Processing Credit/Debit/ACH Payment
Membership charges for autopay-enabled patients will automatically process on their payment due date. For all other invoices that you are manually applying payment to:
Navigate to the patient's profile
Add a valid payment source under 'Payment Options'. Note: Ensure the patient completes all steps to save their bank account, including selecting 'Back to Hint Health Inc' and clicking 'Save payment method' after reaching the 'success' page.
Click on the patient's 'Invoice tab'
Click on the invoice you would like to apply payment to
If processing payment by card or bank account, click 'Process Payment' and enter the amount
Click 'Process Now'
Record Payment By Cash or Check
Navigate to the patient's profile
Click on the patient's 'Invoice tab'
Click on the invoice you would like to apply payment to
Click 'Record Payment'
In the box that pops up, indicate how much of the full payment you would like to mark as received
Select the form of payment you have received and include a memo if you would like
Click 'Record Payment'
Automatic Invoicing for Scheduled Memberships
Hint Health allows for automatic invoicing of memberships such as recurring billing items. These invoices are generated based on the start date or specific billing schedule.
Where To Find These Invoices:
Navigate to the Memberships section in the Hint Health system.
Select Bills Overview to view projected or issued invoices. This feature ensures that invoices are created and managed efficiently without requiring manual intervention.
Invoice statuses
Invoices can have the following statuses:
Draft: A draft invoice is editable and will not show up on revenue reports
Issued: An issued invoice is not editable and is not paid so you can revise the amounts. It is also representative of an invoice that has not yet been sent. Typically, issued invoices are awaiting some kind of action on your side
Sent: A sent invoice typically indicates that action on your side has been completed. If you mark an issued invoice as sent, it will move to this status. A sent invoice is typically representative of an invoice that is outstanding
Paid: Once an invoice is paid, it can be refunded. An invoice moves to the paid status if you click the mark as paid button, or if it is actually paid through a credit card or bank account. If a bank account is processing a payment on an invoice and it fails, it will move from paid to issued once the bank account fails For more information on resolving ACH returns and unpaid invoices, refer to the 'Troubleshooting Common Payment Issues' section.
Retrying: If a credit card is used on an invoice and the credit card fails, it will retry the invoice a number of times before it moves back into the issued state For detailed troubleshooting steps on resolving failed payments, refer to the 'Troubleshooting Common Payment Issues' section.
Cancelled: If you void an invoice, it will move into the cancelled state. If an invoice is cancelled, it will not show up on revenue reports
Bad Debt: If you mark an invoice as bad debt, it will continue to show up on revenue reports; however, we will stop attempting to process any charges against the invoice. For guidance on handling bad debt invoices, see the 'Troubleshooting Common Payment Issues' section.
Disputed: If a customer disputes an invoice through a credit card chargeback or the bank declines or reverses out a payment, it will show up as disputed on the invoice. For steps to address disputed invoices, consult the 'Troubleshooting Common Payment Issues' section.
Troubleshooting Common Payment Issues
Bank Account Connection Problems
Issue: A patient sees a 'success' message when connecting their bank account, but the account does not appear in Hint Health.
Cause: The patient may not have completed all necessary steps to save the payment method in Hint Health.
Resolution: After reaching the 'success' page, the patient must select 'Back to Hint Health Inc' and then click 'Save payment method' in the box that appears. Only then will the bank account be saved and available in Hint Health.
Failed Payments
Issue: Payments fail due to reasons such as closed bank accounts or incorrect bank details.
Cause:
Closed bank accounts result in failed payments.
Incorrect bank account or routing numbers lead to an "unable to locate account" error.
Resolution:
For closed accounts, request updated payment information from the patient.
For incorrect details, ask the patient to update their payment method with accurate information. Once corrected, payments will follow standard timelines (e.g., 1 business day for card payments, 5–6 business days for bank transfers).
Pending or Unpaid Invoices
Issue: An invoice remains unpaid despite a payment confirmation, or a pending charge does not drop off.
Cause:
ACH returns can cause invoices to remain unpaid.
Pending charges may take time to disappear after a failed or canceled payment attempt.
Resolution:
For ACH returns, have the patient update their payment information to clear the return flag, then reprocess the payment.
For pending charges, these usually drop off automatically. If not, the patient should contact their bank for clarification.
Troubleshooting Steps
Verify Payment Method: Ensure the patient has completed all steps to save their payment method in Hint Health.
Request Updated Information: Use the “Send Request For Payment Info” option in the patient’s chart to request updated payment details.
Resend Unpaid Invoices: Open the unpaid invoice and click 'Send' to email it to the patient for payment.
Confirm Payment Status: Check for ACH returns or other flags that may prevent payment processing.
Best Practices for Payment Management
Encourage patients to double-check their bank account and routing numbers when adding payment methods.
Provide clear instructions for completing the payment method setup process.
Regularly monitor invoices and follow up promptly on unpaid or failed payments.