Postprocess Workflow

When a dispatch closes, it enters the Postprocess Workflow, following a path leading -- eventually -- to payment.

Simplest view of the workflow

For a screenshot walkthrough of the workflow, from QA review all the way to recording an EOB, take a look at this presentation: After the Call: AngelTrack PostProcess.

Overview of the Workflow

Report completion and QA review

The path begins when the dispatch closes. If completed (not cancelled nor delegated), the crew must complete their report and submit it. (The reports for wheelchair runs are automatically completed and submitted automatically, provided the odometer readings and transit times are reasonable, and all necessary signatures are present.)

Workflow overview, step 1

The diagram above shows that some reports can skip QA. QA skips are controlled by a configurable preference in AngelTrack's settings. By default, the only dispatches that can skip QA are car, wheelchair, and gurney... and only if:

  1. Odometer readings are present
  2. All progress time punches (enroute, on scene, transporting, at destination, back in service) are present
  3. Odometer readings are consistent with the transport time
  4. All required signatures are collected, and the connected fields (name, title) are filled in
  5. Basic followup fields (driving, patient condition) are filled in

If a report does go to QA, it may take several go-rounds before finally passing. During that time, its postprocess alternates between  Awaiting QA review  and  Awaiting corrections .

Initial billing

After graduating (or skipping) QA, the dispatch enters the  Billing office . If it is eligible for insurance, it is reviewed to make sure it should be filed. Otherwise, it goes straight to invoicing.

Workflow overview, step 2

The "Insurance eligible?" question is answered automatically by AngelTrack, based on bill-to fields set during booking. The bill-to fields look like this:

Payment options

AngelTrack sets these bill-to fields automatically based on the other parameters of the dispatch... though the dispatcher can override the automatic settings if she chooses. A dispatch is eligible for insurance if it is marked both ☑ Billable and ☑ Bill to Insurance.

Dispatches that are eligible for insurance are reviewed by a biller, to make a final decision whether or not to file against the insurance carrier. When the decision is "no", then the dispatch skips over all insurance steps, and goes straight to invoicing.

Insurance interactions

If a dispatch goes to insurance, it may spend quite a lot of time going round with the insurance company. Denials are handled like this:

Workflow overview, step 3a

An insurance approval, on the other hand, can completely finish the postprocess workflow... or send it to invoicing if there is still a copay due:

Workflow overview, step 3b


When the time comes to directly invoice a facility, affiliate, or patient for the balance due, the task is performed by the respective Invoice Generator:

Workflow overview, step 4

Normally an Invoice Generator will include all dispatches waiting to be invoiced, add them to the invoice, and then move them to  Awaiting payment . However, invoices can also include dispatches previously invoiced (i.e. dispatches that area already  Awaiting payment ) if you wish to re-bill the unpaid items.

Invoice payment

When an invoice is paid, the money is applied to all of its dispatches. When the payment is sufficient to pay off a dispatch in full, the dispatch then moves to  Finished ; otherwise, it moves back to  Billing office  to be invoiced again:

Workflow overview, step 5

This process then repeats until the dispatch is paid in full, or else the invoice is sold to collections. When an invoice is sold to collections, all of its dispatches are moved to  Finished , regardless of whether they are paid in full.

Finished / writeoff

Once a dispatch's balance due reaches zero, it will be automatically or manually advanced to  Finished . It is then out of the workflow.

In AngelTrack, when a dispatch is advanced to  Finished  but not paid in full, it is considered a writeoff. It will thereafter appear in the Revenue Accrual Report as a writeoff for that year.

Datafields Controlling the Workflow

AngelTrack's postprocess workflow is governed by the following fields:

The Postprocess Status field tells who makes the next move

The 'Postprocess Status' datafield changes frequently, because it describes who is responsible for taking the next step in the postprocess workflow. It is the most important datafield in AngelTrack.

As dispatches make their way through the workflow, the Postprocess Status field passes through these steps:

Simplest view of the workflow

Each step of the workflow is color-coded and numbered, whichever is easier for you to remember.

Every dispatch will follow its own path, according to the peculiarities involved in getting paid for the trip. Sometimes the path is quick and direct, other times convoluted and full of advances and retreats:

Quick overview of a typical workflow

Sometimes a dispatch will go back and forth between two steps -- which means: between two employees -- until finally being allowed to progress forward:

Workflow with multiple failures

Bill-to and Payor datafields set the path

Once a dispatch graduates from QA, if it does go on to the  Billing office , the Bill-to and Payor fields rule its fate. They determine the path the dispatch follows through the workflow, which means: they control which billing queues the dispatch appears in.

The initial workflow looks like this:

Initial workflow

The following table goes into greater detail, showing the initial workflow based on the dispatch's bill-to fields:

Bill-to Fields Initial Billing Path After Finishing QA
☐ Billable Go straight to  Finished  (no billing)
☑ Billable
☑ Cash up front*
(other fields ignored)
Skip  Billing office , go straight to  Awaiting payment 
If sent back to  Billing office , appears in the Invoice Generator for Patients
☑ Billable
☐ Cash up front
☑ Bill insurance
(other fields ignored)
Go to Insurance Review Queue
If already reviewed, go to Insurance Filing Queue
If already claimed/appealed, go to  Awaiting payment 
If already paid in full, go to  Finished 
☑ Billable
☐ Cash up front
☐ Bill insurance
☑ Bill facility
(other fields ignored)
Go to Invoice Generator for Facilities
If already in a committed invoice, go to  Awaiting payment 
If already paid in full, go to  Finished 
☑ Billable
☐ Cash up front
☐ Bill insurance
☐ Bill facility
☑ Bill affiliate
(other fields ignored)
Go to Invoice Generator for Affiliates
If already in a committed invoice, go to  Awaiting payment 
If already paid in full, go to  Finished 
☑ Billable
☐ Cash up front
☐ Bill insurance
☐ Bill facility
☐ Bill affiliate
☑ Bill patient
Go to Invoice Generator for Patients
If already in a committed invoice, go to  Awaiting payment 
If already paid in full, go to  Finished 

The Biller who reviews the dispatches in the Insurance Review Queue decides whether they should be filed with insurance. If yes, then the biller ticks the checkbox to set the Payor to ☑ Insurance, causing the dispatch to advance to the Insurance Filing Queue. Otherwise, the biller sets the Payor to ☑ Facility, ☑ Affiliate, or ☑ Patient, whichever is appropriate, and the dispatch then advances to the respective invoice generator.

The Postprocess Status Report shows how many dispatches are in each of the progress points listed above.

*As noted, cash-pay services skip over the  Billing office  and go straight to  Awaiting payment , as they await processing of the payment envelopes. To learn more about offering cash-pay services with AngelTrack, read the Cash Pay guide.

...And Then?

After insurance filing or invoicing, the dispatch advances to  Awaiting payment , meaning that the biller is done with the call for the time being.

Once a dispatch reaches  Awaiting payment , it remains there until changed by a payment event. A payment event may send it forward to  Finished  if paid in full, or may send it back to  Billing office  (perhaps with a different Payor) if the payment received does not cover the entire bill.

After a dispatch has spent an unusually long time awaiting payment, it also appears in the Stale Receivables Queue, in case intervention is required.

Finding a Dispatch in the Workflow

If you are not sure where a dispatch is in the postprocess workflow, open its Dispatch Edit page and select the "Billing" tab. A field named "Workflow location" shows where the dispatch currently resides.

AngelTrack's workflow is fully deterministic, meaning that every dispatch always has an exact position within the workflow, and its position can be deduced from its billing datafields and payment events. No dispatch can ever get lost in the workflow.

Keep in mind, a dispatch may appear simultaneously in more than one place. Dispatches can appear in the following places irrespective of their workflow location:

That is why you can -- for example -- ignore the Prior Auth Queue if management decides that you are not going to push your facilities to get their PANs filed. Dispatches will appear in the queue but that does not stop them from moving through the normal workflow.

Pulling a Dispatch Out of the Workflow

Sometimes you may encounter a billing problem that requires an extended research effort. You need to take a dispatch out of the workflow and keep it to yourself for a while, but you don't want to mark it  Awaiting payment  where it will slip away.

This is accomplished by parking the dispatch. It will immediately exit the workflow, and go and sit in your Parking Lot until you eventually unpark it.

Automatic Writeoff When Extremely Stale

AngelTrack will automatically write off (i.e. will automatically advance to  Finished ) any dispatch that has seen no billing activity (payment events or committed invoices) for 24 months. You can change this interval to as few as 18 months or as many as 36 months, by visiting Preferences under Settings.

When an automatic writeoff occurs, a journal entry for the affected dispatch will note the event; you can find these using Journal Search to find entries containing the words "Automatic writeoff". Also, any billable dispatch that does not yet have a price quote will be quoted at retail.

Of course you can always un-write-off any affected dispatches, by moving them back to the workflow and adding them to a committed invoice, or by filing another insurance claim or payment.

To learn more, read the Automatic Writeoff guide.

Bulk Postprocess Moves Using the Bulldozer

If you wish to move a large number of dispatches forward or backward in the postprocess workflow, then the Bulldozer is the way to do it. It is used for these kinds of situations:

To learn more about the Bulldozer, read the Bulldozer Guide.

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