I do not need a call from my SAM or eCW regarding this post, I am seeking experiences from other eCW users.
We have been facing an issue for the past 6+ months where some payments made via the Patient Portal are either coming into eCW either very late, or not at all. It’s sporadic in nature and unable to be easily reproduced with a test patient. We’ve seen cases where it takes a week to a month to reflect on the patient’s account balance. eCW has been unable to help us identify the missing payments, so we are stuck waiting until our patients inform us they still have a balance even after making a payment. We have also had to stop turning our delinquent accounts over to our collection agency, as we have had instances where patients made payments but still got turned over to collections due to the late reflection into eCW.
eCW released a patch for the Patient Portal, version 8.8.13.1, which was supposed to resolve this issue, and we took the patch the evening of Sunday 1/29/23. We were unable to test the patch due to the inability to have ePayments configured in our test environment, so we were forced to accept eCW’s promise this would resolve our issue. It did not resolve our issue, and I found out yesterday that there are numerous examples of this happening again.
Is your practice experiencing something similar? If so, how are you handling it? Any guidance or experience from anyone facing a similar issue would be much appreciated, as eCW has been unable to help us after months and months of trying.