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Kareo Help Center

Patient Statement Troubleshooting

In Kareo Practice Management, you may sometimes experience a patient statement that either will not print or does not contain the correct information. Here are a few common issues that can prevent a statement from printing properly:

Printing Patient Statements

Ensure that the steps to patient statements are done properly.

  1. Visit article Patient Statements for instructions on how to print a patient statement.

Patient Statement Criteria

Ensure that the patient meets the criteria set.

  1. Click Encounter > Send Patient Statements.
  2. The criteria are set by default in Patient Statement Options.
  3. The patient will not be sent a patient statement if:
    1. The patient’s balance is less than the “with balance greater than” amount.
    2. The patient has received a statement within the criteria for “have not received a statement in the last __ days.”
    3. Or they have received equal or more statements than the criteria for “fewer than __ statements.”
  4. Change the criteria to include the patient statement needed by:
    1. Decreasing the balance amount.
    2. Decreasing the amount of days.
    3. Increasing the statement amounts.

Patient Responsibility

Ensure that the remaining balance on the claim has been transferred to patient responsibility.

  1. Click Encounter > Track Claim Status.
  2. Locate the encounter and open it.
  3. The Billed To column should say “Patient.”
  4. If it does not, double click on the claim to edit.
  5. Click Action > Transfer Partial Balance to Patient Responsibility.
  6. Enter amount into “Transfer Amount:”
  7. Click Apply.

Patient Case

Ensure that the patient case allows patient statements to be sent.

  1. Click Patients > Find Patients.
  2. Locate the patient record and open it.
  3. Click the Cases tab > Open case.
  4. “Send patient statements?” should be checked.

Unapplied payments

Ensure the patient does not have any unapplied balances.

  1. Click Patients > Find Patients.
  2. Locate the patient record and open it.
  3. Click the Account tab.
  4. “Unapplied pmts” should be $0.00.

Kareo will calculate all unapplied payment into the patient’s balance.  To apply the unapplied payment:

  1. Click Patients > Find Patients.
  2. Locate the patient record and open it.
  3. Click the Account tab.
  4. Change the “Show” drop down to “Recent Payment.”
  5. Double click on the payment.
  6. Then follow this article: Apply Payments from Patient or Other Payers.

Collection Category

Check which collection category the patient is in.

  1. Click Patients > Find Patients.
  2. Locate the patient record and open it.
  3. Click the Account tab.
  4. Collection Category should be set at “Current.”

If the Collection Category is different and needs to be changed to Current, follow the steps in this article: Patient Collection Category

If the Collection Category is set at "Collections" or "Custom Collection", it may not allow patient statements to be sent. To edit the setting, follow the steps in this article: Edit Collection Category

Payer Scenario

Ensure that the payer scenario in the patient case allows patient statements to be sent.

  1. Click Settings > Other List > Find Payer Scenario.
  2. Send patient statements? should be set at “Yes.”
  3. If it is set at “No”, double click on the payer scenario to edit.
  4. Check “Send patient statements?”
  5. Click Save.