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The Customer role in Rosemark is used to designate a person or organization that is responsible for the bills related to a service. Agency billing routines vary and how you use the customer role will largely depending on your specific billing situation. For most agencies the general use case involves setting the customer up on initial client setup and then occasional touch if the billing situation changes.
Customers for Medicaid and VA Clients
Every agency has unique billing routines but many Medicaid and VA agencies do not set up a customer for their Medicaid or VA services, this is especially true for states with a Medicaid integration. Because there is only one customer possible (The Department of Veteran Affairs or the State Medicaid Office) there is no need to setup a client because it is assumed.
Adding a Customer
To add a customer begin by selecting the service on the client's profile and click the View Service button. This will open up the Service window. From the Service window we can see the Payment Obligation section. Click the Add PO button to add a customer to the service.
Once the Add PO button has been click the system will add an empty customer profile. The Payment Obligation window will open and you will have the option to add, change, or remove the customer. If the client is the person paying for their service click the Same as Client button.
Navigating to the Payment Obligation
If you need to update an existing payment obligation you can view the Payment Obligation window by clicking the View PO button.
If the Customer is someone other than the client click the Set Customer button. This will pull up the search function where you can enter the name of the Customer. If the Customer is already in the system you can Select the profile or if they are not you can always create a new profile.
Duplicate Customer Profiles
One of the most common errors in Rosemark is duplicate profiles. If your agency syncs with QuickBooks ensuring you have the correct customer profile selected is important. If you are adding an existing profile as the customer make sure you click the Select option instead of the Create New Profile option.
Once a Customer has been added to the Payment Obligation it will be visible on the View Service window.
The Service Window will show the complete billing history for a client, including if there has been a change of Customer. By adding a new payment obligation we have the option to change the customer and the covering dates.
Covering Dates
Every payment obligtation has a start and end date indicating the coverage period. Simiilar to scheduling many agencies do not put an end date to the coverage period until they know the end date. This ensures that billing remains smooth until you need to discontinue the service or change the Customer.
Customers with Multiple Clients
Some Customers might pay for multiple client's services. By viewing the Customer profile you can see all Clients associated with that customer. For agencies using QuickBooks having a Customer paying for multiple clients is supported in both QuickBooks Enterprise as well as QuickBooks online. However, in Quickbooks Online when a Customer changes from one client to multiple it can create Hierarchy issues and cause problems with the sync. If you are not familiar with how to resolve these please reach out to the Customer Success team.
