Online payments
      Back to home
      1. Support Home
      2. Patient Billing and Payments
      3. Online payments

      How Online Payments Work

      Patients pay you online. The money is deposited to your bank the next morning. Post those payments in your practice software.

      Table of contents

      1. How patients pay you online
      2. What happens after a patient pays you?
      3. How to see which patients have paid you
      4. Accepting payments from patients outside the USA

       

      How patients pay you online

      Patients can pay you online in a number of ways:

      1. Patient Portal at BillpaySafely.com
      2. Provider enters the payment in the Provider portal (ARproactive.com > Login)
      3. Autopay automatically charges the patient's card/eCheck each month

       

      What happens after a patient pays you?

      1. The payment information (the amount, card number etc.) is sent to your payment gateway (e.g. BanquestGateway.com, USAePay.com).
      2. An email receipt is sent to the patient by the payment gateway (if they entered their email address)
        1. If the patient is missing their email receipt.  Login to your payment gateway, find the patient's payment, and click "Print receipt" (or take a screenshot) and email this to the patient.  (Alternatively, you can screenshot of the history of payments in AR Proactive.)
        2. Bounced email receipts: If the email receipts to patients are bouncing back to you as non-deliverable, contact your gateway to ask them how to improve deliverability.  To fix this, your gateway may advise you:
          1. Change the email "Email from" address to "no-reply@usaepay.com" (instead of from "billing@yourcompany.com"). Go to: USAePay.com > Login as merchant > Settings > General > Receipt > "Email from" field.  More detail here.  
          2. Set up an SPF record to give permission to your gateway to send emails on your behalf.  How to is here.  More detail here.
      3. Your payment gateway  holds the payment information until ~5pm CST.  
      4. The next morning the money is deposited to your bank account associated with the payment gateway.
        1. eCheck (ACH) payments from patients take ~5 business days to be deposited.

       

      How to see which patients have paid you

      You're notified of patient payments in a number of ways:

      1. Payment Posting file by email
        1. At ~6am CST each day you receive an email with an Excel list of patient payments the day before, with the subject "Online Payments".  posting file email
        2. Use the Excel file attached to the email to post payments in your practice software.
        3. The total amount in the posting file equals the amount that has been deposited in your bank.
        4. If there were no payments the day before, you will not get an email.

      2. Payment Posting file by download.  
        1. Same file as above, but you can access historical posting files at:
          ARproactive.com > Login > Payments > Posting files > click the blue link that has the words "PostingFile....xls".Posting file download
      3. Look in the Patient's profile
        1. Every patient profile contains a list of online payments they made:
          ARproactive.com > Login > Accounts > Jon Doe > scroll down to Online payment historyOnline payment history

        2. This list is updated immediately each time your refresh/load the page.
        3. Use this option to see patient made by a specific patient.
        4. Note: the the Online Payment History does not indicate if it's deposited to your bank.  It only shows "accepted" or "declined" for processing, but not whether it got deposited (i.e. "settled").   Use the Payment Posting file (above) to know what's been deposited in your bank.
      4. Look in your payment gateway (e.g. BanquestGateway.com, USAePay.com)
        1. Your payment gateway will show you more detail about the payment status, like whether it's been deposited (i.e. "settled" status), or the reason for reject.
      5. Email notification on every payment
        1. Optionally, you can set up your payment gateway to send you an email every time a patient makes a payment.  Request Banquest to set this up by contacting them.  
        2. This is not recommended because
          1. you need to wait until the next morning to confirm the money is in your bank, and
          2. you may get too many emails.

       

       

       

      Accepting payments from patients outside the USA

       

      For a patient or responsible party who is outside the USA (aboard), they should perform the following steps:

      1. Login to their VPN (virtual private network), or use a similar service to get a USA-based IP address.
      2. Follow the instructions on the invoice as regular to make payment, by going to BillpaySafely.com. 

      The reason for this is that:

      • The patient portal (BillpaySafely.com) is setup to only accept payments from USA-based IP addresses. 
      • This is to protect your payments gateway from fraud.  The fraud takes the form of "card testers" who testing random credit card numbers.  Mostly these bad actors are outside of the USA.  Therefore, non-USA based IP addresses will receive a decline. 
      • To solve this, get a USA-based IP address.  We're aware that a bad actor could do the same workaround, but nevertheless this extra step as a deterrent which reduces fraudulent activity on your patient portal.