REVENUE COLLECTION MANUAL

Document Owner: Sipho Mkhize (Customer and Sales Manager)

Authorised by: Lerato Sithole (Chief Operating Officer)

Authorisation Date: 18 January 2021

Review Date: 18 January 2021

Table of Contents
ACRONYMS AND ABBREVIATIONS.............................................................................................................3

DEFINITIONS:..............................................................................................................................................3

INTENT (Purpose of the document)...................................................................................................4

SCOPE AND LIMITATION......................................................................................................................4

The following stakeholders are both users and implementers of the Policy.................................4

RESPONSIBILITIES................................................................................................................................5

Responsibility of Receiving Referral Faculty.....................................................................................5

Responsibility of the Health Team......................................................................................................5

Responsibility of Client.........................................................................................................................5

PERFORMANCE REQUIREMENT (Process Flow)...........................................................................5

CASH......................................................................................................................................................5

CREDIT..................................................................................................................................................7

MEDICAL AID...........................................................................................................................................9

DOCUMENT AUTHORIZATION:.........................................................................................................10

AMENDMENT HISTORY......................................................................................................................11
ACRONYMS AND ABBREVIATIONS

NG National Government

PG Provincial Government

HMA Hospital and Management Administration

PR Performance Requirement

SL Scope and Limitation

CHW Community Health Workers

ROC Responsibility of Client

RRF Receiving of Referral Faculty

THP Traditional Health Practitioners

BCL Bank Confirmation Letter

CAF Credit Application Form

RL Referral Letter

AO Admissions Officer

EFT Electronic Funds Transfer

IQ Initial Quote

DEFINITIONS:
Community: a group of individuals or social unit that share the same space, values, interests,

identity, customs, or tradition. The group may also share a given geographical locations.

Customer: an individual or business that purchases goods or services from another company.
Customers drive revenues and make deals with other companies.

Hospital Discharge: an official release of a patient from hospital care by a medical care

worker or a physician. This process occurs after the patient has completed course of treatment

or no longer need to receive inpatient care.

Health Practitioners: a licensed physician who practices medicine, offers medical services to

patients, and prescribe medication.

Initial Quote: a written document with an offer from the provider (seller) to the customer

(buyer) about the purchase price of goods or services under specified conditions. The document

is given to the potential buyer so that the buyer can know how much the goods/services are

before they commit.

Referral Letter: a letter of communication between the primary care and secondary care. The

letter has detailed information and medical history of the patient to give the receiving doctor

to ensure a smooth transition of care.

Resources: a stock or supply of money, materials, staff, and other assets that can be drawn

on by a person or organization in order to function effectively.

INTENT (Purpose of the document)

The purpose of this document is to provide guidance to the customer and sales employees on
the onboarding and invoicing process of customers.

SCOPE AND LIMITATION

This document is a procedure which is applicable to all DM employees, with specific focus on
the customer and sales team.
ROLES & RESPONSIBILITIES
Personnel Activity

Receiving Referral Faculty o Receiving of the referral letters

Receiving referral personnel o Ensures all information has been

provided on the document
o Referral letter provided is not fake
o Customer’s diagnosis is within the
hospital’s capabilities

Customer Relations Clerk o Approves applications based on the

accuracy and completeness of the
documents:

Credit Manager o Credit limit checks to ensure that:

o Customers are not blacklisted, and
information is valid, accurate and
complete.
o The credit score of the customer is
stable

Invoice Clerk o Calculating and reconciling of

amounts on daily sheets, initial
quotes to ensure that all documents
are correctly recorded in order to
create an invoice

Accounts Manager o Approval and authorization of

invoices to be sent out to customers
PERFORMANCE REQUIREMENT (Process Flow)
CASH
The customer needs to log on to the website and insert important information such as name,
surname, email, and contact number.

The system needs to prove that the customer is not a robot.

An email sent to the customer to verify their email and then will be redirected to a new page.

The customer will be given a client ID and required to select the type of method of payment,
which will determine the documents the customer must upload:

● Copy ID

● Bank confirmation Letter

● Referral Letter

All upload fields are mandatory, and the customer will not be able to proceed if any of the
documents are missing.

The receiving referral personnel will inspect the referral letter to ensure all details (customer
name, contact details, care plan and prescription) have been included on the document.

All valid, accurate and complete referral letters are authorized by the Customer Relations Clerk,
and the application is then transferred to the credit manager.

Should any of the mandatory details be missing on the referral letter, the customer relations
clerk will send an email to the customer notifying them to get the relevant missing information
completed by their doctor.

The credit manager will view the Bank confirmation letter and ID copy to verify its authenticity by
performing a credit check with the relevant credit parties.

The credit manager immediately rejects customers who are blacklisted.

An initial quote is created by the customer relations clerk and sent via email to the customer
based on the type of service and care plan the client has been referred on.
The customer is required to send an acceptance email in order to be admitted into Digi
Medical’s care.

Once approved, the customer is required to pay an upfront consultation fee deposit via EFT
based on the care plan before he/she is admitted.

If the customer needs to change/update their medical information, he/she must email the
customer relations helpdesk (helpdesk@dm.co.za) the new information and reason for the
change.

The system requires both the customer relations clerk and Customer and Sales Manager to
authorize changes to medical information.

The Doctor in charge of the customer will notify the customer relations day before that the
customer will be discharged the following day.

The customer relations inform the invoice department of the customer who will be discharged.

A reconciliation is performed, the invoice clerk will confirm that the deposit was paid by the
customer based on the initial quote.

The invoice clerk will then confirm the actual number of days the customer spent using the daily
rate card/ admissions sheet.

The Accounts Manager authorizes the invoice and the remaining balance will then be invoiced
to the customer on the day they are discharged, and payment should be done within 48 hours.

CREDIT
The customer needs to log on to the website and insert important information such as name,
surname, email, and contact number.

The system needs to prove that the customer is not a robot.

An email sent to the customer to verify their email and then will be redirected to a new page.

The customer will be given a client ID and be required to select the type of method of payment,
which will determine the documents the customer must upload:

● Credit application form

 ● Copy of ID

● Referral Letter

All upload fields are a requirement and the customer will not be able to proceed if any of the
documents are missing.

The receiving referral personnel will inspect the referral letter to ensure all details (customer
name, contact details, care plan and prescription) have been included on the document.

All valid, accurate and complete referral letters are authorized, and the application is then
transferred to the credit manager.

Should there be any of the important details be missing on the referral letter, the customer
relations clerk will send an email to the customer notifying them to get the relevant missing
information completed by their doctor.

The credit manager will view the credit application form to verify its authenticity by performing a
credit check with the relevant credit parties and comparing it with the information supplied by the
customer.

The credit manager immediately rejects customers who are blacklisted.

All credit customers with a good credit background, complete and accurate information on the
credit information will be pre-approved with a maximum credit limit of R20 000.

An initial quote is created by the admissions officer and sent via email to the customer based on
the type of service and care plan the client has been referred on.

The initial quote for the credit being offered also indicates the payment category that the
customer falls under (30/60/90 days) for paying back the credit

Customers invoices:

o less than R 7999 are given 30 days

o R 8 000 to R14 999 are given 60 days
o R 15 000 to R 20 000 are given 90 days
o Customers who have not paid over 90 days are classified as bad debtors and the
necessary processes are done to recover the Hospital’s money back.
The customer is required to send an acceptance email in order to be admitted into Digi
Medical’s care.

Once approved, the customer will be admitted into Digi Medical’s care.

If the customer needs to change/update their medical information, he/she must email the
customer relations helpdesk (helpdesk@dm.co.za) the new information and reason for the
change.

The system requires both the Customer Relations Clerk and Customer and Sales Manager to
authorize changes to medical information.

The Doctor in charge of the customer will notify the admissions officer a day before that the
customer will be discharged the following day.

The Customer Relations Clerk informs the invoice department of the customer to be discharged.

A reconciliation is performed, the invoice clerk will confirm that the 50% deposit was paid by the
customer based on the initial quote.

The invoice clerk will then confirm the actual number of days the customer spent using the daily
rate card/ admissions sheet.

The invoice is generated and then sent to be authorized by the Accounts Receivable clerk.

The invoice is sent to the customer informing them of how much time they have to pay their
medical bill.
MEDICAL AID
The customer needs to log on to the website and insert important information such as name,
surname, email, and contact number.

The system needs to prove that the customer is not a robot.

An email sent to the customer to verify their email and then will be redirected to a new page.

The customer will be given a client ID and required to select the type of method of payment,
which will determine the documents the customer must upload:

● Copy of Medical Aid card

● Referral Letter

● Copy of ID

All upload fields are a requirement and the customer will not be able to proceed if any of the
documents are missing.

The Customer Relations Clerk will inspect the referral letter to ensure all details (customer
name, contact details, care plan and prescription) have been included on the document.

All valid, accurate and complete referral letters are authorized, and the application is then
transferred to the credit manager.

Should any of the important details be missing on the referral letter, the Customer Relations
Clerk will send an email to the customer notifying them to get the relevant missing information
completed by their doctor.

The credit manager will view the Medical aid card document to verify its authenticity by calling
the Medical aid scheme and verifying that the customer:

o Belongs to the medical aid scheme

o Has sufficient funds available to be admitted
o Get confirmation from the medical aid that they will be covering the customer’s medical
expenses
If the customer passes all the above requirements, the customer will be pre-approved for
admission.

All medical aid customers who have been pre-approved will be approved with a maximum
credit limit of R25 000.

An initial quote is created by the admissions officer and sent via email to the Medical Aid based
on the type of service and care plan the client has been referred on.

The Medical Aid scheme is required to send an acceptance email in order to be admitted into
Digi Medical’s care.

If the customer needs to change/update their medical information, he/she must email the
customer relations helpdesk (helpdesk@dm.co.za) the new information and reason for the
change.

The system requires both the Customer Relations Clerk and Customer and Sales Manager to
authorize changes to medical information.

The Doctor in charge of the customer will notify the Customer Relations Clerk a day before that
the customer will be discharged the following day.

The Admissions officer informs the invoice department of the customer who will be discharged.

A reconciliation is performed, the invoice clerk will confirm that the total amount owed by the
customer based on the initial quote.

The invoice clerk will then confirm the actual number of days the customer spent using the daily
rate card/ admissions sheet.

The invoice is authorized by the Accounts Receivable clerk and be sent to the Medical Aid
scheme a day after they are discharged.
DOCUMENT AUTHORIZATION:
ENDORSE Sipho Mkhize 17 January 2018
(Customer and Sales
Manager)

AUTHORISE Lerato Sithole (Chief 17 January 2018

Operating Officer)

AMENDMENT HISTORY
The policy is required to be reviewed on an annual basis.

Amendment Date Version Reason for amendment

17 January 2018 1 New procedure