Billing 

Call Routing Process

• Billing Department Call Flow:

  • All callers who select the Billing Department option will be automatically routed through Dialpad to the Synergen Call Center.

  • If necessary, Synergen will transfer relevant calls to the Grand Junction Billing Office.

  • If a caller selects the wrong prompt, Synergen will redirect them back to the VSON Operator.

PLEASE DO A WARM TRANSFER when sending to GJ billing office.

Grand Junction Billing Office: P:(970) 477-8298 F: (970) 245-0250

• Dialpad: Grand Junction Office

• Address:
  PO Box 3199
  Grand Junction, CO 81502

Billing Department Responsibilities:

1. Patient Complaints – Does not escalate to second-level CSM.

2. Specific Coding/Billing Questions – Regarding how something was billed, VSO-specific policy, and processes.

3. Estimates – Provide billing estimates to patients.

4. Policy Questions – Address policy questions from patients.

5. Detailed Account Overviews – Sometimes required in physical therapy (PT).

6. Refunds & Credits – Questions about refunds or account credits.

7. General Billing Questions – Address all other billing-related inquiries.

Synergen (3rd Party Company): P:(970) 241-0202

Synergen Responsibilities:

1. Taking Payments – Process payments for patients.

2. Basic Insurance Questions – Answer general questions related to insurance and processing claims.

3. Payment Plans – Set up and manage payment plans for patients.

4. Emailing Receipts – Send itemized receipts or account detail (EBO) printouts.

5. Insurance Updates – Handle insurance updates for patients.

New Collections Information
Effective as of 10/3/2024

Collection Agency Transition - Wakefield: (866) 264-9399

• VSON has switched collection agencies.

• VSON is still in the process of moving old accounts (prior to the switch) to Wakefield.

• Accounts with Wakefield (WF) on them should be referred to Wakefield (WF) for collections, as they were before.

• Accounts with only TSI listed require either payment or a payment plan to be seen.

New Collection Process

You may encounter the following statuses on accounts:

1. HOLD

• eCW will automatically place a "hold" on accounts that have had at least 3 statements on one claim.

• While the account is on hold, you can still see the patient.

• Best practice: The front desk should attempt to collect payment on past-due balances when they contact the patient.

• Collections team will review these accounts to determine if they qualify for TSI and will note large past-due balances.

2. TSINEW (with a balance)

• If the TSINEW status appears on an account with a balance, you should collect payment.

• If the payment is partial, notify billing.

• If the patient wants a payment plan, refer them to billing.

3. TSINEW (with no balance)

• If TSINEW appears on an account with no balance (zeros), this account is in hard collections.

• The patient must be referred to the billing office to make a payment before being seen.

• Billing must handle these cases because adjustments must be removed before posting any payment.