CCP Chargeback Type

athenaCollector

A CCP Chargeback record represents a credit card charge that has been contested. It can be negative (a reversal of a previously posted credit card payment) or positive (an overturn of a previous reversal; the credit card transaction will now be paid).

 

A CCP Chargeback record is created when athenahealth receives notification from Elavon of a disputed credit card charge.

 

 

 

This type of remittance record is created to ensure accurate posting of patient credit card transactions. If the remittance record is assigned to athenahealth, athenahealth will follow up with Elavon and will attempt to process the record against the patient's account. You do not need to work this remittance record at this time. We are working to resolve it for you.

 

You can search for these remittance records on the Find Unpostables page by searching for this remittance record type. You can then reconcile the chargebacks on your merchant bank statement to the postings in athenaOne.

Note: athenahealth identifies and voids the originating transaction. The transaction appears as an athenaMailbox deposit.

 

American Express CCP Chargeback records are created in the same manner as other CCP chargebacks. However, due to American Express's policy to not work with a third party, athenahealth is unable to process this record on your behalf. An American Express CCP Chargeback record is identified by athenahealth in our initial review. Once identified, athenahealth will place the record in the practice's responsibility. Use your resources with American Express to obtain the original transaction and cardholder details and remove the credit card posting from the patient's account.

 

athenahealth has a direct communication line with Elavon Merchant services. This line informs athenahealth of payments processed, payments debited, and fee notifications. On occasion athenahealth receives chargebacks associated with a non-athena merchant ID number (MID). athenahealth identifies these chargebacks in our initial review of the record. After these chargeback records are identified, athenahealth places the record in your responsibility for review and closure.

 

In some cases, the posting of the credit card payment has already been voided by a practice user. athenahealth identifies these postings in our initial review of the record. Once identified, athenahealth places the record in your responsibility for review and record closure.

 

athenahealth reviews positive CCP Chargeback records and attempts to reconcile the chargeback on your merchant bank statement to the posting in athenaOne. If athenahealth determines that you already applied the credit amount to the claim/patient account in question, we will return the record for your review using the event "CCP Chargeback/Practice review required." Please review the associated claim/patient account identified within the note sent from athenahealth to verify that the credit was indeed applied by a practice user. If so, void the credit in question and return the remittance record to athenahealth for processing.

 

 

 

  1. Display the patient's E-Payment Activity page: On the Quickview, click E-payment activity or on the Patient Activity page, click view e-payment activity.
  2. Locate the appropriate credit card payment.
  3. Click move to unapplied.
    Note: This link appears only if the payment has been applied to a charge.
  4. Click refund patient. A message appears asking "Navigate to patient refund workflow?"
  5. Click OK.
    The Issue Patient Refund page appears.
  6. Refund as — Click Cash, check, or non-athena system refund.
  7. Method — Select the appropriate credit card merchant.
  8. Note — Enter a note saying "CCP Chargeback record 1234 (unpostable #)."
  9. Click Post Refund.
    A confirmation page appears.
  10. Click Continue to return to the CCP Chargeback record.
  11. Under Select an action to resolve or reassign record, select the Update status and reassign record option.
  12. Update status — Select CCP Chargeback Successfully Processed.
  13. Click Submit.

 

  1. Display the Find Unpostables page: On the Main Menu, click Financials. Under PAYMENTS, click Unpostables. In the left menu, under UNPOSTABLE REMITTANCE, click Find Unpostables.
  2. Unpostable status — Select OPEN.
  3. Responsible party – Select Practice.
  4. Unpostable type — Select CCP Chargeback.
  5. Click Generate Worklist.
    The Unpostables Worklist appears in the Task Bar.

Display the Unpostable record

  1. From the worklist in the Task Bar, click the CCP Chargeback bar to expand the worklist.
  2. Click the linked unpostable ID number for the remittance record/unpostable in the worklist.
    The Remittance Record page appears in the Workspace.

In the Status section

  1. Review the notes provided by athenahealth.
  2. Take the required actions described by the notes.
  3. Under Select an action to resolve or reassign record, select Update status and reassign record.
  4. Update status — Select Review for Additional Information.
  5. Note — Enter a detailed description of the actions taken.
  6. Click Submit.

 

  1. Display the Find Unpostables page: On the Main Menu, click Financials. Under PAYMENTS, click Unpostables. In the left menu, under UNPOSTABLE REMITTANCE, click Find Unpostables.
  2. Unpostable status — Select OPEN.
  3. Responsible party — Select Practice.
  4. Unpostable type — Select CCP Chargeback.
  5. Click Generate Worklist.
    The Unpostables Worklist appears in the Task Bar.

Display the unpostable record

  1. From the worklist in the Task Bar, click the CCP Chargeback bar to expand the worklist.
  2. Click the linked unpostable ID number for the remittance record/unpostable in the worklist.
    The Remittance Record page appears in the Workspace.

In the Status section

  1. Review the notes provided by athenahealth, and take the actions described in the notes.
  2. Under Select an action to resolve or reassign record, select Update status and reassign record.
  3. Update status — Select Recorded in General Ledger.
  4. Click Submit.