The Clean Handoff Rule How to stop 90+ from resetting when accounts change owners
One of the biggest hidden problems in aged AR is not the payer. It is the handoff.
When an account moves from one person to another, the work often resets. The new owner reads the notes, cannot tell what is true, and starts over. They call again. They ask for the same documents again. They repeat the same escalation. The account stays in 90 plus longer, not because it is impossible, but because the history is not easy to trust.
This is how time leakage becomes revenue leakage.
A simple fix is a clean handoff rule.
A clean handoff rule means an account cannot be passed to the next person unless it includes the information that makes the next step clear.
It protects the team from rework. It protects the record for audit. And it keeps aged accounts moving forward instead of looping.
Why handoffs create delays
Handoffs happen for many reasons.
Shift changes
Workload changes
Team coverage
Escalations
Cross team dependencies
Vacation or sick leave
None of these are the problem by itself.
The problem is that handoffs often happen without a complete story. The record has pieces, but not a clear plan. So the new owner has to rebuild the account.
This is expensive. It costs time. It adds days. It creates frustration. And it reduces confidence in the work.
What a clean handoff should include
A clean handoff does not need to be long. It needs to be complete.
A good handoff answers these questions.
What is the problem right now
What was done so far
What was verified with the payer
What was sent and how
What is the next action
Who owns the next action
When is the due date
What deadline matters most
If these are present, the next person can move the account forward without guessing.
The simple “handoff checklist” that works
Here is a simple checklist you can use for 90 plus accounts.
Current status
One sentence summary of the blocker
Last action taken
What was done and the date
Proof of submission or contact
Portal confirmation, reference number, fax confirmation, call reference, or name of payer rep if available
Next action
One clear next step
Owner
Who must do the next step
Due date
When it must happen
Escalation level
If escalated, what level and what outcome
That is enough to stop resets.
Why “next action” is the most important part
A handoff without a next action is not a handoff. It is just a transfer.
The next action should be specific and easy to follow.
Not good
Follow up
Waiting on payer
Check again next week
Better
Call payer and request claim reprocess, confirm reference number
Submit appeal packet in portal and confirm receipt
Request missing document from medical records, due date Friday
Escalate to team lead if no response within three business days
When next actions are clear, handoffs become fast. When next actions are vague, handoffs create delays.
How to handle cross team handoffs without losing time
Many 90 plus accounts are blocked by internal items.
Medical records needed
Coding correction
Authorization issue
Provider signature
Clinical documentation
In these cases, a clean handoff rule must include one extra item.
A clear internal request with a due date.
If the request has no due date, it will sit. If it has no owner, it will bounce. If it has no details, the other team will ask again, and the account loses more time.
A simple request helps.
What is needed
Why it is needed
Where it should be delivered
When it is due
This reduces back and forth and speeds up resolution.
Why this improves audit readiness
Audit readiness is not only about the outcome. It is also about the record.
A clean handoff rule improves the record because it forces consistent documentation. It reduces missing details. It shows ownership and timing. And it makes decisions easier to follow later.
This is one of the fastest ways to improve trust in AR work.
How to start without pushing the team too hard
Start with 90 plus accounts only. Not the whole AR book.
Make the handoff checklist a standard rule.
Do not allow a handoff without the required fields.
Review a small sample weekly.
Give quick feedback and improve the template.
Within a few weeks, you will see fewer resets and fewer repeated touches.
The long term result
A strong AR system does not depend on one person holding the history in their head.
It depends on a record that is clear and usable.
When handoffs are clean, 90 plus stops resetting. The team spends less time re reading old notes and more time moving accounts forward. That reduces time leakage, improves audit readiness, and supports steady collections without constant fire drills.
Zybex helps teams design simple handoff rules and workflow standards that keep aged AR moving with clarity and control.