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Sometimes an HMO rejects a line for good. A write-off closes what it will not pay so the claim stops showing as owed. It is permanent, it needs a reason, and it is recorded against the person who made it.

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Write off a balance

1

Open the claim's balance

On HMO receivables, select View claims for the insurer, then Write off beside the claim. You can also choose Write off balance from a claim’s Actions menu.
2

Enter the amount and the reason

Amount to write off starts at what is owed; you can write off less. Reason is required — say why it will not be collected.
3

Confirm

Select Write off. You are told Written off and the balance is reduced at once — unless your hospital asks for a second person to approve it, below.
You cannot write off more than the insurer owes. A claim with a write-off already waiting for approval cannot take a payment or another write-off until it is decided.

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Ask for a second approval above an amount

By default the person who may write off a balance does it on their own. To make larger ones wait for someone else, an owner or manager opens Approving write-offs on HMO receivables, switches on Require a second person for larger write-offs and sets Needs approval above. A write-off up to that amount still applies at once; above it, the button reads Send for approval. A waiting write-off changes nothing on the claim. It appears under Write-offs as Waiting for approval. A person who may approve it, and who is not the person who asked, sees Approve and Refuse:
  • Approve applies the write-off. It cannot be undone. If the claim’s balance has changed since the request, you are told and the request must be refused and asked again.
  • Refuse leaves the claim as it was.
You can add a note to either.

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Who can do this

Both permissions are off for everyone else until an owner switches them on for a person in their Permissions sheet. The person who asks can never be the person who approves.

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Check it worked

  • The claim reads Paid or Part paid with the written-off amount no longer owed — or Written off if nothing was paid.
  • Under Write-offs, the request reads Written off, with your reason.

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Common issues

You may not have the permission, or the claim is not submitted, is denied or is already settled.
It is waiting for a second person to approve it. It will show Waiting for approval under Write-offs.
A different person must approve it. Ask another owner, manager or person who has been given Approve HMO write-offs.