The OTC (Over-the-Counter) Collections KPI shows how much money is collected directly in the office by your team, compared to payments received online, by mail, or through insurance.
If this KPI shows $0 or an unexpected value, it is almost always related to how Payment Types are configured.
Where OTC Collections Appear in Practice IQ
You can find OTC Collections on the Practice IQ → Financial Dashboard:
Look in the Financials – Collection Ratio panel
You will see:
Collections → Total payments received
OTC Collections → Payments collected in-office by staff
Other Collections → Payments not collected in-office
If OTC Collections shows $0, no payment types are currently categorized as in-office payments.
How OTC Payments Are Determined
OTC Collections are calculated entirely based on how Payment Types are configured in Settings.
Practice by Numbers does not automatically determine which payments are OTC — it relies on your selections.
How to Configure OTC Payment Types
Navigation
Person Icon → Settings → Payment Types
On this page, each payment method can be categorized as:
Office Payment
Financed Payment
Capitation Payment
Critical Setup Rules (Very Important)
To ensure OTC Collections reports correctly:
Do NOT select any checkboxes in the Financed Payment column
Do NOT select any checkboxes in the Capitation Payment column
These columns should remain blank for standard OTC tracking.
Selecting options in these columns will remove payments from OTC Collections and categorize them elsewhere.
How to Mark Office (OTC) Payments Correctly
In the Office Payment column:
✅ Check payment methods that are collected directly by your staff, such as:
Cash
Credit cards (Visa, Mastercard, Amex, Discover)
Phone payments
HSA/FSA payments collected in-office
🚫 Leave unchecked payment methods that are not collected in-office, including:
Online payments (patient portal, online bill pay)
Insurance payments and remittances
Payments received by mail (insurance checks or patient checks)
EFT / electronic insurance deposits
This setup allows Practice IQ to correctly separate OTC Collections from Other Collections.
Save Your Changes
After making updates:
Click Save at the bottom of the Payment Types page
Changes take effect immediately in Practice IQ
Verify Your OTC Collections
Return to:
Practice IQ → Financial Dashboard
Confirm that OTC Collections now reflects in-office payments
Compare it against Other Collections for validation
Common Reasons OTC Collections Shows $0
No payment types are marked as Office Payment
Payment types are incorrectly marked as Financed or Capitation
Payments are being received online or through insurance only
Why This Matters
Correct configuration ensures:
Accurate OTC Collections reporting
Clear insight into front-desk performance
More reliable financial KPIs
Misconfigured payment types can cause OTC Collections to appear inflated, understated, or zero.