The following article explains how you can collect a payment for a patient's appointment in the Booking Activity section of your Dashboard. This action can be done once the patient's appointment time has passed in your appointment book.
Best Practice
In this article |
How to collect a payment from the HotDoc Dashboard.
After a patient finishes their appointment (at your clinic, or virtually via Telehealth), you will need to collect the payment via the HotDoc Dashboard.
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If you require:
- A patient to store a card upon booking, the patient receives a request for card details, they will need to provide a payment method and their card details will be stored.
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A patient to pre-authorise payment upon booking, the patient will need to provide a payment method and a capture of the estimated funds amount will be taken and held for 7 days.
(To see more on the patient journey, please see Payments - The Patient Journey).
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The collect button will appear once the appointment time has passed or if the appointment status has changed to Seen, No Show, or At Billing.
- We will sync the patient's invoice amount from Best Practice and show the actual outstanding cost in your Dashboard for you to collect from the patient
Please follow the instructions below, based upon whether you have enabled best practice automations or would like to collect payments manually in the Dashboard:
- How to collect payment - Payment automations enabled (collect and receipt)
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How to manually collect payment
How to collect payment - Best Practice automations enabled (collect and receipt)
If you have enabled the Best Practice automations to automatically collect payment and automatically receipt invoices, please follow these steps below to see how to collect payment.
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Check the patient has stored their card details.
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In the Dashboard, go to Payments > Booking Activity > All and next to the patient's upcoming appointment you will see the Payment Status column will say Card Details Stored or Pre-authorisation Received:
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In Best Practice, you will see a note in the patients appointment that says Card details stored for payment. This will be the wording regardless if pre-authorisation settings are on or off.
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In the Dashboard, go to Payments > Booking Activity > All and next to the patient's upcoming appointment you will see the Payment Status column will say Card Details Stored or Pre-authorisation Received:
- After the patient finishes their appointment, the practitioner needs to select 'Finalise Visit' in Best Practice, enter the Medicare Benefits Schedule (MBS) item numbers for the appointment and click Save.
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Once the appointment is in Billing Status (appointment will be green in the appointment book), click Create Account.
You must create the account directly from the appointment tile in Best Practice.
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In 'Bill to' select 'Patient' or 'Head of Family' > click Store. The invoice amount will then sync to HotDoc and update if required.
Note: If the 'Bill to' field is set to 'Medicare Direct Bill' the payment request will be automatically cancelled by HotDoc. For more info, see How do I cancel a HotDoc Payment?
*Please note: For appointments that have a pre-authorisation:- If the invoice matches the pre-authorised amount, we'll capture the payment from the hold.
- If the invoice is more than the pre-authorised amount, we'll release the hold, and a new payment will be taken after ten minutes.
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If the invoice is less than the pre-authorised amount:
- Stripe: We'll capture the payment from the hold and release the difference.
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Pin: We'll release the hold, and a new payment will be taken after ten minutes.
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We then automatically collect the amount from either the stored patient card or the pre-authorisation hold 10 minutes after the invoice was stored. The patients appointment will be updated to 'Paid' in HotDoc and Best Practice.
Note: If payment has failed, a 'Failed payment' note will be added to the appointment details in Best Practice. HotDoc will automatically send a follow-up payment request to the patient.
Paid in HotDoc
Paid in Best Practice -
If you've enabled automatic receipting, once the payment has updated to 'Paid' we will automatically receipt and process the invoice in Best Practice, entering the payment amount in the Credit Card, EFT or Direct Debit field for reporting (depending on your settings in the Dashboard). The appointment will then be updated in Best Practice as a light blue 'Paid' or light grey 'Completed'.
If you have not enabled automatic receipting, you will need to process the invoice/receipt in Best Practice. View step 7 in the section below to see how to process the invoice.
- If auto-receipt feature is on, the payment will contain a payment reference to the payment request in HotDoc. If required, you can use this payment reference to search for the payment in your Stripe or Pin Payments Dashboard.
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For appointments that are eligible for a medicare rebate, you will be required to send the online patient claim manually. In Best Practice, click on the appointment then go to Billing > Account History > check the box next to 'Show payments/deposits' > right click on the 'Payment - Invoice' line > Send online patient claim:
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Note:
- If the 'Send online patient claim' option is greyed out, double click on the 'Payment - Invoice' line > Click 'Send' button:
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We will also generate a payment reference
Please note: Medicare claims must be sent on the same day the invoice is paid.
To ensure no medicare claims are missed, you can view a list of outstanding medicare claims in the HotDoc Dashboard by going to Payments > Bookings Activity > Send Patient Claim
This tab will only include patients who have a paid invoice with Medicare item numbers in Best Practice.
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Note:
How to manually collect payment
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Check that the patient has stored their card details.
- In the Dashboard, go to Payments > Booking Activity > All and next to the patient's upcoming appointment you will see the Payment Status column will say Card Details Stored or Pre-authorisation Received.
-
In Best Practice, you will see a note in the patients appointment that says Card details stored for payment.This will be the wording regardless if pre-authorisation settings are on or off.
- In the Dashboard, go to Payments > Booking Activity > All and next to the patient's upcoming appointment you will see the Payment Status column will say Card Details Stored or Pre-authorisation Received.
- After the patient finishes their appointment, in Best Practice the practitioner will need to finalise the visit, enter the Medicare Benefits Schedule (MBS) item numbers for the appointment and click Save.
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Once the appointment is in Billing Status (appointment will be green in the appointment book), click Create Account.
You must create the account directly from the appointment tile in Best Practice.
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In 'Bill to' select Patient > click Store. This will enable HotDoc to sync the invoice amount into the Dashboard.
Note: If the 'Bill to' field is set to 'Medicare Direct Bill' the payment request will be automatically cancelled by HotDoc. For more info, see How do I cancel a HotDoc Payment?
Regardless of whether the practice or patient is covering the processing fee, please ensure you only enter the total cost of the consult in your invoice.
We do not recommend adding a line item for the processing fee
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Go to the Dashboard > Payments > Booking Activity and you will see the outstanding payment in the Charge column once we have synced the invoice. When you're ready to charge the patient, click Collect.
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We show the patients invoice/receipt number and who it is billed to (patient or Medicare), as well as the Invoice Status (outstanding/paid)
- Please note: It can take up to 5 minutes to sync this invoice, we suggest refreshing your Dashboard if it does not appear. If after 5 minutes the Charge column says - please see Why did HotDoc not sync the Invoice?
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We show the patients invoice/receipt number and who it is billed to (patient or Medicare), as well as the Invoice Status (outstanding/paid)
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If required, amend the amount to collect from the patient in the Amount to collect field and/or select Collect Amount to charge the patient*:
Example if practice is covering the fee.Example if patient is covering the fee. - If the invoice matches the pre-authorised amount, we'll capture the payment from the hold.
- If the invoice is more than the pre-authorised amount, we'll release the hold, and take a new payment.
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If the invoice is less than the preauthorised amount:
- Stripe: We'll capture the payment from the hold and release the difference.
- Pin: We'll release the hold, and a new payment will be taken.
- Once the patient has successfully been charged, you will see the Payment Status column change to Paid or update accordingly depending on the outcome.
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To conclude the payment, go to Billing History within Best Practice. Double-click on the patient's account to view the Payment details screen:
- Tick the 'Pay full amount' box
- Enter the amount in the 'Direct credit' field
- If you are submitting a claim to Medicare, tick 'Send via Patient Claiming'
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Click 'Process' to finalise the payment
*Please note: Regardless of whether the practice or patient is covering the processing fee, please ensure you only enter the total cost of the consult in your invoice.
We do not recommend adding a line item for the processing fee
What to do if the patient is eligible for bulk billing or has paid directly at the clinic?
HotDoc will automatically cancel requests for payment or release a pre-authorisation hold in the Dashboard if the patient been bulk billed or paid the full invoice amount directly at the clinic.
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In this article |
How to collect a payment in the HotDoc Dashboard
After the patient finishes their appointment (at your clinic or virtually via Telehealth) you will need to collect the payment via the HotDoc Dashboard.
-
If you require:
- A patient to store a card upon booking, the patient receives a request for card details, they will need to provide a payment method and their card details will be stored.
-
A patient to pre-authorise payment upon booking, the patient will need to provide a payment method and a capture of the estimated funds amount will be taken and held for 7 days.
(To see more on the patient journey, please see Payments - The Patient Journey).
- The collect button will appear once the appointment time has past or if the appointment status has changed to Seen, No Show, or At Billing.
- Once you collect the payment in HotDoc, please ensure you update the patients receipt as paid with the cost of the appointment in your practice management software.
Follow the steps below to see how to collect payment:
- In your HotDoc Dashboard, go to Payments > Booking Activity > All and next to the patients upcoming appointment you will see the Payment Status column will say Card Details Stored or Pre-authorisation Received:
- Once the patient has been seen for their appointment, go to Payments > Booking Activity > Collect tab. Select Collect next to the payments you would like to collect for the day:
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If required, amend the amount to collect from the patient in the Amount to collect field and/or select Collect Amount to charge the patient*:
Example if practice is covering the fee.Example if patient is covering the fee.
*Please note: For appointments with pre-authorisations:- If the invoice matches the pre-authorised amount, we'll capture the payment from the hold.
- If the invoice is more than the pre-authorised amount, we'll release the hold, and take a new payment.
-
If the invoice is less than the preauthorised amount:
- Stripe: We'll capture the payment from the hold and release the difference.
-
Pin: We'll release the hold, and a new payment will be taken.
- Once the patient has successfully been charged, it will disappear from the Collect tab and go into the "All" tab. The Payment Status column will change to Paid or update accordingly depending on the outcome.
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You will then be required to create and finalise the receipt for the patient in your Practice Management Software (PMS). The payment type we recommend entering payments made through HotDoc is 'Direct Deposit'.
*Please note: Regardless of whether the practice or patient is covering the processing fee, please ensure you only enter the total cost of the consult in your invoice. We do not recommend adding a line item for the processing feeExample of choosing payment method Medical Director
Example of choosing payment method Zedmed
What to do if the patient is eligible for bulk billing
If the patient booked a privately billed appointment type online but has since seen the practitioner and been cleared for bulk billing, you can cancel the fund collection by following the steps below:
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In your HotDoc Dashboard, head to Payments > Booking Activity and locate the patient's appointment, then select the red Cancel button
(Tip: To find the patient, go to the All tab and type their name in the Search Patient field)
- Confirm this by selecting Yes, Cancel:
- We will then cancel the request and the patient will not be charged and any pre-authorisation will be released. The 'Payment Status' column will update to Cancelled. You can then move forward with any bulk billing processes your practice has.
You can now exempt patients from being asked to provide a payment method when booking based on your Bulk Billing criteria. |