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Processing a Partial Payment (HSA/FSA/Prepaid credit card)

When a patient pays with an HSA, FSA, or prepaid credit card, there are instances where you may need to accept a partial payment if the balance in the account does not fully cover the total charge amount.

Let’s review a simple scenario where a partial payment occurs and review the required steps to complete the transaction. 

Scenario: Your patient Emery comes in and has a $23.05 copay for this visit. Emery hands her HSA card to you. For the purpose of this example, Emery’s HSA account has a balance of $20.

Note: The process for refunding or reversing a partial or HSA/FSA payment is the same as any other credit card payment.

  1. Navigate to the patient’s appointment in the Scheduler, and click to open.
  2. Click Check In. The Payment window will automatically open since a copayment is due for this patient. Otherwise, you can click Payment to add a charge.
  3. Because the copay amount was entered in the insurance card on the patient’s chart, the charge automatically populates.
  4. We have no other payments for this patient, so click the Paid checkbox.
    1. Use the Add Charge button if you do need to add an additional payment.
  5. Next, select HSA Card for the Payment Method (Use this payment method for HSA or FSA payments). You can use the Credit Card option but you’ll lose insight into reporting on HSA/FSA payment types.
  6. This will trigger the Collect Payments button to appear. Click this button.
  7. If you want to add an additional charge after you’ve selected the Collect Payments button, you’ll need to cancel the transaction, add the charge, and then click Collect Payments again.
  8. If the patient has a card saved on file from a previous transaction, and they would like to use a different card for this transaction, you’ll need to click Use Another Card. Otherwise, select the radio button next to the card they would like to charge and skip to Step 13.
  9. Once you select Collect Payments, you’ll receive a 'waiting for input' message. It's always good at this point to ensure that the Transaction Amount aligns with the total charges.
  10. 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. Skip to Step 13.
  11. If the card is not present at the time of the transaction (and not on file), you’ll need to get the card information from the patient. The level of detail required is dependent on the configuration of the device. If you have chosen to go with our suggested Configuration #4, you’ll need to ask for Card Number, Expiration Date, Security Code, and the Billing Zip Code. The device will prompt you for each piece of required information. If you enter the card number incorrectly, the device screen will show an Invalid error. Use the Cancel button and start again.
  12. 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.
  13. This is your last opportunity to verify the transaction amount before processing the card. The number indicated in the Transaction Information Amount field will be charged to the card. Once you’ve confirmed the transaction amount, click Process Transaction. Alternatively, if you need to make edits, click the Cancel Transaction link.
  14. You’ll receive confirmation that the transaction has been processed. If there was not enough money in the HSA/FSA account, as in this example, you’ll receive a partial approval as shown below. The Amount field will show how much was covered by the HSA/FSA. If the transaction was denied, you’ll need to restart the process and run a different card.
  15. Optionally, select the Save Card button to store the card information for future use. The system will display a confirmation once saved.
  16. You’ll also notice that a new charge line has been created for the remaining balance that was not covered by the $20 in the patient’s HSA account.
  17. Next, save using one of the following actions.
  18. Next, reopen the payment window for the patient’s appointment to collect payment for the remaining balance. Be sure to check the Paid checkbox.
  19. The patient can pay the remainder with any payment method. In this instance, the patient provided a credit card.
  20. Use the Save & Close option to complete the transaction.
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