Question

 How do I dispute a new patient charge?

Solution

With your 'HotDoc Profile + Online Bookings' plan, you will be billed each month at $25 per new patient that has attended their appointment at your practice.

You can launch a dispute review for new patients within the current month or the past month (if done within the first 7 days of the month) using the 'dispute' button for the individual you believe has been incorrectly labelled as a new patient.

We will review all dispute cases within 1-2 business days and if your case is approved, you will not be charged for that patient in that month’s invoice.

You can dispute a new patient charge from within the HotDoc Dashboard following these easy steps below:  

1. Open your HotDoc Dashboard and navigate to the Billing tab:
   
   
   
   
2. You can then dispute patients for This Month or Last Month:
   • Selecting Last Month allows you to dispute a patient in the past month: 
     - Note: You have until the 7th day of the Month to make any disputes before your invoice is generated on the 8th day of the month.
     
     
   • Selecting This Month allows you to dispute a patient within the current month:
     
     
     
3. Review the details of your new patients received from HotDoc. If you need to dispute a charge, select the Dispute button.
   
   
   
   
4. Please provide the reason why you are disputing this patient, then select Dispute to submit your request: 
   
   
   
   
5. After HotDoc processes these disputes, the status will update in your Dashboard to Approved or Rejected:
   
   
   
   
6. If you are unable to complete the dispute in your Dashboard or require further assistance, select the Submit a billing enquiry button in the right-hand corner:
   • Note: For disputes within the 'Last Month', you have until the 7th day of the Month to make any disputes before your invoice is generated on the 8th day of the month.
     
     
     

Please note: a patient cannot be retrospectively disputed, and any claims must be made within the month of the patient visiting your practice.