This is eye-opening, Sharon. Thanks for sharing your experience. I plan to request a demonstration whereby our office can actual run through some mock charge posting and report running. I hate investing $$ into our current software (which is not innovating new features), but I may have to!
Charge posting is pretty smooth for us, but payment posting is a mixed bag. For electronic payments from primary insurance, no problem, but if the
electronic payment is from a secondary, it will try to back adjust everything, leaving the patient owing hundreds of dollars. You can override that, but again, when I called, I was told "feature request". I finally figured it out myself. When you're looking at the transaction from the secondary to approve it, you wipe out the allowed amount, wipe out the adjusted amount, click in the payment field (where the payment amount is already showing correctly), then hit tab. Then it will just apply the payment and not try to back adjust everything. Once I finally figured it out, it's no big deal. But it was no end of frustrating until then. Here is what I mean:
I would ask them to show you how to run a report with just one particular patient's payments, in a list (and if they can, heck, come back and tell me where they hid this feature, because they tell me it cannot be done without going to the excel add-in).
And ask them to show you how to print a ledger for a single patient, showing the payments posted with detail, like this:
5/1/2020 99205, New Patient..................................................... $500.00
......................5/15/2020 Payment by Anthem ch 123456...................... -125.00
......................5/15/2020 Adjustment by Anthem ch 123456................ -300.00
..................................Balance due from patient.......................................................................$75.00
5/19/2020 99212, Establ Patient..................................................... $200.00
......................6/15/2020 Payment by Anthem ch 123457...................... -50.00
......................6/15/2020 Adjustment by Anthem ch 123457................ -100.00
..................................Balance due from patient.......................................................................$50.00
Total Patient Balance.................................................................................................................$125.00
They will likely tell you they can't do it, and it will look like this, which is okay if that is what you want, but not okay when you need to send a detailed ledger to a patient, or to their attorney, or whatever the case may be:
Anyway, I could go on about this forever (as if you couldn't tell already!).