Credit Card Plus — Manage Credit Card Agreements

You should review and resolve credit card payment issues at least once a week.

1. Display the Manage Credit Card Agreements page: On the Main Menu, click Financials. Under MONEY MANAGEMENT, click Credit Card Agreements.
   
2. Click the Requiring Attention tab. This tab displays by department the number of patients that require attention for three types of events:
• Failed Payments — A "failed payment event" occurs when athenaOne attempts to charge a credit card according to an existing electronic payment agreement and the transaction fails for a valid reason (for example, not due to temporary connectivity failure; in the case of temporary connectivity failure, athenaOne retries the transaction until it succeeds). When a transaction fails, athenaOne sends a failure notification by email to the patient, cancels the electronic payment agreement, drops the remaining balance due to the patient statement, and updates the Failed Payments section of the Requiring Attention tab.
• Invalid Email Addresses — When athenaOne attempts to send an automated payment notification or receipt to your patient, it occasionally encounters an error indicating that the email address on file is not valid. In this case, the patient does not receive the intended message.
• Inactive agreements — Any credit card agreement that is inactive for a year will no longer be valid. Review these agreements and re-establish them with the cardholder.

1. Display the Manage Credit Card Agreements page: On the Main Menu, click Financials. Under MONEY MANAGEMENT, click Credit Card Agreements.
2. Click the Requiring Attention tab.
3. Click a hyperlink in the Failed Payments column.  
   The Agreements Worklist for failed payments appears in the Task Bar on the left.
   Important: The original electronic payment agreement is now inactive, so make a note to create a new agreement (with a valid credit card) when the patient is next in the office. You cannot establish an agreement outside the appointment workflow, so the patient must be present.
4. Click the patient's name to display the patient's Quickview page, where you can see the patient's contact information.
5. Phone the patient, and attempt to collect payment using the Collect Payment page: On the Patient Actions Bar, click Billing, and then click Collect Patient Payment.
6. Process the payment over the phone, following the usual steps to collect payment.
   Important: When collecting the payment over the phone, remind patients that they will also receive by mail a patient statement for the balance due. Let patients know that they should not make a second, duplicate payment, based on the patient statement.
7. Check the box next to the patient's name in the Agreements Worklist.
8. Click Mark as Worked.
   This action removes the patient from the Failed Payments column.
9. Click return to dashboard at the top of the Agreements Worklist to complete additional tasks.

1. Display the Manage Credit Card Agreements page: On the Main Menu, click Financials. Under MONEY MANAGEMENT, click Credit Card Agreements.
2. Click the Requiring Attention tab.
3. Click a linked number in the Invalid Email Addresses column.
   The Agreement Worklist for invalid email addresses appears in the Task Bar on the left.
4. Click (edit) next to the email address.
   The Agreement Details tab on the Manage Credit Card Agreements page appears.
5. Phone the patient to obtain the correct email address.
6. Email — Enter the new email address.
7. Click save.
   athenaOne automatically removes the agreement from the Invalid Email Addresses column.
   Important: Editing the email address does not automatically send the original notification or receipt to the new email address, and it does not update the patient's email address on the Quickview. If the patient needs a copy of the receipt, print it from the Agreement Details tab and send it to the patient by mail, or copy and paste it into an email and send it by email.

1. Display the Manage Credit Card Agreements page: On the Main Menu, click Financials. Under MONEY MANAGEMENT, click Credit Card Agreements.
2. Click the All Agreements tab.
   A list of agreements appears at the bottom of page.

You can filter the list to find the agreement you need

3. Date range — Select the From date and To date to filter the list for specific dates.
4. Status — Select a status to filter the list by that status.
5. Agreement ID — Enter the agreement ID.
6. Created by — Enter the username of the user who created the agreement.
7. Patient — Enter a patient ID to filter the list by that patient.

8. Type — Select an agreement type.

   
   

   Note: The One-Year Card on File type includes both One year contracts and Card Expiry contracts. To find just the One year contracts, we recommend filtering by Date range.

    

9. Department — Select a department.
10. Click Filter.
    The Credit Card Agreements section shows only those agreements that match your criteria.

Review the details of the agreement

11. Click details next to an agreement.
    A page for that agreement appears with three sections:
    • Agreement Details — Displays the most relevant information about the specific agreement.
    • Payment History — Displays a chronological list of all payment events associated with the agreement.
    • Email History — Displays a chronological list of all email events associated with the agreement.
      Click view to display the contents of the email message.

Important: Because the Agreement Details tab includes email history and allows access to the email messages, you will not receive by email a copy of electronic payment agreement-related messages sent to your patients.

When a patient has a question about a specific email message or did not receive an email notification or receipt, you can view the messages sent.

1. Display the Manage Credit Card Agreements page: On the Main Menu, click Financials. Under MONEY MANAGEMENT, click Credit Card Agreements.
2. Click the All Agreements tab.
   
   A list of agreements appears at the bottom of page.
3. Click details next to an agreement.
   A page for that agreement appears.
4. Scroll down to the Email History section.
5. Click view to display the contents of an email message.

1. Display the Manage Credit Card Agreements page: On the Main Menu, click Financials. Under MONEY MANAGEMENT, click Credit Card Agreements.
2. Click the All Agreements tab.
   A list of agreements appears at the bottom of page.
3. Click details next to an agreement.
   A page for that agreement appears.
4. Click Cancel Agreement.
   A warning message appears.
5. Click Yes.
   
   Note: If you accidentally cancel a credit card agreement, the patient still receives this message. You cannot undo a credit card agreement cancellation; you must create a new agreement.

When you cancel a credit card agreement, the patient receives this email confirmation that the credit card agreement has been canceled:

Dear [recipient name]

 

Your card on file was canceled. Any future or outstanding charges will be billed by [medical practice name].

 

If you have any questions, please contact [medical practice name].

 

Card number ending in:

Cardholder name:

Agreement ID:

Patient ID:

 

Thank you

[medical practice name]

1. Display the Manage Credit Card Agreements page: On the Main Menu, click Financials. Under MONEY MANAGEMENT, click Credit Card Agreements.
2. Click the All Agreements tab.
   A list of agreements appears at the bottom of page.
3. Click details next to an agreement.
   
   A page for that agreement appears.
4. Click Reprint.
   
   A copy of the agreement appears.
5. Click Print Agreement.

Requiring Attention — Use this tab when you want to pursue failed payments or update email addresses associated with Card on File agreements.

Cards require review when:

• Payments fail due to a declined card — If a card is declined, the credit card agreement is cancelled, and the patient receives a statement. You should call and inform the patient that the credit card used for payment was declined, and collect payment over the phone.
• Emails fail due to an invalid email address — If an email fails, call the patient and ask for a new email address. As soon as the new email address is in place, the card on file or payment plan resumes.

Pending Charges — Use this tab when you want to give a courtesy call to card on file patients who are about to be charged a large amount or who have delicate personal finances. If you want to do this, we recommend reviewing this page twice per week.

All Agreements — Use this tab when you want to review details, cancel, or reprint Card on File agreements.

Electronic payment contracts also work with Family Billing.

To use Family Billing, an athenahealth employee must enable this functionality for you.

Card on File agreements for Family Billing

• Only one Card on File agreement can exist for a family.
• A Card on File agreement newly established for any member of a family covers all future claims for all members of the family.
• When a member removed from a family is not the originator of the agreement, the claims for the removed family member are no longer associated with the Card on File agreement.
• When a member removed from a family is the Card on File agreement originator, the agreement moves with the removed family member; that is, athenaOne removes from the Card on File agreement all claims for all other family members.
• The following message appears in the confirmation pop-up window when removing a family member: "A Card on File agreement exists for this family. Current and future claims for the removed family member will not be associated with this agreement. If the family member being removed is the Card on File agreement originator, then the claims for all other family members will be removed from the agreement."
• When adding a family member (or registering a new family member), all future claims for the new family member are added to the existing Card on File agreement.
• The following message appears on the Family Member Lookup pop-up window when adding a patient to a family with an existing One-Year agreement: "A Card on File agreement exists for this family. All future claims for the newly added patient will be associated with the existing agreement."

Electronic payment plans for Family Billing

• Multiple electronic payment plans can exist for a single family.
• A newly established electronic payment plan using the Collect Payment page for any family member includes all existing charges not already on a payment plan for all family members.
• For electronic payment plans shared among family members, the plan is cancelled for all family members, if a single family member is removed from the family.
• The following message appears in the confirmation pop-up window when removing a family member: "A shared credit card Payment Plan agreement exists for this family. As a security control, removing a family member will cancel the existing agreement."
• When adding a family member, athenaOne does not add outstanding balances to an existing electronic payment plan. You can add these balances manually using the Update Payment Plan page.

Using the Report Builder, you can report on Card on File and Credit Card Plus payment plans. For example, you can build a report to understand past e-payment activity.

E-Payment Contract display columns and filters

 

When you select the Transaction Activity type on the Choose Report Type tab of the Report Builder, you can use the following display columns and filters in the E-Payment Contract section:

• E-Payment Contract Class Name — Name of the E-Payment contract class
• E-Payment Contract Created — Date that the E-Payment contract was created
• E-Payment Contract Created By — Username of the E-Payment contract creator
• E-Payment Contract Department — Department in which the E-Payment contract was created
• E-Payment Contract Expiration Date — Date that the E-Payment contract expired
• E-Payment Contract ID — ID of the E-Payment contract
• E-Payment Contract Maximum Amount — Maximum payment amount that a user can submit
• E-Payment Contract Minimum Amount — Minimum payment amount that a user can submit
• E-Payment Contract Signed — Date that the E-Payment contract was signed
• E-Payment Contract Start Date — Date that the E-Payment contract started
• E-Payment Contract Status — Status of the E-Payment contract

Measures display columns and filters

 

When you select the Transaction Activity type on the Choose Report Type tab of the Report Builder, you can use the following display columns and filters in the Measures section:

• Count of E-Payment Contracts (#) — Number of existing E-Payment contracts
• Sum of E-Payment Contract Available Balance ($) — Available balance of remaining E-Payment contracts
• Sum of E-Payment Contract Balance ($) — Total balance of E-Payments made