Pay a bill and upload a document

Patients can pay a balance and send paperwork from the portal, which keeps cards and forms off the front desk. Both actions are stored on the patient record so billing and the front desk are looking at the same file.

See the amount due

The balance in the portal is the patient’s share after the clinic has posted charges and insurance payments. It may not match a number the patient remembers from the front desk if a claim was paid this week. Ask the patient to read the visit dates on the balance before they pay, so they are not paying a statement that billing has already adjusted.

If the amount looks wrong, the patient should message the clinic before paying. Billing can correct a duplicate charge or explain a deductible without the patient sending money twice.

Pay a bill

1. Open the patient portal and choose the billing or pay area.
2. Review the amount due and the visits it covers.
3. Enter the card or account the clinic accepts.
4. Submit the payment. The balance updates for the clinic’s billing staff.

The patient should keep the confirmation on the screen until it shows a receipt number. Billing can see that payment on the outstanding-balance view and does not need a separate phone call to post it.

Upload a document

1. Open Documents or the upload area.
2. Choose the file, such as an insurance card, referral, or signed form.
3. Add a short label if the screen asks for one, so staff know which visit it belongs to.
4. Save it. Staff can open the file from the patient record.

Photos of cards should show the member name, member ID, and the payer’s phone number. A blurry image is the usual reason staff ask the patient to upload again.

What staff do next

Open the patient record and check Payments and Documents. Apply the payment to the visits listed on the receipt, then open the uploaded file and attach it to the chart if it did not file itself. If the document is an insurance card, update the coverage on the patient before the next claim goes out.

• Do not leave card images only in a message thread.
• Tell the patient when a form is accepted so they do not upload a second copy.
• Receipts stay on the portal if the patient needs them for a flex account.