Fix Patient Balance Sync Issues

Steps

1. Confirm the balance source for your office (PMS and/or a balance sync provider such as Sikka).

2. Pull up the patient/account and compare:
• Balance in the PMS
• Balance in Billing/PayStack

3. If balances don’t match:
• Refresh/re-sync balances (if your setup supports a manual refresh).
• Wait for the normal sync window.
• Re-check the patient balance.

4. If the mismatch persists, capture details (patient, expected balance, actual balance, timestamp) and escalate.

What Happens Next

• Billing messages and statement eligibility depend on the latest synced balance.

• Sync timing varies by PMS and integration, so recent activity may take time to appear.

You’ll Know It Worked When

• The patient balance in Billing matches what you see in the PMS (within normal timing).

• Statements and messaging stages apply to the correct accounts.

Common Issues

• Balance is old/stale: wait for the next sync cycle or trigger a manual refresh (if available).

• Patient paid but balance didn’t change: confirm whether the payment was posted in the PMS and whether it’s included in the sync source.

• Only some patients are wrong: capture examples and escalate—this may be an integration mapping issue.