What to expect, 4 of 7Read this when your first Monday email arrives.
Your Monday email, explained.
What each section means, what bold means, how to reply, and where the same information lives in the portal.
Every Monday, after we review your account over the weekend, you get one email. It is the weekly summary of everything we are doing for you and the usual place we ask for decisions; anything time-sensitive, like a contract with a deadline, we email separately when it comes up. Reply to it and the right person picks it up; you never need a ticket number.
In a group, each clinician gets their own Monday email and the owner is copied on all of them. The portal shows the same information summarized across the practice, by clinician, with previous weeks kept. It updates as we work, usually ahead of the email; a document you sent today may take a day to show.
The sections
Credentialing updates
What is in it: Each application and where it stands: submitted, payer confirmed receipt, pending, info needed, approved with effective date, waitlisted, or blocked and what unblocks it. Direct deposit and ERA enrollments show here too.
What to do: Nothing, unless a line says we need a signature, a login, or a document from you.
On our radar
What is in it: Claims we are actively working: denials and why, reprocessing with the payer’s turnaround, secondary claims waiting on the primary, stale claims we escalated, and clients whose insurance came back inactive or out of network.
What to do: Answer any question in the line (a new card, self-pay or out-of-network for a client, records a payer asked for). The rest is ours.
Outstanding balances
What is in it: Clients who owe money, with the reason: card declined, no card on file, deductible, benefit estimate off, no-show fee. Bold means it grew or needs a decision.
What to do: Small balances we usually just charge. For bold ones, tell us: charge the card, set up a payment plan, write off, or you will talk to the client.
Outstanding credits
What is in it: Clients we owe money, with why: payer paid more than estimated, a card charged before the EOB arrived, a duplicate payment.
What to do: Default is applying the credit to the next session. Say refund if you would rather refund.
Needs you
What is in it: The short list of things only you can do this week, pulled from the sections above.
What to do: Do these first. Each one is something a payer or a claim is waiting on.
How to read it in two minutes
- Start with Needs you. If it is empty, nothing is waiting on you.
- Bold in a balance or credit line means it changed or we are asking for a decision; the line says which.
- A payer turnaround in a line ("30 business days") is the payer’s own stated window, not ours. We re-check when it passes.
- A client code (for example BKEE) stands in for the client’s name so the email is not full of names. It is still health information: forward it only to people in your practice who need it.
- A line that says "before your start date" is a balance from sessions your previous biller or you handled; we are reporting it, not working it, unless you ask.
Replying
- How do I answer several items?
- Reply once with a line per item, in any order. "JMCC: charge the card. BWHE: keep paused until the 7th. COHL: refund." George applies them and confirms.
- Something is urgent.
- Put URGENT in the subject of any email to us and it goes to the top. Replies average about three hours, including evenings (we work on US Central time); that is an average, not a guarantee. Billing is rarely an emergency, but a client in your office right now with a coverage question is a fair use. If something urgent has gone unanswered for a few hours, send it again with URGENT.
- I did not get a Monday email.
- Check spam first. If your intake is not complete yet, Monday emails have not started. Otherwise reply to any earlier email and we will resend.
- Can I get it less often, or more?
- Weekly is the cadence. The portal updates as we work if you want to look between Mondays.