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 Plans and Subscriptions.

Figure 54 - Guarantor Details Account Details

Account Details

The Account Details section provides a summary of the guarantor demographics including name, date of birth, email, mobile phone, home phone, address, social security number, and drivers license number/state. We also show the current communication preferences for email, SMS and paper. A color-coded icon is displayed next to email and phone numbers indicating whether they have been deemed valid and the type of number. Below is the table outlining the different icons and their meaning:

Figure 55 - Email and Phone Status Icons

To edit the guarantor’s details, press the Edit button in the upper right to activate edit mode. Press Save to commit your changes and Cancel to abandon any changes.

Figure 56 - Edit Guarantor Demographics

There are two ways to automatically opt-out from electronic communications:

• Manually toggle the preferences from Admin or Patient Portal
• Send a statement JSON with electronicOptOut : true, E, M, or B

The guarantor must have at least one notification (Email, SMS or paper) enabled so that PatientPay can communicate with them regarding their bill(s).

If the patient or admin has updated the guarantor’s demographics, a warning banner will be displayed indicating that demographic updates will be ignored during Ingestion. This is because we treat the patient’s update as more recent than the system of record. To clear this and return to accepting demographic updates from the system of record, simply press Clear. You will need to confirm you want to clear the flag before the warning banner is removed. An event will be recorded to the Bill History indicating that the demographic update flag was cleared.

Figure 57 - Demographic Updates Blocked

Payment Methods

To view, edit or delete payment methods for the guarantor, choose the Payment Methods tab at the top of the screen. This screen lists any cards or ACH on file by card type and the last four digits.

Figure 58 - Guarantor Details Payment Methods

Click the Edit icon to edit the card details. NOTE: You cannot edit the card number.

Figure 59 - Edit Payment Method

Click the delete icon to permanently remove the card. You must confirm before removing the card. NOTE: This icon will be disabled if the card is actively enrolled in a future payment or payment plan.

Figure 60 - Delete Payment Method

If any payment method is enrolled in Auto-Pay, the badge will be displayed next to it in the listing:

Figure 61 - Auto-Pay Payment Methods

If an admin wants to unenroll a payment method from Auto-Pay, they can edit a payment method and toggle the switch globally or for a specific organization. They can also edit the maximum bill amount for each organization they are enrolled for at any time.

Figure 62 - Edit Payment Method Auto-Pay

Plans & Subscriptions

To view, edit or delete active Now payment plans and subscriptions for the guarantor, choose the Plans & Subscriptions tab at the top of the screen (if feature flag is enabled for the guarantor’s organizations). A subscription represents a recurring Now payment. This listing shows the practice name, description, interview (Weekly, Bi-Monthly, or Monthly), type (Perpetual or Fixed), number of payments (if Fixed), day of week/month, amount, and payment method.

Figure 63 - Guarantor Details Subscriptions

The admin can edit any subscription or cancel it using the edit/delete icons under the Actions column. If the subscription is changed or cancelled, the patient/guarantor will receive an email/text notification informing them of the change.

Bills & Payments

The Bills & Payments section of Guarantor Details displays a listing of active bills. The default is to sort by Statement Date so that the most recent statements appear first. There are filters by bill status and search criteria, but the default is to list bills in status DUE, PAID and SUSPENDED. If the admin wants to look for specific bill status or filter bills but those with a specific criterion (statement ID, patient ID, amount due or transaction amount), they can use these filters. Transaction amount can be positive or negative values (e.g., refunds).

The bill listing includes the following columns: Practice (unless all bills are for the same practice), Statement ID, Patient ID, Patient Name, Statement Date, Service Date, Status, and Amount Due. The bill listing also includes a Payments and/or Refunds indictor icon. This gives the admin a quick glance of bills that have payment or voids/refunds without having to click through each one. The absence of the icon means there is no payment or void/refund. If the admin hovers over the icon, a Transaction Detail popup will display the full transaction history for the bill in reverse chronological order (similar to Bill History).

Figure 64 - Bills & Payments Listing

Figure 65 - Transaction Detail Popup

To view a bill, select the View Bill button and you will be shown the Bill Summary screen. If your bill is setup on a payment plan (status SCHEDULED PAYMENT), you can select the View Plan button and you will be shown the Bill Summary screen as well. To pay a bill, select the Pay Now button and you will be shown the Bill Payment screen.