The Hidden Work of eBilling: Addressing Frustrations With Understanding and Efficiency
In the world of eBilling, professionals often encounter a myriad of frustrations that can make the process seem more daunting than it needs to be. One of the more perplexing challenges includes navigating the complexities of language audits. For instance, a major soda brand once prohibited the use of the word “utility” in our billing descriptions. As billers for design and utility applications, we had to creatively adapt by referring to these as “non-design applications.” This example underscores the sometimes arbitrary nature of language restrictions in eBilling systems and the inventive workarounds professionals must devise.
Another common hurdle involves the technical limitations of eBilling systems themselves. Symbols like semi-colons or the word “and” may trigger blocked billing alerts, necessitating cumbersome edits such as replacing semi-colons with periods and substituting “and” with “as well as.” These seemingly minor changes can accumulate, leading to significant additional workload. Moreover, the administrative maze of requesting new work can be just as challenging. Corporations often request new projects but may not promptly open the matters in their eBilling systems, leading billers on a "wild goose hunt" for access and client matter IDs. This inefficiency is compounded when clients only partially eBill matters, causing delays in payment for invoices that must be emailed instead.
The intricacies of client-specific demands, such as the creation of unique task codes, further complicate the billing process, making it difficult to run reports and organize data efficiently. This calls for a standardized approach, such as adhering to the Ledes Oversight Committee standards and UTBMS codes, to streamline eBilling and enhance its efficiency. Despite these challenges, it's critical to recognize the skill and effort eBilling professionals invest into their work. Far from simply “hitting submit,” resolving these issues can take hours, days, or even months.
