of the total credit card patient receipts. Prepare a calculator tape of the total credit card sales payments. The two tapes must equal. If the tapes do not equal, repeat the balancing process

If you cannot balance for cash, checks, money orders or credit cards make any adjustments for overage/shortage, if needed.


Completion of the Daily Deposit Reconciliation

Preparation of the Daily Deposit Reconciliation is required for submitting all payment information to the MCV Physicians Business Office. It is also used by the MCV Physicians Deposit Personnel to verify deposits. All payments received for one day should be combined on one Daily Deposit Reconciliation. DO NOT COMBINE MORE THAN ONE DAY ON THIS REPORT. PLEASE COMPLETE ONLY THE CLINICAL DEPARTMENT SECTION. An example of the Daily Deposit Reconciliation is provided on the following page (page 19).

A. Date Daily Deposit Reconciliation prepared.

B. Name of department receiving the payment.

C. Actual Location of the cash-receiving site.

D. Deposit Location Number of the receiving location. This number should correspond to the number on the department’s deposit slips. (i.e., Location 318)

E. Beginning number of the receipts included in the deposit. If a new receipt book is started, please check the box for new book. List ranges separately even if the books are in consecutive order.

F. Ending number of the receipts included in the deposit.

G. Beginning date of receipts.

H. Ending date of receipts.

I. List any voided receipts.

J.Explanation of Voids.

K. Total Physician patient receipts.

L. Total Hospital patient receipts.

M. Total of all Patient receipts (K & L)

N. Total of all currency receivedRevised C.S. Ransom 06/11/2004 Page 17 of 46

O. Total of all checks

P. Total of All money orders received.

(Completion of Daily Deposit Reconciliation cont’d.)

Q. Subtotal of all cash and checks/money orders received.

R. Total of all credit card sales slips received.

S. Total of all money that will be credited by bank (Q & R)

T. Compare the totals (M & T) and any difference indicates an overage or shortage of the deposit. Please indicate whether it is an overage or a shortage by checking the correct box.

U. Verify what you have left in your cash drawer as your patient change fund.

V. Complete only if an explanation is needed for the MCV Physicians Finance or Business Office. (i.e., reason for delayed paperwork, etc.).

W. Completed by the employee filling out the Daily Deposit Reconciliation. Please print all of this information.

X. Phone number and extension of the employee completing the Daily Deposit Reconciliation.


of 46

A B

C D

E F

G H

I J

K

N

L

O

P T

M

Q

S

R

U

V

W X

Preparing the Deposit- ALL LOCATIONS

Authorized cash collection personnel should prepare all deposit according to the following procedures:

Complete a bank deposit slip for all cash and checks/money order only. Make copies of checks/money orders that are being deposited. PLEASE DO NOT COPY CASH/CURRENCY. In areas specified, provide totals for cash and list checks/money orders individually. Include a total for all payments at the bottom of the ticket. (The yellow bank receipt should be attached to the yellow copy of the Daily Deposit Reconciliation). PLEASE VERIFY ALL ADDITION ON THE DEPOSIT SLIP TO ENSURE ACCURACY.

Attach copies of all credit card sale slips, terminal reports and batch close reports to the White copy of the Daily Deposit Reconciliation.

Place the white and pink copies of the bank deposit slip (two copies), with the cash and checks/money orders in the bank deposit envelope.

Take the deposit, in the cash bag, to a teller during normal bank hours. After normal bank hours, put deposits in a night depository envelope; prepare return address form, seal and place in the night depository at SunTrust Bank. DEPOSITS SHOULD BE MADE DAILY. DO NOT SUBMIT DEPOSITS TO THE MCV PHYSICIANS COURIER. We recommend that you make deposits with clerk.

▲ MCV Campus locations should bank with First Union, Located on the first floor of Nelson clinic

▲ Offsite locations should bank with SunTrust, closest location available

▲ Stony Point locations should make deposits into safe located in Medical Records lower level

Place the following items (associated with the daily deposit) in the pre-addressed blue envelope marked MCVP FINANCE DEPARTMENT

White copy of the Daily Deposit Reconciliation along with the white patient receipts, copies of all checks, a copy of the credit card terminal report, copies of all credit card

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sales slips and copy of batch close report attached behind the report, stapled once.

If you have physically taken the bank deposit to the bank, a validated bank receipt MUST also be enclosed.

Yellow copies of patient receipts should be paper clipped to the front of the Daily Deposit Reconciliation.

▲ MCV Campus locations take the blue envelope to Sanger Hall, Ground Floor, Room 015.

▲ Offsite locations should submit blue envelopes to the MCV Physicians Courier.

▲ Stony Point locations should submit blue envelopes to the out box in the department for pick up from mail clerk.

The envelope should be submitted on the same day the bank deposit is made and they should not be sent through campus mail. The MCV Physicians courier will transport the envelopes daily to the MCV Physicians Business Office to be processed.

The yellow copy of the Daily Deposit Reconciliation with copies of all supporting documentation should be kept in the clinic as department records. The departments should keep theses items for 3 years.

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Reporting an Overage/Shortage on a Daily Deposit Reconciliation

If the total payments received per the patient receipts does not equal the total amount deposited to the bank and the credit card sales slips, then the amount of the overage/shortage must be indicated on line T of the Daily Deposit Reconciliation.

Complete the ENTIRE clinical department section of the “Overage / Shortage” form (found in Appendix B) for any outages $5.00 or Greater than $5.00. Obtain proper authorization and attach to the corresponding Daily Deposit Reconciliation that is being sent to the MCV Physicians Business Office.

If the MCV Physicians Finance personnel find an overage/shortage within the deposit, they will immediately report the overage/shortage, regardless of the amount, to the MCV Physicians Internal Audit Department.

The MCV Physicians Internal Audit Department will investigate all overages/shortages. The Clinical Department Chairman and/or Administrator must sign the Overage / Shortage form as an approval process. In return the Internal Audit Department will report and findings back to the Clinical Department Chairman and/or Administrator. The form requests the clinical department to provide an explanation of the overage/shortage and to authorize the required adjustment to the department’s retainage fund to reconcile to the overage/shortage.

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Verifying Deposits – working to implement within Calendar year 2004

Department Administrators will receive monthly reports of Daily Deposit Reconciliation’s received during the month. This report will show all errors that have occurred during the time frame. This will eventually be sent to the contact on file for the location and should be reviewed with the individual who prepares the Daily Deposit Reconciliation’s.

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Role of the Reviewer

The department supervisor has an important role in the management of the payment receiving function. This role includes the following items:

Establish the payment receiving function and approve the order for the necessary supplies.

Establish or close any patient change funds, as they are needed.

Ensure that all employees handling payment functions attend training classes prior to receiving any patient payments.

Maintain proper physical safeguards to ensure safe handling of money.

Ensure that a proper separation of duties maintained between the patient scheduling function and the payment receiving function. In addition, separation of duties should be maintained between the charge processing functions and the payment receiving function. If staffing limitations prohibit separating these duties, alternative controls should be considered. If needed, do not hesitate to contact MCV Physicians Finance for help in this area.

Notify the MCV Physicians Finance Department, in writing of any changes in receipt personnel prior to the change. Using the form called “Cash Collections Site Changes” that is found in Appendix B of this manual will assist you in doing this.

Review the month end reports received from the MCV Physicians Finance Department to verify that all transactions submitted were processed correctly by the MCV Physicians Business Office.

Notify the MCV Physicians Finance Department immediately, in writing, of any discrepancies in patient payments.

Review the scheduling analysis reports to ensure that the overall number of patient arrivals, no-shows, cancellations, etc. appears to be reasonable. Any unusual trends should be

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reported to the MCV Physicians Internal Audit Department immediately.

The reviewer must ensure compliance with the MCV Physicians Cash Collection Procedures by reviewing receipt activities for each location on a monthly basis. The following are items to look for when reviewing receipt activities:

(Role of the Reviewer cont’d.)

Unannounced reviews of receipt activities.

Determine whether records of payment activity are kept on the premises and are properly maintained. This includes receipt books, appointment schedules, deposit transaction records, overage/shortage forms and all other pertinent records.

Determine whether receipts are deposited on a daily basis. Review the receipt records and validated Daily Deposit Reconciliation’s to verify daily deposits.

Periodically, select a sample of patients listed on the patient schedule who should have paid at the time of service. Review all receipt records for those patients to determine that proper procedures were followed.

Review the cash receipt forms to ensure that receipts are being used sequentially and that all receipts are accounted for. A break in the sequence of the numbers can detect unauthorized use of the forms.

Reconcile the receipts to the Daily Deposit Reconciliation. Trace deposits to the patients account for month-end “Charges, Receipts and Adjustments Report” to verify the payments were properly submitted and processed.

Periodically perform surprise cash counts. Total cash on hand, less patient change fund should agree to receipts on hand.

Review the Daily Deposit Reconciliation for overages/shortages. Note any consistency or patterns with the overages/shortages.

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Review each “Overage / Shortage” form received from the MCV Physicians Internal Audit Department. This form will be sent to the department chairman when an overage/shortage is detected in a deposit submitted by a clinic. Overages/Shortages will then be credited/debited to the clinic’s reserve balance as needed.

Establishing a New Payment Receiving Location

All payment receiving locations must be established through the MCV Physicians Finance Department. To request a new receiving location, complete the MCV Physicians “New Cash Collection Site” form located in Appendix B. After the form is completed, please fax back to the MCV Physicians Finance Department, please see contact name and numbers in Appendix A.

MCV Physicians Finance Department will verify all cash collection information and begin ordering supplies

Once supplies are in (total of 10 days for all), MCV Physicians will contact the clinical department and arrange for an in-service to go over all supplies and instructions.

Notification of Change at a Payment Receiving Location

It is necessary to keep the MCV Physicians Finance Department informed of any changes to cash collections personnel or clinical moves. Completing the form “Cash Collection Site Changes” located in Appendix B should be done when any changes are made with employee personnel or clinical site changes. Please feel free to complete this form and submit changes as frequently as needed.

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Ordering Supplies for Locations

Window decals, Imprinter Plates, or SCAN Information pads should be ordered directly from First of Omaha Customer Service at 1-800-228-2443. You will need to have your merchant number to order.

Please make sure to check the mailing address and attention name that they have on file to ensure prompt shipment.

You will not be billed for the supplies directly; they will be billed with the merchant statements that are sent monthly. The charges will appear on your department financials.

Thermal Paper Rolls for credit card machines should be ordered through Ribbons and Rolls – See Appendix A for contact information.

All other miscellaneous cash collection supplies for a payment receiving locations must be ordered through the MCV Physicians Finance Department.

When ordering miscellaneous supplies, please complete the “Miscellaneous Order” form located in Appendix B for all supplies needed. The department administrator or authorized personnel must sign the form to acknowledge approval to

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order the supplies and to charge the clinic department for the supplies purchased. Forward the form to the MCV Physicians Finance Department.

Contact list for additional supplies can be found in Appendix A.

Establishing a Patient Change Fund

A clinical department may request a change fund to provide change for cash payments made by patients. The typical change fund is normally $20.00. The change fund is carried on the MCV Physicians books and is subject to an audit at any time.

The custodian of the change fund will be the employee designated by the clinical department to receive patient payments. The employee shall have sole access to the fund. Alternate receipts employees shall be permitted access to the change fund only for the time period in which the alternate is actually substituting for the primary employee. The clinic must notify the MCV Physicians Internal Audit Department, in writing, of any changes in payment receiving employees prior to the change being implemented.

The Department Chairman or Administrator may request a fund, change the fund balance, or close the fund by completing the “Miscellaneous Order” form. (This form is located in Appendix B in the back of this manual). The form must include the signature of the Department Chairman or Administrator. The signatures of the receiving employee and alternate should also be included on the form. Send the form to the MCV Physicians

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Finance Department. If the fund is approved, a check to establish the fund will be delivered to the Department Administrator. The administrator will be responsible for converting the check to cash and safeguarding the fund.

The same care that is required to handle patient receipts is required in maintaining the patient change fund. The fund must be physically secured with access to the fund restricted. The fund balance must remain at the authorized amount at all times. Usage of the fund must be limited to providing change to patients for cash payments. The clinical department will be responsible for controlling and maintaining the fund. The Departmental Deposit Employee must verify the fund balance on the Daily Deposit Reconciliation. The MCV Physicians Internal Audit Department must be notified immediately of any overages/shortages in the patient fund balance. Any loss will be charged to the department retainage account.

Appendix A

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Suggestion:

Make a copy of this contact listing and post at the front desk!

Contact Listing Mary Lewis – MCV Physicians Finance Department

Contact for Patient Receipt Books, Daily Deposit Reconciliation’s, Credit Card Sales Slips, and/or Blue Deposit Documentation Envelopes, Updated Cash Collection Manual.

Please complete and fax the Miscellaneous Order form for fastest servicePhone Number 628-9022Fax Number 628-8981E-Mail Address [email protected]

Cathy Ransom – MCV Physicians Finance Department Contact for Shortage / Overage, Bank Deposit Tickets, Stamps, Cash Drawers, Signs (please use the miscellaneous order form) or to Establish New Cash Site Location, All cash collection site change forms.

Campus Box 980232

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mailto:[email protected]

Phone Number 628-9015Fax Number 628-8981E-Mail Address [email protected]

Melanie O'Neal – MCV Physicians Internal Audit Department Contact for Shortage / Overage over $20.00, or general problems or questions.

Campus Box 980232Phone Number 342-1388Fax Number 342-7611E-Mail Address [email protected]

First National Merchant Solutions Customer Service Contact for Dassault Talento Credit Card Machine problems, Window decals, Imprinter Plates, Manual Charge slips or SCAN Information pads.

Phone Number 1-800-228-2443*Please have your merchant number ready*Please verify your shipping and attention line address

You will not be billed for the supplies directly; they will be billed with the merchant statements that are sent monthly. The charges will appear on your department financials.

Ribbons & Rolls Contact for, Thermal Paper Rolls for Dassault Talento Credit Card Machines (discounted price)

Phone Number 804-225-8318* Please have your merchant number ready and Deposit Location number* Please verify your shipping and attention line address

You will not be billed for the supplies directly; the charges will appear on your financial statements that are sent monthly.

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Appendix B

Suggestion:

Make copies of these forms to use as needed, keep originals in a binder with the manual for future use and copies to be made

from.

Refund Request / Return Receipt

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BAR BATCH # _________________ Description: _____________________________________

_______________________________ ______ / ______ / ______ ______ / ______ / ______Prepared by Date Prepared Bank Deposit Date

__________ $________________ ______ / ______ / ______ ______ / ______ / ______Pay Code Total Charge Amount Date Opened Date Closed

Data Entry Clerk __________________________________________

Date: _______________ Department: ___________________________

Cashier Site: ____________________ Deposit Site No. ____________

Patient Name: _______________________________________

Patient SSN: ________________________________________

Patient Address: _____________________________________

_____________________________________

_____________________________________Patient Credit Card Number: __________________________ Exp. Date: _____ / _______(Pease attach copy of original charge slip for merchandise purchased)

Invoice Number: _____________ Adjustment / Refund $ __________

Adjustment Pay Code 896 Refund Pay Code 87

Request Submitted by: ____________________ Date: ____________

Refund Completed by: ____________________ Date: ____________

MCV PHYSICIANS –OVERAGE / SHORTAGEAuthorization to Adjust Department Reserve

- THIS SECTION TO BE COMPLETED BY CLINICAL DEPARTMENT -

Date of Incident: _____________________ Department: _____________________________

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Site Location: _____________________ Deposit Location No. __________________________

Deposit Report No.: ___________________ Overage / Shortage: _______________________ Circle One Amount

Bank Deposit Date: _______________________

Explain how the overage / shortage occurred. Describe physical safeguards over cash and receipts at the time of this incident. Describe corrective measures taken to prevent future occurrences of outages.

This is an overage and belongs in our patient change fund, please return funds to department. This is an overage that belongs to an employee (provided below Name, SSN and mailing address)

Other:

Identify Patient accounts involved:Patient Name Account Number ( Payee-if different from patient) Payment Type Amount

Payments that are related to missing funds must be credited to patient accounts in order to balance the payment. An adjustment to the retainage account is required to compensate for the missing payments. The signatures below indicate the department’s approval for MCVP Finance to charge the amount to the department retainage account.

Please contact the MCVP Internal Audit Department if you feel this situation requires further investigation. _A_____/_________/__________/____________ ____________________ Overage / Shortage Fund - Department – Division – Object Code Amount Circle One

_________________________________________________ ________________________ Signature – Payment Receiving Employee Date Phone number & extension

__________________________________________________ ________________________ Signature – Department Chairman / Administrator Date Phone number & extension

________________ - THIS SECTION TO BE COMPLETED BY FINANCE DEPARTMENT - _____________

____________________________________________________ ________________________Signature – Accounting Technician Date Phone Number & Extension

Comments: ______________________________________________________________________

________________________________________________________________________________

Date Reconciled in Finance _____/_____/_____

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____________ ____________________________LOC Number DBA Name

___________________ _______________________Bank FNMS Merchant No.

___________________ _______________________Amex Merchant No. Discover Merchant No.

To be completed by Finance

Cash Collection Site Site Changes New Set Up

______ / ______ / ______Date changes effective or Date Site needs to open

________________________________________ _____________________________Department Division

________________________________________Fund / Department / Division Code

______________________________________________________________________________Physical Location of Co-payment Receipt Preparation (Building Name & Physical Address, Floor & Room No.)

______________________________________________________________________________Physical Location of Deposit Reconciliation Preparation (Building Name & Physical Address, Floor & Room No.)

__________________________ ______________________ ___________________Contact Phone & Ext. Fax

________________________________ ______________________________E-mail Address P. O. Box / Mailing Address

List Primary and alternate payment receiving employees for the above department location Name Phone and Cash Collection Employee Completes:

Extension Course attended Receipt Reconciliation

_________________ ________________ Yes No

_________________ ________________ Yes No

_________________ ________________ Yes No

Will you be accepting payments for both MCVH & MCVP? Yes NoWill you need additional desks to collect for this location? Yes No How Many? ________Will you be taking Credit Card payments? Yes NoThe following supplies are needed and will be ordered by finance to set up a collection Location: Establish Patient Change Fund of $20.00 Lockable Cash Box (approx 30.00) Electronic Credit Card Terminal (approx $400.00) MCV Physicians Rubber Stamp (approx 10.00) Bank Deposit Tickets (approx $60.00) Deposit Only Loc. Rubber Stamp (approx 10.00) Patient Receipt Books (approx $56.00) Patient must request receipt sign (approx 15.00) Daily Deposit Reconciliations (approx $14.00) Co payment due at service sign (approx 30.00) Blue Deposit Documentation Envelopes (no charge)

The signature below indicates the department’s approval for MCV Physicians Finance department to order these supplies and charge to the above department division code for the approximate amounts listed above.

__________________________________________________ _________________________Department Chairman or Administrator Date

Fax to: Finance (804) 628-8981

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Miscellaneous Order Form

__________________________________ ____________________________Location Number Bank

________________________________________ _____________________________Department Division

________________________________________Fund / Department / Division Code

________________________________________ ______________________Ordered by Phone & Extension

Please order the following – identify by a check mark Establish Patient Change Fund of $20.00 Electronic Credit Card Terminal (approx $400.00) Bank Deposit Tickets (approx $60.00) Patient Receipt Books (approx $56.00) Daily Deposit Reconciliations (approx $14.00) Blue Deposit Documentation Envelopes (no charge) Lockable Cash Box (approx 30.00) MCV Physicians Rubber Stamp (approx 10.00) Deposit Only Loc. Rubber Stamp (approx 10.00) Patient must request receipt sign (approx 15.00) Co payment due at service sign (approx 30.00) Other _________________________________________________________________ Other _________________________________________________________________ Other _________________________________________________________________

The signature below indicates the department’s approval for MCV Physicians Finance department to order these supplies and charge to the above department division code for the approximate amounts listed above.

____________________________________________ _________________________Department Chairman or Administrator Date

C a s h C o l l e c t i o n S i t e C l o s u r e

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Location Number: _____________ Department Account __________________

MID number: _________________ Patient Change Fund: $ ________________

Department: _____________________________________________________________

Contact: _____________________________ Phone Number: ________________

Effective date site will close: __________________

Items to retrieve:The checked items will be ready for pick up on: ________/________/______

Deposit Patient Change Fund Date Received by finance: _____/_____/_____ Credit Card Terminal(s) Date Received by finance: _____/_____/_____ Bank Deposit Ticket(s) Date Received by finance: _____/_____/_____ Daily Deposit Book(s) Date Received by finance: _____/_____/_____ Patient Receipt Book(s) Date Received by finance: _____/_____/_____ Blue Deposit Documentation Envelopes Date Received by finance: _____/_____/_____

Finance to complete: JE to move patient change fund

Debit A020000002602 and credit department Date Completed: _____/_____/_____ Close MID account with Credit Card Company Date Completed: _____/_____/_____ Move funds to new department for Credit card machine Date Completed: _____/_____/_____ Update CATS location table; de-active, patient change fund, machine availability, etc.

Notes: _______ ____________________________________________________________Date ____________________________________________________________

___________________________________________________________________ ____________________________________________________________Date ____________________________________________________________

___________________________________________________________________ ____________________________________________________________Date ____________________________________________________________

___________________________________________________________________ ____________________________________________________________Date ____________________________________________________________

___________________________________________________________________ ____________________________________________________________Date ____________________________________________________________

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Notes : _____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

_____________________________________________________________

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Cash Collections Daily Procedures / Check List

Completed patient receipts – Check payment type, MCVH or MCVP clearly

Complete Settlement report from credit card machine for each desk DAILY

Daily Reconciliationo Complete receipt numbers are required, please include “10-“

o Physicians and Hospital totals need to be correct, please double add these figures (add once with white receipts and second with yellow)

o Make sure all copies of checks are included; please do not cut off edges and see that they are legible.

o Do not send original credit card sales slips; send copies and make sure edges are not cut off from copier and that they are legible.

o Provide Patient Change fund amount that you have verified (amount available in cash box after you have accounted for daily deposit)

o Print First AND Last name and phone number on the form. No initials please.

o All supporting documentation should be stapled one time behind report in a tidy method

white patient receipts copies of checks copies of credit card sales slips copy of credit card terminal report copy of credit card batch close report yellow patient receipts should be paper clipped to

the front of the report if MCVH payments were taken.

o Please do not fold deposit reports – leave flat

Deposit should be made DAILY o Send pink validated copy to Finance, keep yellow for department

records

Paperwork should be mailed DAILY – in blue or red envelopeso If you are using the Drop Box at Nelson – Please be careful to

use the drop box that is marked FINANCE.

Call Cathy Ransom at 628-9015 with ANY questions when processing paperwork.

Cash Collection manual can be found online at:www.vcuhealth.org/?id=239&sid=1

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Cash CollectionsCredit Card Reference Card

Reminders Display Credit Card signage at each desk, on the front door, in the waiting

room or all areas.

VCU Health System only accepts credit card payments by VISA, MasterCard, American Express and Discover. Do not process as Debit or offer cash back to patients.

Compare the payee signature to the credit card signature. In case of denial, ask the patient for payment by cash or check/money

order and follow the appropriate procedures. Provide the patient with a system generated VCU Health System Receipt

in addition to credit card receipt. VERY IMPORTANT - Settlement report DAILY.

Instructions for the VX 570 Credit Card Terminal

Troubleshooting To replenish the receipt paper, Press the paper door button to open, Place

the roll carefully into the paper tray, make sure paper is coming up from the bottom. Pull paper and hold end while you shut the paper door.

The phone line will need to be plugged into the port that has a phone picture over it. If the terminal is sharing a line with a fax, use a phone line splitter.

Use the Quick Reference Card for machine functions Call First National Merchant Solutions Customer Service at 1-800-

228-2443 for any help that is needed. You will need your Merchant ID Number when you call. This is found on the decal located on your terminal.

Attached Reference Card / Sheet Display above the credit card machine.

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Vx570 Vital Retail QRG

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CREDIT SALE (SWIPE) Swipe Card Choose card type

(CREDIT) Enter last four digits

of card number and press [ENTER]

Enter amount and press [ENTER]

Tear receipt and press [ENTER]

CREDIT SALE (MANUAL ENTRY) Select SALE and

manually enter the account number then press [ENTER]

Enter Exp. Date (MMYY) and press [ENTER]

Card Present? Select Yes Complete Credit

card Authorization form

Select [ENTER] Enter Amount and

press [ENTER] Enter Zip code and

press [ENTER] Tear receipt and

press [ENTER]

MOTO SALE (CREDIT) Select SALE and

manually enter the account number then press [ENTER]

Enter Exp. Date (MMYY) and press [ENTER]

Card Present? Select No Complete Credit

card Authorization form

Enter Amount and press [ENTER]

Enter CVV2 Code (from card) and press [ENTER]

(If CCV2 code is not entered): Code Present? NO and press [ENTER]

Enter Street Address (numeric part only) and press [ENTER]

Enter Zip code and press [ENTER]


FORCE (CREDIT)Scroll menu by pressing the MORE key until desired option appears Select FORCE Swipe Card or enter

card account number

Choose Card Type (CREDIT)

Enter Last Four of card number and press [ENTER]

Enter Amount and press [ENTER]

Enter Approval Code and press [ENTER]


For Multiple merchants: Press next until the proper merchant number displays, then press select

Pressing the 3 key from the main menu will advance the paper

Note: The V-Code is often requested for manually entered transactions. This code can be found on the back of the card as the last three digits on the right side of the signature panel, directly below the mag stripe.

Entering Alpha Characters: Press the corresponding number of letters desired, Press ALPHA until letter desired appears on the screen, [number + alpha= letter]

VOIDScroll menu by pressing the MORE key until desired option appears Select VOID Void the last

transaction? If NO, enter Invoice

or Account number and press [ENTER]

[Transaction Displays]

Options are: Yes, No, Next

To confirm, press Yes


REPRINT Press the REPRINT

key Selections: Last

Receipt, Any Receipt

If Any Receipt, enter Invoice number and press [ENTER]

Receipt will reprint

SETTLEMENTScroll menu by pressing the MORE key until desired option appears Select

SETTLEMENT [Communications

Response] [Settlement Report

Prints]

Accepting Credit Card signage and SCAN Decals – display at each desk, on the front door, in the waiting room or all areas.

SCAN Guide and referral cards – display above the credit card machine.

First National Sticker – place over the current sticker on the machine.

Reference Card / Sheet – display above the credit card machine.

Cash Collection Manual & Cash Collection Daily Procedures Checklist – On hand at each desk / employee completing co-payment reconciliations.

Deposit Only stamps – store in the cash collection lockable cash box. Checks should be stamped as you receive them during the day.

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vcu health system cash collection procedures

Documents

procedures collection

primary cash

cash collection manual

cash drawers

mcv physicians business

cash collection sites

department administrator

clinical department