WebPT EMR + RevEquip Workflow Guide

For the past decade, companies have leveraged the productivity power of combining the WebPT EMR and RevFlow to expand and grow their businesses. We have compiled their input and observations with the goal that every company continues to be financially successful while ultimately providing the best care for their patients.

Transitioning to a new billing system can be daunting. Thankfully, we’ve successfully completed hundreds of billing onboards and have come up with some tips and best practice workflows. We’ll work with you to determine how these workflows and recommendations can be incorporated into your company’s current structure, policies, and procedures. Read on for role-specific instructions on daily, weekly, and monthly tasks you and your staff need to be successful.

The Administrative, Billing, Payment Posting, and A/R Management workflows detailed below are for illustrative purposes only. These functions may need to be adapted to fit your clinic processes. Please note that some of the links below will require you to log into the WebPT Community to access them.

IN THIS ARTICLE

Note: This guide is designed to complement your onboarding training and is not a replacement for completing your WebPT University coursework.

WebPT + RevFlow: Best Practices

Required Patient Information

Impact: Front Office

As you add patients in the WebPT EMR, remember:

  • Referring Physician address fields longer than 32 characters are truncated
  • Only the Primary patient address and phone number are transmitted
  • If an Authorization is required, you must indicate this on the patient’s case.
  • If the KX modifier is needed, you’ll need to select the KX radio button from the Apply Modifier section of the patient’s case. If this is not done, it will need to be manually added using the Charge Audit screen in RevFlow.
  • Emergency Contact information does not import from WebPT. Use the Emergency Contact tab in RevFlow to add that information.
  • For more information, please see: Required Patient Information.
  • Ensure that all therapists assigned to patient cases are current, active providers at your organization. Be sure to use the User Manager Search before adding a new provider.

Disable Quick Add Patient

The Quick Add Patient functionality creates incomplete patient records, resulting in many avoidable errors and rejections in RevFlow. Don't delay your claims, ensure Quick Add is disabled in your Clinic Settings.

For more information, please see: Required Patient Information.

Adding and Editing Providers

Impact: Front Office, Billers, Reports, Admin

Users should never have more than one set of credentials for the WebPT EMR or RevFlow, as each user can be granted access to multiple clinics and companies. If you need to edit a user’s login, name, password, or permissions, click here to learn how.

It’s crucial that providers are not duplicated in the WebPT EMR. Duplicate providers create issues with your billing database and can lead to delays in submitting claims. Before creating a new provider in the WebPT EMR, confirm that the provider is not already in the system (under another location, a previous name, or login). 

For more information, see this article.

Notes

Impact: Front Office and Billers

Account Notes are a convenient way to communicate information about a patient. For more information, please see: Account Notes and Sticky Notes.

Patient Payments/Copays

Impact: Front Office and Billers

All patient payments, including copays, supplies, and miscellaneous fees, should be entered into the WebPT EMR and allowed to flow into RevFlow. This is true for both insurance and Self Pay cases. While the payments will be entered into the EMR directly, some charges may need to be manually added to RevFlow.

For more information, please see: Post Interest, Medical Record Fees, and Supply Payments

Self Pay Cases and Custom Supply Codes

Impact: Front Office, Providers, and Billers

If you will be billing a patient directly, add the Self Pay insurance to the case in the WebPT EMR. Non-CPT codes can also be used to bill for supplies purchased during a visit. You will be able to document and use Custom CPT codes to charge amounts that differ from the comparative CPT codes.

For more information, please see: Custom Codes.

NORCM: Prevent Charges from Flowing into RevFlow

Impact: Providers and Billers

Prevent certain Dates of Service or charges from flowing into RevFlow. Click here to learn how.

Medical Records and Fees

Impact: Front Office and Billers

To bill your patients for various non-CPT charges, such as a fee for a missed appointment, manually add the charges to a Self Pay case in RevFlow. The payments for these charges will need to be entered into the WebPT EMR and allowed to flow into RevFlow.

For more information, please see: Direct Charge Entry

DME (Durable Medical Equipment)

Impact: Providers and Billers

In order to successfully bill DME, or Durable Medical Equipment, for reimbursement, a specific Medicare DME payer must be set up correctly in RevFlow. If this payer was not created during onboarding, please email edi.help@webpt.com. Please include the Medicare DME PTAN and NPI used for billing in the request. 

To see the workflow for documenting DME, please see: DME Cases.

Changing Insurance Mid-Treatment

Impact: Front Office and Billers

When a patient changes insurance mid-treatment, it is important that a new case is created so that information flows into RevFlow correctly.

For more information, please see: Changing Insurance Mid-Treatment.

Company, Clinic or Staff Updates, EDI, & Support 

There are designated email addresses for you to contact when updates or corrections need to be made on patient accounts or to your RevFlow database. The following is a list of updates and questions and where they should be sent. If you are unsure of where to send a specific inquiry, contact your Customer Service Rep and they will route it appropriately.

For more information, please see: Updates, EDI, & Support.

Troubleshooting

For common problems and solutions, please see: Troubleshooting.

WebPT EMR + RevFlow Workflow Guide: Your First Month(s) with RevFlow

Your first month or so should include the following additional temporary workflows.

Verify RevFlow Claims are Being Received

  • Electronic Claims: 3 to 4 days after submitting your initial batch of claims in RevFlow, call the payers directly (or check their respective online portal) to ensure your claims are being received and processed. Don’t solely rely on the clearinghouse’s sent/received report. Do this once for each payer you’ve billed until the payer states they’re receiving claims successfully. 
  • Paper Claims: 2 weeks after paper claims are mailed, call the payers directly to ensure the payers are receiving and processing your claims. Do this once for each player until the payer states they’re receiving claims successfully.

Working in Two Systems

When you transition to the WebPT EMR + RevFlow solution, you will continue to use your old billing system temporarily. 

Mixed ERAs

Quickly identify which Dates of Service were sent from RevFlow by looking at the patient’s account number; they will always start with your clinic code (i.e. 96A). See the example below.

For more information, please see: Closing Non-RevFlow ERAs.

A/R: Divide and Conquer

Depending on the size of your team and the amount of A/R you need to collect in your old billing system, we recommend that one of two staff members be tasked with finishing out the old A/R. The remaining billing staff should focus on current claims.

Patient Account Migration

After you’ve been using RevFlow for a few months and have started to wind down the A/R in your old billing system, you will need to move any leftover accounts into RevFlow. During the onboarding process, you will be trained on migrating these accounts.

Patient Statements

During the time that both billing systems are still in use, your patients will be receiving two balance statements (one from each system). To relay this information to your patients, we will attach a message to the statements for the first three cycles. Here is an example of what is included in the message:

We are pleased to announce the implementation of a new billing system. During this transition, you may receive two statements if you have a balance in our old system and our new system. Please contact 555-555-5555 if you have any questions about your statements. Thank you for your patience during this system upgrade.

Note: If you do not want this message to be included, please inform your Onboarding Specialist.

WebPT EMR + RevFlow Workflow Guide: Front Office (Administrative)

DAILY: Eligibility & Benefits

  • For each new patient or initial exam scheduled for the next two business days, obtain a copy of eligibility and benefits from the insurance company and these answers:
  • Is prior authorization required?
  • Is a referral required?
  • Does the patient have a copay, deductible or coinsurance that applies to PT/OT/SLP?
  • What are the policy dates?
  • Is there an annual visit limit for PT/OT/SLP? Have they used any?
  • Enter the above details into the insurance section of the patient’s chart.
  • Upload a copy of the eligibility & benefits to the patient’s eDoc.
  • Enter the patient’s Insurance Authorization in the proper case.

DAILY: Checking Expiring Authorizations & Prescriptions

  • Check your At a Glance alerts for ending or expiring prescriptions and authorizations.
  • If a patient’s authorization or prescription is approaching expiration, make a note on the patient’s next scheduled appointment as a reminder to the provider or front desk.
  • Prepare any necessary prior authorization forms required by the insurance company.
  • Submit (fax, email, or call) all pending prior authorization or prescription requests that are ready for submission.
  • When a new Authorization or Prescription is obtained, add to the chart.
  • Make sure authorization dates do not overlap. If the previous auth spanned 3/1/19-3/31/19 and the new auth begins 3/20/19, edit the previous auth to end 3/19/19.

DAILY: Check and File Communications

  • Check faxes and email, then upload any patient records into eDoc.
    • Name, categorize and date the files so they are easily identifiable.
  • Message any staff that needs to be alerted to the newly added documents.
  • In RevFlow, check and complete any outstanding tasks.

DAILY: Prepare for Medicare Progress Notes

  • View your dashboard/agenda for the next business day.
    • Open the chart of each Medicare patient to check for a Progress Note Alert. This will appear above the patient records in red text.
  • While checking for the alert, glance at the Medicare Cap amounts to determine if the KX or GA modifier needs to be added. You can also run the Medicare Cap Report to determine this.
  • Navigate to the schedule for tomorrow.
    • Make a note on the appointment to indicate which OMT the patient will need to fill out. 
  • Have the patient fill out the OMT before the visit. Scan the hard copy into eDoc.

DAILY: Patient Intake

    • It is not recommended that you use Quick Add.
  • For Returning Patients:
    • Verify their phone, address, and email on file.
    • Has their insurance changed? If yes, add a new insurance. Don’t remove or overwrite the old one.
    • Create a new case, making sure to select the proper insurance(s).
  • On the day of their Initial Exam:
    • Copy the patient’s insurance cards—front and back, both primary AND secondary insurance—and upload to eDoc.
    • Collect payment.If the member is unable to pay today, still add the charge and leave it unpaid.
    • If the patient is doing an Outcome Measurement Tool, have them complete it and upload to eDoc.
    • If you have your own internal paperwork the patient has filled out:
      • Edit their Patient Info with any supplemental info like emergency contacts.
      • Upload the paperwork to eDoc.

MONTHLY: Check WebPT EMR Reports

  • Lost Patient Log: Call patients who haven’t completed their POC to encourage them to schedule more follow-ups, or remind the PT to discharge the case.
  • Medicare POC Report: Re-fax or call physicians’ offices as needed to ensure plans of care are returned.

WebPT EMR + RevFlow Workflow Guide: Billers

DAILY: Tasks

  • Check and complete any outstanding tasks.

DAILY: Reconcile Yesterday’s Integration Transmissions

  • Check the WebPT EMR’sMissed Notes Report. Were all patient visits documented and finalized? 
  • Check the WebPT EMR’s Claim Feed Report. Were all transmissions successful? Only Daily Notes that use the NORCM protocol should be listed as “NOT SENT.”
  • In RevFlow, resolve any entries on the WebPT Integration Rejection Summary.
    • If your clinic uses Custom CPT Codes, and they have not been added to the RevFlow database or if they are entered incorrectly in the Billing Sheet, they will appear on this report.
  • Compare the WebPT EMR’s Billing Report to RevFlow’s Place of Service Summary Charge Statsreport. Are the number of visits equal?
  • Compare the WebPT EMR’s Payment Log (change “Date of Service” to “Date of Transaction”) to RevFlow’s Payment Integration Report. Did all patient payments flow over?
    • Important: Once a patient payment flows into Revflow, it cannot be updated. The original payment must be deleted and a new payment should be added to reflect the updated amount.
  • Follow up on any discrepancies and make corrections.

DAILY: Review Yesterday’s New Patient Details

  • Check the patient’s eDoc to ensure you have copies of the front AND back of their insurance card(s).
  • Verify that eligibility and benefits have been checked and a copy is on file (in eDoc or Chart Notes)
  • Make sure insurance details, such as ID #, policy visits, policy dates, and copay are entered on the patient’s chart in the WebPT EMR (See Step 6).
  • Make sure proper insurance(s) is/are assigned to the proper case (See Step 7).
  • If required by the insurer, verify prior authorization is obtained and entered into the chart.

DAILY: Bill Claims

WebPT + RevFlow Workflow Guide: Payment Posters

DAILY: Tasks

  • Check and complete any outstanding tasks.

DAILY: Check and File Communications

  • Paper Mail
    • Open, sort, and date stamp your mail into two piles: Paid and Unpaid.
      • Paid: Includes EOBs with payments attached, patient payments, and any additional insurance payments.
      • Unpaid: Includes correspondence from insurance companies, EOB denials, and letters from patients regarding their monthly statements.
    • Give the Unpaid stack to the employee(s) that manages A/R.

DAILY: Post Payments

  • Paper Payment Batches
  • EFTs
  • Credit Card Payments
    • Obtain a copy of the recent deposits made into the business’ bank account.
    • Reconcile payments posted in the WebPT EMR to those in your WorldPay IQ portal.
    • If you use a different payment processor, obtain the previous day’s transaction report and ensure each payment was entered into the EMR.
    • Reconcile posted payments using the Payment Balancing (Full Access) report to bank deposits.

WebPT EMR + RevFlow Workflow Guide: A/R Team

DAILY: Work Denials

  • Run the Open Zero Payments report and work any ERAs listed.
    • Ensure that any ERAs listed were released less than 5 days prior.
  • Review and work the Unpaid stack of mail provided by the Payment Poster(s).

WEEKLY: Payment Audit

  • Run the Account Without Payment and Without Status Note report to quickly identify patient accounts that require follow-up.
  • Verify via Payment Audit Summary (Full Access) that all payments have been posted, especially before closing the month.
  • Verify via the Released EOBs Report that all ERAs have been worked, especially before closing the month.

WEEKLY: Reconcile Deposits

MONTHLY: Collections

  • Are accounts being worked and sent to collections per office policy?
  • Are accounts over 90 days making regular payments or in the process of being sent to collections?

MONTHLY: Credit Balances

MONTHLY: Close Month 

  • Ensure all payments and adjustments have been posted prior to closing the month. The month can be closed up until the 14th day of the next month.
  • Email RevEquipProcess@WebPT.com when you’re ready to close the month. You will be able to continue your monthly tasks the following business day.

MONTHLY: Patient Statements

Depending on your company setup, statements are either generated when the month is closed or on the day originally picked during setup.

  • Patient Statements will be sent monthly on your behalf.  It will be your responsibility to run and review the following report and hold any statements you do not want to be sent.
  • Once statements have been generated, log into Waystar and approve the statements for release. Statements will not be printed and mailed until you have released them.
    • During this process, you will have the ability to remove any patient statements that you may have missed previously.

MONTHLY: Month-End Reports

  • WebPT EMR: The Productivity Report displays productivity by documentation type.
  • WebPT EMR: The Referral Report allows you to see which physicians are referring the most patients.
  • RevFlow: These Aging Reports allow you to view outstanding balances for patients and payers.
  • RevFlow: The Provider Summary Report allows you to see billed visits and units, their associated charges, payments, and adjustments, and the average reimbursement per claim per provider.
  • RevFlow: Run the MGMT Report Card to determine key information for future decision making.
  • RevFlow: Run any other Month-End Reports that are useful to the clinic.

Productivity and Quality Control

Measure Productivity

You should have specific key metrics and productivity goals for your Payment Posters and A/R Specialists. Here is an example Productivity Log that our own RCM staff fills out weekly. Click here for an A/R Productivity Log template. Formulas have been added for ease of use.

The following RevFlow reports can also be used by Admin users to measure staff productivity:

Quality Control

On top of daily and weekly productivity goals, your staff’s accuracy should also be measured. Admins can use the following reports to help determine employee metrics:

Staffing

To determine appropriate staffing, use the following table.

1 Full-Time Employee Monthly Threshold
Payment Poster $600,000+ Monthly Receivables
A/R Specialist 3,500 Monthly Visits

Important: If a Payment Poster or A/R Specialist has additional responsibilities that are not in our workflow guides (i.e. covering lunch breaks, verifying eligibility and benefits), then these staffing thresholds will need to be adjusted.

Helpful Resources

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