Questions about sending payment plans
Questions about managing current payment plans
Questions about payment methods
Ready to get started using Payment Plans in Engagement? Click here to follow along with our step-by-step guide!
Questions about sending payment plans
How do I create a payment plan?
Can a patient have multiple payment plans?
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.
Can I send a single payment request to a patient that is already on a 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.
Questions about managing current payment plans
How do I cancel a payment plan?
To cancel a payment plan, click on the Actions button of the plan
Choose Cancel payment plan
Click Confirm to cancel the plan
Can a payment plan be transferred to a different guarantor?
You cannot transfer an existing payment plan to a different guarantor.
Can I change the payment schedule of an existing payment plan?
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.
Can I add items/services to an existing payment plan?
You cannot add additional items/services to an existing payment plan.
Questions about payment methods
What happens if a patient credit card is declined?
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.
Why was a patient credit card declined?
A patient credit card may decline for the following reasons:
Zip code is incorrect
CVV is incorrect
Card number incorrect
Card has expired
Insufficient funds
Physical and virtual terminals will display an error if the card declines during a transaction and will provide the reason for decline.
When does the payment process after updating the credit card on file for a failed payment?
Once the payment method of a payment plan has been updated after a failed payment, payment will be processed immediately.