Hi, it's Jill. I am still on sick leave today, but recalled that there is an overpayment case under me that might be due today or yesterday. Refer to the escalation log for case details. 

Some instructions:

1) Draft an email to the payer to inform them of the overpayment situation, and give them the details of the claims that caused the problem (IDs & Amounts for each). Mention that any excess received from the overpayment will be either re-classed for yet unpaid claims for the same patient or processed for refund (subject to approval) back to them, and that updates will be provided as the situation evolves.

2) If any refund is going to be necessary, draft an email to Joe. The email should inform him of:
- The fact that the payer (give their name) will require a refund
- The problematic claim IDs
- The exact amount that was overpaid
- The exact amount that can be re-classed to each unpaid claim (provide the claim IDs along with the amount that would be re-classed to each)
- The exact amount that is expected to be refunded

A refund is necessary if there are any unpaid claims by this patient for the same payer EXCEPT for the claims that caused the overpayment situation. The refund amount is the overpaid amount minus the amount that can be re-classed.

3) Do NOT send any email out yet, leave them in draft and I will review them before sending them out. 

4) Add May into the BCC for emails (1) and (2).

On top of those instructions, ensure that everything required by the SOP in this situation is done.
