Subscriptions allow you to design and manage personalized treatment plans as well as apply credit for each patient using a scheduled monthly payment.
Note: Integration with one of our merchant services partners must be activated in order to utilize the subscription feature.
In this article you will learn how to:
- Add a subscription for a treatments/products plan
- Schedule treatments for a subscription plan
- Add a subscription for building credit on a patient's account
- Pausing a subscription
> View Video Below<
Subscription for a Treatment/Product Plan
Subscriptions are located in the Financial module.
You can view a summary of all subscriptions and their status. Pending Payment status means the subscription is currently active and clicking on the far-right arrow allows you to view the subscription details, trigger a payment, or cancel the subscription.
To add a subscription, click at the blue button labeled + New Subscription.
Select the patient and the appropriate location since a subscription can only be redeemed at the location assigned. Select one or more goals from the list to document the patient's objectives for the subscription, adding notes as indicated, choose the subscription type and then click Next.
Identify which treatment(s) and/or product(s) the patient will need to address the goals identified. Use the + Add Items button to identify the treatment(s) and/or product(s) as well as the discount being applied for each. The frequency will determine how often the credit card will be charged.
Note: Packages subscription works according to the logic "use it or lose it". E.g. If a patient has a monthly subscription procedure that is not depleted by a patient within a month after payment, the procedure will disappear from the patient's balance.
When you are ready, click Add to Subscription.
Check If everything is right and go to the next step.
Note: The frequency column shows when the patient will receive the item. In the case from the screenshot above the card of the patient will be charged every month for $511.14 and $5.24 correspondingly. The procedures from the item column will become available for patient usage only after 3 months, when the whole sum of $1533.42 and $15.71 is paid.
Review the subscription summary including the amount due, then click Collect Payment.
If the patient's credit card is on hand and your practice has integrated merchant services, use the Start Terminal button to swipe and collect credit card information and activate the recurring subscription charges.
Note: The credit card details will not be retained as credit card on file.
Without integrated merchant services or the credit card on hand, click the Enter Credit Card Information button to input credit card details then click Pay to activate the recurring subscription charges.
The credit card will be charged on the day that the subscription is set up with the recurring payments scheduled based off the set up date.
Note: The patient should have email prefilled in patient demographics, otherwise, the subscription can be declined.
Note: 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.
It's possible to add multiple subscriptions per patient by following the steps described above.
How to Schedule Treatments associated with Subscriptions
When scheduling treatments, the subscription will be visible at the top of the list of Visit Reasons including the remaining quantity available. The treatment will only be displayed when monthly subscription payments have collected equal or more than the treatment cost.
Create an invoice to generate $0 for collection and register the treatment as having been delivered, thereby reducing the outstanding quantity available.
How to Invoice Inventory/Product associated with Subscriptions
When a subscription is created for inventory/product and enough payments have been collected to pay in full for the inventory, the subscription credits will be visible when creating the invoice.
Inventory subscription credits will not be visible when scheduling nor in the patient chart as Credits since subscription credits are only to be used for a specific inventory/product.
The inventory will only be displayed when monthly subscription payments have collected equal or more than the inventory cost.
How to Refund Subscription for Procedure
It is not possible to make a refund for the Subscription or payment for the subscription if this Subscription is a prepaid procedure type and not the full amount for the procedure was paid.
Subscriptions which Build Credit on a Patient's Account
In order to set up a recurring charge of a patient's credit card which will build as a credit on their account, select the Credit option when creating a new subscription. Input the frequency and the amount to be charged to the credit card then click the Next button.
Note: A patient can have only one active subscription at a time.
If the subscription package is summarized correctly, click the Collect Payment button to activate.
If the patient's credit card is on hand and your practice has integrated merchant services, use the Start Terminal to swipe and collect credit card information and activate the recurring subscription charges.
Without integrated merchant services or the credit card on hand, click the Enter Credit Card Information button to input credit card details then click Pay to activate the recurring subscription charges.
When you click Enter Credit Card Information you will see the interface below. You will be able to capture the credit card details via online input fields.
Note: If the patient doesn't have a country selected in patient demographics, you won't be able to choose the state.
Note: The credit card details will not be retained as credit card on file.
The credit card will be charged on the day that the subscription is set up with the recurring payments scheduled based off the set up date.
The credit balance will be displayed in the patient history page as a recurring payment.
To learn how to apply credit when paying invoices, please see the following article:
The same goes for building credit in the patient's account. Go to "Subscription", which you can find under "Financials". Click at the blue button labeled + New Subscription. Select the patient and the appropriate location. Select "Credit"
Dashboard Notifications for Declined Credit Cards
To configure who gets notified when a subscription credit card gets declined, use the setting Subscription Payment Declined under User Accounts.
The system will try to charge the credit card 4 times at 24-hour intervals. After every failed attempt the patient will receive an email about a failed payment. After 4 failed attempts the status of the subscription will be changed to "interrupted" and a dashboard notification about the declined payment will appear.
Note: All users, regardless of who created a subscription, will receive Subscription Payment Declined notifications on their dashboards. The date shown in the notification column 'Date' reflects the last failed payment date.
Pausing a Subscription
Being able to pause the subscription allows you to temporarily stop the automated subscription charges without losing the patient's credit card details. When appropriate, you can resume the subscription charges as well.
A subscription can be paused if it has one of the following statuses:
- active;
- pending payment;
- interrupted.
To pause the subscription go to Financial -> Subscriptions.
Find the subscription you want to pause and click the arrow and select Pause.
The status will be changes to Paused.
In order to reactivate the subscription again, click the arrow again and select Resume.
The status will be changed back to Active again.
Note: If a subscription has been paused and then resumed, there will be no collections for the paused period.
The patient's credit card will be run for a recurring subscription payment on the day the subscription was resumed. The subsequent payments will occur based on the Resume date.
Video
Content Timelines per Minute:
00:00 - 00:28 - Introduction
00:29 - 00:41 - Subscriptions section
00:42 - 00:52 - Available subscription types
00:53 - 04:21 - Creating a new subscription for a course of treatment
04:22 - 04:50 - Scheduling an appointment for a prepaid procedure
04:51 - 05:23 - Creating an invoice for the appointment with a pre-paid procedure
05:24 - 07:04 - Creating a new subscription to build a credit
07:05 - 07:50 - Dashboard notification for declined credit cards