What is Event-based paper statement suppression?
For eligible patients, Flywire holds paper statement delivery, enabling patients and guarantors to take financial action through email or text engagements. If no action is taken during this period, Flywire will proceed in delivering the paper statement to the patient.
Eligibility
In order for a guarantor to be eligible for paper statement suppression, they must meet the following requirements:
- At least 1 email OR phone number associated with the Guarantor is subscribed to Bill Reminders
- No Payment Plan is active on the account
- No Financed Payment Plan is active on the account
- Account is not paperless
How it works
- Flywire generates a PDF of guarantor’s statement when it's time for delivery, but delays sending it for the configured hold length.
- Paper statement delivery is delayed for the configured hold period (between 4-7 days)
- Guarantor takes financial action (i.e. makes a partial payment, full payment or enrolls in a payment plan) within the hold period.
- Flywire suppresses the delivery of the paper statement.
If the guarantor takes no financial action within the hold period, Flywire will deliver the paper statement as normal.
What is considered "taking financial action"? When a guarantor makes a partial or full payment, or enroll in a payment plan in the Staff Experience or Patient Experience.
Frequently Asked Questions
Q: Where can staff users access and verify whether Flywire has suppressed a patient's paper statement?
A: Staff users can confirm the suppression of paper statements in various locations within the Staff Experience:
- The Back Office Communication Log tab
- To make it easier to see details about specific patient accounts, the Back Office Communication tab will add a row when a statement is put on hold. If the statement is sent at the end of the holding period, there will be a row confirming its delivery. But if the statement is not sent after the holding period, no new rows will be added.
- The Accounts Page Statement Events Tab (New!)
- Staff users can also view all Paper Events under the Statement Events tab on the Accounts Page.
- Includes fields such as: Date, Address, Details, and Events (i.e. “Ineligible for Hold”, “Added to Holding Period”, “Statement Suppressed - Financial Action Taken”, “Hold Period End”)
Staff users can access information on paper statement suppression in the following Back Office reports:
- New - Event Driven Paper Suppression Report:
- Provides full visibility into paper suppressions.
- Report includes “Date/Time”, “ Guarantor Account Number”, “Paper Event”
- Paper Events are defined as “Ineligible for Hold”, “Added to Holding Period”, “Statement Suppressed - Financial Action Taken”, “Hold Period End”.
- All information surfaced in the Event Driven Paper Suppression Report can be converted into a scheduled report via the OPT process which runs daily to share all the paper events. For Epic clients, this will be a Notes file.
- Paper Statement Summary Report
- Statements that are on hold can be viewed under the “In Holding” column.
- Suppressed statements from this enhancement can be viewed under the “Suppressed” column.
- Scheduled Reports
- The Event Driven Paper Suppression Report can be converted into a scheduled daily report using the OPT process. This report will include all paper-related events.
- For providers on Epic, this information is shared as a Notes file.
Note: Statements that are placed on hold will not be included in the Communication Report. There will be no alterations made to the Communication Report.
Q: Are patients’ subscriptions to paperless billing impacted by Intelligent Suppression?
A: No, the suppression of paper statements by Intelligent Suppression has no impact on a patient or guarantor’s subscription to paperless billing.
Q: What if a patient’s balance is adjusted during the hold period?
A: Flywire generates the PDF statement at the beginning of the hold period. If a balance adjustment is made after the PDF is generated and prior to the hold period ending, the statement delivered will not include the adjusted balance.
Q: What if an email or text bounces during the hold period?
A: If an email or text that is sent to a patient bounces, Flywire will trigger the delivery of the statement. The statement will be delivered at the end of the hold period (assuming no financial action has been taken)
Q: What if a patient makes a payment outside of the Flywire platform?
A: At this time, payments made outside of the Flywire platform (also known as “off-platform", e.g. Epic MyChart Payments) are not included in the financial action logic and will not trigger the hold or suppression of a paper statement.