Payment Plans and Recurring Payments

Our patients prepay our practice's fees at the time of service to circumvent Patient Collections entirely. We don't like tracking down Patient AR and patients can get stressed when receiving these messages. Instead and as a courtesy, we submit their claims on their behalf so they get reimbursed directly from their insurance carriers. It's been one of the biggest factors in our practice's success. However, DrChrono is severely lacking in supporting this workflow. The system only allows for "Accept Assignment" or "No Accept Assignment" at the Insurance Payer level. This does not allow for any nuance. Example One: We either have to accept assignment or not accept assignment for one of our services based on the Insurance Payer. All or Nothing. Example Two: a BCBS PPO plan we ARE in contract with is treated the same as BCBS plan we ARE NOT in contract with. Box 13, 14, 15, and 19 on a HCFA Claim can be adjusted at the patient-level in a patient's chart for this reason, but Box 27 (Accept Assignment or No Accept Assignment) is at the insurance-level? Even when adjusting the Box 27 designation at the insurance level, we've found out that this isnt reflected with the ClearingHouse for multiple days. We've had to deal will payments that should have gone to the practice go to the patient, and vice versa. We are desperate for better support for Courtesy Billing workflows.

Patients have so many login problems. It's very difficult and frustrating. You need to give explicit directions in what the password requirements are so they know what they need to do. Also, please let people message and attach multiple documents. If they can only attach one document... please make that clear in writing... so they know that... versus letting them think they successfully sent multiple documents.

Make cancellations more clear - instead of just showing "cancelled" in a small box in the appointments tab for a given patient, add visual cues to enforce that clearly. Strikethrough the entire appointment, or put the text for that appointment in red, or show the cancelled appointments in a separate "cancelled appointments" section or something.

We've been entering payment notes when we run a credit card. Things like what appointment the balance was for. We were just notified by a patient that those notes don't actually appear on the receipt that gets emailed to the patient. That seems like a pretty stupid oversight.

We have ten offices, each with their own fax numbers, and all ten fax numbers dump into the SAME fax queue, with no way to sort/filter by fax number. HOW? Why can't we filter at the top by fax number? This is crazy.

There used to be a screen that listed all the open help tickets, as well as the messages back and forth updating the ticket. When you got rid of it, you made it IMPOSSIBLE to keep track of ticket status. If we only had ONE ticket open at a time, then this terrible email back and forth system would be fine. We have 8 providers, and drchrono is glitchy, so we ALWAYS have multiple tickets going. It wastes every one's time to have to sort through all the stupid help ticket emails to track progress. Maybe I'm paranoid, but I really start to wonder if the change was intended to make it harder for us to realize HOW LONG IT TAKES for you to solve help tickets.

Macros could be personalized to an individual account so that we do not see other providers created macros. This is similar to the macro classification issue that all macros regardless of content i.e. ros, pe, plan, mdm etc all show up and the list is exhaustive. Dot phrases would be helpful to solve this problem rather than scrolling through to find the one we want to use. Also the ability to create a default macro that is used for each section like ROS and PE so that they do not have to be selected for every chart.

For practitioners who meet with patients regularly, or many times, it would be helpful to generate a consolidated single super bill that lists all of the appointment times and charges as well as the balance due. It would streamline the process for submitting to insurance companies and avoid patient having to print out dozens of pages and submit dozens of forms rather than a single form. Thank you!

The HIPAA signatures that have popped up under documents is intrusive and should be removed to a different section that is not shown by default.

In the onpatient iPad check-in, when they get the signature page after the Hipaa, often times the signature pad doesn't work. You have to press the X button and then it works. It's been like this for over a year. Are there any plans to fix it?? Also, after patients enter their address and they're done checking in, the iPad won't immediate recognize any address input. It'll look blank, but when you go back to that page, the address is there. We figured out that if you go through a bunch of the fields again and just add a space and then delete it, it'll finally recognize the address input. VEry annoying.