Memberships functionality allows you to provide your patients with the value of packaged benefits while generating recurring revenue and loyalty for your practice.
In this article you will learn how to:
- Enable access to membership functionality
- Create a membership program
- Membership labels
- Statuses of membership programs
- Search for a membership program
- Enroll a patient in a membership program
- Schedule a patient for membership benefits
- Membership statistics and enrolled patients
- View and manage memberships in the patient chart
- Cancel a membership program
- Edit an existing membership program
- Archive an existing membership program
- Memberships in the patient portal
- Membership notifications
> View Video Below<
Note: integrated merchant services is required for this feature to be utilized. For more information, please see the following articles:
Enable Access to Membership Functionality
To enable access to Membership functionality, you need to give permission for the user in User Accounts. To do this, follow the steps below:
1. Go to Practice Account -> User Accounts
2. Select the User for whom you want to provide access and click Edit
3. Go to Global Permissions, expand the Financial Transactions section and turn on the toggle button for Membership.
4. Scroll down and Save the changes
The user will see a new section in their left-side menu for Membership.
Create a Membership Program
To a create a Membership program, follow the steps below.
1. Go to Membership -> Membership programs in the left-side menu.
2. Click Add Membership.
3. Enter the name of the Membership.
4. You are encouraged to enter the label of the Membership program. The label should be unique and no more than 10 characters. Membership labels are visible in patient charts and the appointments for awareness of what membership program the patient is enrolled in and the program details.
Note: If a Membership Program does not have an associated label, the Membership Program name will display instead on the patient chart and appointments. However, if the Membership Program name is long, their formatting may not be optimal on patient charts and appointments.
Learn more about membership labels below in this article.
5. Identify the location(s) for which the Membership program will be available. You can select one or several locations.
6. Enter the Annual Membership Fee or/and Monthly Membership Fee. If you add both Annual Fee and Monthly Membership Fees, the patient can choose either payment cadence option when enrolling.
7. Click Next to set up the benefits for the Membership program.
8. Click Add items
9. Add treatments or/and products and click OK.
10. Select the discount (from 1 to 100%) and monthly maximum for receiving the treatments/products (from Not Limited to 100 per month).
Note: If you want to delete the item, click on the garbage can icon.
11. When you have completed setting up benefits for the Membership program, click Next.
12. Review the Membership plan details and edit or delete items if needed.
If everything is fine, click Confirm to create the Membership plan.
The plan will be visible in the list of Membership programs.
Membership Labels
In a Patient Chart
For patients enrolled in a Membership Program, the Membership Label is visible on their patient chart under the patient's name.
To read the membership details, click on the label link.
When you are finished, click Close.
In appointments
Membership Labels display on the appointment above the Referral field.
To read the membership details, click on the label link.
When you are finished, click Close.
Statuses of Membership Programs
There are 2 statuses of membership programs:
1. Active - program is available to be sold to patients.
2. Archived - program is no longer available to sell to patients.
Search for a Membership Program
When you have added several programs, you might need to quickly find a program. This can be done with the help of the search field. Just type the name of the program and you'll see the all the Membership programs that contain the keyword in their name.
Also, you can filter Membership programs by statuses with the help of a drop-down.
Enroll a Patient in a Membership Program
Patients get enrolled in a membership program from the Membership Program page.
1. Go to Membership ->Membership Programs
2. Find the membership the patient is interested in, click on the arrow and click Enroll patient.
3. Type the patient's name to select the patient.
4. Select membership duration (from 1 to 12 months).
5. Select membership start date.
Note: You can select a future start date for the membership. If payments are monthly, future payments will occur on that day of the month, and the first payment will occur on the day you sell the membership.
6. Click Next to set up payment.
7. Select payment location
8. Select membership fee.
Note: If you select annual membership fee, then the patient will be charged once for the annual amount. If you select monthly membership fee, the first payment will be charged on the enrollment date and the following payments will be collected on the same day of the month as the enrollment date.
9. State whether the payment is taxable or not. If yes, add the tax rate in the corresponding fee. The field will default to the tax rate in Practice Profile (on the Locations tab) but it can be overridden.
10. Click Collect payment to proceed.
11. At this step you will either click Enter Credit Card Information to manually enter credit card details or Start Terminal to collect the payment via the terminal.
Note: credit card information inputted to pay for memberships will not be retained as credit card on file. You will need to input credit card on file separately in the patient chart. For more information, please see the following article:
12. If you click Enter Credit Card Information, you'll be redirected to an interface to input your patient's credit card details.
13. When the information has been added, click Pay.
14. The Membership will be available for the patient to use after the first payment and after the Membership Start Date.
How to Change the Payment Method
If the patient's payment method is no longer valid and needs to be replaced, you will need to wait until the current payment method has been attempted unsuccessfully 4 times, after which point the enrollment status will adjust to Pending Payment. Then you can use the Pay button to input a different payment method which will be retained for future charges.
Using Membership Benefits
1. To start using the Membership benefits, schedule the patient's appointment for the treatment(s) included in their membership package.
2. After the patient has received the treatment, open the appointment window and click Create invoice.
3. The treatment will be included in the invoice with the membership discount.
4. Click Create Invoice or Create Invoice & Record Payment to finalize the invoice.
Create Invoice for Membership Benefits
You can also create an invoice which delivers membership benefits without scheduling an appointment. In order to do this, follow the steps below.
Note: This workflow will be more suitable if the membership includes inventory benefits (e.g. discount on OTC cream).
1. Go to Financial -> Invoices
2. Click New to create a new invoice
3. Select the patient from the list
4. Select location
5. Expand the Products section and select the product that is included into the Membership program.
6. The discount selected in the membership program will be automatically applied.
8. Click +Add to add the line to the invoice.
Note: If the patient has only 1 procedure with the membership discount but is receiving two treatments, you won't be able to change the quantity in the treatment line which includes the membership discount. You'll need to add a new line item to the invoice without the discount for any non-membership treatments.
9. Create Invoice or Create Invoice & Record Payment.
10. The invoice including the membership benefit will be created.
Membership Statistics and Enrolled Patients
You can see the membership statistics and information about patients enrolled in the membership programs in Membership -> Enrolled patients.
You will see a list of the patients who are enrolled in each membership program. You can check the name of the patient, which membership the patient is enrolled in, the duration of the membership, the membership fee, and the payment status.
There are 5 enrollment statuses:
1. Active - the membership is paid and available for usage.
2. Cancelled - the membership is terminated and the next recurring payment will not be charged.
3. Expired - the membership enrollment duration has completed. The patient's credit card is no longer charged and membership discounts are no longer added to invoices.
4. Pending payment - up to 4 attempts to charge the patient's credit card have failed. Membership discounts will no longer be applied to invoices. In order to activate the membership again, you need to click Pay button in patient membership.
5. Pending start - the Start Date of the membership has not occurred.
To see more details on a specific membership, click on the down arrow and select View.
The membership details will be displayed.
Click Payment History to check patient's payments towards membership.
View and Manage Memberships in the Patient Chart
Membership details can be accessed and managed in the patient chart for a comprehensive patient overview. Membership status can be adjusted as well from the patient chart.
Search for a patient and expand the Memberships category in the left-hand panel.
In this section, you can:
- see the Membership details in the following order:
- 1st column: status, Membership program name, enrollment duration, fee type
- 2nd column: enrollment period
- filter the memberships by status
- view or change the status of Memberships.
To access the ability to Pay for a patient's membership, go to the Enrolled Patients page, search for the patient, and select the Pay option. In the future, we plan to enable payment from the patient chart.
Cancel Membership Program
If a patient chooses to terminate their membership, you can cancel it.
1. Go to Membership -> Enrolled patients.
2. Find the patient in the link, click on the down arrow -> select Cancel.
3. Click Yes to confirm.
The status of the membership will be changed to Cancelled.
Edit Existing Membership Program
In order to edit an existing membership program, follow the steps below.
Note: Only membership programs that do not have any enrolled patients can be edited.
1. Go to Membership ->Membership Programs
2. Find the membership, click on the down arrow and click Edit.
3. Edit the information at any step of the Membership setup. Use Back and Next icons to switch between the steps.
4. At the final step ,review the membership program and click Confirm.
The program will be updated.
Archive an Existing Membership Program
In order to archive a membership program, follow the steps below.
Note: Only membership programs that do not have enrolled patients or are in Expired or Cancelled status can be archived.
1. Go to Membership ->Membership Programs.
2. Find the membership you want to archive, click on the down arrow and click Archive.
3. Click Confirm to approve archiving the program.
The status of the program will be changed to Archived.
Unarchive a Membership Program
To unarchive a Membership program, follow the steps:
1. Go to Membership ->Membership Programs.
2. Find the membership, click on the down arrow and click Unarchive.
3. Click Confirm.
The status of the membership program will be changed back to Unarchived and you'll be able to edit it and enroll patients into the program.
View a Membership Program in the Patient Portal
Patients can view their Membership details via the Patient Portal by following these steps.
1. Login to the Patient Portal.
2. Go to the Memberships at the bottom of the left-hand menu.
Memberships are divided by tabs according to their status between Current Membership Programs (Active, Pending payment, and Pending start) and Completed Membership Programs (Expired or Cancelled).
3. Clicking on View Details allows the patient to view the list of treatments/inventory used within the Membership Program. This information should prompt patients to schedule an appointment to use treatments/inventory still available in their program.
To close the details, click outside the pop-up window.
If there are no Completed or Current Membership Programs yet, the Memberships tab will display the following message.
Membership Notifications to the Patient Portal
Patients are notified about the status of their Membership programs immediately and automatically when the following trigger events occur:
- Patient enrolled/purchased a Membership Program
- Enrollment cancelled
- Enrollment expired
- Patient has an outstanding Membership Fee
Patients will receive a generic email that their practice has sent them a message to prompt them to login to the Patient Portal as follows:
1. Login to the Patient Portal.
2. Go to the Messages at the top of the left-hand menu and view the message triggered by Membership events.
3. To open the message, click on it and read.
For Membership programs report read this article:
Video
Content Timelines per Minute:
00:00 - 00:11 - Introduction
00:12 - 00:45 - Enable access to membership functionality
00:46 - 3:57 - Create a membership program
3:58 - 6:54 - Enroll a patient to a membership program
6:55 - 7:52 - Schedule a patient for a membership benefit
7:53 - 8:49 - Creating an invoice for a membership benefit
8:50 - 9:42 - Checking patients enrolled into a membership program
9:43 - 10:03 - Cancel membership for a patient
10:04 - 10:42 - Edit a membership program
10:43 - 11:16 - Archive a membership program
11:17 - 11:39 - Unarchive a membership program
11:40 - 11:45 - Wrapping up