Configuring Organization Communication Settings
Updated at February 18th, 2025
Table of Contents
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 statement JSON be blank.
Figure 214 - Organization Configuration Communication Print Settings
The configuration above controls the value of the dunningMessage field in the print JSON should the statementMessage in the original statement JSON be left blank. It is a text block (maximum 300 characters) that is printed on the statement PDF:
Figure 215 - Statement Message Block on PDF
Below is an example text:
Your Account Status: FINAL NOTICE <cr>Dear Patient:<cr>This letter is regarding the services provided to you at ${practiceName}. We regret that you have not responded to previous statements concerning your past-due account.<cr>This will be your final notice before your account is sent to a collection agency.<cr>Please understand that this action may adversely affect your credit rating.<cr>We have recently sent a correspondence that detailed the services you received, payments from your insurance company, and your current balance due, which is indicated above. To prevent your account from being turned over to a collection agency, full payment must be received within 30 days from the date of this letter or you must contact our office at ${tierOneSupportNumber} to discuss your account and possible payment arrangements. You may also pay your account with a credit card over the telephone or online at ${customUrl}<cr>Paying online or over the telephone will immediately suspend your account from going to collections.<cr>If you have already made a payment, please contact us so that we may verify that the payment has been received. If you have any further questions, please call Customer Service at the number listed below. We appreciate the opportunity to serve you.<cr>Sincerely,<cr>${partnerName} Customer Service
Special Variables
The Statement / Letter Message can contain the following special characters to assist with formatting:
| Variable | Description |
| <cr> | Carriage return / line feed |
| ${partnerName} | Partner name |
| ${practiceName} | Organization short name |
| ${customUrl} | Organization Custom URL |
| ${tierOneSupportNumber} | Organization Support Contact Phone (888-730-9374 if blank) |
Email Settings
Email Settings allows you to configure overrides for the from name/email address, the provider explanation, whether to display the contact us section of the footer, and the physical address on bill communication sent via email.
Figure 216 - Branding Configuration Email
Email From Name
This setting allows you to override the sender name used in email communications sent by PatientPay to the patient. This is helpful if you want billing-related communications to come from a recognizable entity. The default is PatientPay if no value is specified.
Email From Address
This setting allows you to override the sender email address used in email communication sent by PatientPay to the patient. This is helpful if organizations want billing-related communications to come from a recognizable entity. The default is no_reply@patientpay.com if no value is specified. NOTE: This email address must originate from the patientpay.com domain and requires coordination with DevOps to setup a forwarding mailbox. Otherwise, any replies to this email may bounce or not be delivered if considered spoofing.
Email Provider Explanation
This setting allows you to change the provider explanation wording in the footer of all email communication. The default is “You have received this email because your provider is using PatientPay to collect payments.”
Email Contact Us
This setting will control whether to show the support email contact in the footer of all email communication. If toggled on, we will display the “Contact us at” line in the email footer with the Support Email configured in Admin (default is support@patientpay.com). If toggled off, we will not display this line in the email footer. Below is a screenshot of the email footer of our billing emails showing the contact us line.
Figure 217 - Configuration Email Footer
Email Physical Address
This setting allows you to override the physical address that is displayed in the footer of all email communication. The default is the PatientPay corporate headquarters address.
Text Responses
Text Responses allows you to configure overrides for the system default SMS Text responses for each command issued by the patient in response to billing notifications.
Figure 218 - SMS Text Responses
The defaults for each command are provided below.
| Command | Response |
| Start | “You have been successfully enrolled for text messages. Data and messages my apply.” |
| Stop | “You have successfully been unsubscribed. No additional messages will be sent unless requested. Reply START to resubscribe at any time.” |
| Help | “For help, call us at {Tier1support}. Reply STOP to unsubscribe. Reply START to enable. Msg & Data Rates may apply.” |
| <unknown> | “We are unclear in your request. Please respond with HELP, STOP or give us a call at {tier1SupportPhone}” |
| Balance | “Your bill balance is ${dueAmount} and is due on {dueDate}” |
| Card |
Response is either: “You do not currently have a card or bank account setup. Click {link} to quickly and securely pay your bill.” |
| LastPayment |
Response is either: or (if account has no card/ACH linked) |
| Eligible? |
Response is either: “Yes! setup a monthly payment plan for {minInstallment} - {maxInstallment} installments today. Click here {link} and go to Pay Now to review payment plan options today” or “Sorry, your current balance due does not qualify for setting up a payment plan without talking to a customer representative. Please call {tier1supportPhone} to speak to someone about your current needs.” “You have multiple bills that qualify for different payment plan options, please give us a call at {tier1SupportPhone} or click the links above for each bill to review.” |
| Sender? | “This SMS is sent by PatientPay a healthcare service for enabling patients with self-service tools and advanced bill delivery. {orgShortName} recently has contracted PatientPay to help you with a better bill experience with your current balance due. Click the link above and see how mobile payments can be simple.” |
| What is this? | “This is a bill which is due for the medical services provided by {orgShortName}, click the link to see all details, or call us at {tier1supportPhone} to discuss and review the bill details.” |
The following supported variables can be used in the responses:
| Variable | Description |
| {dueAmount} | Due amount for bill |
| {dueDate} | Due date for the bill |
| {last4} | Last four digits to payment method used |
| {link} | Secure link to the bill |
| {maxInstallment} | Maximum installment in payment plan tier |
| {minInstallment} | Minimum installment in payment plan tier |
| {orgShortName} | The short name given to the organization to which the bill belongs |
| {paidAmount} | The last payment amount |
| {paymentDate} | The last payment date |
| {practiceName} | The name of the organization to which the bill belongs |
| {tier1SupportPhone} | Support phone for organization to which the bill belongs |