Communications Related Reports

Click on a link below to learn more about a specific Communications related report!

• Blocked Accounts Report
• Communications Report
• Subscription Details Report

The Blocked Accounts Report

The Blocked Accounts Report creates a list of accounts that have been automatically detected and blocked by Flywire. Accounts are blocked to minimize risk of a potential PHI breach.

Flywire has unique logic that will block specific accounts from your EHR that are deemed suspicious. This will prevent them from being able to login to the Patient Experience or to receive engagement. 

For example, Flywire will automatically identify and block the account if there are 3 or more last names for the members and guarantors of an account. However, payments can still be collected on blocked accounts.

What are the fields in the report?

1. Account #
2. Guarantor(s)
3. Patient Name(s)
4. Status (Blocked by system/Blocked by staff/Unblocked by staff)
5. Updated at (Date and time the account was blocked or unblocked)

Who typically uses this report and why?

• User profile: Operations and Business Team Users
  • Why: To review, confirm, or unblock accounts flagged by Flywire’s automatic detection process.
  • How: Running the report on a normal cadence (weekly, monthly, etc.)
  • Helpful filters:Account Status filter = ‘Blocked by System’

How to run the Blocked Accounts Report

1. Log into the Staff Experience
2. Click the Reports tab
3. Select the Blocked Accounts report from the Report dropdown
4. Set your filters, such as Account Status
5. Click Run Report
6. Click View or Download to view the report in the Action section

How to confirm or unblock a ‘blocked’ account

For accounts that are blocked, staff can go to the individual account page and either confirm the account is correctly blocked or remove the blockage. 

1. Look up the account in the Staff Experience
2. Once the account is pulled up, click View Guarantor
3. Click ‘Unblock’ or ‘Confirm Blocking’ depending on the desired outcome

The Communications Report

The Communications Report gives users the ability to review all communications sent to guarantors for a given date range. This includes 'Communication type' options for Email, Paper Statement, and SMS (Text Messages).

What are the fields in the report?

1. Provider
2. Sent At (Date/Time)
3. Account #
4. Communication Type (Email/Paper Statement/SMS)
5. Balance (Account Balance)
6. Message (Examples: Payment reminders, Payment receipts, Auto pay failures, Dunning messages, etc.)

How to run the Communications Report

1. Log into the Staff Experience
2. Click the Reports tab
3. Select the Communications report from the Report dropdown
4. Set your filters, such as your date range
5. Click Run Report
6. Click View or Download to view the report in the Action section

The Subscription Details Report

The Subscription Details Report gives users a one-time snapshot of what accounts are currently subscribed to email, text, or paperless. This includes 'Subscription type' options for Email, Paperless, and SMS (Text Messages).

What are the fields in the report?

1. Facility
2. Guarantor ID
3. Address (Email Address/Mailing Address/Phone Number)
4. Subscription Date Time 
5. Source (Patient Experience/ Staff Office/ Crawler)
6. Subscription Status (Subscribed/Pending/Unsubscribed)

How to run the Subscription Details Report

1. Log into the Staff Experience
2. Click the Reports tab
3. Select the Subscription Details report from the Report dropdown
4. Set your filters
5. Click Run Report
6. Click View or Download to view the report in the Action section