Jane doesn’t allow insurers to pick up the balance from an appointment marked as “No Show” or “Late Cancellation” since most insurance companies and payers will refuse payment if the patient did not attend their appointment. But, in the case that the insurer or payer has agreed to pay for some or all no shows and late cancellations, there are a couple of workarounds you can use!
⬇️ Skip ahead to Late Cancellations
Products
This option has a few extra steps involved, but this is a great alternative if you don’t want to have two appointments booked on the same day for your patient.
To get started, you can head to the Settings tab and click on Products within the left sidebar menu.
Next, you’ll click on the blue New Product button and create a new product called “No Show”, “Late Cancellation”, or whatever language you’d prefer.
You’ll want to set the Amount to $0.00, keeping in mind that we’ll edit this amount later to reflect the actual cost being billed to the third party or insurer.
You can select Treatment Income as your income category (or if you’ve customized your income categories, whichever would be most appropriate).
At the time of the no-show, you can mark the appointment as No Show, selecting the No Charge option.
For late cancellations, you’ll want to ensure you’re marking it as Late Cancellation with no fee.
If you haven’t set up a late cancellation with no charge associated with it, a staff member with Full Access can head over to the Settings tab, click on Fees within the left sidebar menu and then click on the New Fee button in the top right.
You can check out our Late Cancellations guide for more details on how to set these fees up.
Next, you’ll want to head over to the Patient’s Profile, and click on the Billing tab. From there, you can generate a product invoice by clicking on the blue New Purchase button.
Note📝: If you are billing this No Show or Late Cancellation through an integrated insurer, check out this guide doc on Billing to Insurers without an Appointment that walks through the process in a bit more detail.
Make sure to hit the blue Save button when completing the product sale, so we can go back in and add the policy. You can click on the word View for the no show or late cancellation product invoice and attach the policy.
To do this, scroll down to the Insurance area and click on the Add Policy button. From there, you’ll be able to select the policy you’ve set up for the patient.
Within the Eligible Amount field, enter the total amount you’d like to bill to the insurer for the No Show or Late Cancellation.
This invoice is now ready to be submitted just the same as any insurer invoice. You can forward the invoice for payment to the company that has agreed to pay for this charge!
Double Booking or Booking an Appointment
You can double book a fresh appointment beside the original “No Show” appointment, attaching the payer to that visit instead.
First, you’ll want to click on the original appointment and mark it as “No Show” normally choosing the “No Charge” option. Then you can click Copy and hit the D key on your keyboard to open a column to place that copy into:
If you’re not seeing that column appear when hitting the D key, head over to the Settings tab > Schedule Settings to ensure that double booking is enabled (note that this will not allow patients to double book themselves).
Once you’ve booked that in, you’ll want to ensure that the payer/insurance policy is attached to the second booking. Your schedule will look something like this:
Since late cancellations disappear from the Schedule, you can book another appointment in that empty slot. If you don’t remember the exact time of the appointment, you can toggle on the Cancelled filter by clicking on the cogwheel icon in the bottom right.
Late Cancellations
For late cancellations, you might notice that the appointment disappears from the Schedule. You’ll first want to ensure that the initial late cancellation fee is removed so that the invoice has a $0 balance.
To remove a late cancellation fee, you’ll want to view the cancelled appointment on the schedule, and from there, you can uncancel the appointment.
With the appointment now uncancelled, you can either create and apply a new Late Cancellation Fee and set it to $0 or use an Adjustment to override the appointment cost to $0.
Depending on your preference, you have the option of booking another appointment in the same slot as the late cancellation or selling a product to the patient to bill the fee to a third-party payer or insurer.
⬆️ Skip to Booking an Appointment
As always, if you have any additional questions or concerns, feel free to contact our support team 💙