User Guide — Return Mail Service
If your practice uses the Online Statement-based Experience (formerly QuickPay Portal), you are eligible for the Return Mail Service. With the Return Mail service, any mail that was sent by your practice marked undeliverable by the USPS is re-routed to athenahealth for processing. athenahealth scans returned mail daily. For each returned item, athenahealth creates a Patient Statement Review correspondence record and places a statement hold on the patient account to prevent further undeliverable mail.
For practices using athenaMailbox with Close BELFAST_RETURNEDMAIL Patient Statement Review Unpostables Upon Creation enabled, records for statements returned because of an invalid address close automatically upon creation. This setting is enabled by default.
User access and permissions
Your practice must use the Online Statement-based Experience (formerly QuickPay Portal) and have the Return Mail Service enabled to use this feature.
- To view the new patient statements, you must be able to view the Quickview.
- To create text to appear on patient statements, you must be able to add and edit Custom Transaction Codes.
- To process returned mail, you must be able to view and edit the Correspondence Dashboard.
Overview
The Correspondence Dashboard shows open correspondence records.
Automatically closed returned-statement records do not appear there, even when the patient's Bad Address hold remains active.
The Patient Statement Review count therefore does not represent all holds placed on patient accounts because of undeliverable mail.
To resolve these holds, athenahealth recommends that you contact the patient to obtain a valid address and update the patient or guarantor address in athenaOne. Follow the address and hold guidance in Quickview.
To review an automatically closed record, openQuickview and use the link in Correspondence to show all correspondence records.
If the correspondence record remains open, review it and complete the applicable correspondence workflow. After addressing the issue, close the record using Address Reviewed and Updated, as appropriate.
For instructions on removing the Bad Address hold statement, see Patient Statements.