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Lesson 10: Counter Collection (Payment Modes (Credit Cards, NETS, Cash…
Lesson 10: Counter Collection
Payment Modes
Credit Cards
NETS
Cash Card
Cheque
Cash
Shortages
Every cent collected is banked into hospital account
Fraud or negligence could be detected with counter collection mode
Shortage is recorded = topped up on the same day and banked in together with the current day's collection
Cashier or collection 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.
Excess
Cash collection should be banked in together with current day's collection
Cashier/Collection staff should indicate on the counter discrepancies form the excess collection amount and an explanation resulting in the excess collection
Credit Card Collection
Cashier/Collection staff is required to print the detailed and batch settlement reports from credit card terminal
Supervisor/leader has to ensure that sales slips are duly signed by cardholder and collated according to the detailed report
Void sales slips must be submitted to Business Office
Missing credit card slips, leader/supervisor must identify the patient's bill details and make an indication on the close counter statement
NETS Collection
Required to print the batch settlement report from the NETS terminals
Ensure NETS slips are collated according to the Batch Settlement Report
Total count and amount of NETS slips = Batch Settlement Report
Void NETS slips must be submitted to Business Office
Missing NETS slips, supervisor/leader must identify the patient's bill details and make an indication on the close counter statement
Cancellation of Receipt
Cancellation of receipt must properly recorded in the cancellation of receipt form to be attached to the close counter statement
Clinic/Location Manager will need to verify before submitting to the Business Office
Fraud may take place - staff saying there is a cancellation of receipt when actually money is taken by the staff
Front-end Refund
Over-charging of bill amount (excess) and refund is due, cashier/collection staff may process an upfront cash refund if the customer requires the refund
immediately
Invoice and SAP refund form required to be printed out for patient to acknowledge the cash refund by signing on the SAP refund form
Back-end Refund
Refund arising after over-charging of patient at counters after customer has left vicinity of the healthcare institutions, refund is initiated through the Refund Request Form
Handover Confirmation
Perform the Handover function by generating the Handover Confirmation Report from Billing System on daily basis
Reconcile the close counter statement/summary reports to the handover confirmation report, ensuring the discrepancies are clearly explained and adjusted
Print out the necessary reports
Close Counter Statement
Vendor Trust Receipts (White Copy)
Detailed Reports (for credit cards transations)
Batch Settlement Reports (for credit card and NETS transactions)
Credit card sales and NETS slips
Others (Refund request form, counter discrepancies form, cancellation of receipt form/payment collect report (if any), bill cancellation report)
Vendor Trust Receipts
1st Copy (white) submitted to Business Office
2nd Copy (Pink) submitted to Vendor
3rd Copy (blue) retained in the Trust Receipt Book
Cheque Deposits
Prepare bank in slips
enclose the cheques and bank-in slips with cash collected in the same serialized vendor tamper evident bag
Check amount and total amount of cash
Required Information (staff name, vendor tamper, evident bag number) must be clearly stated
Deposit of cash at designated points
Deposited at designated safe locations within the hospital
Record book is maintained at the safe premise and basic information is required to be recorded:
Signature of witness
Name of staff depositing the bag
Amount contained in bag
Tamper Evident Bag No
Cash Float
Cash given to the cashier at the beginning of the day or session to provide change to be given to customers