Table of Contents

What is Payment Requests?

When should I use Payment Requests?

How do I use Payment Requests for an outstanding amount?

Can I send my own payment requests?

What is Payment Requests?

We know that collecting outstanding payments, chasing down patient accounts and follow up payment calls are time consuming and awkward, and can represent a large portion of unclaimed revenue for your practice.

With Healthengine’s Payment Request feature, you can now create online Payment Requests outstanding invoices for your patients to pay for online, freeing up front desk space to spend on other tasks. Patients can be notified by email or SMS, and are provided a payment confirmation upon successful completion, automating the entire process.

When should I use Payment Requests?

You can use Payment Requests for all types of outstanding accounts, for any type of patient regardless of if they are a new or existing patient, or booked via Healthengine or your practice directly. All you need is an invoice number, and their contact details.

The most common reasons practices use Payment Requests include:

• A patient left the practice without paying
• A patient has an outstanding debt with the practice
• A patient completed a telehealth appointment and the normal process previously was to call the patient and collect payment over the phone
• The patient booked directly with your practice, for an appointment type you'd like to collection prepayment on before their appointment
• You'd like to collect a deposit prior to the appointment
• The patient skipped payment on the Healthengine due to eligibility criteria, but that has since changed
• The patient has an additional fee they need to pay for they didn't as part of their visit to your practice

How do I use Payment Requests for an outstanding amount?

In order to use Payment Requests you need to have previously set up a Stripe account with Healthengine for your practice so that we can collect the payment on your behalf. More information on how to do that can be found here.

Once a Stripe account has been set up, you are all ready to go.

• Navigate to Practice Admin, and go to Payments > Payment Requests
• In the top right, click the "New Payment request" button to open the request page

Click image to enlarge

• You can choose how you want to contact the payee. If you select SMS, the mobile number field becomes available. In order to generate a request, we require at least one contact method
  • Healthengine always requires the email address of the Payee so we can send a payment confirmation receipt to them upon completion of the request, regardless of if you contact the payee via email or not
• Enter the Payee's details, including first name, last name and email address for the payee
• Click continue

Click image to enlarge 

• You can now enter the payment details, including the amount you receive, a description (For the first iteration, this reason is locked to Outstanding Balance), the Practice invoice number and which account receives the payment
• On the right, you can see a breakdown of the fees and GST from a payee perspective. These fees are added to the amount you have written in "Amount you receive"

Click image to enlarge 

• The final page is a preview page, where you can read and review the information you've entered
  • If you need to edit anything, you can press back and edit the values
  • If you are happy, you can press Confirm and send request

Click image to enlarge 

• The request is then added to the dashboard with a matching status so you can see if the request has been paid or not

Click image to enlarge 

• You can click on the eye icon to view more details of the request, or if it has been sent in error, cancel the request

Click image to enlarge 

• Filters exist to help you manage your requests so you can narrow down requests by status, and you can search for specific invoices or patients if you wish to see specific information relating to a specific person

Click image to enlarge 

• Once a request has been sent, the patient will receive an email and/or SMS outlining the request asking them to pay online

Click image to enlarge 

• Upon clicking the link, the patient is taken to a secure payment portal to make their payment

Click image to enlarge 

• Once successfully paid, the payee sees a confirmation screen, and receives a payment confirmation receipt separately. The status in Practice Admin updates as well to reflect the payment, and the request is now shown in the reconciliation payment activity page, under the service type "Payment req."

Click image to enlarge 

Can I send my own payment requests?

You can copy and paste the URL from a completed payment request into your practice's own system or communications if you'd like to send a follow up message, or personalise the message more for your patients.

Once you have generated the payment request and the status is set to "request sent", you can click the details eye icon to open up the payment request. There is a section here called "Payment page" and if you copy the link, or open the hyperlinked page you can retrieve the URL for the patient's payment

Click image to enlarge 

In the below image, the URL is in the top left.

Click image to enlarge