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Lesson10: Counter Collection (Handover Confirmation (Supervisor/Leader…
Lesson10: Counter Collection
Introduction
Work involved in ensuring all collections (cash, cheques, NETS, Credit Card, EzLink, Cash card) transacted at the counters are accounted for
All collections are deposited in the designated bank accounts of the healthcare institutions
Ensure reconciliation and timely detection of discrepancies: staff must ensure that Close Counter is performed after the day's shift and the total collections received reconcile to the amounts in the Close Counter Statements
BRINKS and Certis Cisco are vendors providing transportation services of cash from the healthcare institution to the banks
Prior to printing close counter report: system needs cashier to enter amount collected (prevent fraud --> amount should reconcile with the total of the transacted amount captured in the system, which is not known until the report is printed)
Shortages
Important (ensures every cent collected is banked into the hospital account)
Fraud and negligence could be detected with counter collection mode
Occurs when actual collection in terms of cash and other modes is less than the amount stated in the system
Shortage recorded: has to be topped up on the same day and banked in together with the current day's collection
Any topups made highlighted by Business Office should be separated from current day's collection and must be handed over to Business Office staff for bank-in
Material shortages exceeding high amount ($100): staff may request to pay by instalment and Manager-in-charge should seek approval from the Business Office Manager or Executive
Excess
Excess cash should be banked-in together with the current day's collection
Staff should indicate on the Counter Discrepancies Form the excess collection amount and an explanation resulting in the excess collection
Collection
Credit card
Staff need to print the Detailed and Batch Settlement Reports from the credit card terminals
Supervisor/Leader has to ensure that the sales slips are duly signed by cardholder and are collated according to the Detailed Report
Total count and amount of approved sales slips must tally to both the Detailed and Batch Settlement Report
Void sales slips must be submitted to Business Office
If have missing credit card slips, Supervisor/Leader must identify the patient's bill details and make an indication on the Close Counter Statement
NETS
Staff are required to print the Batch Settlement Report from the NETS terminals
Supervisor/Leader has to ensure that the NETS slips are collated according to the Batch Settlement Report
Total count and amount of slips must tally with the Batch Settlement Report. Void slips must be submitted to Business Office
If missing NETS slips, Supervisor/Leader must identify the patient's bill details and make an indication on the Close Counter Statement
Cancellation
Has to be properly recorded in the Cancellation of Receipt Form to be attached to the Close Counter Statement
Clinic/Location Manager then verify before submitting to Business Office
Refund
Front-end
Over-charging or collection more than bill amount and refund is due: staff may process upfront cash refund if the customer requires the refund immediately
Correct invoice and SAP refund form is required to be printed out for the patient to acknowledge the cash refund by signing the SAP refund form
SAP refund document is to be enclosed with the daily Close Counter Statement and send to Clinic/Location Manager for verification and submission to the Business Office
Back-end
Refunds arising from over-charging of patient at the counters after customer has left vicinity of the healthcare institution, refund is initiated through the Refund Request Form
Supervisor/Executive/Manager in charge at the respective department must complete and sign the form before submitting to Business Office
Handover Confirmation
Supervisor/Leader shall perform Handover function by generating the Handover Confirmation Report from BIlling System on a daily basis
Reconcile the Counter Summary Report Statements to the Handover Confirmation Report (ensure that all discrepancies are clearly explained and adjusted where necessary)
Consolidated report indicating all counters that were opened for transactions (supervisors are able to detect unauthorised counter that were opened for transactions and discrepancies for the day)
Supervisors need to sign the report and retain a photocopy for department filing (5 years) before submitting the original set to Business Office on the next working day
Complete set of closing reports would include:
close counter statement
vendor trust receipts (white copy)
detailed reports (credit card transactions)
batch settlement reports (credit card and NETS transactions)
credit card sales and NETS slips
any other supporting documentation (refund request form, counter discrepancies form, cancellation of receipt form)
Handling of Physical Cash and Completion of Vendor's Trust Receipts
Staff required to write clearly on serialised Vendor Trust Receipt the amount of cash and check contained inside each tamper evident bag and duly initial on it
Vendor Trust Receipt has 3-ply:
1st (white): given to Business Office
2nd (pink): given to Vendor
3rd (blue): retained in the Trust Receipt book
Cheque deposits:
staff required to prepare Bank in Slip
may enclose cheques and the bank-in slip with the cash collected in the same serialised Vendor tamper evident bag
check amount and total amount of cash must be written on the tamper evident bag
required info (staff name, bag number, etc) must be clearly stated
Deposit of Cash at Designated points
collections deposited at safe locations within the hospital
record book is maintained at the safe premise (tamper evident bag number, amount contained in bag, name of staff depositing the bag, signature of witness)
Duties of staff in contact with vendor personnel
ensure identity of vendor officers are verified to their staff passes before handing over the collections
ensure checks are performed in his/her presence. Tamper evident bags are put into vendor's bag and sealed with hospital serial security tag
Security features of safe collection
ensure a camera records all staff and person who access the safe
ensure the camera angle is positioned to capture the face of the person opening the safe
safe should be located an enclosed room with a door secured with a lock
must not be located in an area with heavy human traffic. If the safe door is opened, and staff turns attention away from safe for a few seconds, no other person may gain access to safe contents
ensure the safe combination can be reset, as safe combination must be re-set when staff resigns
if safe is relatively moveable, must be bolted down to the floor
lights must be turned on at all times as the camera cannot capture images in the dark
Cash Float
cash given to the cashier at the beginning of the day or session to provide change to be given to customers
kept in the cashier till or drawer throughout the transaction or cashier work session
different amount in different denomination must be distributed to each cashier at the start of the session
cash float may be handed over to the cashier working the next shift after a proper handover process
ease of management: each staff should be given their personal float to administer, amount ranging from $100-$800, conduct spot checks to ensure that float is intact
at the end of the day or cashier session: department cash float should be deposited into different safe from the counter cash collections safe
Reconciliation
Bank
amount in handover confirmation report tallies with amount credited in bank: Business Office Assistant performs clearing to the Main Bank account on a regular basis
Business Office Assistant prepares Bank Reconciliation monthly (reviewed by Supervisor and Executive)
copy of it will be forwarded to the Finance Department for their retention
Handover reports
Business Office Assistant need to tally Handover Confirmation Report to the Vendor Trust Receipt and the amount credited to the bank account on a daily basis for cash payments
also need to tally Handover Confirmation Report to the bank statements of credit cards and NETS transactions
have discrepancy in the Handover Confirmation Report: Assistant will verify discrepancy against Close Counter Statement [after verify: adjustments posted in SAP system to clear off discrepancy]
shortage recorded: Assistant approach cashier staff to top-up amount
Some place requires top-up for shortages more than a specific amount
Counter Closing
General steps:
count and set aside float
count and total up day-end collections on hand according to mode of payment
enter the summary of total collections for the day and perform system counter closing
print the reports and reconcile with the day-end collections on hand
Counter Summary Report
Bill Cancellation Report
Payment Cancellation Report
for cash/cheques
Complete the 'Denomination Breakdown List' and place the collected amount into a envelope (Do not seal the envelope). Raise a 'Bank Deposit Slip' and attach it with the sealed envelope
for transaction receipts (NETS/Credit cards)
Attach the receipts onto the 'Counter Summary Report' according to payment mode
for documents (cancelled bill, refund request form)
attach the photocopies with the 'Counter Collection & AR Report'
tally the day-end transaction totals against the 'Counter Summary Report' for discrepancies
NO discrepancy found
cashier and designated senior staff to sign-off all the reports as record of checking performed
submit the collections and reports to Admin Office for Handover
Discrepancies PRESENT (shortage/excess):
cashier will
investigate and rectify the discrepancy
call any senior to verify the discrepancy
report/declare any unresolved discrepancies