EPM 5 8 Best Prac and Tasks Catalog Feb2014

NextGen Enterprise Practice Management (EPM)

Best Practices Guide and Tasks Catalog

Version 5.8

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Document Revision History App Version Date Document Version

5.8 01/02/2014 1.0 Draft

5.8 01/06/2014 Draft 2

5.8 01/08/2014 Draft 3

5.8 01/29/2014 Draft 3

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EPM Best Practice Guide and Task Catalog

02/18/2014 Confidential Proprietary Information For Use By Authorized NextGen Healthcare Clients Only. Do Not Distribute. Page 3 of 72

Contents

About this Guide 7 Purpose ........................................................................................................................................ 7

Audience ...................................................................................................................................... 7 Assumptions ................................................................................................................................ 7

General Information 9

System Setup for Tasks/Worklog Functionality 10 Security Settings ........................................................................................................................ 10

Recommended Security Settings for Management Staff ...................................................... 10 Modules ............................................................................................................................ 10

Operations ........................................................................................................................ 10 Set access to Yes on all of the following: ........................................................................ 10

Recommended Security Settings for Non-Management Staff .............................................. 11 Modules ............................................................................................................................ 11 Operations ........................................................................................................................ 11

*Controlling the Transferring of Tasks ................................................................................. 11 File Maintenance Settings ......................................................................................................... 12

User Preferences ........................................................................................................................ 12

Enterprise Preferences ............................................................................................................... 13

Practice Preferences .................................................................................................................. 14 Set Required Fields ............................................................................................................... 14

Set Automatic Options ..................................................................................................... 15

Task Approval Profiles .............................................................................................................. 15 Task Workgroups ...................................................................................................................... 16

Task Completion Reasons ......................................................................................................... 16 Customizing the Worklog Display ............................................................................................ 17

Do not refresh Worklog after updating tasks ........................................................................ 17

The Worklog Manager real time column display .................................................................. 17 Configuring Task Types ............................................................................................................ 18

Source Type ........................................................................................................................... 18

Task Value ............................................................................................................................. 19

Practice specific Parameters in Tasks ....................................................................................... 19 Options tab ............................................................................................................................ 19 Auto Creation Tab ................................................................................................................. 20 Auto Create Location, Rendering and Payer/Fin Class Tabs ................................................ 21 Auto Completion Tab ............................................................................................................ 22

Auto Worker Tab .................................................................................................................. 23

Creating Tasks 24 Manually Assigning Tasks on Demand .................................................................................... 24

Appointment Task Options ................................................................................................... 24

Contents

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Account Task Options ........................................................................................................... 24 Encounter Task Options ........................................................................................................ 24 Chart Task Options ................................................................................................................ 24 Invoice Task Options ............................................................................................................ 25

User Task Options ................................................................................................................. 25 Assigning Tasks from Reports .................................................................................................. 25

Appointment Tasks ............................................................................................................... 25 Account Tasks ....................................................................................................................... 25 Chart Tasks ............................................................................................................................ 25

Encounter Tasks .................................................................................................................... 26 Invoice Task Options ............................................................................................................ 26

Worklog 27 Worklog Manager Display ........................................................................................................ 28 Worklog Filters ......................................................................................................................... 29

Best Practice Task Examples 30 Front Office Tasks ..................................................................................................................... 30

Obtain Authorization/Referral ............................................................................................... 30 New Patient Information ....................................................................................................... 31

Waiting List Patients ............................................................................................................. 31 Auto-Worker Option: None .................................................................................................. 32 Appointment Scheduled for Non-Participating Provider ...................................................... 32

Appointment Reschedule List (Bump List) ....................................................................... 33 Appointment Report Information .......................................................................................... 33

Accounts Receivable Follow Up Tasks .................................................................................... 34 Patient Credit Balances ......................................................................................................... 34

Insurance Credit Balances ..................................................................................................... 34 Statement Indicator Turned Off Account level .................................................................. 35 Statement Indicator Turned Off Chart level ....................................................................... 35 Statement Indicator Turned Off Encounter level ............................................................... 35 Patients Not Making Acceptable Payments .......................................................................... 36

Large Patient Balances .......................................................................................................... 37 Budget Has Become Pre-Listed ............................................................................................ 37 Follow Up All Outstanding Insurance Balances ................................................................... 38

Follow Up Unpaid Invoices .................................................................................................. 39

Accounts Receivable Report Information ............................................................................. 39

Setting up Auto Worker Options ............................................................................................... 40 Creating Account Alerts ........................................................................................................ 40 Creating Chart Alerts ............................................................................................................ 40 Moving Unpaid Primary Insurance Balances to Next Responsibility ................................... 41 Moving Unpaid Secondary Insurance Balances to Next Responsible Party ......................... 41 Small Balance Write Offs ..................................................................................................... 42

Monitoring Tasks and User Productivity .................................................................................. 43

Reports .................................................................................................................................. 43 Task Analysis Report ....................................................................................................... 43

Task Details Report .......................................................................................................... 44

EPM Best Practice Guide and Task Catalog


Task Approval Report ...................................................................................................... 45

Appendix A Task Configuration Options 46 Account Task Actions ............................................................................................................... 46 Appointment Waitlist Task Options .......................................................................................... 55

Appointment Task Options ....................................................................................................... 55 Chart Task Options .................................................................................................................... 58 Encounter Task Options ............................................................................................................ 61 Invoice Task Options ................................................................................................................ 67 Transaction Task Options .......................................................................................................... 67

User Task Options ..................................................................................................................... 68

Contents


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NextGen Product User Guide, Version x.x


Purpose This guide was developed to provide information on how to configure and use the Task/Worklog

feature in the NextGen EPM system. The flexibility within the Task configuration is designed to

adapt to the business rules and policies of each organization.

The Best Practices section in this guide is designed to share information about how other NextGen customers have utilized this functionality to meet the specific business needs of their

organization. Many of the set up options described here can be customized to meet the unique needs

of an organization.

These are to be used as guidelines, examples, and intended to be somewhat generic. Setup of tasks

that include or require entry of dates, numbers, dollar amounts, etc. can be edited to fit the specific

needs of your organization.

Audience This guide is intended for use by all NextGen EPM application clients.

Assumptions This guide assumes that the user meets or exceeds the following:

Working knowledge of NextGen EPM application Basic understanding of tasking Basic computer skills

C H A P T E R 1

About this Guide

EPM Worklog Best Practice Guide and Task Catalog


The NextGen Tasks/Worklog manager is a powerful tool that can be used to automatically or

manually assign and complete specific tasks. From appointment scheduling to accounts receivable

follow up, tasks can be used to automate workflow in a typical medical office.

Using the Task reporting capabilities, employee productivity and workload can be monitored and

evaluated.

For a complete overview of the tasking functionality, please refer to the NextGen EPM User Guide.

C H A P T E R 2

General Information

System Setup for Tasks/Worklog Functionality


Security Settings Security settings control user access to tasks and associated task functionality. These settings are

made at the User Group level in System Administrator.

Recommended Security Settings for Management Staff

Modules

Assign rights for View, Add, Update, Delete, and Print to all of the following:

File Maintenance > Master Lists (Task Completion Reasons and Task Subgroupings)

File Maintenance > Approval Profile

File Maintenance > Task Types

File Maintenance > Task Workgroups

Tasks

Operations

Set access to Yes on all of the following:

Advisor

Tasks

Tasks

Allow EHR Task Generation from EPM

Allow Encounter Void Task Deletion

Allow Transaction Approval Task Deletion

Allow User Task Approval for Other Users

Modify Task Type

Tasks Auto Create Discontinue

Task Instruction Modification

Task Manager

Task Reports

Task Subgroupings

Task Transfer

Task Update

C H A P T E R 3




Recommended Security Settings for Non-Management Staff

Modules

Set access for each item as noted below:

File Maintenance > Task Types = View, Print

File Maintenance > Task Workgroups = View, Print

Tasks = View, Add, Update

NOTE: All other Task related security under Modules should be removed.

Operations

Set access for each item as noted below;

Advisor

Tasks = Yes

Tasks = Yes

Allow EHR Task Generation from EPM = Yes (if EPM users will be tasking EHR users)

Tasks Auto Create Discontinue = Yes

Task Instruction Modification = No

Task Manager - *See the note below on Controlling the Transferring of Tasks

Task Reports = No

Task Transfer = Yes

Task Update = No

NOTE: All other Task related security under Operations should be set to no.

*Controlling the Transferring of Tasks The ability to transfer tasks is controlled by using the Secured Transfer to option in the Task Type

setup and the Task Manager Security option.

The Task Manager Security option in System Administrator does the following:

Task Manager = Yes - The user can transfer tasks to any other User or any Task Workgroup.

Task Manager = No - The user can transfer tasks only to Task Managers or to those Users/Work

Groups designated in the Secured Transfer to field within the Task Type setup.

If the Task Manager Security option is not assigned to anyone in the practice, Tasks cannot be

transferred between users except as designated in the Secured Transfer To option on the Task Type.

The Secured Transfer To option in the Task Type allows the designation of specific users or Task

Workgroups as those allowed to receive this task from other users. Any users or Task Workgroups

entered in this field will always be available as options when a user is transferring a task.



File Maintenance Settings File Maintenance > Master Files > System > EPM > Enterprises > Preferences > General tab

Task Subgrouping 1 & 2 Captions

Create Tasks during Claim Edits

Create Tasks during the Billing Process

File Maintenance > Master Files > System > EPM > Practices > Preferences

Alerts tab

Tasks tab

File Maintenance > Master Files > Practice > EPM

Task Approval Profile

Task Workgroups

File Maintenance > Master Lists

Task Completion Reasons

Task Subgroupings

User Preferences EPM > Admin > User Preferences > General

Advisor

Tasks tab

File Maintenance > Master Files > Practice > EPM > Default User Prefs - General* (see note

below)

Advisor

Tasks tab

*This setup is not required unless you are currently using or plan to use the Default User Preference

setup.



Enterprise Preferences

File Maintenance > Master Files > System > EPM > Enterprises > Preferences > General tab

The options defined here are unique to the enterprise in which they are created.

Subgroupings allow users to categorize tasks. Categories can help users in managing, searching for,

and reporting on tasks. Enter captions for one or both of the Task Subgrouping fields. The captions will display to users when in a Task in EPM.

Task Subgrouping pick-list items created in Master Lists become available in the following areas:

File Maintenance > Task Types

EPM > Worklog Manager

EPM > Add/Edit Task

EPM > Task Reports

NOTE: Additional setup required in File Maintenance Master Lists. Choices that will display

for users in a drop down pick-list in the Subgroup field will need to be created the Master

Lists table. This is covered in the Master Lists section of this document. These fields can be

set as Required in Practice Preferences under Tasks.



Practice Preferences File Maintenance > Master Files > System > EPM > Practices > Preferences > Alerts

The options defined here are unique to the practice in which they are created.

To display account alerts when opening a task select Account Alerts > Task

To display chart alerts when opening a task, select Chart Alerts > Task

Set Required Fields File Maintenance > Master Files > System > EPM > Practices > Preferences >Tasks

The following is a list of fields that can be set under the section Required Fields. These requirements will apply to all tasks for the practice.

Field Name NextGen

Recommended Setting

Subject

Details

Status

Priority

Assigned To

Start Date

Follow Up Date

Expiration Date

Task Subgrouping 1

Task Subgrouping 2

The following is a list of fields that can be set as Required Fields under the section When Status is Completed. These requirements will apply to all tasks for the practice when the task has been changed to a status of completed.

Field Name NextGen

Recommended Setting

Require Completed By

Require Completion Date

Require Completion Reason



Set Automatic Options

The following is a list of options that can be set as defaults and restrictions under When Status is Completed. These requirements will apply to all tasks for the practice when the task has been changed to a status of completed.

Option Name NextGen

Recommended Setting

Default Completed By with Current User

Default Completion Date with Current Date

Do Not Allow Past Completion Dates

Do not Allow Modification of Completion

Date

Task Approval Profiles File Maintenance > Master Files > Practice > EPM >Task Approval Profile

A Task Approval Profile defines Users by Location that will be responsible to approve tasks that have

met criteria specified in an auto-create Task Type. It also defines the order in which the approvers fall

within the approval queue. Users within a profile can be notified via Outlook email when a task that

needs their approval reaches their queue.

NOTE: Tasks with transactions entered with a source of Encounter will be routed for approval to the user(s) defined in the Task Approval Profile that is linked to the Task Type

based on the Location from the Encounter.

Tasks with transactions entered with a source of Account, Budget or Invoice do not have a Location that can be used to determine the routing. Therefore, Account/Budget/Invoice

transactions will be routed for approval to the user(s) defined in the default Task Approval

Profile that is linked in Practice Preferences > Tasks Tab. This profile must include ALL

Locations.



Task Workgroups File Maintenance > Master Files > System > Practice > EPM > Task Workgroups

Tasks can be assigned to one user or to a group of users. Task Workgroups allow users to be grouped

together to assign EPM tasks.

The list below gives some examples of common workgroups:

Commercial Claim Follow Up Team

Medicare Claim Follow Up Team

Medicaid Claim Follow Up Team

Referral/Authorization Coordinators

Charge Entry Staff

Denial Follow Up Staff

Note: Some clients report that it is easier to manage Task Workgroups than to change individual tasks when they encounter employee turnover. Task Workgroups can contain only

one user or multiple users and can be assigned to one or more tasks.

Task Completion Reasons File Maintenance > Master Lists > Task Completion Reasons

The following is the list of standard reasons available in the NGProd database received at install.

Users should be aware that at least one completion reason is required before tasks are set up to

complete automatically.

Adjustment Made

Appointment Rescheduled

Budget Plan Disabled

Budget Plan Enabled

Claim Refiled

Completed Automatically (System)

Completed Manually (User)

Encounter Rebilled

Error Corrected

Insurance Contacted

Not Completed In Time

Patient Contacted

Payment Received

Referral / Authorization Entered

Referral / Authorization Obtained

Refund Requested / Processed

Statement Indicator Turned Off



Customizing the Worklog Display EPM > Admin > Preferences > User > General > Tasks tab

Users are able to customize how Worklog information displays their tasks by selecting the desired

options on the task tab in User preferences. Users are able to set the following preferences:

Highlight My Task In user can select from 6 colors

Sort My Task By user can select 1 of 8 Task Manager column headers

Ascending or Descending Order options available

Do not refresh worklog after updating tasks

Worklog Manager real time column display

Do not refresh Worklog after updating tasks The Do not refresh worklog after updating tasks option will act as the default setting when using the Worklog. Selecting this option will allow the user to continue working down the list without having

to wait for the list to refresh after every update. This will expedite using the Worklog and allow the

user to retain their place in the list once a task is completed. The list is refreshed manually at any time

by selecting the Find option.

The Worklog Manager real time column display The Worklog Manager real time column display options allow each user to determine which real time data columns to return when using the worklog. The real time columns will be indicated on the

worklog with clock icons.

It is recommended that each user select only the columns that contain data needed for that employee.

For example, if the user will not be working on appointment tasks, it would not be necessary to select

the appointment date column.



Configuring Task Types File Maintenance > Master Files > System > EPM >Task Types

In addition to Tasks pre-installed in File Maintenance and received on your install, New Task Types

can be added. The name of the task, the Task Value and Source Type fields are shared among all

Practices within an Enterprise. All other information and configuration options are unique to the

Practice in which they are created. This information displays in the Practice Parameters section of

the Task Type window.

NOTE: For a complete list of all the Auto Creation, Auto Completion, and Auto Worker

configurations, see Appendix A.

Source Type Source Type determines the configuration options for the task; where it is used and viewed within the

NextGen; and what data will be available for the task.

Account (Employer and Patient Accounts)

Appointment

Appointment Request

Appointment Waitlist

Chart

Encounter

Invoice

Transaction

User



Task Value Task Value is used to determine the relative weight of a task. Can be used for productivity measurement and reporting.

Practice specific Parameters in Tasks The following are practice parameters tabs. The options available are unique to the practice in which

they are created.

Options tab The Options Tab allows users to set the following task options:

Generate System Alert: creates an alert when accessing the patient that has this task assigned.

Default Priority: High, Low, Normal

Default Assigned To: Used to determine whom the task will be assigned to when it is manually created or created through claims edits. The assignment of manually created tasks

can be overridden at the time of task creation. If this field is left blank, it will require the user

to select a user or Task Workgroup when the task is created.

Secured Transfer To: Limits the users and Task Workgroups available when transferring a Task. If the user has the Task Manager security, this limitation will not apply.

Supervisors Task Instructions: Enter instructions specific to this task that will assist the user in its completion.

Discontinue future auto creation of this task type: Once a task is marked completed, this option prevents additional tasks of the same type from being automatically created for the

specific source.

Workable Task: Selecting this option determines which tasks display during the Check-In and Check-out Autoflow process. Only those tasks that are Not Started or In Progress will

display during autoflow. Additional option in Practice Preferences > AutoFlow allows the

practice to gray out the autoflow button and require the user to complete the tasks listed in order to continue.

Initiate Task in EHR: Allows EHR users to create and sent Tasks to EPM Users.



NOTE: Tasks created in EHR for EPM are only tracked in EPM once it is sent. E.g. if

created in EHR and sent to EPM, this task will now be tracked in EPM only and is not

viewable in EHR.

Auto Creation Tab

Once a Source Type is selected, the auto creation options unique to that Source Type can be accessed

for editing. Right clicking on the Task action will display the option to open the task for defining the Auto Create parameters.

Tasks can be automatically created if the criteria defined on this tab are met. Tasks will not be re-

created if there is an existing open task for the source and task type.

Default Assigned to for all selected actions: Task Workgroups or individual Users selected here are assigned automatically to any tasks automatically created from the action(s) selected

unless otherwise specified in the Override assigned to field.

Exclude encounter status for applicable auto create actions (Account Source type ONLY): Drop down list includes; Bad Debt, Billed, History, Rebill and Billed

Exclude encounter in budget status for applicable auto create actions: (Account Source type ONLY)

Activate: It is necessary to place a green check next to any and all actions users would like to activate for automatic creation of this task.

Action: The actions listed are hard coded by the system and contingent on the Source Type selected. Each Source Type has a different set of associated options. To configure the

specifics of the action, users right-click on the action and select Open. A dialogue box displays.

Auto-Creation actions are considered OR conditions. In other words, if users select more than one of these options a task will automatically be created if the source meets either of

these conditions it does not have to meet all the conditions selected, just any one of them.



Override assigned to: Task Workgroups or individual Users selected here will be automatically assigned any tasks that are created from this specific action.

Processed: Tasks using auto-create function have two options: Nightly or immediately. The tasks that say nightly will create when the Task Update process is run, either automatically during a nightly SQL job, or manually from within the NextGen EPM application from the

File > Processes > Task Update menu option. The exceptions are tasks that use counters

(e.g. dates greater than x). They will not update during the manual process until the date criteria is satisfied.

Auto Create Location, Rendering and Payer/Fin Class Tabs Once a Source Type is selected additional Auto Create setup options will become available; the Auto

Create Location; Rendering; Payer/Fin Class options are unique to the Source Type and available as

follows:

Appointment - Auto Create Location, Auto Create Rendering

Appointment Waitlist - Auto Create Location, Auto Create Rendering

Encounter - Auto Create Location, Auto Create Rendering, Auto Create Payer/Fin Class

Transaction - Auto Create Location, Auto Create Rendering, Auto Create Payer/Fin Class

This option does not apply to Account, Appointment Request, Chart, Invoice, and User tasks.

Where applicable, these options allow one method to be defined that is used in automatically

assigning tasks to a Task Workgroup or individual user.

Once data is entered into one of the available tabs, the other tabs will be no longer accessible.

To enter data:

1. Select a Location, Rendering, Payer or Financial Class

2. Select a User or Task Workgroup.

3. Use the blue arrow to move the User/Task Workgroup into the Selected area. One or more Users/Task Workgroups can be added per Location, Rendering, Payer or Financial Class.

Any Locations, Renderings, Payers or Financial Classes left blank will use the Default Assigned To selection on the Auto Creation tab.



Auto Completion Tab Once a Source Type is selected, the Auto Completion options unique to that Source Type will be

available for selection.

Default Completion Reason for all selected actions: The Completion Reason selected will be used on any tasks that are automatically completed from the action(s) selected unless

otherwise specified in the Override completion reason field.

Activate: It is necessary to place a green check next to any and all actions that users would like to activate for automatic completion of this task. These actions are OR conditions. Satisfying any one of the selected parameters will complete the task.

Action: The actions listed here are hard coded by the system and contingent on the Source Type selected. Each Source Type has a different set of associated options. To configure the

specifics of the action, users right-click the action to activate it and select Open. A dialogue

box displays to enter the parameters.

Override completion reason: Completion Reasons selected here will be used on any tasks that are completed from this specific action.

Processed: Tasks using auto-create function have two options: Nightly or immediately. The tasks that say nightly will create when the Task Update process is run, either automatically during a nightly SQL job, or manually from within the NextGen EPM application from the

File > Processes > Task Update menu option. The exceptions are tasks that use counters

(e.g. dates greater than x). They will not update during the manual process until the date criteria is satisfied.



Auto Worker Tab Once a Source Type is selected, the Auto Worker options unique to that Source Type will be available

for selection. Each Auto Worker action has specific Auto Create actions designed to work with that

Auto Worker feature.

To determine the appropriate Auto Creation action choices:

1. Right-click the Auto Worker action

2. Select Auto Create Actions. This highlights all available Auto Creation actions that apply to this selection in blue on the Auto Creation tab. At least one Auto Create action must be

activated before the Auto Worker action can be configured.

Activate: It is necessary to place a green check next to any and all actions users would like to activate for automatic completion of this task.

Action: Actions listed here are hard coded by the system and contingent on the Source Type selected. Each Source Type has a different set of associated options. To configure the

specifics of the action, users right-click the action to activate it and select Open. A dialogue box displays.

Creating Tasks


Tasks are created manually, on an as needed basis, or automatically by the NextGen EPM application. The options to create them depend upon the Source Type of the task.

Manually Assigning Tasks on Demand Tasks can be added one at a time, when a specific issue is identified for tracking and/or follow up.

Appointment Task Options From the Appointment Book or Appointment List:

1. Rright-click the appointment and select Work Tasks

2. Open an appointment and select the Task/Prov tab; right-click in the Tasks section and select New

Account Task Options From the Account Profile:

1. Select the Notes tab 2. Select the Tasks folder; right-click and select New 3. Within the Transaction Entry screen (with a source of Account, Budget, or Invoice), select the

New Task icon

Encounter Task Options From the Patient Chart or Encounter Look up screen

1. Right-click the encounter and select Tasks

2. From the Charge Posting screen (in Encounter mode), select the New Task icon 3. From the Transaction Entry screen (with a source of Encounter), select the New Task icon

Chart Task Options In the patient chart:

1. select the Clinical History/Notes tab 2. select the Tasks folder; right-click and select New

C H A P T E R 5

Creating Tasks



Invoice Task Options From the Account Profile (Employer account):

1. Select the Notes tab, select the Tasks folder; right-click and select New

2. Within the Charge Entry screen (in Invoice mode), select the New Task icon

User Task Options From the Tasks menu, select Create Task

Assigning Tasks from Reports Tasks are manually created in bulk from reports using the Assign Task icon. Memorized version of these same reports can be used in conjunction with the setup of Jobs in Background

Business Processor (BBP) to create tasks during non-office hours.

NOTE: Tasks can also be created in bulk from EHR reports using the Assign Task icon. Only Tasks with a source type of Chart are available for selection.

Appointment Tasks Reports > Scheduling > Appointment Listing

Reports > Scheduling > Kept Appointments w/no Charges

Account Tasks Reports > General > Statements

Reports > Accounts Receivable > Budget Reports

Reports > Accounts Receivable > Collections > Account Summary

Chart Tasks Reports > General > Patient Chart Demographics

Reports > General > Patient Chart Demographics with Providers

Reports > General > Patient Recall

Creating Tasks


Encounter Tasks Reports > General > Claim Requests

Reports > General > Patient Insurance Listing

Reports > Accounts Receivable > Aging Analysis

Reports > Accounts Receivable > Billed Encounters

Reports > Accounts Receivable > Unbilled Encounter

Reports > Accounts Receivable > Collections > Insurance Aging Analysis

Reports > Accounts Receivable > Collections > Insurance Detail

Reports > Accounts Receivable > Collections > Insurance Summary

Reports > Accounts Receivable > Collections > Collections FollowUp

Reports > Daily > Charges

Reports > Daily > Encounters

Invoice Task Options Reports > Accounts Receivable > Aging Analysis

Reports > Accounts Receivable > Collections > Insurance Aging Analysis

Reports > Accounts Receivable > Collections > Insurance Detail

Reports > Accounts Receivable > Collections > Insurance Summary

Reports > Daily > Charges



Once a task is created and assigned, it appears in the users Worklog. Users access their Worklog from any of the following locations:

The Worklog Icon on the main toolbar

The Tasks section of the Advisor screen

The Open Task indicator on the bottom status bar

C H A P T E R 6

Worklog

Worklog


Worklog Manager Display The Worklog Manager window is used to look up tasks based on the search criteria entered. The

window is designed to allow users to configure the columns in the order that provides the most clear

and pertinent data. To begin, the user should select My Tasks, which will automatically bring up all tasks assigned to the user (or to a workgroup to which the user belongs) that have a status of In Progress or Not Started.

The columns can be re-arranged by dragging and dropping them into place and will remain in this

order unless manually reset. To reset the column order, right-click on the blue area of the top toolbar

and select the Reset desktop settings options.

NOTE: This option resets all column settings within the NextGen EPM application.

Data in the Worklog Manager is ordered by clicking on the column name. For example, to list tasks

by account balance, click the Acct Bal column heading. This puts the column in ascending order. To put the information in descending order (highest balance first), click the column heading again.



Worklog Filters The Advanced tab allows additional filtering capability to prioritize the tasks. Multiple conditions can

be configured to ensure users are working on the highest priority items.

Best Practice Task Examples


Front Office Tasks The following are some examples of tasks that can be automatically or manually assigned to assist the

front office staff in following up on specific action items.

Obtain Authorization/Referral Purpose: An appointment is made but there is not an authorization/referral on file for this service.

The staff would manually create this task to the patients appointment. It can be automatically assigned when building the Task Type or manually assigned when created.

Source Type: Appointment

Auto-Create Option: Auto create options are available for clients who have purchased RTS. Training for

the setup and usage of RTS is provided separately.

If the authorization/referral is needed for specific events only, the following options can be used:

Event is schedule

Event is scheduled at Location

Auto-Complete Options:

Appointment cancelled

Appointment deleted

Patient expired

Auto-Worker Option: None

C H A P T E R 7




New Patient Information Purpose: When an appointment is made for a new patient a task can automatically be created and

directed to the appropriate staff for action. This could include setting up a new chart; performing a

pre-registration; or sending the patient practice information. The auto-create action should contain all

Event types that represent new patients in your organization.


Auto-Create Option:

Event is scheduled



Appointment deleted

Patient expired


Waiting List Patients Purpose: To utilize the Waitlist functionality that automatically queues patients that are waiting for

an earlier appointment. To use this feature, it must be enabled in Practice Preference > Wait List

tab.

The "Minimum Lead Time to Generate a Waitlist Worklog Task feature allows the user to set the amount of time (in minutes) required as advanced notice to schedule an appointment from the wait

list.



Source Type: Appointment Waitlist

Auto-Create Options:

Waitlist batch update to match potential candidates to open appointment slots

Waitlist matches open slot


Waitlist completed successfully

Waitlist modified or deleted

Waitlist no longer has open slot available

Waitlist no longer matches open slot due to another appointment being booked


Appointment Scheduled for Non-Participating Provider Purpose: Identify patients who have an appointment scheduled with a provider that does not

participate in their insurance.

NOTE: Tracking provider participation in insurance plans requires a Contract Library be

created and attached to the Payer Master File > Practice Tab > Libraries subtab. No fee

schedule is required to use this feature.




Auto-Create Option:

Rendering does not participate in primary insurance plan

Rendering does not participate in primary insurance plan at location



Appointment deleted


Appointment Reschedule List (Bump List) Purpose: Identify patients who need to have their appointments rescheduled due to a change in the

appointment schedule.


Auto-Create Option:

Appointment no longer matches the resources template due to a template exception.



Appointment deleted

Appointment kept/checked in


Appointment Report Information Purpose: Isolate information using a customized appointment listing report and task only those

items. Some examples include: all patients who had a no show or cancelled appointment for the

previous week (using Filter 1 options); all patients who have a patient balance greater than $x.xx that

have an appointment for tomorrow (using Filter 2 options).

Once the report is created, select the Assign Tasks icon.


Auto-Create Option: None



Appointment deleted

Patient expired




Accounts Receivable Follow Up Tasks These tasks can be automatically created to identify patient balances and third party for follow up or

other action.

Patient Credit Balances Purpose: Identify patient accounts with an overall credit balance in patient responsibility.

Source Type: Account

Auto-Create Option:

Guarantor balance is between


Account balance of $0.00


Insurance Credit Balances Purpose: Identify encounters with a credit balance outstanding to a third party payer.

By selecting all financial classes in the COB1 position, any third party balance will be captured,

regardless of where the outstanding credit resides. For example, if Medicare is primary and the credit

balance is outstanding to the secondary payer, BCBS, this task will still create because Medicare was

in the primary position and the balance meets the criteria.

Source Type: Encounter

Auto-Create Option: Encounter is greater than days old from and 3rd

party balance is

between for where fin

class/payer is and encounter status in


Encounter reaches History status

Third party of balance of $0.00




Statement Indicator Turned Off Account level Purpose: Identify patient accounts with than have had the statement indicator turned off. These

patients would not be receiving a statement for any of the encounters attached to the account.


Auto-Create Option: Print statements indicator turned off for more than days


Print statements indicator turned on


Statement Indicator Turned Off Chart level Purpose: Identify patient charts with than have had the statement indicator turned off. These

patients would not be receiving a statement for any encounters on that chart.

Source Type: Chart





Statement Indicator Turned Off Encounter level Purpose: Identify patient encounters with than have had the statement indicator turned off. These

patients would not be receiving a statement for that encounter.








Patients Not Making Acceptable Payments Purpose: Identify patient accounts where the patient has not made an acceptable payment in a

certain time period.

NOTE: The acceptable payment criteria is entered in Practice Preferences > Statements.

Setting this parameter activates the Statement Counter feature on the patient account. Once this parameter is defined, every time the patient receives a statement, the statement

counter will add one number to the counter.

If the patient makes an acceptable payment, it will be automatically reset to 0. For example, if a patient receives four statements without making an acceptable payment, they will have a statement

counter of 4.




Auto-Create Option:

Account statement counter is greater than



Patient payment greater than posted


Large Patient Balances Purpose: Identify accounts with large patient balances.

NOTE: The date of patient responsibility is automatically assigned to each encounter when there is no longer an outstanding insurance balance. For example, if the patient had an

unpaid co-pay balance and an insurance balance, the date of patient responsibility would be the date the insurance balance was paid in full and only the patient responsibility amount

remained. This task is automatically created if any encounter on the account meets the aging

criteria.


Auto-Create Option:

Account is greater than



Follow Up All Outstanding Insurance Balances Purpose: Identifies all outstanding insurance balances greater than a certain period. These are

automatically assigned to different staff members by using the auto create by Rendering, Location and

Financial Class tabs.

NOTE: Optionally, separate tasks can be used to identify COB1, COB2 and COB3 balances

using these parameters. If selecting that option, it is important to remember that the COB

designation within the task only relates to the financial class selected within the parameter,

not the current outstanding balance.

It is also possible to use the auto create options No third party payment received... to identify unpaid claims. These tasks look at the claim create date and any associated transactions posted for

that insurance company.


Auto-Create Option:

Encounter is greater than days old from and 3rd party balance is between and for is and encounter status is .


Clean claim created


Third party balance of $0.00

NOTE: Selecting this option automatically complete the task if the encounter is rebilled. The

task would automatically re-create again in 45 days if the balance parameter was not

satisfied at that time.




Follow Up Unpaid Invoices Purpose: Identify all outstanding invoices that match the configuration criteria.

Source Type: Invoice

Auto-Create Option:

Invoice is greater than days old from and balance is greater than .


Invoice reaches History status


Accounts Receivable Report Information Purpose: Isolate information using a customized accounts receivable report and task only those

items. Some examples include: One specific service item that is not being paid by many insurance

carriers; all outstanding balances for one specific insurance company for one specific provider. Once

the report is created, select the Assign Tasks icon.









Account Balance $0.00




Setting up Auto Worker Options There are multiple pre-configured options that automatically perform specific functions. The task is

created and put into the patients chart, then marked completed by the Auto Worker. The following are some examples of how these are used by other NextGen customers to automate their processes.

Creating Account Alerts Purpose: Identifies all patients with a large balance and put an alert on their account to have them

speak with someone in the patient collections department.


Auto-Create Option:

Account is greater than < 45 (or other acceptable number> days old from and balance is greater than .


None if auto complete options are selected, Auto-Worker Alert options will be unavailable.

Auto-Worker Option: Create account alert with subject Patient Needs to Speak with Financial

Counselor, expiration date 00/00/00, description Do not make appointment until patient speaks with

financial counselor

**NOTE** When setting up this task, the user can define either an Auto-Complete option

OR Auto-Worker option. Both cannot be defined.

Creating Chart Alerts Purpose: Identifies all patients with that have privacy notice restrictions by putting an alert on their

chart.

Source Type: Chart

Auto-Create Option: Privacy Notice reason set to Signed With Restrictions

Auto-Complete Options: None. If auto complete options are selected, Auto-Worker Alert options

will be unavailable

Auto-Worker Option: Create a chart alert with subject Privacy Notice Restrictions,

expiration date 00/00/00, description Do not release any information Without Reviewing

Privacy Notice Restrictions First.



Moving Unpaid Primary Insurance Balances to Next Responsibility Purpose: Identifies all unpaid claims that should have the balance moved to patient responsibility.

This can be used for primary or secondary claims in accordance with the business rules of the

organization.

Primary Claims:


Auto-Create Option: No third party payment received for days since the claim process

date for



Small Balance Write Offs Purpose: Identifies small balances available for review and write off. These options automatically

create a transaction batch that must be reviewed and posted by the staff.

PATIENT BALANCES ONLY:


Auto-Create Option:

Encounter is greater than days old from and the patient balance is less than for is

and encounter status is .

Auto-Worker Option: Small balance write-off using transaction code

PATIENT AND INSURANCE BALANCES:


Auto-Create Option: Encounter is greater than days old from and the

total balance is less than for is and encounter status is .

Auto-Worker Option: Small balance write-off using transaction code

for patient balance, transaction code for 3rd

party balance



Monitoring Tasks and User Productivity

Reports There are there reports designed to review the task allocation and assist in monitoring staff

accountability. Also can be used to ensure that workload is evenly distributed among staff.

Task Analysis Report

Purpose: Provides an overview of all tasks and the current status of those tasks.

Reports> Tasks > Task Analysis

Columns: Select all columns except ST (Source Type abbreviation)

Customize Report Header/Footer (optional): can be edited to display a user defined Title/Header

Sorting: Group by User Name



Task Details Report

Purpose: Identify specific details about a task and/or user.

Reports> Tasks > Task Details

Columns: Source Nbr, Name, Type Desc, Start Dt, Due Dt, Fup Dt, Status Desc, Assigned to, Cmp

Dt

Assigned to: Select the employees to review

Sorting: Group by Assigned to; Group by Status Desc. Optionally, this could be grouped by Task

Type to review the activity of a specific task.



Task Approval Report

Purpose: To track and audit tasks that require one or more approvals. The report has columns that

provide specific information related the progress of approvals.

Reports> Tasks > Task Approval

Columns: Loc Name, Source Nbr, Name, Appt Amt, App User1-5, App Sts1-5, App Dt 1-5, App

Age 1-5, Create Age, Modify Age

NOTE: The above columns are also available on the Task Details Report.

Customize Report Header/Footer (optional): can be edited to display a user defined Title/Header

Sorting: Group by Tran Code

NOTE: Optional sort option examples: by Approver (App User 1-5), by Due Date.

Appendix A Task Configuration Options


Account Task Actions The following is a list of the Auto-Create actions available for Tasks with the source type Account, the Auto-Complete actions that might be used with them, and the available Auto-worker actions.

Auto-Creation Actions Auto-Completion

Actions Auto-Worker Actions Notes

Account is greater than ___ days old from and guarantor balance is between $___ and $____


Collection letter printed

Form template of printed

Guarantor balance less than $___

Patient payment greater than $___ posted

Patient payment posted

Total balance less than $___

Add collection letter of to the account. Send collection letter in next run

Add collection letter of to the account. Send collection letter in next run . Pre-list all encounters on the account for bad debt under agency code , effective date: 0 days from today, and bad debt status: . Move all encounters to the guarantor responsibility.

Pre-list all encounters on the account for bad debt under agency code: , effective date: from today, and bad debt status: . Move all encounter balances to the guarantor responsibility

Ages from the most current encounter attached to the account

C H A P T E R 8






Account is greater than ___ days old from and guarantor balance is greater than $_____









Create account alert with subject < alert subject >, expiration date , description


Account is greater than ___ days old from and third party balance between $_____ and $_____







Third party balance less than $___




Create account alert

This can be used for credit balances (between -9999.99 and -0.01)

Account is greater than ___ days old from and third party balance is greater than $_____
















Account is greater than ___ days old from and total balance is greater than $_____










Combines both insurance and patient responsibility and identifies accounts that meets the defined parameters


Account statement counter is equal to ( X ) and guarantor balance is between $___ and $ ___











Identifies accounts that have X number of statements without making an adequate payment (as defined in Practice Preferences > Statements Tab)

Patient payments are defined as payments with the source type of Account.





Account statement counter is greater than (_X_)








Account statement counter is greater than (_X_) guarantor balance is greater than $_____

















Budget has become delinquent


Budget has become pre-listed

Budget payment posted

Budget plan modified








Identifies delinquent budget accounts











Bad debt pre-list all encounters in budget using collection agency


Identifies budgets that are pre-listed for Bad Debt

Budget must be re-established payment amount is now too low










No Auto-Worker options available

References the required minimum in Practice Preferences > Budget tab





Budget payment missed Account balance of $0.00











Identifies budget payments that were not made

Budget plan modified Account balance of $0.00










Identifies budget plans that have been changed by a user.

Collection letter printed Account balance of $0.00






Identifies accounts that have had a Demand Encounter

Letter printed






Guarantor balance between $____ and $____









This can be used for credit balances (between -9999.99 and -0.01)

Guarantor balance between $____ and $____, third party balance of $0.00










Identifies accounts with patient balance and no insurance balances.

Guarantor balance greater than $____









Identifies accounts with a patient responsibility that meets the parameters.

Guarantor balance less than $____






Not intended to identify credit balances.





Guarantor responsibility is greater than _____ days old from & guarantor balance between $_____ & $_______










This can be used for credit balances (between -9999.99 and -0.01).

Guarantor responsibility is greater than _____ days old from & guarantor balance between $_____ & $_____; third party balance of $_____











Identifies accounts with both a patient AND an insurance balance that meet the defined parameters,

Guarantor responsibility is greater than ___ days old from & guarantor balance is greater than $____










The date of patient responsibility is added to an encounter when all insurance balances are $0.00.






Minimum budget payment not met










Identifies accounts that have not made the minimum budget payment,

Minimum budget payment too low for account balance









Identifies Perpetual budgets accounts where the balance increased and the budget payment amount does not satisfy the required minimum defined in Practice Preferences > Budget tab

Print statement indicator turned off for more than ___ days

Print statement indicator turned on


Identifies accounts that are not receiving a statement because the statement indicator is turned off on the account.

Third party balance greater than $_____






Third party balance less than $_____





Total balance greater than $_____


Total balance is less than $___


Total balance less than $_____


Total balance is less than $___





Appointment Waitlist Task Options The following is a list of the Auto-Create actions available for Tasks the source type Appointment Waitlist, along with the Auto-Complete actions that might be used in conjunction with them, and the available Auto-worker actions.

Auto-Creation Actions

Auto-Completion Actions Auto-Worker Actions Notes

Waitlist batch update to match potential candidates to open appointment slots




Waitlist no longer matches open appointment slot due to another appointment being booked

N/A Identifies any open appointment slots that match the waitlist when the Scheduling Update process is run, either automatically during a nightly SQL job, or manually from within the EPM application from the File > Processes > Scheduling update menu option.

Waitlist matches open slot




Wait

Documents

EPM 5 8 Best Prac and Tasks Catalog Feb2014