Data Collection Workflows: Avoiding Inconsistent Visit Counts

In this article, we tackle two common questions that occur when comparing your Analytics and RevFlow data. 

  1. Why do my visit counts in WebPT Analytics differ from those in RevFlow?
  2. Why do my visit counts differ from the Scheduled Visits report, Patient Notes or Notes by Clinic report?

Why do my visit counts in WebPT Analytics differ from those in RevFlow?

There are several reasons why your visit count in RevFlow may differ from the visit counts in the WebPT EMR/Analytics. 

  • NORCM: One common reason is the use of the NORCM code on the documented visits in the WebPT EMR. 
  • Inactivating Patients: Another reason may be that one or more patients have been marked as inactive in the WebPT EMR. Patients that have active charges cannot be marked inactive inside WebPT Billing. As a result, when a patient is marked as inactive and the patient has active charges, this will cause a discrepancy between the WebPT Billing and EMR reporting. 
  • Quick Add Patients: Patients added using the Quick Add functionality in the WebPT EMR do not have complete patient records and will get stuck on the WebPT Integration Rejection Summary report. This means the patient and all related charges won’t be reflected in RevFlow until the patient’s record is complete.
  • Patients Created in RevFlow: Patient’s created directly in RevFlow for the purpose of adding charges manually will not flow into the WebPT EMR.

Note: If you are looking at data prior to May 2020, unprocessed addendums will also result in visit discrepancies. 

NORCM Impact on Analytics

The NORCM code is added to the patient note when the provider doesn’t want RevFlow to process the charges, a common example of this is for a self-pay service. This code allows the note to be finalized and work like any other finalized note within the EMR, however, the note will not flow into RevFlow. 

Using the NORCM Custom CPT code does not impact WebPT EMR reporting. Visit counts in the EMR do include finalized notes with the NORCM custom CPT Code. While these NORCM notes are included in the EMR reporting, they are not processed through the billing integration and therefore not available in the RevFlow reports. Since the NORCM visits are counted in the EMR and not counted in RevFlow reporting, your visit counts won’t be the same between the two systems if using this code. 

To locate the number of visits where the NORCM code was used, follow these steps:

  1. In Analytics, open the Billed Units report. 
  2. Filter by the NORCM CPT Code.
  3. Click on the CPT Code header, select Aggregate, then Count. 
  4. The number that appears is the total number of notes(visits) where the NORCM code was used.

Inactivating Patients

Often, Members use the Inactive patient status, instead of the recommended Discharged status in the WebPT EMR to cleanup unwanted or unneeded patient information. However, because patients cannot be inactivated in RevFlow and WebPT Analytics does not include inactive patient data, there will be a disparity between the two systems in all financial reporting for patient’s marked as inactive that have charges or payments tied to their account. Click here to learn more about inactivating patients and the safeguards we’ve put in place to protect your data. 

Quick Add Patients

Often, a patient will be Quick Added by the front desk to get them scheduled for an appointment prior to collecting all their patient information. However, finalizing the patient’s note before completing their record causes an Integration Exception. This means the patient and note are not reflected in RevFlow. 

The visit will still be recorded in the WebPT EMR productivity reporting. However, since the finalized note was missing the required information, it will not successfully be processed on the billing side. This will result in a visit discrepancy across the two systems, and delays charges from billing.

Patients Created in RevFlow

If a billing user wants to manually enter charges for a patient that does not exist in RevFlow, they may create a new patient or create a dummy patient within the billing system. Patient records do not flow from RevFlow to the WebPT EMR and therefore these records will not be displayed in the EMR productivity reporting but will appear in RevFlow.

Why do my visit counts differ from the Scheduled Visits, Patient Notes, or Notes by Clinic reports?

Delays in Note Finalization

The most common reason why the Scheduled Visits report and note-based visit reporting (patient notes/notes by clinic) will not match is due to delays in note finalization. It is common for some providers to finalize patient notes 1 to 3 days after a scheduled encounter has occurred. Therefore, when you attempt to reconcile visit counts from the scheduled appointment vs. finalized notes, it is important to account for timing and delays associated with providers finalizing their notes. Click here to learn more. 

Incorrect Discharge Workflows

A less common reason for visit counts not matching between Patient Notes and the Notes by Clinic report results from practicing incorrect patient discharge workflows.

This typically occurs when the provider does not understand how to make a Discharge Summary note not billable. Instead of using a Quick Discharge note, or the Do Not Bill checkbox on the Discharge Summary, the provider will remove the note. 

When patients are incorrectly discharged by removing the patient note, the Patient Notes report doesn’t have a record of the discharged patient note. However, the Notes by Clinic actually shows the number of discharges in the visit count breakdown. This results in a discrepancy between these two reports as there is no patient note on the Patient Notes report for the Discharge displayed on the Notes by Clinic report.