Manage Patient Payments

The RCM offers several options for managing and tracking patient payments. These tools enable users to review, update, and process payments according to their workflows.

Where Can I Manage Patient Payments?

Patient payments can be viewed and managed in five areas of the RCM.

In the Management Center

The Management Center provides an overview of all pending tasks for a Managing Organization. This includes two tiles that help users track and manage credit card payments.

• Patient Credit Cards Expired/Expiring Soon helps monitor cards that are expired or nearing expiration, allowing for the collection of a new payment method.
• Failed Credit Card Payments displays any transactions that have failed or been declined from a scheduled payment plan.

Selecting either tile redirects the user to the Work Center to complete next steps.

In the Work Center

The Work Center can be used to monitor expiring or expired credit cards and failed payments from scheduled payment plans. Navigate to Work Center > Patient Billing > Patient Payments.

You can filter results by Organization Name, Patient Name, or Reason.

• Failed Patient Payments show scheduled payments that did not process. These can be acknowledged and removed using the Remove quick link.
• Expiring or Expired Credit Cards can be updated using the Update quick link. Once the card is updated, the item will disappear from the queue after refresh. Users can also remove the item with Remove.

Additionally, the Work Center can be used to monitor patient payments that were collected but have not yet been applied to a billable. Navigate to Work Center > Patient Billing > Unapplied Payments.

In the Patient Profile

To view all payments for a specific patient, navigate to Patient > Patient Billing > Payments.

Select View to open payment details. The window provides:

• Date: When the payment was collected.
• Facility: Where the service was rendered.
• Amount: Total payment amount.
• ID: Transaction ID assigned by the merchant.
• Payer Name: Cardholder or account holder name.
• Authorization Number: Indicates bank approval.
• Payment Source: Method used to collect the payment.
• Source: The origin of the transaction, such as a Payment Plan or Payment Request.
• Notes: Notes added at the time of collection. You can add notes after collection using Edit Note.

In the Record Center

The Record Center allows users to view, refund, or apply payments for multiple patients without opening each patient's profile. Navigate to Record Center > Patient Billing > Patient Payments.

Results can be filtered by Start Date and End Date to show payments within a selected range.

In Reporting

• The Patient Payments Report tracks patient payments at the Organization and Managing Organization levels.
• The Patient Collections Report compares the Good Faith Estimate with patient payments to track Patient Accounts receivable (A/R).

Refunds

All patient payments recorded in the RCM can be refunded. Refunds using cash, check, or money order can be processed for all payment methods, including ACH and credit cards. Electronic refunds for Credit card or ACH transactions must be refunded to the same account from which the payment was initially collected.

Refunds can be issued within one year of the payment date and may take 3–5 business days to process.

1. Navigate to Patient > Patient Billing > Payments. 
   
2. Locate the payment and click Refund. 
   
3.  The system will default the amount to refund as the amount that was initially paid but this field is editable.
   
4. If the payment was collected electronically, it can only be refunded to the original method. Cash, check, or money order payments can be refunded with other methods of payment by updating the Refund Method field when applicable.
   
5. Add any notes when applicable.
   
6. To send an electronic receipt, toggle on Send Email and enter the recipient’s email. 
   
7. Finally, click Refund Payment to complete the process. 
   

Voids

A credit card transaction can only be voided on the same day as the original authorized transaction. The patient will not see the transaction or void on their monthly statement.

Receipts

The Payments section of the patient profile provides two options for viewing a receipt.

Receipt

Select Receipt to open a new window showing proof of the transaction and practice contact information.

Email

Select Email to send a copy of the receipt to the patient.