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CollaborateMD & TSYS Getting Started Guide

Thank you for choosing CollaborateMD and TSYS® as your complete Integrated Payment Processing solution!

Our Integrated Payment Processing feature will save your office time and money. CollaborateMD offers hassle-free credit card processing and an online patient Payment Portal that will allow your office to collect more patient payments, get paid faster, and reduce the overall time and cost to collect patient payments. Synchronize your patient’s credit card payments with CollaborateMD and you will increase business efficiency and accuracy with our advanced software and seamless integration.

Important

Prior to enabling Integrated Payment Processing, you should have received your USB Card Reader from TSYS® and it should be ready to connect to the PC in which you will take credit card payments.  Should you not have received your USB card reader prior to enabling this feature, please call TSYS® at 800-654-9256After you’ve completed the steps in this “CollaborateMD Integrated Payment Processing Getting Started Guide”, you must contact TSYS® Supplemental Training. See the Training portion below for additional information.  Reference the Transaction Express User Guide for additional functionality and reporting.

The following help pages are supported by the current version of CollaborateMD. Please follow the curriculum outline to receive the proper training associated with this section.

This CollaborateMD Integrated Payment Processing Getting Started Guide should be referenced to enable, configure, process payments and disable one or more of the services included with Integrated Payment Processing.  Integrated Payment Processing includes the two optional services below: 
  • Credit Card Processing: Credit card processing can be used within the Payment and Scheduler sections to optimize payment collections without disturbing your normal workflow.  Easily swipe or take payments over the phone with just a few clicks! 
  • Payment Portal: The Payment Portal is a secure website your patients can access to make online payments, view visit and payment history, as well as print receipts and statements.  Offer your patients more control of their payments and reduce A/R days, resulting in lowered collection costs. From the My Bill tab within the Portal, patients can make payments towards charges set to balance “Due Patient” only. Payments posted on the portal will be applied towards the oldest to the newest charge within CollaborateMD.  In addition, patients can view their entire claim history (similar to the Activity tab) within the View History tab of the Portal. Click here to learn more about the patients view.Patients will register at www.paystatementonline.com.

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Using the Patient Payment Portal is optional. You do not have to enable this functionality in order to use credit card processing.  However, you must be approved for a merchant account in order to take advantage of the benefits of the Payment Portal.

Getting Started

In order to enable Integrated Payment Processing within CollaborateMD, you must be an Authorized Representative (Auth Rep). The following steps need to be completed once as the initial setup.  Follow the steps below to enable Integrated Payment Processing within your CollaborateMD customer account(s). Once approved with TSYS®, a ColaborateMD representative will complete your integration activation.

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If credit card processing was already enabled, you may proceed to the Configure the patient Payment Portal section of this user guide.

  1. Go to the Admin section and click the Services tab.
  2. Click the Retrieve button. 
  3. Click the Add-On Services tab and click the Integrated Payment Processing tab.
  4. Check the box to Enable Integrated Payment Processing for <CUSTOMER NAME>.
  5. By default, both services are enabled.  To disable, uncheck a service below:
    • Enable processing of patient credit payments within CollaborateMD.  (Credit card processing)
    • Enable online patient Payment Portal. (Online Patient Payment Portal)
  6. Under the Merchant Accounts tab, click the Request a new Merchant Account button.
  7. Enter a Name for your merchant account that best represents the location at which the account will be used.
  8. Click the Request button. 
  9. If you’ve elected to use the online patient Payment Portal, proceed to the Notification Settings tab to enable the notifications you wish to send to your patients:
    • Send New Balance Notifications: Check the box if you wish to send notifications to your patients regarding new balances set to “Due Patient”. Notifications can be sent by Text Message or Email. 
    • Send Payment Confirmations: Check the box if you wish to send notifications to your patients once they’ve successfully processed their payment via the online patient Payment Portal. Notifications can be sent by Text Message or Email. 
  10. Once satisfied with changes, click the Save button.
Get ready!  A TSYS® Representative will call you within 1-2 business days to proceed with your new merchant account. Your TSYS® Rep will only attempt 3 calls to get you all the information you need, so be ready! 


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You must “Request a new Merchant Account” for each location and/or tax ID.  Repeat steps 1-9 if applicable.


Defaulting a Merchant Account

After a CollaborateMD representative completes your configuration, your Integrated Payment Processing feature is now active and ready to use. In the event a user has multiple merchant accounts (multiple locations/tax IDs), a default merchant account to post payments can be selected for each user and customer. To default, a merchant account, follow the steps below:
  1. Go to the System section. 
  2. Click the Defaults tab. 
  3. Click the Retrieve Defaults button. 
  4. Go to the Payment Processing section located at the bottom right of the screen. Click the Merchant Account drop down menu and select the default Merchant Account to process a credit card payment. The selected merchant account can be changed when posting a payment. 
  5. Once satisfied with changes, click the Save button.

Configuring the Payment Portal

Before you can begin inviting patients to the Payment Portal, it’s recommended that you configure your Payment Portal. Follow the instructions below to configure your Payment Portal: 
  1. Go to https://www.paystatementonline.com/loginAsAdmin.
  2. Enter your CollaborateMD Username and Password.
  3. Click the Login button. 

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    If you manage more than one customer’s Payment Portal, you will be prompted to Select a Customer from the drop down menu and click Continue.  Once the steps are completed below, you will be able to click Switch Customer and repeat the below steps for each customer.

  4. Click the Choose File button to upload an organization logo.

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    The recommended file types are JPEG, PNG or GIF.  It is recommended the image size be at least 150x250 pixels. The Practice Logo will appear in the top left corner of the page and will be visible to patients that log into the Payment Portal.

  5. Enter the required fields: Practice Name, Address, City, State, Zip code, Phone
    • Optional:
      • Enter the Practice Web Site. Enter full website URL, including http:// or https:// to Save.  (i.e http://www.collaboratemd.com)
      • Enter the Billing Contact Details such as the Billing Contact Phone, Fax, and Email.   
  6. The Minimum Payment amount defaults to $1.00. To change, enter an amount between $1.00 and $10.00.
  7. Click the Submit button. The entered information will display in the top left. To make changes, re-enter the information and click the Submit button again. 
  8. If you manage more than one customer’s Payment Portal, click Switch Customers and repeat the above steps. 

Inviting Patients to the Portal

Now that you have configured your Payment Portal, you should invite patients! Office staff can easily communicate this payment option via email, patient statements and / or free downloadable marketing material.  Here are all the options to market your new, secure online Payment Portal: 
  1. Statements. No setup required! We will automatically include the Payment Portal website on all your printed or automated patient statements.
  2. Marketing Material. Free downloadable material for your front desk! Visit http://training.collaboratemd.com/paymentportal to view and download. 
  3. Email Invitations. Easily invite patients via email from within the Patient or Scheduler section of the application. To invite a patient via email follow the steps below:
  4. Open the patient you want to invite from the Patient or Scheduler section.  
  5. There are two options to get to the invitation window: 
    • Option 1: From the Patient tab, click the Not registered for Payment Portal indicator in the Dashboard
    • Option 2: Click the Patient Billing tab and select the Payment Portal tab.
  6. Click the Send Invite Now button. If no email address displays the patient’s email address field is blank. Simply enter the patient’s email address and click Send. Entering a patient’s email address here, will not override or create the email address in the Patient section. It will be remembered in this Payment Portal tab only.
  7.  Optionally, click View History” to see a list of all invitations sent.

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When the Restrict this patient to read-only access within the Payment Portal option is checked, the patient may still log in to the Payment Portal.  The patient will not be able to make payments.  The patient will be able to view visit and payment history, as well as print receipts and statements, when applicable.



Processing a Credit Card Payment

Daily credit card transactions can be processed within the Payment or Scheduler sections of the application. Transactions will automatically post to the patient account and be reflected on appropriate reports.

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Transactions, such as voids and credits (refunds), must be processed through Transaction Express and added manually to the patient account within CMD.


Payment Section

To process a credit card payment within the Payment section, follow the steps below:  
  1. Go to the Payment section. 
  2. Click the Payments tab and click the New Payment tab.
  3. Select Patient Payment
    • Optional: Check the Print receipt box to print the patient a receipt.
  4. Click the magnifying glass beside the Payment By field to search and select the patient.
  5. Enter payment details such as AmountDate, and Check # (optional).
  6. Select the payment Type.
  7. Select the payment Source of Credit Card and complete one of the options below: 

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    It’s highly recommended that users use Option 1 below.  If Option 1 cannot be completed, it’s highly recommended to complete Option 2.  If Option 2 cannot be completed, proceed to Option 3.   


    • Option 1: Click the Swipe button. Swipe the credit card with the credit card reader.
    • Option 2Place cursor in the Card # field. Swipe the credit card reader with the credit card reader.
    • Option 3Place cursor in the Card # field. Manually enter the credit card number, the expiration date and change the Source to correct Credit Card type: Visa, MasterCard, American Express or Discover.
  8. Choose how to apply the payment Credit Account (Apply Later)Apply Automatically, or Apply Manually.

Scheduler Section

To process a credit card payment within the Scheduler section, follow the steps below: 
  1. Go to the Scheduler section.
  2. Click the Scheduler tab.
  3. Click the Retrieve Appointments button.
  4. When the appointments are displayed, open the appointment related to the payment.
  5. When the appointment window opens, go to the Payment tab.
  6. Enter payment details such as AmountReceived on DateCheck # (optional).
    • Optional: Check the Print receipt box to print the patient a receipt.
  7. Select the payment Source of Credit Card and complete one of the options below:

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    It’s highly recommended that users use Option 1 below.  If Option 1 cannot be completed, it’s highly recommended to complete Option 2.  If Option 2 cannot be completed, proceed to Option 3.   

    • Option 1: Click the Swipe button. Swipe the credit card with the credit card reader.
    • Option 2: Place cursor in the Card # field. Swipe the credit card reader with the credit card reader.
    • Option 3: Place cursor in the Card # field. Manually enter the credit card number, the expiration date and change the Source to correct Credit Card type:  Visa, MasterCard, American Express or Discover.
  8. Click the Save button.

Understanding Credit Card Responses

After applying the patient’s payment, CollaborateMD will send the payment for approval and collect a response from TSYS®. If the payment was successfully processed, you will receive a confirmation. If the transaction is not successful, you may receive one of the following pop-up messages:
  • Expired Card (54): Expired card 
  • Invalid Card Number (14): Invalid card number
Visit the TransAction Express website to find the most recent version of the Transaction Express Integration Guide for a list of Transaction Response Codes & General Codes. This document includes a list of possible transaction response codes for each credit card transaction processed within CollaborateMD using Integrated Payment Processing. The Code column is a numeric representation of the transaction status. The Description column provides the specific reason for the transaction status. Please TSYS if you need assistance locating this guide.

Re-Printing Receipts

The receipt will print automatically when the Print Receipt box is selected. The receipt can be reprinted within the Control section of the application. Follow the instructions below: 
  1. Go to the Control section.
  2. Click the Payment Tracking tab.
  3. Enter your search criteria then select Search
  4. Locate the payment and click the Print Receipt button located to the right.
  5. This will open a print dialog box allowing you to select your printer and print the receipt.


Running Reports

We make reporting easy! Track, monitor and print these reports that are designed just for Integrated Payment Processing. All Auth Rep(s) / Admin(s) have full access to these reports. Contact them, if you don’t have access to these reports.
  1. Merchant Payments – This report gives a detailed listing of all payments that have been processed by Integrated Payment Processing. This report includes payments that were processed within CollaborateMD and/or Payment Portal. 
  2. Payment Portal Logins – This report gives users an overview of which patients are logging into the Patient Payment Portal and how much time they are spending in each session. 
  3. Payment Portal Registrations – This report allows users to manage their Patient Payment Portal registrations and easily identify patients that have registered and also ones that have yet to register. 
To access these reports follow the instructions below: 
  1. Go to the Report section.
  2. Click the Central Business Intelligence tab. 
  3. Under the Report Viewer tab, double click the Management Reports folder. 
    1. Once the folder is opened, double click the report you wish to run. 
    2. When the filter window opens, make your selections and then click the OK button to run the report. 

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Comparing the Merchant Payments report in CollaborateMD to your Daily Close Report or the Credit Card Transaction Detail Report within Transaction Express is highly recommended and should be part of your office procedures.

  • On the Daily Close Report view the column named “Net Amount” for your totals.

  • On the Credit Card Transaction Detail Report view the column named “Approved Auth Amount Total” for your totals.

To match the CollaborateMD Patient Account to the Merchant report, find the Customer Reference ID field.  The “PP” indicator before the 8 digit Patient Account will indicate the payment was made through the Payment Portal.


Disabling Credit Card Processing & Payment Portal

To disable credit card processing and / or the Payment Portal services, follow the instructions below: 
  1. Go to the Admin section and click the Services tab.
  2. Click the Retrieve button.
  3. Click the Add-On Services tab and click the Integrated Payment Processing tab.
  4. Uncheck the box next to the services you wish to disable
    • Unchecking the Enable Integrated Payment Processing for <Customer Name> box will disable credit card processing within CollaborateMD and the patient Payment Portal.
    • Unchecking the Enable processing of patient credit card payments within CollaborateMD box will prevent credit card payments from being processed within CollaborateMD. 
    • Unchecking the Enable online patient Payment Portal box will disable the patient Payment Portal.
  5. Once satisfied with changes, click the Save button.

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You must contact TSYS® to inactivate your account completely. Disabling Integrated Payment Processing inside the CollaborateMD services tab does NOT close your merchant account with TSYS®.


Frequently Asked Question

Request TSYS® Training Supplemental Training

Now that you’ve configured your CollaborateMD account, you’re ready for your TSYS® Supplemental Training.

Please send an email to:  MerchantActivationTeam@TSYS.com.  Once you have completed the steps in this “CollaborateMD Integrated Payment Processing Getting Started Guide”.

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Please indicate the subject line of your email as “CollaborateMD Supplemental Training” and in the body include your practice, phone number, and address. A TSYS® Representative will reach out within 1-2 business days.


Help

CollaborateMD Support

Feel free to contact the Customer Success Department if you have any questions or if you need to Contact Us for assistance processing payments or enabling Integrated Payment Processing within CollaborateMD.


TSYS® Support

Feel free to contact a TSYS® Representative in the event you have any questions or need assistance with your USB Card Reader or how to begin using Transaction Express.

  • Hours of Operation: 24 hours a day, 7 days a week

  • Phone#: 800-654-9256