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Unallocated funds "solution" is unacceptable.

Comments

19 comments

  • Michael Troy, LCSW

    This is not a solution, it is a terrible bug in your software. It is leading to patients receiving incorrect notices about money owed, and then ruptures that need valuable session time to repair. PLEASe restore the old version of invoicing and payments.

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  • Ginny Reneau

    I believe the fundamental error stems from SP trying to adapt the new billing experience to their existing invoicing model. Rather than trying to navigate all of these individual invoices and allocate payments (which you can’t do unless you delete and recreate the invoice) the obvious solution was to overhaul the system and let you apply payments toward individual appointments and each invoice would have respective lines stating previous balance, interim payments, and new charges. The previous invoicing model (and many other aspects of SP’s client billing function) were and remain deeply flawed. Clients are confused by the invoices they receive which often contain misleading information resulting in balance disputes.

    As the billing admin for an LCSW, this entire rollout has been a train wreck and has caused significant delays in processing client payments and generating correct invoices. I am hoping that SP recognizes that this update was a total flop and takes customer feedback seriously when they go back to the drawing board. I have received similarly vague and unhelpful answers from support recently that have left me speechless. (One such response was to ask if I had tried the “fix” that I was SPECIFICALLY asking to avoid.)

    I’m less and less hopeful that SP is going to turn things around, but I believe that if enough people voice how close they are to leaving SP due to recent changes and lack of help, maybe the financial motivation may spur action.

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  • Linda Dunphy

    It seems that others are having the same issues that I am having - I have counted on my SP billing to be accurate and fairly intuitive - it is neither at this point.  

     

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  • Catherine Eisenhower

    this is a nightmare. It's bad enough when billing is going smoothly, but if there are any hiccups with a client that we have to go back and fix, it's impossible. i have no idea why I still use SP and am seriously reconsidering. i don't even use it for the notes, so that makes it even more ridiculous that i would continue with my subscription.

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  • Kerry Ragain, PhD

    I just want to add to the discourse here. I've been using Simple Practice for years as well, and this "fund allocation" or whatever it's called is truly a nightmare. It's created so many problem in my billing practices that I can't explain to patients, it's become an unacceptable problem with no solution in sight. I have tried to contact SP representatives for help –which is terribly time consuming because you have to exchange emails and schedule something in my already jam-packed day– but there seem to be so many iterations of problems with "unallocated funds" under patient accounts, I can't get on top of it. I never had any problems whatsover with billing until SP made this change. I would change platforms, but I can't "allocate" the time required for that investment.

    SP, if you're reading this, can you simplify the "unallocated funds" feature into something that is more user friendly?

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  • Marhya Kelsch

    I am feeling stressed about this! I accept medicare and the secondary coverage comes as a check with multiple patients/sessions assigned to the check. In input the check in the insurance payments area, allocate the funds to the appropriate session/ patient and everything looks like sunshine. Until I open a patient chart and the payment I just put in is "unallocated" and when I try to allocate from the patients chart it well is a hot mess. It shouldn't be this hard nor this redundant. I find myself blocked in trying to correct it because everything is wrong when I got the allocate payments button- it is the wrong dollar amount- for example one case has 126.25 unallocated- I go to allocate and it only shows 101 credit?, I forget in my flustered state what sessions I was doing. its too much.

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  • Todd Avellar

    Yes to Marhya's concern. We are having the same problem. This needs to be addressed ASAP

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  • Marhya Kelsch

    I spoke with a tech support person in billing last week, they were kind when I was in a space of deep frustration. The part that was not helpful for me was for the agent to say something along the lines of - because you are not very tech savvy I can see why this easy process does not make sense to you. Based on the number of complaints and feedback on here I beg to differ.

    The summation of what I was told is that when a patient has a secondary insurance- there is no way to denote that payment is due from the secondary insurance therefore it looks to be due by the patient. When you input the secondary insurance payment and zero out the patients amount due in the add insurance payment screen, the prior invoices are not updated to reflect the new info so it now appears to the system that the patient has a balance that has not been attributed to anything. or some clunky thing like that. I was recommended to track everything I put in the insurance payments (I suppose on a piece of paper because there system cant track what I input) and cross reference it into the patients chart as a payment allocation. The issue that is still at hand is that simple practice lumps sessions in invoices at a different cadence than insurance pays. for example one invoice I could select to allocate payment might be 3 sessions and insurance has only paid one of those sessions.

    This needs to be improved. One fix might be fore me to be able to allocate credits to invoices on the insurance billing page? Or for invoices to update based on the payments input? There is no reason for these systems to no work in harmony.

     

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  • Brittany Burke, LMFT #93581

    I would just like to add that I am currently in a billing tizzy for all of the reasons already listed above. I have clients in my system that show they have outstanding balances when they have been paid in full. I luckily keep my own financial records in an excel spreadsheet so I am able to keep track. This needs to be more streamlined, as it is very inefficient and confusing. 

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  • Crystal Herring

    I am so glad I am not the only one!!  This billing update has been the most un-simple thing SIMPLE practice has ever done.  I currently have a client with multiple unallocated amounts, both positive and negative.  This happened because the card on file was charged erroneously and then immediately refunded, both with Stripe.  But, because there is not an invoice, the original charge shows as refunded...but the refund went in as a "negative unallocated amount".  But, there is NO INVOICE to allocate it to.  This has created a trickle-down issue somehow that every invoice since then, even though they have been paid, shows as unallocated amounts.  

    The support billing specialist's "fix" is that I need to allocate the NEGATIVE amount to all the smaller, already paid invoices.  THEN, I will have to go back into each invoice and allocate the credit that will supposedly appear (they say) by allocating a negative amount to an already paid invoice.   HOW DOES THIS MAKE SENSE??  My accountant is dumbfounded and she has a degree in this stuff. The very premise of SIMPLE practice is that a provider with no accounting background could conceivably do this by themselves.  If it doesn't even make sense to someone who has a degree in accounting...how is supposed to make sense to us providers.  

    SIMPLE PRACTICE....FIX IT. Its unacceptable. Your community support posts should not be filled with similar complaints!! 

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  • Catherine Eisenhower

    This is all really terrible. What SP doesn't seem to understand is that this type of billing dysfunction has clinical implications when we are mired with our clients in a billing mess. It creates distrust and questions of our competence as clinicians because money is part of our relationships with our clients. I also wonder how CMS would see these "accounting procedures"? Surely they have requirements for clarity in our accounting systems to ensure legality and sound accounting practices, which are difficult to demonstrate when our billing is in chaos due to SP's problems. I could easily see a class action lawsuit about this if it doesn't get fixed pretty quickly because it's actually damaging treatments in ways that I describe above as well as making it impossible to demonstrate ethical accounting practices when providers get audited.

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  • Leah Bloomberg

    I cannot even allocate a client credit properly. I keep my own records, so when her claim came in and I had to refund her, I did. Well, now that I refunded her the correct amount, I have no way to allocate the refund as she is done with services! So now I have TWO unallocated amounts. The $97.86 she overpaid, and the -$97.86 I refunded her. No matter what I try, I cannot create an invoice to balance this.

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  • Meghan Pearson

    I just want to piggyback off of these comments because I now have a negative unallocated amount due to a refund that was given for an appointment that was cancelled and the claim was voided.  I do not have an invoice to allocate the negative amount to (what the system wants me to do) because the appointment no longer exists as it was cancel and the claim was voided.  What am I supposed to do here?  This new unallocated system is seriously ridiculous!!! 

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  • Linda Dunphy

    I am very curious  - I have been notified regularly of others having the same issue - is SP planning on changing / debugging this feature?  I had NO issues with keeping my billing accurate prior to this 'update' - and now it is a mess.  I had almost convinced some of my colleauges to move into billing through SP and now I can't - I used to say "it is so easy" "it is intuitive" - "If I can do it anyone can". I can no longer make these claims and am considering other options if a fix is not offered soon.

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  • Michael Troy, LCSW

    I have asked Simple Practice for feedback about their efforts to resolve the MESS they've created with the billing update a number of times. Yesterday I received an update from someone that says they are working on a fix but can provide no estimate of when it might be rolled out, and that it could be a while. Each time I reach out for an update, they say the same thing: we should be coming up with solutions to the problem and giving suggestions in the forum. I find that response very frustrating given that we don't need a creative solution, we just need a rollback to the old system that actually worked so well I never had any billing issue at all until the update. After they've let this much time elapse with such a faulty system, I am not optimistic that they are going to do anything effective with regard to a solution. It is somewhat surprising that no one from Simple Practice even replies to these public comments.

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  • Sarah M. Hasker, Psy.D.

    This issue has been tremendously frustrating and confusing. This has made me consider switching platforms all together. In addition, it is also very frustrating to not be able to easily call for assistance. The classes may be great and useful, but they don't always address specific concerns such as the bug related to unallocated funds. Please make an easily accessible call center to assist your clinicians who do not have the time to go digging through help center resources and classes. 

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  • Lauri Shedd, LCSW

    Yep.  All of this.  I had an issue come up today with a refund.  Returning to the community to figure out how to fix it (from 08/2022) and all I'm finding is more foks completely frustrated with this bizarrely complicated thing that I never had problems with in the past.  

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  • Christi Hancock

    I agree. This is overly complicated and frankly does not make sense. This is causing a lot of unnecessary headaches, time, and confusion. Please reverse this "update".

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  • Emma Taggart

    I don't see how this "solution" could ever rationally be considered a normal way for software to function. Every time I need to do a refund, all of the patient's billing gets completely messed up. There should be no reason that refunding a payment causes the patient to have both positive and negative credit. It is messing up our bookkeeping and SP needs to change the way this "works" ASAP. PLEASE.

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