- How does HotDoc Payments work?
- Can I charge privately for Telehealth?
- Can all patients be privately billed for Telehealth?
- Will HotDoc appropriately screen for eligible private patients?
- What are Stripe and Pin Payments?
- How will the practice get paid?
- What is the fee for using payments?
- Does this service work for appointments made over the phone?
- 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?
- How will a patient receive their Medicare rebate?
- 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?
- 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?
How does HotDoc Payments work?
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 for more information.
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.
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 one of these two providers:
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
What is the fee for using Payments?
HotDoc will charge 2.75% +30c per transaction. This charge includes the Stripe or Pin Payments fees.
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 get started with HotDoc Payments?
See Getting Started with Payments 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 appoint 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.