Correspondence Type

Correspondence items can include the following:

• Patient letters and communication
• Insurance company letters and communication
• W-9 form requests
• 1099s
• Legal correspondence
• Medical record requests
• Authorizations from payers for future services
• Change of address notices
• Bankruptcy notices
• Payer forms requiring provider signature
• Provider number confirmation letters from payers
• Welcome letters from payers
• EOB credit card images that cannot be processed by athena
• Bills
• Junk mail

Review your Correspondence Dashboard regularly to ensure that you find and attend to important mail. Important and time-sensitive items can appear in your Correspondence Dashboard.

Review the Practice Addresses page to ensure that your practice Mail Return Address is accurate. athenahealth uses this address to forward items that cannot be scanned, some original documents, and junk mail.

1. Display the Correspondence Dashboard: On the Main Menu, click Financials. Under PAYMENTS, click Unpostables. In the left menu, under Correspondence, click Correspondence Dashboard.
2. Click a linked number in the Practice Review Required column to generate a worklist of correspondence records of that type. The worklist appears in the Task Bar.
3. In the Task Bar worklist, select a sort option from the Sort by menu.
4. Click the group name to expand the list of correspondence records in that group.
5. Click the linked correspondence ID number at the right of the item. The Correspondence Record page appears in the Workspace with the details of the correspondence item.
6. On the Correspondence Record page, you can review the record and view the image located below the Details section. You can click the links marked smaller, larger, and rotate to adjust the image, and you can update the data fields. Record details are located at the top of the page, followed by data input fields.

Determine the course of action

7. Under the Status heading at the top of the page, review the current status. This status tells you why the record needs your attention.
8. Read the text in the Status note(s) field. These notes help you determine what action you need to take to resolve the issue.

Select an action on the Correspondence Record page

9. In the Select an action to resolve or reassign record section, choose one of these options.
• If you determine that this item is not correspondence, select the Reclassify this record option and select Remittance from the Correspondence type menu to move the item to the Unpostables Dashboard.
• Select Update status and reassign record. For many record types, athenaOne provides a guided workflow to help you choose the most effective path to update the record.

Select an action on the Correspondence Worklist

10. You can also process correspondence records from the Correspondence Worklist in the Task Bar. You can select more than one record to perform the action on. Use the Check All and Uncheck All buttons to select or deselect all the records at once.
11. Under the Manage Correspondence heading, choose one of these options.
• Apply the next event — Select the next correspondence event for this record (for example, Manager Review Required).
• Move the record to another location in the workflow — Select an option from the menu (for example, Additional Information Available to Resolve Auto-Closed Record).
• Reclassify this record as another correspondence type — Select the appropriate correspondence type.
• Update the data on the record only — You can select this option if you are updating correspondence record details only (for example, the correspondence note) but have not executed any actions that will move the correspondence record to the next state in its life cycle. Enter a free-text note in the Action note field.

Save your work

12. After you select and perform any necessary actions, save your work.
• In the Correspondence Record, click Submit.
• In the Correspondence Worklist, click Update Records.

1. Display the Correspondence Dashboard: On the Main Menu, click Financials. Under PAYMENTS, click Unpostables. In the left menu, under Correspondence, click Correspondence Dashboard.
2. Click a linked number in the Practice Review Required column to generate a worklist of correspondence records of that type. The worklist appears in the Task Bar.
3. In the Task Bar worklist, select a sort option from the Sort by menu.
4. Click the group name to expand the list of correspondence records in that group.
5. Click the linked correspondence ID number at the right of the item. The Correspondence Record page appears in the Workspace with the details of the correspondence item.
6. On the Correspondence Record page, you can review the record and view the image located below the Details section. You can click the links marked smaller, larger, and rotate to adjust the image, and you can update the data fields. Record details are located at the top of the page, followed by data input fields.

7. If you determine that this item is not correspondence, click the Reclassify this record option in the Select an action to resolve or reassign record section.
8. Record type — Select Remittance Record from the menu.
9. Action note — An action note describing this remittance type appears in this field.
10. Click Submit. The Update Unpostable page appears.
    The record no longer appears in the Correspondence Dashboard.
    

Open a case with the CSC to have the images and correspondence item removed. Closing the item does not remove it, and other users can still view closed item images.