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Recent Payment Updates and Common Questions

On January 15th, we introduced an update allowing partial payments and deposits for future appointments, as well as automated distribution of collected payments toward outstanding balances. We understand these changes created some confusion. Below are the most frequently asked questions and our answers.

1. Why is a patient who already settled their balance still receiving a bill?

  • Explanation: With automated distribution, some payments may appear as partial credits if there were additional charges or appointments.

  • Resolution: Check the encounter-level ledger to confirm if a credit is still available or allocated. If you see a remaining credit, it can be applied to the bill or refunded as appropriate.

2. Why did a patient with a paid copay receive another bill for the same appointment?

  • Explanation: The system now breaks payments into current, past due, or future deposits. Sometimes a payment is partially allocated to an older balance.

  • Resolution: Verify how the copay was allocated in the encounter-level ledger. If needed, adjust the allocation to reflect the correct payment for the copay.

3. What happens to payments when an appointment is cancelled or marked as a no-show?

  • Explanation: All payments for cancelled or no-show appointments should move to credit for future use.

  • Resolution: Once the appointment is cancelled or no-showed, the payment automatically becomes available credit. You can then allocate this credit to a future appointment or issue a refund if desired.

4. Why do I see “collected copay = $0” when a different amount was actually collected?

  • Explanation: We have stopped using the “copay collected” flag and now track actual payments only. This prevents discrepancies in reporting.

  • Resolution: The true amount collected will display under the encounter-level payment details, ensuring accurate tracking of real payments rather than flags.

5. Why is the copay marked as collected at appointment creation?

  • Explanation: Under the old workflow, a “copay collected” flag could be triggered prematurely when creating an appointment. This is no longer used.

  • Resolution: Actual amounts are now recorded when payment is taken. Confirm any copay via the ledger rather than relying on the appointment’s copay flag.

6. I see a payment missing from the ledger. Where did it go?

  • Explanation: If a payment doesn’t appear, it may have been applied automatically to another outstanding balance or is listed as a deposit for a future visit.

  • Resolution: Check the patient’s full ledger for encounter-level credits and allocations. You’ll see exactly where the payment was distributed.

How We’ve Improved the System

  1. Clear Payment Categories: Payments are now categorized into (1) payment for the current appointment, (2) payment for a past-due appointment, or (3) deposit for a future appointment.

  2. Enhanced Ledger Details: Encounter-level credits let you see precisely where funds were applied.

  3. Flexible Allocation: Any overcollection or leftover amount can be reallocated from the Charges page.