Payments & Reconciliation Category
Payment Summary
The Payment Summary report shows high-level payment totals grouped by source, payment method, and time period. It is best for reviewing overall payment activity rather than researching individual transactions.
Use cases: Month-end reconciliation, leadership reporting, payment trend review, and comparing payment volume by channel.
Payments by User
The Payments by User report shows payment and refund activity grouped by CSR or staff user. It helps teams understand which users processed payments and the payment types handled.
Use cases: CSR productivity review, end-of-day balancing, refund monitoring, and staff activity audits.
Payments Detail
The Payments Detail report provides transaction-level payment information, including tender types such as credit card, ACH, cash, and paper check. Users can review transaction status and payment method details for deeper reconciliation.
Use cases: Researching a specific payment, validating posted transactions, reviewing failed or refunded payments, and supporting audit requests.
Unacknowledged Payments
The Unacknowledged Payments report lists payments that have not yet been acknowledged by the provider. This helps teams identify payments that may still need confirmation or follow-up.
Use cases: Provider reconciliation, exception follow-up, payment posting review, and preventing missed payment acknowledgments.
Accounts & Balances Category
Unbalanced Accounts
The Unbalanced Accounts report identifies accounts where balance-related amounts do not reconcile as expected. These accounts may need review before additional billing or payment activity continues.
Use cases: Finding account balance issues, preparing cleanup work queues, reviewing billing exceptions, and supporting finance reconciliation.
Accounts on Statement Hold
The Accounts on Statement Hold report lists accounts that are paused from statement activity. Holds may be used when an account is under review, in litigation, or should not currently receive statements.
Use cases: Reviewing held accounts, confirming why statements are paused, auditing statement hold workflows, and preparing follow-up with internal teams.
Communication Category
Mobile/Email Updates
The Mobile/Email Updates report shows recent updates to patient phone numbers and email addresses. It helps teams track changes to contact information used for digital communication.
Use cases: Monitoring contact update activity, validating outreach readiness, reviewing patient profile changes, and supporting communication quality efforts.
Bad Email Addresses Report
The Bad Email Addresses Report lists email addresses that returned a bounce-back during the selected timeframe. These records help teams identify patients who may not be receiving email communications.
Use cases: Cleaning up invalid email addresses, improving digital delivery rates, preparing outreach lists, and reducing failed email attempts.
NCOA
The NCOA report shows address updates identified through the National Change of Address database. Flywire may use the updated address for mailings, but the customer’s source system should also be updated when appropriate.
Use cases: Reviewing address changes, improving statement delivery, supporting returned-mail workflows, and identifying records that need updates in the source system.
Statements Generated
The Statements Generated report lists statements created within the selected timeframe. It helps teams confirm statement production activity and review which accounts received statements.
Use cases: Statement cycle validation, print/mail production review, patient communication audits, and researching whether a statement was generated.
Suppressed and Stricken Statements
The Suppressed and Stricken Statements report shows statements that were suppressed or voided, along with the reason. It helps teams understand why certain statements were not sent or were removed from the statement process.
Use cases: Researching missing statements, auditing suppression reasons, reviewing statement exceptions, and supporting patient service questions.
Suppressed Accounts
The Suppressed Accounts report lists accounts with daily suppressed statement activity, including reasons and any related suppression letters sent to patients. It gives teams visibility into accounts that were excluded from standard statement delivery.
Use cases: Reviewing suppression workflows, confirming patient notification activity, auditing account exceptions, and preparing follow-up actions.
Payment Plan Management Category
Future Cash Flow
The Future Cash Flow report projects expected incoming payments based on scheduled payment plan installment dates. Actual payments and deposits may differ depending on when patients make payments.
Use cases: Forecasting expected collections, planning revenue activity, reviewing upcoming installments, and estimating payment plan cash flow.
Payment Plan Summary
The Payment Plan Summary report provides a high-level view of active, completed, and outstanding payment plan activity. It can include plan terms, plan status, and patient or guarantor-level details.
Use cases: Monitoring plan adoption, reviewing active payment plans, tracking plan performance, and reporting on outstanding offers.
Active Plan Account(s) by Agency
The Active Plan Account(s) by Agency report lists accounts currently on payment plans, grouped by agency code when applicable. It helps teams review payment plan activity by agency or placement group.
Use cases: Agency-level plan tracking, collections coordination, plan inventory review, and identifying accounts already enrolled in payment plans.
CSR Plan Activation Details
The CSR Plan Activation Details report shows how many payment plans each CSR activated, including average installment amount and average number of installments. It helps managers understand payment plan setup activity by staff member.
Use cases: CSR performance review, coaching conversations, staffing analysis, and monitoring payment plan activation trends.
Waive Fee Payment Plans
The Waive Fee Payment Plans report lists activated payment plans where a CSR waived the service fee. It helps teams monitor when fees are waived and by whom.
Use cases: Reviewing waived-fee exceptions, auditing CSR activity, tracking fee impact, and confirming compliance with internal policies.
Financed Payment Plan Inventory
The Financed Payment Plan Inventory report shows financed payment plans, including plan status, schedule details, and transaction information. This report is intended for organizations using Integrated Financing.
Use cases: Reviewing financed plan inventory, monitoring plan status, validating schedules, and supporting financing reconciliation.
Risk & Delinquency Tracking Category
Qualification Stats
The Qualification Stats report shows patient accounts that qualified, or did not qualify, for payment plan offers by date. It helps teams understand offer eligibility volume and the dollar amounts associated with qualified and non-qualified accounts.
Use cases: Measuring offer eligibility, reviewing qualification trends, analyzing billed amounts, and supporting payment plan strategy.
Recently Defaulted Payment Plans
The Recently Defaulted Payment Plans report lists payment plans that defaulted within the last 0-30 days. It helps teams identify plans that recently moved into a default status.
Use cases: Creating follow-up work queues, monitoring delinquency trends, reviewing failed plan activity, and supporting collections outreach.
Soon to Default Payment Plans
The Soon to Default Payment Plans report identifies payment plans expected to default within the next 0-30 days if payment is not received. It helps teams act before a plan officially defaults.
Use cases: Proactive patient outreach, delinquency prevention, upcoming risk review, and prioritizing accounts for follow-up.
Payment Plans Above High Balance Threshold
The Payment Plans Above High Balance Threshold report flags accounts currently on a payment plan with a balance above the configured threshold. The threshold may vary based on the organization’s reporting setup.
Use cases: Monitoring high-balance plans, reviewing financial risk, prioritizing account review, and confirming whether plan terms remain appropriate.
Offer & Engagement Insights Category
Users Viewing Offers, Not Completing
The Users Viewing Offers, Not Completing report lists users who viewed payment plan offers but did not complete enrollment. It helps teams identify where patients may be dropping off before committing to a plan.
Use cases: Follow-up outreach, measuring offer engagement, improving patient conversion, and identifying opportunities to clarify the self-service experience.