The payer of a patient's invoice will default to the individual who is paying for that patient's membership. If you need to assign an invoice to a different patient for payment, follow the steps below. Common causes of incorrect payer assignments include default payer settings influenced by prior payment history and linked or dependent account relationships.
Common Causes of Incorrect Payer Assignments
Default Payer Settings: The system assigns the most recent payer as the default for one-off invoices. For example, if another patient (e.g., a spouse) previously paid a charge, the system may default to their account.
Linked Accounts: When a patient is listed as a dependent under another patient’s membership, invoices may default to the primary payer’s account.
Browser Compatibility Issues: Payment updates may not save correctly if using an unsupported browser or if browser cache and cookies are not cleared.
Change the payer on an Invoice:
Navigate to the invoice that you would like to reassign the payer of
Click 'Edit Details' in the upper right-hand corner
In the pop-up window, click on the name in the 'Payer' field
Search for and select the new payer's name
Click 'Save' to move the invoice to the new payer's profile. You will then be able to process payment on the new payer's payment source.
Preventative Measures
Regularly review and update payer settings for patients with linked accounts or shared memberships.
Verify the payer details before issuing invoices, especially for patients with a history of shared payments.
Resetting the Default Payer
To ensure invoices remain on the correct patient’s account:
Open the intended patient’s record.
Navigate to the Invoices tab and click +New Invoice.
Edit the invoice details and change the Payer to the intended patient.
Add the necessary charges and issue the invoice. This process updates the patient’s stored payer settings, ensuring future invoices remain correctly assigned.
Addressing Linked Account Issues
If the patient is listed as a dependent:
Option 1: Update the membership structure to remove the dependent relationship, allowing the patient to be billed independently.
Option 2: Manually set the payer on the invoice to the intended patient during creation or editing.
Troubleshooting Browser Issues
If payment information does not save correctly:
Use a supported browser, such as Chrome.
Clear your browser’s cache and cookies to ensure proper functionality.
