Collecting Payments

How to collect a payment for a patient's appointment (Post-pay only)

Healthengine allows you to manually collect payments for bookings set up for Post payment, allowing you to customise when and how much your charge for these appointments.

To set these settings up, go to Practice Admin > Appointment Types and follow the steps listed in “Setting Up Payment Configurations”. 

The ability to collect a payment for post paid appointments is unavailable until 1 hour before the appointment start time, and is available for collection for 28 days post appointment start time. You can see the bookings status in Practice Admin > Bookings > Bookings

• In the bookings table, find the appointment you want to collect a payment from.

• Once a booking is now available for collection, the status will update to “Ready for collection”
• Open the relevant booking and click the "Payments" tab from the top menu

• Type in the amount you wish to collect for your practice. The calculator will add on any fees related to this transaction and display them to you. Please note, the patient can only be charged once and with one amount.
  • If you wish to absorb the transaction fee, adjust the total you collect until the amount payable by patients at the bottom is correct.
  • If you wish your patient to pay the transaction fees, enter the final amount you wish to collect in the text box.
• Click “Collect” and go through the confirmation steps
• The payment status will immediately update to “Paid” if the payment is successful. If unsuccessful, an error will be displayed to show why the payment wasn’t collected. You are able to try to collect the fee again up to 3 times before Stripe flags the transaction as invalid. 

How do I cancel or collect a payment if a patient did not attend their appointment? (Post-pay only)

• Within Practice Admin, navigate to the Bookings page.
• Find the relevant booking you wish to waive or collect a fee for, and open the payments tab in the appointment information pop-up.
• Scroll to the bottom of the appointment information pop-up, and click either “Waive” or “Collect”.
  • Follow the prompts to complete the waive fee action OR
  • Enter in the price for the DNA fee, including any processing fees you wish to charge

How to collect a payment for a patient's appointment (Pre-pay)

Healthengine directs Stripe to automatically collect a patient's payment for their appointment if you set the payment method to prepayment. This is no action required on the practice’s part.

Waiving Payments

How do I waive a Payment? (Post-pay only)

Only possible for post payment, and is usually used when your practice doesn’t want to collect a fee due to bulk billing or other reasons.

• In the bookings table, find the appointment you want to waive the payment from.

• Open the relevant booking, select the payments tab and in the appointment information pop-up click “Waive”.
• You will be asked to confirm if you want to waive the payment.
• Once waived, the status will update automatically in the appointment information pop-up and bookings table.

• A waive action cannot be undone, and you cannot collect further payment from a patient via Healthengine and Stripe. If you wish to undo the waive, you will need to contact the patient directly.

Refunding payments

How do I refund a Payment to the patient? (Pre and Post pay)

A patient is required to have already submitted payment either via pre pay or post pay for a refund to be possible. At this stage, Healthengine only allows for full refunds.

• In the bookings table, find the appointment you want to refund the payment for.
• Click the appointment to open the appointment information pop-up and select the payments tab. If the appointment is eligible for a refund, the “Refund the Patient” option is available.

• Click “Refund the patient” to expand the menu and select a reason from the dropdown menu and click request refund.

• The status in the bookings table will update immediately to reflect the refunded status. Note, it might take a few days for Stripe to release the fees back to the patient. Any transaction fees are also refunded to the patient and are not charged to your practice.

Rescheduling

What happens if a patient wants to cancel or reschedule their appointment?

Currently reschedules are not supported with Stripe Payments. This is because bookings are tied to Practitioner Stripe IDs, which might change in the event of a reschedule. Healthengine are investigating solutions to this, and will update your practice when a solution has been developed.

What happens if I want to cancel or reschedule a patient’s appointment?

If the practice wants to initiate cancelling an appointment, this can be done from within Practice Admin. 

If the patient’s appointment was pre-paid, the appointment fee must be refunded before cancelling the appointment.

• Within Practice Admin, navigate to the Bookings page
• Find the relevant booking you wish to cancel, and open the Payments tab in appointment information pop-up
• Scroll to the bottom of the appointment information pop-up, and click “refund”
• Within the same appointment information pop-up, click the “...” icon in the top right of the appointment information pop-up and click “Cancel booking”
• The bookings tab in Practice Admin will update accordingly to reflect the cancellation and the refund

If the patient’s appointment fee was post-payment (and payment hasn’t been collected yet), you must waive the appointment fee before cancelling the appointment.

Functionality is coming soon to allow for late cancellation collections. In order to activate it for your practice, you will be required to contact Healthengine to turn this setting on.

• Within Practice Admin, navigate to the Bookings page
• Find the relevant booking you wish to cancel, and open the Payments tab in the appointment information pop-up
• Scroll to the bottom of the appointment information pop-up, and click “waive”
• Follow the prompts to complete the waive fee action
• Within the same appointment information pop-up, click the “...” icon in the top right of the appointment information pop-up and click “Cancel booking”
• The bookings tab in Practice Admin will update accordingly to reflect the cancellation and the waived fee

Currently reschedules are not supported with Stripe Payments. This is because bookings are tied to Practitioner Stripe IDs, which might change in the event of a reschedule. Healthengine are investigating solutions to this, and will update your practice when a solution has been developed. Patient initiated cancellations are also not supported at this time.

If you experience any issues, need assistance with making changes, or would like to organise some time to run through this feature, please reach out to our friendly Healthengine Support Team via phone, live chat or email support@healthengine.com.au.