• •         Order Received from Facility

    • •   If email, send acknowledgement receipt

      •   If phone capture customer needs

  •         Order Entry through CTM

    • •   Identify provider to contact for shift

      •   Determine eligibility

      •   Contact provider to fill in the calendar

      •   Provider might contact as well

  •         Shifts filled?

    • •   Yes – Continue to next step

      •   No – Go back to Order Entry to CTM

  •         Is there cancellation?

    • •   From Facility

        • • •  Is it within 72 hrs?

              • •         Yes – Facility to pay half of shift

                •         No – Look for replacement Facility for Provider (go back to Order Entry to CTM)

      •   From Provider

        • • •  Inform Facility

            • Facility requesting for replacement?

              • Yes – Look for available Provider (go back to Order Entry to CTM)

              • No – Confirm Cancellation

      •   No – Confirmation with Facility

• Confirmation with Facility 

•         Review Invoice for errors and discrepancies in CTM.

•        Compare timecards and rates on the rate sheet using CTM (each timecard on the invoice)

•        Is there overtime

  • •   Yes - Check the invoice notes to see if overtime is approved

      • • •  If approved – make note in the billing notes box and save the timecard. It will be verified and billed to the facility.

          •  If not approved - reach out to the Staffing Coordinators and the Controller by email to request if the approval is confirmed.

    •   No – Is there any other timecard with overtime in the invoice?

      • • •  Yes – repeat Yes flow

          •  No – proceed to next step

•         Run Post Report Verification

  • •   Is there GPM below 30%?

      • • •  Yes - look to see what variable caused the percentage drop and set aside. 

          •  No – Continue to Next Step

•         Print invoices

•         Import Data (invoices) to Quickbooks

•         Run the Post / Post Report through CTM

•         Run Sales by Customer Support through Quickbooks

•         Compare data from CTM and Quickbooks for any discrepancy

  • •   Is there discrepancy?

      • • •  Yes – What is the discrepancy?

            • Incorrect Rates/Hours in CTM

              • to correct you will have to open the QuickBooks report and drill down by the invoice through each line to find the error

              • Once the error is corrected, you can correct the invoices and re-run the reports to verify they balance.

            • Bonus not populating in Quickbooks    

              • To correct you will need to open the QuickBooks report and drill down through the invoice until you find the one missing the bonus.

              • Open the invoice and go to the last line to add bonuses

          •  No – Continue to next step

• ·         Send Weekly Breakdown e-mail.

1. Billing email goes out to all contacts in CTM to approve invoice through lockstep

2. Acknowledgement of receipt requested including request for any personnel updates

3. Collections team to circle back to confirm receipt of acknowledgement and invoice approval – Wednesdays

   1. If no response received from email, call to confirm contact information, and resend to new contact

   2. If no contact reached after phone call attempt reach out to Billing Manager, Salesperson in region, Staffing Manager, and Staffing Lead in region for assistance getting new AP contact for the facility

1. At one (1) week past due (0-30) 37 DSO – Lockstep automatically emails facility with past due notice requesting acknowledgement and communicate that late fees, penalties, and interest are beginning to accrue. Collections to continue to pursue talking with facility.

2. At two (2) weeks past due (0-30) 44 DSO – If balance due is near $50,000 advance to step 3. If under, send second past due notice requesting acknowledgement and communicate that late fees, penalties, and interest are accruing. Staffing to communicate to facility based on report prepared by billing manager “We would love to get you booked once you can pay some of these overdue invoices.” Collections team to provide all open invoice copies to Account Manager/Salesperson. Collections to continue contacting facilities and request help from sales when needed.

3. At four (4) weeks past due (31-60) 58 DSO – email Staffing Team, Billing Manager, Account Manager/Salesperson in region, and executive team to communicate invoices overdue when facility is trying to enter needs. Request Account Manager/Salesperson in region to personally visit the facility again to express concern of non-payment and attempt to rectify and provide them with all open invoice copies. List of facilities past this point to be sent to Sabryna, who will then approve which facilities will receive the demand payment letter.

4. At six (6) weeks past due (31-60) 72 DSO – email Executive Team & Billing Manager requesting them to reach out and communicate that if no response is received within 3 business days, all shifts will be cancelled. Demand payment letters go out and we pull staffing from facility. At 60 days past due staffing notifies facilities that they have 72 hours to pay, or no staff will show after those 72 hours.

5. At seven (7) weeks past due (31-60) 79 DSO – Staffing to place facility on no book, transition to inactive with notes that they are not to become active until their past due balance is rectified. The Executive Team will determine a course of action, including if account is sent to AER for collection.

1. When a customer is disputing any invoice, email the Billing Manager and the Staff Account with customer name, contact name/phone number/email address, invoice disputed, date disputed, and what is being disputed. If no response is received within three (3) business days, reach out again to Billing Manager and Staff Account until the dispute is resolved. 

2. All changes to invoices, credit memos, and payments must be approved by Billing Manager or Staff Accountant and reviewed with Sabryna. 

Examples of common disputes include:

2. 1. 1. Hours on timecards don’t match facility records.

      2. The Provider didn’t work at the facility.

      3. Rates aren’t correct/consistent.

3.  In each case, research the issue to give the Billing Manager and the Staff Accountant all the information needed to resolve the issue.