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Billing No-Shows to Insurers

Jane doesn’t allow insurers to pick up the balance from an appointment marked as “No Show” 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, there are a couple of workarounds you can use!

Double Booking

Beside the original “No Show” appointment you can double book a fresh 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 Settings > 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 added attached to the second booking. Your schedule will look something like this:


This option has a few extra steps involved, but it would be the preferred option if you didn’t want to have two appointments booked on the same day for your patient.

To get started, you can head to Settings > Products and create a new product called “No Show”, “Late Cancellation”, or whatever language you’d prefer.

You can set the price to be $1.00 or whichever default amount makes most sense for you, keeping in mind that you can edit this amount later to reflect the actual cost being billed to the third party.

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” and select the “No Charge” option. Now, head to the patient’s profile and generate an invoice using the product you’ve created for a no-show appointment.

Here you can View the purchase you’ve created and attach the insurer to the product before you update the price. Under the Insurance area you’ll be able to add the insurance policy by clicking Add Policy and selecting the policy you have set up for the patient.

Now if you need to update the cost of the invoice, you can enter the amount billed into the Eligible Amount field within the policy:

Now the invoice will be ready to be submitted just the same as any insurer invoice and you can forward the invoice for payment to the company that has agreed to pay for this charge :)

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