CollaborateMD: What does the information icon next to a claim activity mean?

Issue

A payment or adjustment was received, but it is not being applied to the charge. Instead, the claim shows a blue information icon, indicating that a credit has been applied to the account. Why did this happen, and what needs to be done to resolve it? 

Environment

CollaborateMD, Roles: Admin, Features: Payments, Manage Account.

Resolution

In order to resolve the issue, we need to review the following details: 

1. Understand the Information Icon: The information icon indicates that a payment has been received, but it was not applied to the charge. This typically happens when the charge balance is already set to $0.00 due to prior payments or adjustments.
   
2. Review the Charge and Adjustments: Check if previous payments or adjustments have already reduced the charge to $0.00. For example, if a charge of $518.00 was reduced by adjustments of $518.00, the balance is now $0.00. Any subsequent payments will not be applied to the charge directly but instead will be recorded as account credits.
   
   

   Note: The values shown here are examples from a specific claim, and may not be applicable to all claims.

3. Information Icon: Hover over the Information Icon: A message will appear, such as:
   "$217.17 was received and $0.00 was applied."
   "$246.38 was received and $0.00 was applied."
   • These messages indicate that the payments were received but could not be applied because the charge balance was already $0.00.
     
   •  When you right-click on the information icon, it opens up additional options such as Track Payment, Open Check, View EOB, and Copy Check #. These options can help you further track the payment status, view the check details, or access the Explanation of Benefits (EOB) for further information.
     
4. Adjust Payment Posting: If you want to avoid leaving a credit, you can choose to:
   • Not apply the original adjustment if you intend to zero out the charge balance. Instead, post the denial with a payment adjustment set to $0.00.
   • Refund and Reversal: If credits have been applied and you receive a new payment, process a refund and reversal of the previous payment to ensure everything is rebalanced correctly. 
5. Credits and Adjustments Review: To see the credits, scroll to the bottom of the claim activity. The unused credits will be listed, and you can hover over the information icon to see the exact credit amounts and details. 

Cause

The issue occurs when payments or adjustments are posted after the charge balance has already been reduced to $0.00. Since there is no remaining balance, the system cannot apply the payment to the charge and instead records the transaction as an account credit. 

Additional Information

For more detailed instructions and information, users can refer to the following articles:

Process a Refund or Reversal with a New Check Number

Process a Refund or Reversal with an Existing Check Number