User Guide — Online Statement-based Experience (formerly QuickPay Portal)

If your practice uses athenaCollector or athenaCommunicator, you can use the Online Statement-based Experience (formerly QuickPay Portal) to improve the collection of patient self-pay balances. There is no additional fee for using the Online Statement-based Experience beyond the monthly and transaction payment processing fees paid to Elavon for Credit Card Plus.

Your patients can use the Online Statement-based Experience on a desktop computer or a mobile device to make full or partial payments. However, patients cannot store credit card information, view payment history, or send messages about bills, and they can pay only amounts shown on the statement where they retrieved the statement code.

• If the current outstanding balance is greater than the statement balance (because the patient incurred additional charges since the statement was issued), the patient can pay only the statement balance using the Online Statement-based Experience.
• If the current outstanding balance is less than the statement balance (because the patient made a partial payment since the statement was issued), the patient can review the remaining outstanding balance associated with the statement and use the Online Statement-based Experience to pay the remaining balance.

The Online Statement-based Experience (formerly QuickPay Portal) is enabled automatically if your organization has an e‑commerce merchant ID (MID) with Elavon. If you do not have an e‑commerce MID, we can establish one for you. You need one MID per medical group.

Note: The typical implementation time for an e‑commerce MID is approximately 4 to 6 weeks.

If your practice uses athenaCommunicator and accepts payments via the Patient Portal, you can also accept payments via the Online Statement-based Experience if your practice uses these services:

• athenaCollector
• U.S. Bank account
• athenaMailbox
• Credit Card Plus

To make an online payment using the Online Statement-based Experience (formerly QuickPay Portal) or the Guest Payment service, patients must use a computer or mobile device with one of these supported browsers:

• Chrome
• Microsoft Edge (for Windows 7, Windows 8/8.1, Windows 10, and Windows 11)
• Mozilla Firefox
• Safari (for Apple devices only)

Patients who attempt to use an unsupported browser (such as Internet Explorer) to access the Online Statement-based Experience or the Guest Payment service receive a message with links to download a supported browser.

Note: If patients ask you about these messages, please encourage them to upgrade to a supported browser using the links displayed in the alerts.

You can add your practice logo to the Online Statement-based Experience (formerly QuickPay Portal) so that it appears on the desktop version.

Note: The mobile version of the Online Statement-based Experience does not display a practice logo.

To add (or update) your practice logo, please contact the CSC from athenaOne > Support > Success Community > Contact Client Support Center.

• The logo must have a maximum width of 960 pixels and an aspect ratio of 5:1.
• The logo must be in .gif, .png, or .jpg format.

If your practice uses athenaCommunicator and you accept Patient Portal payments, you can use the Online Statement-based Experience (formerly QuickPay Portal) to collect one-time payments from the same URL as the Patient Portal. When patients display the Patient Portal landing page, they can make a payment in one of two ways:

• Use the Make a One-Time Payment option (link to the Online Statement-based Experience) on the landing page by entering the statement ID from the printed statement. Using this option, your patients can pay outstanding balances and print a payment confirmation receipt.
• Log on to the Patient Portal to see past statements and pay outstanding balances.

You can create alternate, patient-facing names to replace the provider billing name, department name, and procedure code descriptions that appear on patient statements and on the Patient Portal. You can also create text for custom adjustments, such as "Employee Discount" or "Self-Pay Discount."

To create a patient-facing provider name

1. Display the Providers page: On the Main Menu, click Settings > Billing. In the left menu, under Practice Links — Providers, click Providers.
2. Click Add provider to add a new provider, or click edit to update an existing provider.
3. Add or edit the provider as you normally would.

Patient Communication

4. Patient Portal — Select the Display this provider in the Patient Portal option if you want the provider's name to appear in Patient Portal menus. If you do not select this option, patients cannot send messages or request appointments for this provider.
   Note: This field appears only if you have the athenaCommunicator service.

5. Name — Enter the name for the provider as it will appear in email messages to patients (Subject line, body, and signature of the email). This name is also used in the greeting of automated calls and on the Patient Portal, as well as on patient statements.
   For billing statements, the name you enter in this field overrides the value entered in the Billed name field.

   • You can select the Same as billed name option to use the provider name specified in the Billed name field.
   • If you prefer not to display the provider's name, you can enter "Your Provider" in this field.
6. SMS name — Enter a shortened name for the provider as it will appear in automated text messages to patients (20-character maximum).
• You can select the Same as name option to use the provider name specified in the Name field.
• If you prefer not to display the provider's name, you can enter "Your Provider" in this field.
7. Primary department — Select the provider's home department as it should appear on the Patient Portal.
   Note: This field appears only if you have the athenaCommunicator service.

8. Click Save.

To create a patient-facing department name

 

The patient messaging settings specified on the Patient Communication Content Management page can be viewed and edited on the Departments page.

1. Display the Departments page: On the Main Menu, click Settings > Billing. In the left menu, under Practice Links — Departments, click Departments.
2. If you are editing the settings for an existing department, locate the department in the Departments list, and click the update link.
3. Scroll down to the Patient Communications section.
4. You can select Use practice settings (or Use brand settings).
• To create settings for the department that differ from the practice or brand settings, click Use custom settings.
• To remove custom department settings and revert to the settings for the practice or brand, click Use practice settings (or Use brand settings) and then click Save.
5. If you are creating or editing custom settings for patient messaging, edit the following fields.

General Display Settings

6. Name — Enter the name for the department as it will appear in email messages to patients (Subject line, body, and signature of the email). This name is also used in the greeting of automated calls and on the Patient Portal, as well as in patient statements.
   Note: For patient statements, the name you enter in this field overrides the value entered in the Billing name field on the Departments page.
7. Phone number — Enter the general contact phone number for the department. This phone number is used in automated messages to patients. Patients can call this number to reach the office by phone.
   Note: To include the department address in appointment reminder emails, make sure that the Office Address field at the top of the Departments page contains an address (the city, state, and ZIP code are required).
8. SMS name — Enter a shortened name for the department as it will appear in automated text messages to patients (you can enter up to 20 characters).

Billing Display Settings

9. Same as General Display Settings — Select this option to use the same phone number for billing-related messages that you entered in the General Display Settings Phone number field.
10. Phone number — Enter the phone number used for billing-related messages. For self-pay reminders, this setting overrides the general phone number. Patients can call this number to reach the office by phone.
11. Click Save.

To create a patient-facing procedure code description

1. Display the Fee Schedules page: On the Main Menu, click Settings > Billing. In the left menu, under Practice Links — Fee and Allowable Schedules, click Fee Schedules.
2. Click edit procedure fees next to an unexpired fee schedule.
   The Procedure Fees page appears.
3. Click Show All.
4. Click update for a procedure code.
5. Patient-facing description — Enter a patient-facing description for the procedure code. This description will appear on billing statements.
6. Click Save.

To create patient-facing text for a custom transaction code

 

Note: This procedure requires that the Return Mail Service feature be enabled for your practice.

1. Display the Custom Transaction Codes page: On the Main Menu, click Settings > Practice Manager. In the left menu, under Practice Links — Miscellaneous, click Custom Transaction Codes.
2. Add a new custom transaction code, or click update for an existing custom transaction code.
3. Text on Patient Statement — Enter the text to appear on the patient statement when this code is applied to a patient's balance.
4. Click Save.

You can give these instructions to patients who need help paying balances using the Online Statement-based Experience (formerly QuickPay Portal). The Online Statement-based Experience works much the same way when used on a mobile device or on a computer.

Before logging on, patients need to find the statement (or QuickPay) code on their paper statements.

Note: To retrieve the statement code for a patient, display the Billing Summary or Patient Activity page. At the bottom of the page, locate the Patient Statements table and click view to display the appropriate statement.

1. In a browser window, enter the URL that appears on the statement: https://payment.athenahealth.com.
   The Welcome page opens.
2. Enter the statement (QuickPay) code from your printed statement, and then click Continue.
   You do not need to enter the dashes in the QuickPay code; you can enter letters in uppercase or lowercase.
   Note: If you need help finding the statement code, click Where can I find my code?.
3. On the account summary page, you can see the total amount due, any insurance discounts applied, the amount paid by insurance, and the amount previously paid by you. Click View breakdown to see the details of your open bills.
4. At the top of the account summary page, click Make a Payment.
5. Enter the amount that you want to pay. By default, the whole amount is selected.
6. Click Pay Now.
   A secure payment window opens.
7. Enter your credit card information and your billing address.
8. Click Review Payment.
9. Review your credit card information, your billing address, and the amount to pay.
10. Click Confirm Payment.
    The Payment Confirmation page displays the details of your payment. You can enter your email address on this page to have a copy of the receipt mailed to your email address.
11. If you have a Patient Portal account, you see a message about receiving e-statements instead of paper statements in the future. To receive e-statements:
    1. Click Log in to our patient portal.
       The Patient Portal login page appears.
    2. Log in to the Patient Portal.
       The My Profile page of the Patient Portal appears, with the Notification Settings tab displayed.
    3. Select the Go paperless and receive your statements online option (at the bottom of the tab) and then click Save.

Troubleshooting for patients using the Online Statement-based Experience

 

If patients report that the statement (QuickPay) code on a statement is not working, an error message provides an explanation and the next steps patients should take to pay their bill.

• Invalid Code. The bill you are trying to pay is more than a year old, or the bill has already been paid in full (use the statement code on your latest bill).
• Code cannot be used, because online payments are not supported. You can still make a payment by mail or by contacting the practice listed on your bill.

You can use the E-Payment Activity report to determine how much revenue was collected through the Online Statement-based Experience (formerly QuickPay Portal). You can also see how much of the revenue was collected from patients using a mobile device or a desktop computer.

1. Display the Report Library: On the Main Menu, click Reports. Under General, click Report Library.
2. Click the Financial tab.
3. Click run next to the E-Payment Activity report in the Standard Reports section of the tab.
   The Run Report: E-Payment Activity page appears.
4. From date - To date — Enter the start and end dates for the report, or select a date range from the menu.
5. Report by Deposit Date — Select this option to run the report by deposit date.
   For example, if you run this report on a Monday with From date - To date set to today, you see all payments created on that Monday. If you select the Report by Deposit Date option, you will probably also see transactions from late Friday of the previous week.
6. Transaction Status — Select successful transactions only, failed transactions only, or all transactions.
7. Transaction Type — To report only on payments made using the Online Statement-based Experience, click Selected and then select QuickPay Portal CC Payment.

   Note: If no patients have used the Online Statement-based Experience, the QuickPay Portal CC Payment option does not appear in this menu.

8. Department — Do not edit this field.
9. User Name — Do not edit this field.
10. Payment Method — To report on Online Statement-based Experience payments made using specific credit cards, click Selected and then select one or more credit cards to report on.
11. Report Format — Select a report format.
• HTML table
• Text (tab-delimited)
• Text (comma-delimited)

Note: If you want to sort Online Statement-based Experience payments by mobile device versus computer payments, select the Text (comma-delimited) option.

12. Report Options — Select or deselect report options.
13. Click Run Report.
    If you selected the Text (comma-delimited) option, the .csv file is saved to your computer.
14. If you saved the report to a .csv file:
1. Open the file in Microsoft Excel.
2. To see payments collected using the mobile and desktop versions of the Online Statement-based Experience, filter the username column by PORTALMOBILE or PORTALDESKTOP, respectively.