Note: As of April 17, you can manually update the status of a claim from Draft to Manually Submitted. This will allow you to record and collect a patient payment directly from the claim.
Overview
Patient Claim Payment Workflows
For an individual claim
You can make a new patient payment for their part of a claim from either within an individual claim or from within the claim tab of the patient’s billing section. You can charge the patient for a claim once the claim has been submitted (i.e., you will not be able to charge patients for claims that are in draft or have not been successfully submitted).
From either place, click “New Payment”. On the individual claim, the New Payment button will show under the patient outstanding amount.
New payment from patient's billing tab
New payment from within an individual claim
If the patient responsibility has not been entered yet either manually or received back in an Electronic Remittance Advice (ERA), enter the custom amount you want to charge the patient for that claim. If patient responsibility is filled out, then the amount to charge will default to the patient responsibility or remaining outstanding.
If you are entering a new payment from the claim tab of the patient’s billing section, you can select what claim you want to make a payment for in the pay an insurance claim dropdown. The claim identifier is the patient control number from the claim.
For overall patient outstanding claim balance
You can pay the full balance of what a patient has outstanding across all of their claims. From the claim tab in the patient’s billing section, select “New Payment”. Select pay total outstanding balance. You can choose what payment method you want to use and also enter any note (memo) about the payment.
This will register a payment from the patient for all of their outstanding balances across all their claims.
For overall patient outstanding invoice balance
You can pay the full balance of what a patient has outstanding across all of their invoices. From the invoices tab in the patient’s billing section, select “New Payment”. Select pay total outstanding balance. You can choose what payment method you want to use and also enter any note (memo) about the payment.
This will register a payment from the patient for all of their outstanding balances across all their invoices.
How to refund a patient
You can refund a patient either from within an individual claim, or from the payments tab of the patient’s billing section.
Refunding from an individual claim
Within an individual claim, click “Refund” next to the payment you’d like to refund in the transactions table under the payment breakdown. You can refund to the original payment method (shown below), enter how much of the payment you’d like to refund, and enter a memo if you wish to make a note about the refund.
The payment amount in the transactions table will be updated based on the refund amount. You can see any payments & refunds done under the patient section of the payment breakdown.
Refunding from the Payment tab of Billing section
To refund from the payments tab of the patient’s billing section, click “Refund” on the payment item you’d like to refund.
You can then enter the refund amount, and any memo you’d like to write about the refund.
How to send patient statements to the patient
If you want to show the patient how much they owe for an insurance visit, we recommend taking a screenshot of the payment breakdown section on a claim (shown below) with the patient responsibility field filled out and sending it to the patient.
We are working on enabling these patient statements to send to the patient in the patient app or be emailed.