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Payment Portal - Medical Practices FAQs

Contents

  1. 1 When Patients make a payment in the Patient Payment Portal, how is that payment applied to unpaid claims/charges?
  2. 2 Can I view patient information or make/apply payments using the Online Patient Payment Portal?
  3. 3 What kind of payments are supported by the Payment Portal?
  4. 4 How long does it take for payments made through the Patient Payment Portal to appear in CollaborateMD?
  5. 5 Is my patients’ information secure?
  6. 6 To whom does PCI apply?
  7. 7 If I only accept credit cards over the phone, does PCI still apply to me? 
  8. 8 Do organizations using third-party processors have to be PCI compliant?
  9. 9 Do states have laws that require data breach notifications to the affected parties?
  10. 10 Where can I find more information about PCI?
  11. 11 What credit card brands are supported in the Patient Payment Portal?
  12. 12 What do I do when we receive calls from patients stating that they can’t make a payment on “XXX” screen/page (TSYS®)?
  13. 13 What do I do when we receive calls from patients stating they can’t access the “Patient Portal URL”
  14. 14 What do I do when we receive calls from patients stating they have issues with navigating the portal?
  15. 15 Do I have to setup the portal before a patient can log in?
  16. 16 How are patients invited to the portal?
  17. 17 How do I disable a patient’s login access to the Portal?
  18. 18 How can I exclude account credits from appearing on the Portal?
  19. 19 How can I print a receipt for all of my previous payments?
  20. 20 What do I do when we receive calls from patients stating they have an issue with the information on their portal claim statements or receipts, or when compared to a monthly statement they received, etc.?
  21. 21 What do I do when a patient forgets their password for the portal?
  22. 22 When a patient updates their email address within the portal, does it update their account within CollaborateMD?
  23. 23 What is the log in credentials for the Payment Portal?

When Patients make a payment in the Patient Payment Portal, how is that payment applied to unpaid claims/charges?

Patient Payments made in the Patient Payment Portal are applied the same way a payment gets applied in CollaborateMD if applied automatically. Payments will be applied to the oldest charges that are set to due patient.

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Can I view patient information or make/apply payments using the Online Patient Payment Portal?

No, the Patient Payment Portal cannot be used by CMD users to make or apply payments.

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What kind of payments are supported by the Payment Portal?

Currently only credit card payments and debit cards that can be run as credit cards are supported. ACH payments are not supported. 

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How long does it take for payments made through the Patient Payment Portal to appear in CollaborateMD?

Payments made in the Payment Portal will be reflected as “applied payments” on the patients account immediately in the CollaborateMD database.

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Is my patients’ information secure?

Yes, our site and your patients’ personal information are secure and encrypted in compliance with HIPAA & PCI regulations for the protection of Patient Health Information and Credit Card data.

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To whom does PCI apply?

PCI applies to ALL organizations or merchants, regardless of size or number of transactions, that accepts, transmits or stores an cardholder data. i.e., If any customer of that organization ever pays the merchant directly using a credit card or debit card, then the PCI DSS requirement applies.

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If I only accept credit cards over the phone, does PCI still apply to me? 

Yes. All business that store, process or transmit payment cardholder data must be PCI compliant.

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Do organizations using third-party processors have to be PCI compliant?

Yes. Using a third-party company does not exclude a company from PCI compliance.

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Do states have laws that require data breach notifications to the affected parties?

Yes. As of 2015, there are 47 states,DC and territories that have breach notification laws. See the Security Breach Notification Laws website for more details on state laws.

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Where can I find more information about PCI?

You can find more information on the PCI Security Standards Council website for more information.

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What credit card brands are supported in the Patient Payment Portal?

Visa, MasterCard, Discover, American Express, Diner’s Club International, JCB, Wright Express, and Voyager

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What do I do when we receive calls from patients stating that they can’t make a payment on “XXX” screen/page (TSYS®)?

If patients are having problems with the Transaction Express portal there may be an interruption of service with their portal. Please contact TSYS® to verify the status of the Transaction Express portal. If patients are successfully submitting payments, but the payments are not impacting their “Amount Owed” please contact CollaborateMD immediately so that we can investigate. 

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What do I do when we receive calls from patients stating they can’t access the “Patient Portal URL”

If patients are having issues where they enter the correct URL for the Patient Payment Portal, but they get an error and the page will not display, please verify that their internet connection is functional. If the patient’s internet connection is not an issue, please contact CollaborateMD to inform us of this interruption of service so that we can remedy the situation.

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What do I do when we receive calls from patients stating they have issues with navigating the portal?

If a patient is having trouble navigating the Patient Payment Portal, please refer to the training pages at training.collaboratemd.com/payment portal. Our training pages are designed to help Portal Administrators and other employees interfacing with patients understand how patients should use the Online Patient Payment Portal so they can provide support.

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Do I have to setup the portal before a patient can log in?

No. As soon as the Portal is activated within CollaborateMD and the merchant credentials are entered, as long as the patient has the URL for the Portal they can begin registering and logging in.

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How are patients invited to the portal?

Patients can be invited to the portal one of three ways:
  1. Statements. No setup is required for this. We will automatically include the Payment Portal website on all of your printed or automated patient statements. Click here for a preview.
  2. Email invitations. You can easily invite patients via email from within the Patient or Scheduled section of the application. Manually invite patients via the Patient > Patient Billing > Payment Portal tab. Click here to see who the Payment Portal email invitation looks like. 
  3. Marketing material. You can download free downloadable material for your front desk/office. Click here to download the file. 
NoteCurrently there isn't a way to invite all patients at once. 

How do I disable a patient’s login access to the Portal?

Currently there isn't a way to disable a user from logging into the Portal. However, patients accounts can be restricted to read-only. This means they will only be able to view their bill, visit history, and payment history. You can restrict a patients access by opening the patients account > click on the Patient Billing tab > and then click on the Payment Portal tab. Check the box titled "Restrict this patient to read-only access within the Payment Portal". Remember to save your changes when you're done.

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How can I exclude account credits from appearing on the Portal?

Currently there isn't an option to prevent account credits from appearing on the Portal. 

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How can I print a receipt for all of my previous payments?

Receipts can be printed for each payment made but they cannot be printed on a batch level. 

What do I do when we receive calls from patients stating they have an issue with the information on their portal claim statements or receipts, or when compared to a monthly statement they received, etc.?

Statements that can be viewed/printed from the Visit History page in the Patient Payment Portal are different from statements that patients may receive monthly in that each statement in the Patient Payment Portal is only for a specific claim. 

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What do I do when a patient forgets their password for the portal?

If a patient forgets their password they will have to click on the Lost you password? link on the Patient Portal and follow the prompts to reset the password using their email address or answer their security questions. Note: Questions will have three attempts to log in successfully before they're locked out for 10 minutes.

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When a patient updates their email address within the portal, does it update their account within CollaborateMD?

If a patient updates their email address on the portal it will only update their Payment Portal Email located within the Patient BillingPayment Portal tab. This does not update the Email address located within the Patient tab. 

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What is the log in credentials for the Payment Portal?

The log in credentials for the Payment Portal is the same as your CollaborateMD username and password. NoteAll users can log into the admin side of the payment portal, but only users with the Payment Portal Configuration permission set to 'Allow' can save changes.