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Email Balance Reminders

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Updated: 03/23/2023
Views: 3654

Patient Portal and Kareo Patient Collect (KPC) powered by Tebra or powered by Stripe activated practices have the option to send Text Balance Reminders and/or Email Balance Reminders to accelerate patient collections and drive online payments. After balance reminders are sent, review the Patient Statements Delivery Report as part of the monthly closing activities.

Email Balance Reminders can be sent to patients who have a valid email address on file and one of the following:

  • In the Platform, Email has been enabled under Patient Communications.
  • In the Desktop Application (PM), the patient is opted into receiving email notifications within the patient record.

Note: This feature is not available for accounts with Instamed activated. To enable email balance reminders, contact our Support Team for assistance.

Send Email Balance Reminder

In compliance with relevant consumer laws, the option to send Email Balance Reminders is not available before 8:00 AM and after 9:00 PM for all time zones.

  1. After preparing patient statements, click Send Statements at the bottom of the Find Claim window. The Send Patient Statements - Select Criteria window opens. 
    • To navigate from the Practice Home window, click Encounters on the top menu bar > Send Patient Statements.
 Desktop_FindClaim_SendStatements.png
  1. Enter the appropriate criteria to filter patients. 
    Note: The criteria auto-populates with the Default Batch Options set in the Patient Statement Options.
    • Automated Patient Billing enabled customers: To exclude all patients scheduled to receive automated statements, click to select "Exclude patients on automated patient billing cycle".
    • To exclude patients with payment cards on file, click to select "Exclude patients with card on file".
  2. Click to select the Statement Delivery method "Email".
    Note: In compliance with relevant consumer laws, this method is not available before 8:00 AM and after 9:00 PM for all time zones.
  3. Click SHOW PATIENTS. The Send Patient Statements - Confirm Patient List window opens. 
 Desktop_SendPatientStatements_Email_SelectCriteria_Oct2021.png
  1. Review the patient list and information. 
    Note: To view the email address the reminder will be sent to, click on the patient's name to open the Patient record and select the General tab. Close the window to return to the patient list.
    • If applicable, click to clear the checkbox on the left of the patient's name to exclude the patient from receiving a statement.
  2. Click Send Patient Statements. A confirmation pop-up appears. 
  3. Click Yes to confirm. The Email Balance Reminder is sent and the Patient Statements Sent window opens.
 Desktop_SendPatientStatements_Email_SendConfirm.png
  1. Make the appropriate selection to mark the patient statements as sent:
    • "Yes" is selected by default and updates the patient claims status to Pending patient. 
    • Click to select "No" if the patient claims status should remain as Ready to send statements.
  2. Click Finish. 
 Desktop_SendPatientStatements_Email_Finish.png

Patient Experience

Patients receive the email within an hour of the Email Balance Reminders being sent so they can securely make a payment or access the Patient Portal and view the details of their statement.

Make a Payment

  1. The patient clicks View & Make a Payment Now within the email. The Make a Payment page opens in a new browser.
 Desktop_EmailStatements_Email.png
  1. The patient clicks to select the payment amount to pay. 
    Note: The patient can click I want to see my statement before I pay to access the Patient Portal and view their statement first.
    • "Pay full Amount" to pay the total amount owed.
    • "Pay other amount" to enter a different payment amount.
  2. The patient enters the credit card information.
    • If the patient has Apple Pay, Google Pay, or Microsoft Pay set up, the Choose payment method section displays an icon for selection to process the payment. 
  3. The patient clicks Submit Payment. 

Once submitted, the payment shows as an unapplied payment under the Online tab of the Find Payment window.

 Desktop_EmailBalRem_MakeaPmt_Oct2021.png

Create Account and View Statement

  1. The patient clicks View & Make a Payment Now within the email. The Make a Payment page opens in a new browser.
  2. The patient clicks I want to see my statement before I pay. The Welcome to Kareo Patient Portal Create your account page opens.
    • If the patient has already registered and has an existing Patient Portal account, the Kareo Patient Portal Sign in page opens. Upon sign in, the Your Bill Details page opens for them to review the information and the patient would proceed to step 5.
  3. The patient enters all applicable information: Email, Password, Date of Birth, and last four of digit of their SSN.
  4. The patient clicks Create Account. The Your Bill Details page opens for them to review the information.
 Desktop_EmailBalRem_CreateAccount.png
  1. The patient clicks Pay Now to make a payment. The Make a Payment page returns.
 Desktop_EmailBalRem_BillDetails.png