PatientPay Knowledge Base

Configuring Organization Communication Settings

Published February 11th, 2025 by Chris Joyce

The Communications tab of Organization Configuration is for configuration dunning communications-related settings for an organization. This will eventually provide configuration of email, SMS and print templates. Print Settings Print Settings allow you to configure the statement message and letter message should the statementMessage value in the s

Glossary

Published January 31st, 2025 by Chris Joyce

This is a auto-generated Article of all your definitions within the glossary. Glossary This is a auto-generated Article of all your definitions within the glossary. All

Configuring Organization Recon Settings

Published February 11th, 2025 by Chris Joyce

The Recon tab of Organization Configuration provides configuration of Recon related settings. Figure 219 - Organization Configuration Recon Figure 220 - Organization Configuration Recon Recon Settings Generate Recon for This checklist controls all the recon files that should be generated. This is largely controlled by the configured MIDs on the

Announcing PatientPay 25.3

Published March 4th, 2025 by Chris Joyce

Go-Live Date This release is generally available on March 5, 2025. Release Overview Below is a summary of the enhancements / fixes in this release: • Payment plans support down payment, setup fee, interest and plan agreement • Support for encrypted Magtek Dynamag USB card swipers when integrating with PayFac • Improved support for admins

Introducing PatientPay Admin

Published February 3rd, 2025 by Chris Joyce

PatientPay Admin is a web application for admin staff members to manage configuration, view/pay bills, update patient demographic and communication preferences, manage plans or subscriptions, access Analytics / reports, and configure user access. Getting Started To get started using using Admin, follow the links below: Login into Admin Resetting yo

Using Admin Reports

Published February 9th, 2025 by Chris Joyce

The Reports section of Admin is broken into different sections according to report type. Below is a list of reports and their corresponding category. Category Report Name AR Management Bill Summary Report Daily Activity Summary Payment Plan Report Transaction Report Distribution Estimated Notification Report Invalid Email and Text Report Engagement

Login

Published February 3rd, 2025 by Chris Joyce

The Login screen prompts the user for credentials before allowing access to the system. Users are expected to enter a username and password. Validation prompts are given if either of the two required fields are blank, if the username is unknown, or if the password is invalid. If checked, the Remember me checkbox will auto-populate the last used user

Using the Invalid Email and Text Report

Published February 9th, 2025 by Chris Joyce

The Invalid Email and Text Report provides data on patient accounts whose email and/or mobile phone have been deemed invalid by our third-party messaging services for select practices and timeframe (This Week, This Month, This Quarter, This Year or Custom Date Period). If either SendGrid or Twilio messaging services receive an error response, this r

Using the Analytics Dashboard

Published February 9th, 2025 by Chris Joyce

The Analytics Dashboard provides a summary of financial performance for providers. The screen provides the ability to filter by practice(s), time frame and compare to period. This allows you to look at a single practice, all practices for a given partner, or the PatientPay enterprise. This screen is broken into four sections: Financials, Payments, P

Viewing Your Bill

Published February 8th, 2025 by Chris Joyce

Bill Details After authenticating any bill link sent via email/SMS, using the Bill Code Login, or clicking the View Bill button in the Bill Center , the patient is shown the Bill Details screen. Bill Details has all the details for the bill including the status, due date, total amount due, guarantor name, provider, and services performed. The provid

Searching for Patients, Bills and Transactions

Published February 9th, 2025 by Chris Joyce

The Admin Search screen is the main landing page for admins and provides a quick way to search for a patient, bill or transaction. Technically speaking, you are searching for a guarantor as PatientPay communicates with the person that is financially responsible for paying medical bills. But often the guarantor is the patient. The default is to searc

Accessing the Knowledge Base in Admin

Published March 14th, 2025 by Chris Joyce

PatientPay provides an extensive knowledge base of articles and video tutorials for using the Patient Portal or Admin. It also includes important information about integrating with PatientPay. To access the knowledge base, click your username in the lower left of the Admin menu, and choose Help & Support. The Knowledge Base screen will display.

Using the Recon Report

Published February 9th, 2025 by Chris Joyce

The Recon Report provides a listing of recon files that have been sent to partners via SFTP/email/API. Each day, PatientPay sends a recon file for each active merchant ID (MID) in our system. The report listing includes details about the file including the date it was generated, the practice name, MID, recon type (ACH, ACH Refund, ACH Reject, Cash,

Using the Transaction Report

Published February 9th, 2025 by Chris Joyce

The Transaction Report provides data about all transactions processed in PatientPay for select practices and during a specified reporting period (This Week, This Month, This Quarter, This Year or Custom Date Period). Users can filter the transactions by status, transaction type and payment location. Figure 140 - Transaction Report Below is a descrip

Payment Confirmation

Published February 8th, 2025 by Chris Joyce

Once a payment is made to a bill, the Payment Confirmation screen will be displayed showing the payment amount and a confirmation number. This screen can present a number of different layouts depending on configuration, bill type (Lifetime vs. Episodic), and user action. The default view is when a patient has a single bill (e.g., Lifetime clients) a

Introducing Patient Portal

Published February 8th, 2025 by Chris Joyce

The PatientPay Patient Portal is a responsive web application that allows patients to manage and pay their bills from any mobile device or their desktop. How Does PatientPay Work? PatientPay works with health care providers to integrate with their EHR or system of record and automatically receive electronic statements reflecting the patient's fina

Managing Users, Roles and Permissions

Published February 9th, 2025 by Chris Joyce

User Management gives administrators the ability to add, edit, clone, deactivate and re-activate users. You can also edit roles/permissions. Lastly, you can download a list of users for auditing purposes and view the User Activity Log. Figure 162 - User Management Filters at the top allow you to filter users by practice(s), role(s) or status. The de

Using the Estimated Notification Report

Published February 9th, 2025 by Chris Joyce

The Estimated Notification Report provides an approximate count of the notifications sent each day. Users can filter by time zone (US/Eastern, US/Central, US/Mountain, US/Pacific, and US/Hawaii). Figure 141 - Estimated Notification Report The report provides the following columns: Column Name Description Notification Date The date of the notificatio

Supported USB Swipe Card Readers

Published February 20th, 2025 by Chris Joyce

PatientPay supports USB swipe card readers to assist with accepting credit cards on the Admin payment screens. This helps admin staff be more efficient, reduces the data entry errors associated with manually keying in card numbers, achieve PCI compliance, and improves processing rates with card present rates. Both encrypted and unencrypted devices a

Viewing Transaction Details

Published February 9th, 2025 by Chris Joyce

The Transaction Details screen is displayed when searching for and selecting a transaction, from the bill's history, or from the Transaction Report. It displays the details of a specific transaction made in PatientPay. Figure 97 - Transaction Details The header will display the transaction source as the title in burnt orange and the transaction amou

Recon Specification

Published February 8th, 2025 by Chris Joyce

PatientPay supports a number of methods for submitting payments and refunds for reconciliation with the system of record including API, CSV, JSON and EDI-835. The default CSV Recon file generated for credit/debit, ACH, Cash Register payments, insurance payments, and subscription payments is typically a pipe-delimited text file with carriage-return/l

Using the Text Response Report

Published February 9th, 2025 by Chris Joyce

The Text Response Report provides data about any patient who responds to an SMS text notification for select practices and timeframe (This Week, This Month, This Quarter, This Year or Custom Date Period). The patient's response will appear under the Text Response column on the report. It will also appear in the Bill History for the bill. This gives

Configuring Organization Ingestion Settings

Published February 11th, 2025 by Chris Joyce

The Ingestion tab of Organization Configuration is for editing ingestion-related settings for the selected organization. This includes whether the bill type is Lifetime or Episodic, the number of days to ignore statement files if there is a successful transaction, and the number of days till due (used to calculate a bill’s due date). Ingestion Setti

Episodic JSON Statement Specification

Published February 8th, 2025 by Chris Joyce

The following outlines the specifications and minimum required fields for Episodic statement ingestion via JSON file and SFTP. Object Field Required Data Type Description Example schema N string (13) Identifies this statement file as a lifetime statement; hard-coded to "ppay-lifetime" “schema” : “ppay-lifetime” version N string (10) Identifies t

Lifetime JSON Statement Specification

Published February 8th, 2025 by Chris Joyce

The following outlines the specifications and minimum required fields for Lifetime statement ingestion via JSON file and SFTP. https://static.helpjuice.com/helpjuice_production/uploads/upload/image/25718/direct/1745329255847/PatientPaySpecifications.xlsx Object Field Required Data Type Description Example schema N string (13) Identifies this sta

Accessing Account Preferences

Published February 4th, 2025 by Chris Joyce

The Patient Portal allows patients to be able to managing their account preferences using the My Account menu option on the top navigation bar. It has the following options: Profile Payment Methods Plans & Subscriptions Notification Settings Figure 37 - My Account My Profile The My Profile screen allows the patient to view/edit their name, dat

Using the Bill Summary Report

Published February 9th, 2025 by Chris Joyce

The Bill Summary Report provides a listing of bills given specified statuses, aging or balances. It is very effective as an aging report. And it can be used to identify groups of bills that meet specific criteria. This report lets you select one or more practices/organizations, one or more aging buckets, one or more status, and optional minimum and

Lockbox JSON Specification

Published February 8th, 2025 by Chris Joyce

Lockbox payments are typically made to a third-party service via physical check. It is important that PatientPay and the system of record be kept in sync with lockbox payments to ensure the patient's bill balance is accurate. We provide an Lockbox JSON Specification to allow partners to send us a smaller update file that includes transactions made o

Configuring Organization Patient Experience Settings

Published February 11th, 2025 by Chris Joyce

The Patient Experience tab of Organization Configuration provides configuration of miscellaneous settings including whether to display the statement ID or patient ID on the bill, whether patient registration is enabled, whether to show the due date on the bill, whether to show the practice address on the bill, and LiveChat integration. Below is the

Integrating with PatientPay

Published February 8th, 2025 by Chris Joyce

PatientPay offers flexible integration with your EHR or system of record to retrieve statement (bill) and patient/guarantor data, and submit payments/refunds for reconciliation. This includes API integration with popular EHRs including: athenaHealth Azalea Health PointClickCare Additionally, one of the simplest and most common integrations is via ba

Using the Patient Click Through Report

Published February 9th, 2025 by Chris Joyce

The Patient Click Through Report provides click-through rate data, including numbers and percentages, to show how many patients click to view their bill and make payment from the communication sent to them. Click-through rate data can help gauge the effectiveness of the bill communication and how well patients respond. The report can be generated fo

Announcing PatientPay 25.4

Published April 13th, 2025 by Chris Joyce

Go-Live Date This release is generally available on April 16, 2025. Release Overview Below is a summary of the enhancements / fixes in this release: Integration with Optum Straight Through Processing (STP) for C2B virtual credit card (VCC) patient payments Cash Register improvements Payment Plan Report improvements for cancelled plans Recon now su

Using the Daily Activity Summary Report

Published February 9th, 2025 by Chris Joyce

The Daily Activity Summary Report provides a day-by-day tally of key performance metrics for each provider's statements, payments, and communications. This report lets you select one or more provider as well as a specific month. The default is the current month and you can look back 12 months. Figure 137 - Daily Activity Summary Report The report

Configuring Organization Dunning Settings

Published February 11th, 2025 by Chris Joyce

The Dunning tab of Organization Configuration is for configuring the Dunning schedule and settings for an organization. Figure 199 – Organization Configuration Dunning Dunning Configuration PatientPay supports a variety of preset Dunning configurations to choose from depending on your organization’s requirements. Simply choose from the drop-down l

Announcing PatientPay 25.1

Published March 4th, 2025 by Chris Joyce

Go-Live Date This release is generally available on January 13, 2025. Release Overview Below is a summary of the enhancements / fixes in this release: • Subscriptions can now use separate MID and Recon • Azalea Health SmartLaunch now launches Pay Now for bill payment context • Admin Bill History now supports exporting to PDF/Excel • Up

Supported EMV Card Readers

Published March 14th, 2025 by Chris Joyce

An EMV reader is a card terminal that uses Europay, MasterCard, and Visa (EMV) technology to process transactions using chip and pin, chip and signature, contactless, and mobile payments. The technology was developed by a range of major card providers to create more secure, smart card payments. Point-to-point encryption (P2PE) is a security standard

Configuring Partner Ingestion Settings

Published February 10th, 2025 by Chris Joyce

The Ingestion tab of Partner Configuration is for editing the ingestion settings, including the folder(s) that are monitored for new statement files, subfolders to exclude, and the queue into which jobs are inserted. These settings are reserved for advanced users that understand the ingestion configuration and should not be changed. File Monitors Yo

Configuring Partner Communication Settings

Published February 10th, 2025 by Chris Joyce

The Communications tab of Partner Configuration is for configuring partner-level dunning configuration. Print Settings The Print Settings section provides configuration of all partner-level Dunning print settings. The print vendor configuration controls which vendor, destination folder and filename template to use for the partner’s daily print JSO

Print JSON Specification

Published February 8th, 2025 by Chris Joyce

The following outlines the specifications of the print JSON that is sent from PatientPay to print vendors to print statements and letters sent to the patient. Object Field Required Data Type Description schema Y string (13) Identifies this as a payment update file; hard-coded to "ppay-payment-updates" version Y string (5) Identifies the version

Configuring Organizations

Published February 10th, 2025 by Chris Joyce

An organization represents a medical provider (generally the legal entity). Each organization that’s associated with a partner can be edited from the Organizations tab of Partner Configuration. To add a new organization to the partner, choose Add Organization. To edit an existing organization, select the organization from the list. The Organization

Configuring Organizations for a Partner

Published February 10th, 2025 by Chris Joyce

The Organizations tab of Partner Configuration will display a listing of all practices/organizations that belong to the partner, including the the Organization Name, Client Id, Org ID, Practice ID, Location, Communication Status and Account Status. An organization represents a medical provider (generally the legal entity). The Org ID and Practice ID

Accessing the Patient Portal

Published February 8th, 2025 by Chris Joyce

Logging in to View Your Bill The first interaction between PatientPay and a patient is typically through an email, SMS text, or printed statement. The Patient Portal provides three ways to authenticate and view your bill(s): Secure link from Email / SMS Bill Code Login using a vanity URL and unique bill code provided on the printed statement Login f

Paying Your Bill

Published February 8th, 2025 by Chris Joyce

The Bill Payment screen allows the patient to conveniently pay their bill using any number of options offered by their provider including pay now, later, Auto-Pay, or setting up a payment plan. Figure 19 - Patient Portal Pay Now Choose Pay Now to pay your bill immediately using a card on file from your digital wallet or a new credit/debit/HSA card.

Using Cash Register

Published February 9th, 2025 by Chris Joyce

The Cash Register feature is used to manage cash payments to your provider. Figure 153 - Cash Register To enter a cash transaction, you must select a practice and enter the minimally required information of Account Number, Cash Sale Amount, and Cash Taken. The required fields are highlighted in red with a message if left blank. Payment Type lets yo

Using the Opt-Out Report

Published February 9th, 2025 by Chris Joyce

The Opt-Out Report provides data about patient accounts who have chosen to opt out of email and/or text notifications for select practices and timeframe (This Week, This Month, This Quarter, This Year or Custom Date Period). Users can filter by bill status and communication preference (Both, Email Only, Text Only, Neither). By default, we show bill

Configuring Organization Information Settings

Published February 11th, 2025 by Chris Joyce

The Information tab of Organization Configuration is separated into 4 sections: Organization Information Addresses Support URLs Logos Organization Information The Organization Information section of the Information tab has the basic settings for an organization including Organization Name, Organization Short Name (used on SMS communication to keep

Bill Center

Published February 8th, 2025 by Chris Joyce

Bill Center Bill Center is the main landing page for Patient Portal and displays a listing of bills. It is available to all users. Bill Center page has three tabs representing different types of bills: Due All due bills will be displayed here. For lifetime bills, there can only be one due bill at a time Paid All paid bills will be displayed here. Ot

Configuring Partner Payment Settings

Published February 10th, 2025 by Chris Joyce

The Payments tab of Partner Configuration is for editing partner-level payment configuration such as payment plans. This makes it easier to configure and maintain payment plan options partner-wide and not have to touch every organization you add. This layout is the same as organization-level payment plans. The default view is a read-only listing of

Configuring Partner Branding Settings

Published February 10th, 2025 by Chris Joyce

The Branding tab of Partner Configuration is for branding related configuration at the partner level. This allows the administrator to change the labels used in the Admin UI at the partner level and have a consistent user experience across all organizations. Label Settings Label Settings provides the ability to override the label used in the Admin

Using the Ingestion Report

Published February 9th, 2025 by Chris Joyce

The Ingestion Report provides a listing of statement files that have been ingested by PatientPay for a given partner and timeframe. For each file sent to PatientPay, we have the count of bills created, updated, ignored, and failed so that there is full accounting for all statements processed. You can filter the statements in a file by status (Create

Capturing Payment for Bills

Published February 9th, 2025 by Chris Joyce

The Bill Payment screen is displayed when choosing Pay Now after searching for a bill. It allows an admin to capture payment towards the bill. How would you like to pay? You may choose to pay immediately, schedule a payment on a future date, or set up a payment plan (if enabled for the provider in configuration). Then, choose a payment method of cr

Using the Print Job Report

Published February 9th, 2025 by Chris Joyce

The Print Job Report provides a listing of print JSON files that have been sent from PatientPay to the print vendor for a given partner and timeframe. On the main report screen, you can select a partner and time frame to define the scope of the results. The partner drop-down is controlled by security permissions. We have a daily batch process that c

Viewing a Bill's Details

Published February 9th, 2025 by Chris Joyce

The Bill Summary screen displays a comprehensive list of details for a selected bill. The user can take several actions on this screen: Review the bill details including the full audit trail in the Bill History Pay the bill Updating an active payment plan Change the bill status Resend bill communications to the guarantor/patient Send receipts once a

Using the Payment Plan Report

Published February 9th, 2025 by Chris Joyce

The Payment Plan Report provides valuable insights into all payment plans set up in PatientPay for select practices, a specified time frame in which they were created, and plan statuses (Active, Completed or Cancelled). The default is no time frame which means all plans created to-date for the selected practice. We default to Active payment plans bu

Using Create Payment for Time-of-Service or Bill Payments

Published February 9th, 2025 by Chris Joyce

The Create Payment screen is designed for admins to submit payments for a bill, time of service or insurance reimbursement. It is also helpful if a patient wants to make a partial payment, use more than one payment method to pay a bill, or if there are multiple bills that need to be paid for members of the same family (i.e., spouses, children, etc.)

Managing Account Settings in Admin

Published February 9th, 2025 by Chris Joyce

To manage your account settings, click your username in the lower left of the Admin menu, and choose Settings. NOTE: The popup will display your username, followed by the email address for your account, at the top of the popup so you know who you are logged in as at all times. The My Account screen allows the currently logged in user to edit their

Supported Web Browsers

Published February 11th, 2025 by Chris Joyce

Supported Browsers Both the Patient Portal and Admin applications are supported on the following browsers: Browsers Minimum Version Platform Chrome 77.0.3865.120 (Official Build) (64-bit) Desktop Mozilla Firefox 69.0.1 (64-bit) Desktop Safari 12.0.3 Desktop Edge 86.x Desktop Chrome 77.0.3865.69 Mobile (Patient Portal only) Safari 12.0 Mobile (Patien

Getting Started with PatientPay

Published January 31st, 2025 by Chris Joyce

PatientPay helps medical groups, hospitals, and revenue cycle management (RCM) companies get paid more, paid faster, and drive down the cost to collect with a leading end-to-end patient payment solution. PatientPay drives a dramatic increase in patient payments through statements that align with patient Explanation of Benefits (EOB), flexible paymen

Configuring Partners

Published February 10th, 2025 by Chris Joyce

The default view for Admin Configuration is the listing of all partners in the system. A partner is the top-level entity that represents a collection of healthcare providers. The list includes the partner name, partner Id, and account status. The list can be filtered by the name of the partner, or those partners containing an organization name or Cl

Multi-factor Authentication (MFA)

Published February 3rd, 2025 by Chris Joyce

PatientPay Admin utilizes multi-factor authentication (MFA) to protect user accounts and access to patient data. Multi-factor authentication is a security method that requires users to provide more than just a password to access an account. It can help protect accounts from unauthorized access, even if a password is compromised. PatientPay supports

Reset Password

Published February 3rd, 2025 by Chris Joyce

The Reset Password screen is used to guide the user through resetting their password. The user is instructed to enter their username and press Send Reset Instructions to email a password reset link to the email address on file for their username. Validation prompts are given if a username is not provided or if the specified username is invalid. If t

Using Admin Configuration

Published February 4th, 2025 by Chris Joyce

Configuration is intended for PatientPay System Administrators to configure partners and their respective organizations. This gives our Services and Support teams tools to view and manage various settings related to branding, ingestion, payments, dunning, communication, and recon. A partner represents a grouping of medical providers. An organization

Using Insurance Payments

Published April 11th, 2025 by Chris Joyce

The Insurance Payments dashboard is available for clients that wish to process virtual credit card (VCC) payments as reimbursement from the payer. VCC payments are typically processed faster than traditional checks, improving cash flow. And they reduce fraud due to their one-time use. VCC payments generally fall into two categories: C2B (Consumer to

Configuring Organization Payments Settings

Published February 11th, 2025 by Chris Joyce

The Payments tab of Organization Configuration is for configuring all payment-related settings for an organization. This includes the payment processor, supported payment methods, merchant ID (MID) credentials, which fields are required for NOW payments, payment plans, payment locations, Auto-Pay settings, service fees, EMV card readers in your devi

Viewing Guarantor/Patient Details

Published February 9th, 2025 by Chris Joyce

The Guarantor Details screen is displayed when searching and selecting a patient account. Admins can edit view/edit guarantor demographics, opt in/out of email and SMS communications, manage payment methods, manage Now payment plans and subscriptions, and view/pay bills. The screen is broken into three separate tabs: Account, Payment Methods and Pla