• What is a HotDoc 'Profile + Online Bookings'?
• What is the difference between a HotDoc 'Basic Profile' and a HotDoc 'Profile + Online Bookings'?
• Which practice management systems (clinical software) are compatible for a HotDoc Profile with Online bookings?
• How does HotDoc define a billable New Patient?
• How do I view my new patients for the last or current month?
• When will I see the New Patients I received in the last month?
• Where can I see the New Patients I received in the current month?
• How long do I have to dispute a New Patient charge?
• When will I receive my invoice?
• How do I dispute a new patient on the list?
• When will the new patients list be updated in the ‘This Month’ section of the Dashboard?
• Our practices have multiple sites using HotDoc. How can we see the specific sites the new patients attended?
• I only want to existing patients to book online. How do we stop new patients from booking?

What is a HotDoc 'Profile + Online Bookings'?

It is a HotDoc 'Basic Profile' with the added ability to accept online bookings. To upgrade from a HotDoc 'Basic Profile', please view: How do I upgrade from a HotDoc 'Basic Profile' to a 'HotDoc Profile + Online Bookings'?

What is the difference between a HotDoc 'Basic Profile' and a HotDoc 'Profile + Online Bookings'?

• HotDoc Profile + Online Bookings:
  Enables patients to book an appointment directly from their HotDoc Profile if they’re using a clinical software that integrates with HotDoc.
  There is a cost per new patient booking. 
  
  
• HotDoc Basic Profile:
  Enables patients to view information about their practice and then visit their website or call the practice directly to make a booking.

Which practice management systems (clinical software) are compatible for a HotDoc Profile with Online bookings?

Currently available for practices using coreplus, Cliniko or Nookal.

How does HotDoc define a billable New Patient?

A billable new patient is someone who books directly via HotDoc’s directory or app and attends their appointment. Any new patient who cancels or is marked as no show/did not attend will not incur a fee. We also won't charge for new patients who book through your practice directly, including via the HotDoc widget, or in any way other than through HotDoc.  

How do I view my new patients for the last or current month?

You can view your billable new patients from within the Billing > Last Month/This Month section of the HotDoc Dashboard. Please see How to view my billable new patients for HotDoc Profiles? for how to do this.

When will I see the New Patients I received in the last month?

On the 1st of each month, you will receive an email informing you of the total of number of new patients who booked with you directly via HotDoc.
You can view these new patients in the Billing > Last Month section of the Dashboard. For more information, please see How to view my billable new patients for HotDoc Profiles?

Where can I see the New Patients I received in the current month?

Yes. You can view any new patients that have attended their new patient appointments within the current month in the Billing > This Month section of the HotDoc Dashboard. You can launch a dispute case for these patients at any time if you believe they've been miscategorised as a new patient following the instructions here How to dispute a new patient charge for HotDoc Profiles?

How long do I have to dispute a New Patient charge?

You will have until the 7th of each month to dispute any patients you believe have been miscategorised as a new patient to your practice for the last month. 

For the current month, you can launch a dispute case after a new patient has attended their appointment. For more information, please see How to dispute a new patient charge for HotDoc Profiles?

When will I receive my invoice?

You will receive your invoice on the 8th of each month, with the total number of new patient that you will be billed for. Payment will be due a 2 weeks after receiving this invoice (22nd of each month). 

An example of how this works: 

• You will receive an email on 1st of March 2023 for the invoice for February 2023
• You will have until 7 March 2023 to launch any new patient dispute claims
• After HotDoc processes these claims, your invoice will be emailed to you on 8th of March 2023, with the payment due date will being 15 March 2023. 
  

How do I dispute a new patient on the list?

You can dispute patients who you believe have been incorrectly labelled as a new patient in the Billing section of the HotDoc Dashboard. Please follow the instructions in the article How to dispute a new patient charge for HotDoc Profiles? 

We aim to review all dispute cases within 1-2 business days. If approved, you will not be charged for that patient in that month’s invoice.

When will the new patients list be updated in the ‘This Month’ section of the Dashboard?

At the end of the day we will calculate all new patients within that given day, and list them in the ‘This Month’ section of the Dashboard the following day.

Our practices have multiple sites using HotDoc. How can we see the specific sites the new patients attended?

In the Billing > This Month or Last Month section of the Dashboard, you will see a list of all new patients who attended each practices that uses HotDoc. To see more details about the specific site a patient attended, click the drop-down arrow next to the patients name. 

I only want to existing patients to book online. How do we stop new patients from booking?

You can disable new patient bookings for your appointment types and practitioners by  in the Bookings > Appointment Types or Practitioner Setup settings. Please view this article for how to do this: How can I stop 'new patient' bookings?