This feature is designed to increase your front desk efficiency by allowing receptionists to collect payments for all your appointments in the HotDoc Sidebar and have greater visibility over your payment activity. Please read below to view the journey, as well as FAQs about how this works.
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Please note: This feature is in trials and is not available to all customers. |
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In this article |
How payments in the HotDoc Sidebar works - Video guide
What do the different statuses in the Sidebar mean
Payments can be accessed by going into the Sidebar and clicking 'Payments to action', Here you will find a list of patients appointments to action. Below is what each of the status' mean:
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To action - Payment activity that requires your attention
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Patients with a stored card
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Payments completed today
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Activity list order
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How to collect a payment in the HotDoc Sidebar
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Please select the appropriate tab below to see the instructions for your practice software. |
Best Practice
Once the patient’s appointment time has passed or they’re status is in billing, you will see in the Sidebar that the patient’s card is ready to collect.
- To collect in the Sidebar and process the invoice by clicking 'Pay Now':
- To collect in the Sidebar and process the invoice by clicking 'Store':
To collect in the Sidebar and process the invoice by clicking 'Pay Now':
- Open the Sidebar and click the Pin icon to pin the Sidebar so that you can use it side-by-side with your practice software, and go to Menu > Bookings:
- Click the Payments to action tab and you will see a list of appointments with a payment method for today.
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Create an account for the patient in your practice software and finalise any item numbers/cost, ensuring bill to: patient/head of family and click 'Collect'
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Manually adjust the invoice amount so it matches the total in the account, and press 'Collect' to charge the patient:
- You'll see the payment was successful and you can click 'Pay Now' on the patients account in BP.
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The status of the appointment in the Sidebar will change to 'Needs receipt'. Finalise the invoice by entering the full amount in the 'Direct credit' field and check the box to Submit Medicare claim (if applicable), then process the invoice:
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The status of the patients appointment in the Sidebar will change to paid as the invoice is receipted:
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The status of the patients appointment in the Sidebar will change to paid as the invoice is receipted:
To collect in the Sidebar and process the invoice by clicking 'Store':
- Open the Sidebar and click the Pin icon to pin the Sidebar so that you can use it side-by-side with your practice software, and go to Menu > Bookings:
- Click the Payments to action tab and you will see a list of appointments with a payment method for today.
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Create the account for the patient in your practice software and finalise any item numbers/cost, then click "Store"
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If you check the Open Billing History checkbox, their unpaid invoice will be easily accessible
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If you check the Open Billing History checkbox, their unpaid invoice will be easily accessible
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In the Sidebar, when you click "Collect" you will see the 'Amount synced' from the account, and can click "collect" without adjusting this.
- Note: It may take up to 30 seconds to sync the invoice amount
- Note: It may take up to 30 seconds to sync the invoice amount
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You will then see a 'Needs receipt' status next to the patients name as a reminder to receipt the invoice and send any medicare claims.
- You will then need to go into the patient's account to finalise the invoice in your Billing History
- Then enter the full amount in 'Direct credit', and check the box to Submit Medicare claim (if applicable), then process the invoice:
Medical Director (Pracsoft)
Once the patient’s appointment time has passed or they're 'In Consult', you will see in the Sidebar that the patient’s card is ready to collect. To collect in Pracsoft:
- Open the Sidebar and click the Pin icon to pin the Sidebar so that you can use it side-by-side with your practice software, and go to Menu > Bookings:
- Click the Payments to action tab and you will see a list of appointments with a payment method for today.
- Once the patient has finished their consult, in the waiting room click 'Record visit':
- Finalise the invoice and click 'Collect' in the Sidebar, then enter the amount to collect as specified on the invoice, and click 'Collect':
- You'll see the payment successful and the appointment changed to Paid in the Sidebar and then you can complete the invoice following your usual process:
| You can then send patient claims to Medicare following your usual process. |
Zedmed
Once the patient’s appointment time has passed, or their in the 'Waiting room' in Zedmed or they've been 'Admitted', you will see in the Sidebar that the patient’s card is ready to collect. To collect in Zedmed:
- Open the Sidebar and click the Pin icon to pin the Sidebar so that you can use it side-by-side with your practice software, and go to Menu > Bookings:
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Click the Payments to action tab and you will see a list of appointments with a payment method for today.
- Once the patient has finished their consult, in the waiting room click 'Bill'
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Finalise the invoice and click 'Collect' in the Sidebar, then enter the amount to collect as specified on the invoice, and click 'Collect':
- You'll see the payment is successful and the appointment will change to Paid in the Sidebar. You can then select 'Quick Pay' in Zedmed and complete the invoice following your usual process, entering the full amount in your preferred payment format eg. Direct Deposit:
| You can then send patient claims to Medicare following your usual process. |
How do I know if a payment has failed?
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If the payment fails the processing screen will result in payment declined instead of payment successfully. As soon as the patient's card fails/declines, an SMS will be sent to the mobile number in the patient file requesting them to enter valid card card details.
- You will then see a Payment failed in the Sidebar, and you can view more details about this by clicking the 'Details' button which will redirect you to the Dashboard.
How do I cancel a payment in the Sidebar?
You may need to cancel a payment from the sidebar if you know that the patient has successfully paid via a different method (eftpos, cash or over the phone) and therefore no longer need to collect payment via HotDoc.
- Only ready to collect and failed payments can be cancelled.
- Click cancel > Yes, cancel payment
- The payment will then appear as cancelled on the Payment completed today list.
How to filter payments by status
- Click on the drop down menu at the top of the list and select the status you wish to filter by
- To remove the filter, go back to the drop down menu and select “All”.
Receipting payments (Best Practice customers)
The majority of the time you can receipt an invoice right away once you see the payment is successful. There are rare cases where the payment transaction can take longer than expected. In that situation, you can close the processing window to complete other tasks. This “Needs receipt” status will notify you that a payment was successful but the invoice is waiting to be receipted.
- These payments will appear with the needs receipt status in your sidebar
- To remove these from your to action list receipt the payment in Best Practice
- HotDoc will then sync that change and mark the payment as paid
FAQs
What is the order of my action list?
The order of the action list was designed so that you can quickly collect a payment for a patient who has just finished their appointment. The list is sorted so that the most recent payment activity appears at the top of the list, allowing you to take action quickly and efficiently.
Why would I cancel a payment?
You might need to cancel a payment if you no longer need to collect payment through HotDoc. This could be because the patient has paid through an alternative method: eftpos, cash, over the phone, etc.
If someone collects funds for an appointment using the HotDoc dashboard, will that update in the sidebar to prevent double payment from the patients?
Yes, the payment status from an action in the dashboard will update in the sidebar and vice versa.
Do I need to refresh the sidebar to ensure that the information is up-to-date?
The action item list will automatically refresh when payments become 'Ready to collect' or when there is new payment status to update.
What is the patient journey when an appointment is using payments?
To learn more about the patient journey for payments, read this HotDoc support article: Payments - The Patient Journey
What should I do if a Payment fails?
If a payment fails, you will see this in your Sidebar. As soon as the patient's card fails/declines, an SMS will be sent to the mobile number in the patient file asking them to process payment. We will also insert a note into the patient's appointment within your practice software indicating that the payment has failed and that we have notified the patient. You will also see this in your HotDoc Dashboard. If the patient still does not provide a valid payment method, you can cancel the request in your HotDoc Dashboard and arrange payment with the patient via another method.
For more information, check out this support article, How to manage failed payments for Appointmentsto assist you with what to do when a payment has failed.
How do I process a Medicare claim for payments made through HotDoc?
To learn about how to process a Medicare claim, read this helpful Support article that will guide you through the process, How should we process a patients Medicare Rebate for appointments paid for via HotDoc?