- How does HotDoc Payments work and how do I set this up?
- What is the fee for using Payments?
- What are Stripe and Pin Payments?
- Can I charge privately for Telehealth?
- Can all patients be privately billed for Telehealth?
- Will HotDoc appropriately screen for eligible private patients?
- We are with Stripe and we have set our preferences for a daily payout - why is the first payout taking longer?
- How will the practice get paid?
- Does this service work for appointments made over the phone?
- How do I set up payments for an appointment type?
- Can the usage fees be passed onto the patient?
- What if the patient's stored payment method is declined? Will the practice be charged a fee?
- What if the practitioner decides to bulk bill the patient instead of using the private fee?
- What if the patient books a standard consult but needs to be billed for a long consult? Or, what if the patient has a concession card or is under the age of 16 years old?
- Can we verify if the patient's stored card details has sufficient funds when they initially books their appointment, prior to collection?
- Why was the patient charged $1 after booking their appointment?
- What do I do if the patient does not attend their appointment?
How does HotDoc Payments work and how do I set this up?
Once a mixed/private practice is set up with a Stripe or Pin account, they can securely accept payments during the online bookings process for their appointments.
See Getting Started with Payments or if a Best Practice user Getting Started with Payments for Best Practice for more information.
What is the fee for using Payments?
HotDoc will charge 2.75% +30c per transaction. This charge includes the Stripe or Pin Payments fees.
What are Stripe and Pin Payments?
Stripe and Pin Payments are secure payment platforms, which allow HotDoc to accept a payment on your behalf. As part of HotDoc Payments, you will need to set up an account through Stripe or Pin Payments.
Can I charge privately for Telehealth?
Yes. As of April 6, 2020, the Federal Government announced further expansion of Telehealth to accommodate private billing.
Can all patients be privately billed for Telehealth?
As of October 1st, 2020, Medicare no longer require practices to bulk bill vulnerable or at-risk patients for Telehealth appointments. This means that you’ll have more freedom to privately bill Telehealth. Please see this MBS Online Fact Sheet for more information.
Will HotDoc appropriately screen for eligible private patients?
Yes. As part of the online booking process, patients can be screened for private billed or bulk billing eligibility using a series of questions.
How will the practice get paid?
Depending on your payment provider, you can choose how often funds are paid out into your account, or it can be done fortnightly. HotDoc Payments will also have reporting options so you can reconcile payments with your payment provider.
We are with Stripe and we have set our preferences for a daily payout - why is the first payout taking longer?
Stripe may have different processing times for first payouts based on their own processing structure. You can find more information on this from Stripe's support page: https://support.stripe.com/questions/waiting-period-for-first-payout-on-stripe
Does this service work for appointments made over the phone?
Yes, HotDoc Payments supports Payment Requests which allows you to send ad-hoc payment requests to your patients. See Creating a Payment Request for more information.
How do I set up payments for an appointment type?
How to activate Payments for step by step instructions.
What is the patient experience for HotDoc Payments?
See How does a patient pay for their consult for more information.
How will a patient receive their Medicare Rebate?
If using HotDoc Payments, we recommend that you charge the patient for the full amount of the appointment upfront and then send the claim electronically to medicare using your clinical software.
See How does a patient claim their Medicare rebate? for more information.
Can the usage fees be passed onto the patient?
It is recommended that any fees you wish to charge the patient are incorporated into the overall fee that is entered into the HotDoc Dashboard under the payments section of the appointment type.
What if the patient's stored payment method is declined? Will the practice be charged a fee?
The practice will not be charged for a declined transaction. If the payment method is declined, we will send the patient an SMS informing them to add a new payment method. HotDoc will then try the charge again 24 hours after the first charge. If we are unable to take the funds at that point, the practice will receive an email informing them of the unpaid appointment so they can phone the patient directly.
What if the practitioner decides to bulk bill the patient instead of using the private fee?
As we use a stored payment method, if a doctor decides to bulk bill, you can cancel the fund collection before the appointment is moved to seen or gone (depending on your clinical software). See Payment Management for more information.
What if the patient books a standard consult but needs to be billed for a long consult? Or, what if the patient has a concession card or is under the age of 16 years old?
If the patient requires to be billed for a larger or smaller amount than what has been estimated, you can edit the amount that the patient is charged when you capture the payment. We give the option to update the amount once you hit Collect (see How to capture a payment for the steps on how to do this)
Can we verify if the patient's stored card details has sufficient funds when they initially books their appointment, prior to collection?
No. We only verify that the card is valid. We don't have the ability to check if there are sufficient funds until we actually try to make the full charge.
Why was the patient charged $1 after booking their appointment?
When a patient adds a card to their account, an automatic charge will be processed of US$1.00. In all cases the patient is never charged the amount. It’s always only a ‘pre-authorisation’, so they don’t incur any international fees etc.
This is standard practice when verifying card details. Some card providers make the verification and cancel it almost immediately. Others might leave it pending for a day or two.
What do I do if the patient does not attend their appointment?
You can cancel or collect the payment using the instructions in this article How do I cancel or collect a payment if a patient did not attend?
- When does the Best Practice invoice amount sync through to HotDoc?
- Can I add the Payments processing fee to the Invoice in Best Practice?
- I have created my invoice in Best Practice. Why hasn’t the invoice amount synced through to HotDoc?
- How do I reconcile the Payment in Best Practice?
- HotDoc hasn’t synced an invoice amount. Can I still collect funds?
- A patient with a stored card did not attend their appointment. Can I charge a non-attendance fee?
- Will the invoice amount sync with Payment Requests?
- Does invoice sync work for appointments made over the phone?
- What is the fee for using Payments?
- How do I get started with HotDoc Payments?
- How do I set up payments for an appointment type?
- What is the patient experience for HotDoc Payments?
- Is invoice sync available for Best Practice, Medical Director and Zedmed?
When does the Best Practice invoice amount sync through to HotDoc?
HotDoc will sync the invoice amount from Best Practice after you click the “Store” button in Account Details. If you go to the Dashboard > Payments > Online Bookings, this amount will appear in the column Act ($). It can take up to 5 minutes for this to appear.
Can I add the Payments processing fee to the Invoice in Best Practice?
Yes. When you are creating an Account for the patient, click “Add Item” to create a new item for the processing fee.
I have created my invoice in Best Practice. Why hasn’t the invoice amount synced through to HotDoc?
There are a few scenarios where we are unable to sync the invoice amount.
- If you have already completed the payment in Best Practice.
- If you created more than one account for the same appointment in Best Practice.
- If the Account is not linked to a patients appointment.
Please see Why wasn't the invoice synced to the Dashboard? for more information.
How do I reconcile the Payment in Best Practice?
After a patient has paid via HotDoc Payments, the status for the Payment will update to “Paid” in the Dashboard. You can then receipt the funds in Best Practice from the patient’s Billing History. Selecting the relevant invoice will bring up the “Payment Details” screen. From here, you can enter the paid amount in the “Direct Credit” field and click “Pay Now”.
HotDoc hasn’t synced an invoice amount. Can I still collect funds?
Yes. After the consult is finalised, in the Dashboard go to Payments > Online Bookings.
Find the relevant appointment and click the “Collect” button, then confirm or adjust the payment amount if needed. Once you click “Collect Amount” the patient’s stored card will be charged.
A patient with a stored card details did not attend their appointment. Can I charge a non-attendance fee?
Yes. After the scheduled appointment time go to Payments > Online Bookings. Find the relevant appointment and click the “Collect” button. You will then be able to adjust the amount to reflect your non-attendance fee. Once you click “Collect Amount” the patient’s stored card details will be charged.
Will the invoice amount sync with Payment Requests?
Yes. As long as you click “Store” in the patients Account details in Best Practice, you will see the invoice amount appear in the Inv $ column when creating your Payment Request.
Does invoice sync work for appointments made over the phone?
No, at this stage, invoice syncing only works if the appointment was booked through your practice's HotDoc bookings page. However, you can send ad-hoc payment requests to your patients through the Payment Requests section. See Creating a Payment Request for more information.
What is the fee for using Payments?
HotDoc will charge 2.75% +30c per transaction. This charge includes the Stripe or Pin Payments fees.
How do I get started with HotDoc Payments?
See Getting Started with Payments for Best Practice for more information.
How do I set up payments for an appointment type?
How to activate Payments for step by step instructions.
What is the patient experience for HotDoc Payments?
See How does a patient pay for their consult for more information.
Is invoice sync available for Best Practice, Medical Director and Zedmed?
At the moment, Payments with the invoice sync feature is only available for practices using Best Practice. See Getting Started with Payments for non BP practices.