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Processing a Payment

Let’s review how to collect a credit card payment in the EMR. To collect payments, you must have already completed the setup process outlined here.

There are three types of payment entry:

  • Card-present (CP): Transactions represent credit card purchases that involve the presentation of a physical credit card by the customer to the merchant.
  • Card-not-present (CNP): Transactions in which a merchant honors the account number associated with a card account without the physical card being present.
  • Card-on-file (COF): Transactions paid by a card that was tokenized during a previous transaction.

We’ll detail each step in the payment collection process while highlighting the variations between the different types of payment entry. Patient payments can be collected directly from the appointment or through the patient’s chart.

Important: You will never type in credit card information using your keyboard, as this is not encrypted. By using the provided device to key in the credit card information, you’ll ensure that your patient’s information remains safe. Alternatively, you can limit your use of the provided device for future transactions by taking advantage of the card-on-file feature.

Processing a Payment

Patient payments can be collected directly from the patient’s appointment or through the patient payment section of the patient’s chart. If you are taking payments for multiple or past Dates of Service, we recommend entering these via the patient chart. In this example, we’ll collect the payment through the appointment.

Note: There are two different devices available for processing payments from Worldpay: The Ingenico Lane/3000 device is a chip and PIN reader device that process a payment in a single call and the ID Tech SREDKey Device reads the magnetic strip on the credit card that processes a payment in a two call process.
  1. Go to the patient’s appointment in the Scheduler, and click to open Appointment Actions.
  2. Click Check In. The Payment window will automatically open if the patient has a copayment or coinsurance on their chart. Otherwise, you can click Payment to add a charge.
  3. Once all charges have been added, click the Paid checkbox on each entry.
  4. Select Credit Card or HSA Card for the Payment Method dropdown, this will then display additional payment fields that need to be populated for the card payment. Debit Card transactions are NOT recommended due to the inability to refund a debit PIN transaction, use the Credit Card Payment Method to process these transactions.
  5. Select the correct device from the Devices dropdown.
  6. Click Collect Payments. Don’t worry about filling in the Credit Type and Auth/Check #, these will fill in automatically when the card is read by the device.
    1. If the patient has a card saved on file it will display here. To use a different card for this transaction, click Use Another Card to add and process a new card for the patient payment. It may take a few seconds to connect to this process.
    2. Have the patient insert the card into the chip reader or swipe device when prompted. The Transaction Result will display on the payment window once the card reader captures the card information.
      Note: If you use the card swipe cradle on the Ingenico Lane/3000 device, the magnetic strip must face the machine at the top of the card cradle. You will need to place and hold the card at the top of the card cradle for a few seconds to allow the device to recognize the card. When the four green lights light up above the display screen, swipe the card. If the card is swiped too soon and before the four green lights are activated the transaction will cancel immediately since the card could not be read.
    3. If the patient does not have a card on file or has opted to use a different card, you’ll receive a 'Waiting for input' message. You'll want to be sure that the Transaction Amount aligns with the total charges.
  7. If the card is present at the time of the transaction (and not on file), swipe the card. If successful, you’ll see the following message and credit card details. If the patient decides they want to use another card, click Change Card and swipe the new card.
  8. If the card is not present at the time of the transaction (and not on file)
    1. You’ll need to get the patient's card information.
    2. Select Collect Payments and allow for the details to be sent to the device.
    3. Select Enter Card on the device and follow the device prompt for each required piece of information: Card Number, Expiration Date, Security Code, and Billing Zip Code.
      Note: If you enter the card number incorrectly, the device screen will show an Invalid error. Use the Cancel button and start again.
  9. Once you’ve finished entering in the details press the Enter key. You’ll see the following message and credit card details. If the patient decides they want to use another card, click Change Card, and key in the new card details.
  10. Verify the transaction amount before processing the card. The Amount indicated in the Transaction Information section will be charged to the card. If you need to make edits, click the Cancel Transaction link. If you are confident the transaction amount is correct, click Process Transaction.
  11. You’ll receive confirmation that the transaction has been processed. If the transaction was denied, restart the process and run a different card.
    1. If this card is not currently saved on file, click Save Card and have the patient re-insert the card to save the card to the patient’s account record.
    2. The system will display “Card-on-File was saved Successfully” when the care is saved..
  12. Select one of the following actions and click the Play button, once the transaction has been processed and approved.
  13. Save Card on File

    Is saving a card on file secure?

    When you elect to save a card on file, Worldpay creates a unique token that is saved within our system along with the last 4 digits of the card number (for identification purposes). The account information associated with the card is only stored with Worldpay. When a transaction is processed using a saved card, we send the token to the Worldpay system which then accesses the account details.

    How many cards can I save on file?

    You have the option to save up to two cards per patient. When you collect a payment, a warning will display if you’ve reached the maximum number of saved cards for that patient. At this point, a card will need to be deleted in order to save a new card.

    Can I store a debit card?

    Yes. In order to store a debit card, it must be processed using  Credit Card as the Payment Method and be branded by a major credit card (i.e. Visa), and the patient must not have reached the two-card maximum. The card reader and system are unable to accept or store debit PINs.

    Can I store HSA/FSA Cards?

    After you process an HSA/FSA card using the FSA Card method, the option to save the card on file will be present if the patient has not already reached the two-card maximum.

    How do I delete a saved card?

    When processing a patient payment, select the trash can icon next to the payment method you’d like to delete.

    HSA/FSA Payments

    You can process payments using an HSA or FSA card following the same process described above. The only recommended difference is selecting HSA Card as the  Payment Method. This will help you better understand your card type mix in reporting. Occasionally, you may need to process a partial payment if the patient’s account cannot cover the full appointment amount.

    Reporting: Payment Log

    When running the Payment log, you’ll be able to sort by HSA Card as a payment method, allowing more detailed reporting on your transactions.

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