Billing FAQs
Here is a list of all current FAQs related to Billing. Please use this document as a troubleshooting reference guide. If issue is not resolved after going through the steps in this guide, please search through Zendesk articles or have your super user submit a Zendesk ticket.
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- How do I reverse a Transaction made to the Client’s Balance and Transactions page?
- Why is a Visit not included in an Invoice?
- Why is a Billing Premium not included on an Invoice?
- Why is the Bill rate zero on an invoice?
- Why is a Client/Client contact not showing as an option when selecting a Billing Contact?
- Why do I have multiple Invoices for a single Client in one Billing Period?
1. How do I reverse a transaction made to the Client’s Balance and Transactions page?
There’s no way to undo any transactions made in error. However, you can balance the amount by adding a reversing transaction to the client’s profile:
- First, go to the Client’s Balance & Transactions page and review the transaction(s) that you want to reverse.
- Then, go to Accounting > Accounting Settings > Transaction Types and locate a Transaction Type that has a Debited & Credited Account configuration opposite to the Type of Transaction to be reversed.
- For example, if you wish to reverse a “Sale” Type Transaction which has “Receivables” for Debited Account and “Revenue, Liability” for Credited Account configured, you can use the “Credit Note” Transaction Type which has “Revenue, Liability” for Debited Account and “Receivables” for Credited Account configured.
- Next, go back to the Client’s Balance & Transactions page and click “Add a Transaction,” add a Transaction of the opposing Transaction Type with the same dollar value. Once this is done, click “Allocations” for the new Transaction, click "Reverse” for the Transaction that needs to be reversed.
As a result of the reversal, in the Client’s Balance, you should see this amount is balanced out.
For more information on transactions and adjustments, please see this Zendesk article: How do I create Transaction Types and Adjustments?
2. Why is a Visit not included in an Invoice?
There are several reasons that may lead to a Visit not being included on an Invoice.
Reason 1 - The Visit has not been approved.
To check this, view the Visit’s details > Time approval, if the Approval Status is not set to “Approved,” then the Visit is not expected to be included on an Invoice.
To learn more about how to approve a Visit, see the following Zendesk article: How do I approve/unapprove Visits for Billing and/or Payroll?
If you’re using Visit Verification, see How do I verify and approve visits using VV? instead.
Once the Visit is approved, re-run the Invoice Generation process for the Billing Cycle/Period for the Visit to be accounted. If the Invoice is in Draft status, click "Regenerate" on the Invoice for the Visit to be accounted again. If the Invoice is in Sent or Paid status, you can Void the invoice and generate a new one by clicking “Generate All Invoices” in the Billing Cycle/Period > Invoices.
If your environment uses Billing Cycles (Billing 1.0), feel free to click “Choose a client or Funder” to generate the new invoice for a specific Client or Funder.
Reason 2 - The Visit was not approved at the time billing was run.
To check this, view the Visit’s details > View Revisions > List, note the most recent date/time the “approval_status” value was updated to “True.”
In the case where the Visit approval time is later than the Invoice generation time, the Visit is expected to be missed in the Invoice.
To resolve this, re-run the Invoice Generation process for the Billing Cycle/Period for the Visit to be accounted. If the Invoice is in Draft status, click "Regenerate" on the Invoice for the Visit to be accounted again. If the Invoice is in Sent or Paid status, you can Void the invoice and generate a new one by clicking “Generate All Invoices” in the Billing Cycle/Period > Invoices.
If your environment uses Billing Cycles (Billing 1.0), feel free to click “Choose a client or Funder” to generate the new invoice for a specific Client or Funder.
Reason 3 - The Service Code that the Visit has used does not have a Bill Code attached.
To check this, view the Visit’s details > Information > check if the Bill Code field is populated.
To add a Bill Code, go to Accounting > Accounting Setting > Service Codes > find the Service Code as shown in the Visit’s details > click “Edit Billing Detail” in the dropdown menu next to “Edit” > click “Add Bill Code.”
Once this is done, re-run the Invoice Generation process for the Billing Cycle/Period. If the Invoice is in Draft status, click "Regenerate" on the Invoice for the Visit to be accounted again. If the Invoice is in Sent or Paid status, you can Void the invoice and generate a new one by clicking “Generate All Invoices” in the Billing Cycle/Period > Invoices.
For environments using Billing 2.0 (Billing Periods) and Billable Item Management:
A Billable Item needs to be generated for the Visit for it to be invoiced, even though the Visit has been approved.
To check this, go to Billing Period and select the relevant period. Then click the Billable Items tab and locate the Billable Item by the Source Type – ID and Source Date columns. Source Type – ID should display “Visit - (visit ID)” and Source Date should display the Visit’s scheduled Date/Time. The Billable Item’s Status should also display “Ready” which indicates the item will be included upon invoice generation.
To account for newly approved Visits, in the same tab click “Generate” to re-run the Billable Items generation process.
Once this is done, re-run the Invoice Generation process for the Billing Cycle/Period. If the Invoice is in Draft status, click "Regenerate" on the Invoice for the Visit to be accounted again. If the Invoice is in Sent or Paid status, you can Void the invoice and generate a new one by clicking “Generate All Invoices” in the Billing Cycle/Period > Invoices.
3. Why is a Billing Premium not included on an Invoice?
The most common scenario is that the Client was not in Active status while the Billing Premium was effective.
To check this, go to the Client’s profile > Overview > Status History and note the dates during which the Client’s “Active” or “On Hold” Statuses were effective.
Then, go to the Client’s profile’s Accounting tab > Billing Premiums > note the Start/End Dates of the missed Billing Premium. The Premium is not accounted for days when the Client’s status is other than Active (and On Hold, if the Premium has ‘Billable when client on hold’ checked)
For more information, see this Zendesk article: How do I add/edit/disable/delete Billing Premiums for a Client?
4. Why is the Bill rate zero on an invoice?
- Check the effective date of the Bill Code, most times you will see the effective date is after the Visit date. You can access configured Bill Codes through Accounting > Accounting Settings > Bill Codes. For more information on Bill Codes, see this Zendesk article: How do I set up/edit/disable Bill Codes?
- Check the Invoice item does not fall into any time specific rules of the Bill Code with $0 rate set up. You can identify a Bill Code with time specific rates if a yellow warning icon appears next to the effective rate. Hover over the icon to see the time specific rates listed in order of priority. For more information on time specific rates, see this Zendesk article: How do I define time specific rates for bill codes?
- Check Client does not have a custom bill rate for the bill code. For more information, see this Zendesk article: How do I set/edit/clear a Custom Bill Code Rate for a Client?
5. Why is a Client/Client contact not showing as an option when selecting a Billing Contact?
Check to see if a main phone number has been added to the client contact. In AlayaCare, for a client contact to show as an option for Billing Contact, their main phone is needed.
To add a phone number to a client contact, visit the Client Profile > Coordination > Contacts. Click Edit for any contact to update their information, add a main phone number, and then click Save.
6. Why do I have multiple Invoices for a single Client in one Billing Period?
Check if Billing Contacts are the same:
Check the Services and make sure the Billing contacts are the same on each service. In AlayaCare, if Services have different Billing Contacts, separate Invoices will be created. To have a single Invoice generate for a single client, all Services must have the same Billing Contacts. To check this, go to the Client’s profile > Care Management > Services > Edit Service, check here for Billing Contact.
Do this for each Services and see if the Billing Contact is the same for all Services.
Check if Payment Method is set:
If there is a Payment Method set, it will split up invoices for different payment methods. To have one invoice generate, the Payment methods must be the same. Check the Service > Overviews > Accounting.
Check to make sure the Payment methods are the same.
For more info on Payment methods, check out this Zendesk article: How do I set up/edit/delete a Payment Method?
Check if the Tax Configuration are different:
If tax configurations are not the same for Services, separate Invoices will be generated. To have a single invoice generate, the tax configurations must be the same. Check if one service is taxable and the other one is not. To do this, go to the Client's Profile > Care Management > Services > Edit Services. Here you will see an Apply Tax checkbox and make sure this setting is the same for all services for this client.
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