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Analytics Payments FAQs

Here are the answers to the most frequently asked questions we get about our Analytics Payments solution.

Written by Jolynn Marcum
Updated over a week ago

This article is about our Payments Solution through our Analytics Module. If you are looking for information regarding our Payments Solution the Engagement Module click here.

General Questions

Payments Messaging Questions

Banking/Finance Questions

General Questions

Is Analytics Payments HIPAA Compliant?

  • Yes, Protected Health Information (PHI) is NOT revealed in the text message. If the patient wants to see their statement, they must complete a two-factor authentication to see that information by entering their birthdate.

Are Analytics Payments secure?

  • Yes, Payments is compliant with all payment industry security standards, specifically, PCI compliance. The payment form patients use to enter in their payment information is hosted on a secure, PCI Compliant site.

    • About PCI Compliance: Payment card industry (PCI) compliance is mandated by credit card companies to help ensure the security of credit card transactions in the payments industry. Payment card industry compliance refers to the technical and operational standards that businesses follow to secure and protect credit card data provided by cardholders and transmitted through card processing transactions. To learn more about PCI Compliance, you can visit:

What Practice Management software does Analytics Payments integrate with?

  • Dentrix

  • Dentrix Enterprise (Ledger Write Back not available)

  • Eaglesoft

  • Open Dental

  • Open Dental Clinics

  • Fuze (Ledger Write Back not available)

Can we have more than one AR Admin in the settings?

  • Only one AR Admin name and number can be set in the “Payments Settings”. This is the name that will appear in the message to the patient.

  • There can be multiple AR Admins given access to the Payments Dashboard, if the office has set up as an Admin for your Dental Intelligence account, they can also have access to the Analytics Payments dashboard.

How do patients get added to the dashboard? What is the process?

  • Based upon the workflow settings you establish in “Payments Settings.” When initially setting up, the practice determines what patients get pulled into the payments to request list on the dashboard, and these settings can be changed at any time.

  • Once “Done” is selected in the workflow, the system will perform a sync with your PMS to find the patients that meet the criteria, and every day we pull them into a queue labeled “Messages to Send”, for you to review.

  • Remember: If you change the parameters of the workflow, this will reset the list of the campaign labeled “Payments to Request.”

Payments Messaging Questions

What phone number or name will the text notifications be coming from?

  • The number used to send text messages is a randomly generated number through a messaging platform.

What happens if a text message fails?

  • Failed messages will be found on the Payments Dashboard in “Undeliverable Messages”

  • Once the correct information is updated and saved, Dental Intelligence will send out a message within 10 minutes.

The practice should update the correct number in the Analytics Payments tool and the PMS. Di does not update the PMS with this new mobile number.

If a patient is under 18, who receives the message?

  • The default is to send the message to the guarantor, which is recommended.

The guarantor is defined in the PMS, this will dictate which name is included in the messages

Banking/Finance Questions

How long does it take to clear a payment?

The deposit from these payments are cleared within 1-3 business days. They can be viewed at the bottom of the Analytics Payments dashboard.

When are payments written back into the PMS Ledger?

  • All payments made by patients are IMMEDIATELY posted to the PMS ledger and recorded in the Analytics Payments Dashboard, under “Payments Made.”

What if a payment does not post back into the ledger?

  • All transactions processed are logged in a queue in your Payments dashboard labeled, “Update to Ledger”. This is a tool used to confirm and indicate that payments need to be manually entered into the ledger.

How often are our funds settled into our bank account?

  • Approved payments will batch all approved transactions daily at 6:30 pm EST/3:30 pm PST and take 2 business days to settle.

  • For example, Monday transactions are settled Wednesday, but Thursday and Friday transactions are settled the following week.

  • All paid transactions and deposits are reported in your Payments Dashboard.

  • Any transactions processed after 6:30 pm EST/3:30 pm PST, will be included in the next day’s batch.

What fees are associated with Analytics Payments?

  • Effective July 1, 2023 all customers will be moved to one low flat rate payment processing rate of 2.79%.

  • There is a $15 fee for any chargebacks. A chargeback is a dispute filed by a patient with their bank for a fraudulent or disputed charge.

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