INSIGHT Patient Payments FAQ

When patients make the payment, credit cards are saved automatically for (one-time) bill payments and payment plans.

When clinics make the payment, the admin users have the option to save a credit card to the patient's account for (one-time) bill payments.

Receipts may be printed at the time of payment or receipts can be generated by looking up a patient bill (from the Dashboard > Search, find the patient, and click on "View Bill"). On the bill, there is a "Send Receipts" button in the upper right-hand corner of the bill that will allow receipts (email, text, or PDF) to be resent.

The aggregate amount of all bills will display.

PatientPay will add a dummy phone number with a (588) area code.

PatientPay will enter a dummy email address. All dummy emails will end in “@ppay-patient-account.com”

If the data follows a naming convention then PatientPay can configure “black-list” rules to prevent delivery.

This behavior could be an issue with the internet browser caching. A way to check is to use your internet browser's “incognito” mode for Chrome or “InPrivate” browsing for Microsoft Edge. The options become available when you right-click on the icon in your taskbar. Ensure that there is only one browser window open at a time.

Sometimes the column “Patient” is meant generically to mean the account holder.

This can be changed on the bill in PatientPay by updating the status to "Hold" > "Suspend" > Choose a number.

Please note:

• If "0" is set, until the setting is manually changed, statements and communications will be paused and the patient’s balance will still accrue new charges.
• If any number greater than 0 is used, statements and communications will be paused, however, the patient’s balance will not accrue new charges. After the number of days selected has elapsed the account status will return to “Due”.

Normal dunning messages are paused until the balance is current, however, patients will receive an electronic message 3 days before the next installment due date, reminding the patient that the amount will be automatically deducted.

If the integration is activated before 9:45 AM Eastern Time (ET), the messages are queued at 9:45 AM ET and sent after 9:45 AM local time. If the integration is activated after, then there will be a one-day delay from activation.

Collection efforts are attempted for 4 cycles (30 days per cycle) for a total of 120 days before dunning efforts are discontinued. Efforts are only discontinued if there has been no activity on the account.

The patient's record Bill History will display all communications sent to the patient.

The minimum balance accrued before a patient starts receiving communication requesting payment. No patient will receive any communication if their balance is below this threshold.

Electronic communications (text and email) will be sent every 7 days, starting Day 1.

Paper statements are sent out on Day 9, Day 39, Day 60, and Day 90, unless the patient is both missing the email and phone number.

• Day 1 (if no phone or email is on file)
• Day 9 (if no payments are made)

• Day 30 (if no phone or email is on file)

• Day 39 (if no payments are made)

• Day 60

• Day 90

Collections will begin after a charge is passed to Patient Responsibility in Insight.

All patients with a balance above the minimum communication threshold will receive the message unless their bill has been suspended in PatientPay.

No, they do not expire.

The guarantor will get one text for each of the dependents billed.

They will be able to tell which dependent the bill belongs to after they click on the link in the text and log in using the dependent's birthdate to access the portal.

Note: Other bills related to the guarantor may be viewed via the guarantor’s Bill Center (in the top-right corner).

After clicking the text link, the dependent's bill may be accessed by entering the patient's birthdate or the guarantor's birthdate.

Guarantors addresses are listed on the dependent's patient record.

Other bills related to the guarantor may be viewed via the guarantor’s Bill Center (in the top-right corner).

Yes, the Statement Message in the PatientPay portal matches the Statement Message in InsightBilling's Statement Settings. The messages configured in InsightBilling (Print > Statements > Statement Settings) controls the output of the Statement Message sent to PatientPay.

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Yes, patients will receive electronic messages 3 days before the next installment due date reminding them that the amounts will be automatically deducted.

The payment plan represents the aggregate balance of all the bills.

When the current payment plan threshold is exceeded then the patient will receive an electronic notification that the current payment plan has exceeded its threshold. A link will be provided for the patient to enroll in a new payment plan.

No. Links sent to the patient are uniquely generated and signed, therefore a universal weblink is not currently available.