Questions about sending payment plans

Questions about managing current payment plans

Questions about payment methods

Click here to learn how to create a payment plan in Engagement.

A patient can only have one active payment plan at a time. If you attempt to create a payment plan for a patient who already has an existing plan, you'll notice an alert when trying to set up the plan:

If you would like to create a payment plan for a single patient for multiple services, cancel the existing plan and create a new plan with the costs of all services combined into one consolidated payment plan.

Yes, you can still send a patient with an active payment plan single payment requests. Single payment requests will not affect their payment plan balance.

You cannot transfer an existing payment plan to a different guarantor.

You cannot change the payment schedule of an existing payment plan. If you would like to change the payment schedule of an existing plan, cancel the plan and create a new plan with a new first payment date.

You cannot add additional items/services to an existing payment plan.

If a payment is declined, you will receive a notification in the Engagement Inbox alerting you that the transaction was not successful. The failed payment plan will also show a Failed status in the Payment plans tab.

To resolve this error, charge the patient's account again by navigating to the Payment plans tab. Click on Actions > Change payment card. Add the new/updated credit card information, then click to Confirm to apply changes.

The patient will also be notified via email that their payment has failed.

A patient credit card may decline for the following reasons:

Physical and virtual terminals will display an error if the card declines during a transaction and will provide the reason for decline.

Once the payment method of a payment plan has been updated after a failed payment, payment will be processed immediately.