User Guide

Account details

The account screen is where an account is worked: its balance and history at the top, and a tab for each kind of work underneath.

Written for: Collectors and billing staff · Supervisors

Opening an account

ArkCloud RCM → My Work → Accounts → select an account

You can also open an account from the header search, a work queue or the Task Queue. The header shows the patient as "Last, First", an aging badge, the account status, the account number and the MRN.

The summary cards

Field or control	What it means
AR Balance	What is outstanding now.
Original Balance	Total charges on the account.
Total Payments	Payments recorded against the account.
Aging Days	Days since the account began aging.
Date of Service	The service date the account relates to.
Last Contact	When the patient was last contacted.
Assigned To	The collector the account is assigned to.
Priority	The account's work priority.

An Insurance Information card sits above the tabs.

The tabs

Field or control	What it means
Overview	Name, MRN, phone, email, language and address, and a communication preferences card.
Eligibility	Past eligibility checks, and New Check → Check Eligibility to run one.
Propensity	A propensity-to-pay score for the account.
Payments	Payments on the account, and Record Payment to record one taken outside ArkCloud (cash, check, card taken on your own terminal, bank transfer or money order) - recording does not charge a card. Below it, card payments taken in ArkCloud (with Refund), and saved cards with Save a card and Turn on AutoPay for a payment plan. The card controls work only where card payments are set up (see the note below).
Statements	Statements for the account, Patient portal access to invite the patient to the portal, and a link to see and revoke the patient's portal links.
Plans	Payment plans, and a control to create one.
Promises	Promises to pay: record one (amount and date), see each promise's status, and set a status by hand. Pending promises are marked Kept or Broken from the payments posted when the tab opens.
Ledger	An opening balance line followed by payments.
Disputes	Cases on the account: New Case (Dispute or Financial Assistance), FA Application, Request Itemized, and notes on each case. These cases are separate from Patient AR → Disputes.
Notes	Add Note and Create Task, with the notes and tasks already recorded.
Letters	Letters generated for the account, and generating a new one from an active template.
AI	An assistant you ask about the account. It sees the balance, claim statuses, open denial codes, what payers assigned to the patient, any payment plan, recent contact outcomes and notes - not the patient's name or clinical records - and it changes nothing.
Script	When the tab opens, Prepare this call with AI shows a short pre-call summary and a script with the balance discussion and payment request tailored to the account (labelled AI draft - review before use; the opening, verification, consent and closing are the standard wording). Below it, the standard call script and Call Disposition → Save Disposition, which records the call outcome.
Audit	The account's audit trail.

What the AI sees and never does is set out in AI drafts. For notes, tasks and recording calls see activity logging and notes and tasks.

Eligibility checks

Controls that do not work yet

Warning

The Call button in the header is disabled ("Calling is not configured").
Record Payment in the header (the Quick Payment form) records cash or a check you have received - it does not charge a card. For other methods use Record Payment on the Payments tab.
Take card payment, and saving a card or turning on AutoPay on the Payments tab, charge through your practice's own connected Stripe account. Until your practice has connected one and card payments are switched on for the deployment - which is not yet the case on ArkCloud's hosted service - the form is not shown; the reason is, and nothing is charged.
The Disputes tab shows cases, not the patient disputes on Patient AR → Disputes. See disputes.
The Overview tab shows the language as English when none is recorded, the second phone as blank, and communication consent as "No Consent" whatever is on the patient record. The guarantor is not shown.
The Ledger does not show individual charges, adjustments or refunds.

There are no Send Email, Send SMS, Upload Document, Edit Account or Escalate buttons on this screen.