Critical Issues NewsFlash - Unapplied Patient Payments and Patient Credits with a Balance Do Not Appear

Potential Non-Clinical Urgent

Unapplied Patient Payments and Patient Credits with a Balance Do Not Appear

Release Date

June 22, 2022

Known Issue #

KI123826

Issue

In NextGen® Office Practice Management, all statement-eligible patient balances with unapplied payments or credits should show within their respective filters:

• Patient Payments - Unapplied with a Balance    
• Patient Payments - Credits with a Balance    

Missing patient payments within these filters cause inaccurate patient statements. Two issues cause the patient payment or credit to not appear:

• Secondary claim removed from the Secondary Billing worklist is not eligible for the unapplied patient payments or patient credits with balance filter.
• Manually finalized denied claims retain their denied status.

Steps to Reproduce

Issue 1 – Secondary claim removed from Secondary Billing worklist is not eligible for unapplied patient payments or patient credits with balance filter

1. Create the primary claim with secondary insurance present in the chart.
2. Finalize the primary claim with patient responsibility.
3. Open Secondary Billing, select the claim, and click Remove from Work List.
4. Post a patient payment (can be allocated as a credit or not).
5. Open either Payments > View Patient Credits with a Balance or Payments > View Unapplied Patient Payments with a Balance (depending on whether you distributed the payment as a credit or not in step 5).

Issue 2 – Manually finalized denied claim retains denied status

1. Create the primary claim.
2. Apply payment to the primary claim with patient responsibility marking it as denied.
3. 1-click Finalize the claim to move it from denied to finalized status.
4. Post a patient payment (can be marked as a credit or not).
5. Open either Payments > View Patient Credits with a Balance or Payments > View Unapplied Patient Payments with a Balance (depending on whether you distributed the payment as a credit or not in step 4).

Action Required

No user action is required.

Status

This issue was fixed on August 11, 2022.

Clients who are experiencing this issue can link their practice to this issue via the NextGen Healthcare Success Community homepage. Navigate to the Known Issues tab, select the known issue that is affecting your practice, and select the This Known Issue Affects me check box. A case will be created on your behalf and you will be kept updated on the status of this issue.