Correcting Invoicing and Receipting Errors

If you have made a mistake on an invoice that you have sent via ECLIPSE then refer to this article on the steps to correct the invoice.

When you're busily trying to book appointments, answer phone calls and invoice patients all at the same time there are going to be occasions where you end up invoicing the wrong patient. Rather than deleting the invoice and starting again though it's possible to change both the patient and/or the account holder on an invoice. In instances where you have invoiced the incorrect patient you will find yourself needing to change both the patient and account holder. There will also be instances where you only need to change the account holder - e.g. a child was seen and you invoiced the father but the mother should be listed as the account holder instead.

Scenario:

I created an invoice for the wrong patient (I invoiced a patient's twin sister instead of the patient!) which means it is in the wrong account history and the wrong details are printing out. Do I need to delete it and start again? Or can I fix it somehow?

To change the account holder/patient on an invoice complete the following:

1. Highlight the patient's name and navigate to Billing > Account History
2. Highlight the relevant invoice on the left hand side of the window
3. Select the change account holder/patient button
4. Select the 'Change Patient' button to bring up a search window to search for a different patient

   

   
5. Select the 'Change Account Holder' button to bring up a search window to search for a different account holder
6. Once both records are updated select Close. Close out of the Account History
7. The invoice will no longer be in the incorrect patient's Account History and will instead be able to be located in the correct patient's Account History

The ability to adjust a fee that was incorrectly entered on an invoice will depend on whether or not the invoice has already been receipted. If an invoice has already been receipted it is not possible to adjust the fee to a lower amount without first removing the payment. It is possible however to increase the fee. If the invoice is yet to be receipted then you can adjust the fee either up or down.

No Payment linked

To change the fee when there is no payment associated with an invoice complete the following:

1. Highlight the patient's name and navigate to Billing > Account History
2. Double click on the relevant invoice from the list on the left of the window
3. Double click on the item within the invoice
4. The 'Enter item number' window will open. You can then click into the Amount box and enter the new amount
5. To save this addition to your invoice, click Save

Payment linked

If the invoice has already been receipted you will only be able to adjust the fee up, not down.  In order to adjust the fee up use the instructions listed above. If you need to change the fees down you will need to remove the payment first before then adjusting the fee to the new amount. To do so you will need to complete the following:

1. Highlight the patient's name and navigate to Billing > Account History
2. Highlight the relevant invoice from the list on the left of the window
3. Highlight the associated payment from the Payments section at the bottom right of the window and select the Delete button to the left. For further information about deleting payments refer to the Deleting Payments and Invoices article. 
4. Once the payment has been deleted you can then double click on the invoice on the left hand side of the window
5. Double click on the item within the invoice
6. The 'Enter item number' window will open.  You can then click into the Amount box and enter the new amount.
7. To save this addition to your invoice, click Save

By default the site of service which populates onto invoices will be the one which has been set as the default at a user preferences level for the practice you are logged into. If your doctor is regularly performing consults or surgeries at alternate locations you'll find that you'll need to be regularly changing this site of service to ensure the correct details are populated on invoices.

Scenario:

I created an invoice for a procedure the doctor performed at a particular hospital but I forgot to change the site of service from the consulting suites. Now the wrong provider number is printing on the invoices - how do I fix this?

1. Highlight the patient's name and navigate to Billing > Account History
2. Double click on the relevant invoice from the list on the left of the window
3. In the resultant window click on the Site of Service drop-down menu
4. Choose the correct selection. Save out of the invoice for the changes to be saved

By default the service date that is saved on invoices will be the date of the appointment you are billing from if raising an invoice from the appointment book or the date you created the invoice if you are invoicing from the patient list. Obviously there are instances when these dates aren't correct and need to be adjusted.

Scenario:

I created an invoice for a procedure the doctor performed last week but realised I forgot to change the service date to indicate the date of surgery. How do I correct this?

To change the service date on an invoice complete the following:

1. Highlight the patient's name and navigate to Billing > Account History
2. Double click on the relevant invoice from the list on the left of the window
3. Double click on the item within the invoice
4. The 'Enter item number' window will open. You can then either manually adjust the service date by clicking into the date field and typing a new date or selecting the calendar icon and choosing the correct date
5. To save this change to your invoice, click Save. Repeat for any other item numbers on the invoice

The ability to adjust an item number that was incorrectly added to an invoice will depend on whether or not the invoice has already been receipted and whether or not the fee for the correct item number is higher or lower than the incorrect item's fee. If an invoice has already been receipted you can easily adjust the item number and fee to a higher value. If you wish to change the value to a lower amount however you would need to first delete the associated payment before making any adjustments to the invoice.

No Payment linked

To change the item when there is no payment associated with an invoice complete the following:

1. Highlight the patient's name and navigate to Billing > Account History
2. Double click on the relevant invoice from the list on the left of the window
3. Double click on the item within the invoice
4. The 'Enter item number' window will open. You can then click into the Item No box and enter the new item number
5. Tab down to the Amount box and adjust the amount if required
6. To save this addition to your invoice, click Save

Payment linked

If the invoice has already been receipted and the correct item has a lower value than the incorrect item you will need to remove the payment first before then adjusting the item and fee.  To do so you will need to complete the following:

1. Highlight the patient's name and navigate to Billing > Account History
2. Highlight the relevant invoice from the list on the left of the window
3. Highlight the associated payment from the Payments section at the bottom right of the window and select the Delete button to the left. For further information about deleting payments refer to the article on Deleting Payments and Invoices.
4. Once the payment has been deleted you can then double click on the invoice on the left hand side of the window
5. Double click on the item within the invoice
6. The 'Enter item number' window will open. You can then click into the Item No box and enter the new amount
7. Tab down to the Amount box and confirm the correct fee is now displaying
8. To save this addition to your invoice, click Save

By default Genie will include the referral details for the most recent referral in a patient's demographics record. There will be instances where this referral may be expired or may be the incorrect one for this patient so you'll need to be able to change your selection.

Scenario:

I created an invoice for a patient but I included an expired referral. I've since added a new referral for the patient. How do I link that to the invoice I already saved?

1. Highlight the patient's name and navigate to Billing > Account History
2. Double click on the relevant invoice from the list on the left of the window
3. In the resultant window click on the Referring Doctor drop-down menu
4. Choose the correct selection, save out of the invoice for the changes to be saved

By default the practice which populates onto invoices will be the one which was selected upon logging into Genie. If your database has multiple practices you may find yourself needing to adjust the practice listed on some invoices.

Scenario:

I created an invoice for a patient but the invoice printed on our Dermatology Clinic's letterhead when it should have printed on the Laser Clinic's letterhead and with the Laser Clinic's ABN. How do I fix it?

1. Highlight the patient's name and navigate to Billing > Account History
2. Double click on the relevant invoice from the list on the left of the window
3. In the resultant window click on the Practice Name drop-down menu
4. Choose the correct selection,  save out of the invoice for the changes to be saved

It's not unusual for a doctor to come out and mention a last minute item that should have been included on the invoice that you just raised.

Scenario:

The doctor has just come out to reception and advised he also performed an excision on the patient while they were in the rooms. How do I add the excision item to the invoice that I created for the consult?

Thankfully it's a simple process to add the additional item, just complete the following:

1. Highlight the patient's name and navigate to Billing > Account History
2. Double click on the relevant invoice from the list on the left of the window
3. Select the 'Add items to invoice' button
4. Add your additional item and select Save out of both windows to save your changes

In order to pay some items Medicare/DVA require additional service text to be included. These notes can include information such as the area of the body an excision was performed on or the procedural item numbers on an assistant item.

Scenario:

I tried to submit a Medicare/DVA claim and received a rejection saying, 'Text must be supplied'. How do I resubmit this with the text included? 

To include the required service text complete the following:

1. Highlight the patient's name and navigate to Billing > Account History
2. Double click on the relevant invoice from the list on the left of the window
3. Double click on the item within the invoice
4. The 'Enter item number' window will open, and you will need to enter the required information into the 'Note' field towards the bottom of this window
5. To save this addition to your invoice, click Save

In order to pay some items Medicare/DVA may require specific overrides to be selected. These can include things like a reason for the omission of a referral or identifying an item as being not normal aftercare.

Scenario:

I tried to submit a Medicare/DVA claim and received an exception saying, 'Possible Aftercare?'. The item should have been specified as 'not normal aftercare', how do I mark this within Genie? 

To include the relevant Medicare Online Over-rides complete the following:

1. Highlight the patient's name and navigate to Billing > Account History
2. Highlight the relevant invoice on the left hand side of the window
3. Double click on the item number on the right hand side of the window
4. A Sales window will appear.  In here place a ticket in the relevant tickbox at the bottom of the window
5. Save out of the Sales window and close the Account History window

If you are charging for items such as bandages or skin creams than you will need to remember to charge GST on these items. If you have the item numbers correctly configured the GST charge will automatically occur however if it's an item you don't normally charge GST on or if you haven't previously configured your billing items correctly you may have forgotten to charge GST.  In instances where you have forgotten to charge GST you will need to delete or credit the invoice and create a new invoice from scratch.

If you have created a receipt for the incorrect amount there are two options available to you.  If you created a receipt for an amount smaller than was actually paid then you could just raise another receipt for the additional value.  If the amount you receipted however needs to be reduced then you will need to delete the payment and re-create a receipt for the new value.

Your practice preferences will be configured to have a default receipt type so that each time you raise a receipt, Genie will default to your most common payment type (e.g. EFTPOS).  If you're working on auto-pilot you may find yourself having created a receipt for the wrong payment type so come banking time your totals aren't adding up.

Scenario:

I was reconciling my banking at the end of the day and realised that I processed a receipt as EFTPOS when it was in fact a cash payment.  How do I correct it so my banking can be reconciled?

Assuming you recognise the error before you seal the banking you can complete the following steps to rectify the issue:

1. Go to File > Maintenance and Reports and choose the Daily tab
2. Select Daily Banking Report
3. In the banking window double click on the payment you wish to edit and then select the Payment Type drop-down menu.
4. Select the new correct Payment Type and then select the Save button

Alternatively assuming the banking hasn't been finalised the payment can also be edited from the patient's account history following the below instructions:

1. Highlight the patient's name and navigate to Billing > Account History
2. Highlight the relevant invoice from the list on the left of the window
3. Double click on the associated payment from the Payments section at the bottom right of the window.
4. You can then key in the new correct Payment Type. Note: Ensure the Payment Type is entered as either Cash, EFTPOS, DIRECT DEPOSIT, Cheque, Credit Card to align with banking entries.
5. Select Save to save your changes and close out of the window