Please note that we have launched a new invoice dispute flow to completely replace the Bill Terms platform. This flow will be accessible to all customers by May 29th, 2024.
This change will not impact past or pending disputes that you may have filed through Bill Terms.
How do I submit a dispute?
If you think you have been billed incorrectly or have found an error on an upcoming charge or invoice, you can submit disputes directly through the Clipboard Health web portal.
To submit a dispute for an upcoming charge:
Find the billing section of the Clipboard Health portal, and open the Upcoming Charges page. Then, click “Dispute” to dispute items that have not been invoiced yet.
Both of these pages are accessible from the “Billing” section of the Clipboard Health portal:
To submit a dispute from an invoice:
Find the billing section of the Clipboard Health portal, and open the Invoice History page. Click “Dispute” to begin a dispute for that invoice, then click dispute again per each line item.
Once you initiate a dispute, you will be able to:
- Submit corrections to charge rates and shift length.
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Contest entire shift charges if a professional did not actually work a shift, by marking them as ‘This professional did not work’.
- We require that you enter a comment for each disputed line item.
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Provide evidence for your dispute, for example your time records.
- The maximum file size is 10 MB
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Note: The ability to process a dispute and other billing options are only available to account users with the following roles:
- Administrator
- Billing Manager
- Staffing Coordinator with "Can view and manage invoices" permission selected
Learn how to manage your team's user roles here.
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How can I check the status of my dispute?
Once you submit a dispute, it will appear as “Dispute Pending” on the same page where you initiated a dispute: Upcoming Charges or Invoice History.
This is how it looks from the Invoice History page:
And this is how it looks from the Upcoming Charges page:
After the dispute has been resolved, the status will change to “Accepted” or “Rejected”.
If rejected, we will provide a reason why.
Note that invoice disputes may also appear as “Partially accepted”. In these cases, we could not accept one or more line item corrections within an invoice, but we could accept others. We will provide a reason for all rejected line items (as shown in the screenshot above).
What happens after an ‘upcoming charge’ dispute is resolved?
If you dispute an entire charge from the Upcoming Charges page and we accept the dispute, that charge will disappear from the Upcoming Charges page entirely and it will not be included in the upcoming invoice. If you submit a correction to charge rate or shift length and we accept the dispute, the updated charge rate/shift length value will reflect on the Upcoming Charges page and in the upcoming invoice. If we reject a dispute, it will appear as “Rejected” on the Upcoming Charges page and still appear in the upcoming invoice.
What happens after an invoice dispute is resolved?
If you dispute an invoice and we accept one or more corrections, we will void the original invoice and reissue another version with the change(s) reflected. The due date of the regenerated invoice will be extended by the number of days it took to file the dispute, up to a maximum of your facility’s net dispute terms which can be found in your contract.
For example, if we send Invoice #123-1 on December 1st, which is due on December 31st, and you file a dispute on December 3rd (2 days after the issue date), the due date of regenerated invoice #123-2 will be updated to January 2nd (2 days after the original invoice's due date).
If we reject an invoice dispute, the original invoice will remain intact, and the due date will remain the same.
How long will it take to process my dispute?
We do our best to process all disputes within one business day of submission. If you do not hear back from us within one business day, please feel free to reach out to us at billing@clipboardhealth.com or call us at (415) 604-3272.
How will I be notified of my dispute resolution?
We will email the resolution to the user who filed the dispute.
Can I dispute an upcoming charge or invoice more than once?
Our platform will not allow you to dispute the same invoice more than once. You can, however, reach out to our Billing team for further assistance by emailing billing@clipboardhealth.com or calling us at (415) 604-3272.