FAQs

How long does it take for get my account set up ?

Approximately 7 business days to have everything set up. Once that is complete patients will begin to receive balance reminders at 1:00 PM EST the 1st and 3rd Friday’s of every month until their balance reaches zero. Emails and Texts stop then.

What if I only want 1 reminder sent per month?

No problem, our platform is set up to be flexible. Each practice can choose to send balance reminders one time per month on the 1st Friday of every month.

What’s in the balance reminder messages?

“Please click the link below for important information on your account with Dr. Jones. “
www.patientpay.online

**Each text message also contains the required unsubscribe link

Can I change or customize the emails and texts?
The messages are written and coded to deliver the safest and most concise content;therefore, they can not be changed.

What about technical support?
There is a support tab in the menu to open a support ticket; however, the good news is our platform is set up in full automation. You will not be “using” our software on a daily basis. No need to be trained on yet another system.

What if we have new patients acquire balances?
This would be the only time you actually log into PatientPay.online. It’s a simple log in>click add new patient> enter patient info>click save> automated billing starts. That’s it.

When a patient pays where does the money go?
All payments go directly into the destination account you choose. Your bank account not ours. A destination account is the practice checking account you choose to set up to receive payments.

How long does it take for the money to post in my account after a patient pays? Typically 3 business days

What about our patient’s identity?
We do not include the patient’s name in the text or email. There are no identifiers.

What if I’d prefer to only send automated email balances and not use text?
That’s fine! Statistics show that the majority of consumers use their phones to check email.... you’ll still get the benefit of giving your patients mobile access to payment options.

What is twilio? Twilio is a worldwide sms gateway.

Do I get charged a fee for texts? No. It’s included in your monthly payment.

What is stripe?
Stripe is our payment gateway. Your destination account ( practice checking account) we will be set up in stripe so the money goes directly from stripe to your account.

Are there payment precessing fees? Every transaction has a $.95 processing fee. That $.95 goes to the practice. The average payment a patient makes is $20-$30.. so , on payments up to $30 the $.95 offsets any processing fees... so it’s free at that point.

What about payments over $30?

The $.95 processing fee is charged to continue to offset some of the standard mobile processing fee of 2.9% and $.30 per transaction.

Do you save the patient’s payment info?
No, they will need to enter their card information each time they make a payment.

What about HIPAA?
Our dedicated servers are HIPAA compliant with required firewall and malware protection.

Does Practice Hub integrate with our existing software?
We do not integrate with existing software as there are so many options in both the medical and dental space. We do provide a daily payment summary to simplify reconciliation.

What’s involved in implementation?
Implementation is very simple. Basic information is entered to build your practice profile at PatientPay.online. Your rep will gather: cell phone for account set up verification, name for PatientPay.online email address, voided check, and the AR/patient file. Once these items are input the automation begins. There is no required staff training or ongoing training as Practice Hub’s platform is automated.

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