An Overview of the Payment Plan Control Center – CareStack: User Resource Center

The Payment Plan Control Center within CareStack offers a comprehensive view of all Payment Plans (Ortho, General, and Membership) within your office. It allows you to efficiently navigate and oversee different aspects of patient payment plans.

Access Payment Plan Control Center

Explore this video for a thorough walkthrough.

Let's explore what we can accomplish with the Payment Plan Control Center.

Navigate to the System Menu > select Patient Payments.
Hover over the alert icon adjacent to Patient Payments.
You will see a notification with a count for:
- ACH Failed Payment Plans
- Failed Payment Schedules
- Overdue Payment Schedules.

Select the Payment Plan Control Center tab.
Two tabs will appear: Active Payment Plans and Completed/Terminated.
To view active payment plans, click on the Active Payment Plans tab.

To view completed or terminated plans, select the Completed/Terminated tab.
The dashboard for this tab displays the following KPIs:
- Total Contracted Amount,
- Amount Collected, &
- Terminated & Exempted.
To view only completed payment plans, select the Hide Terminated Plans checkbox.

Manage ACH Failed Payment Plans

Watch this video for a step-by-step explanation.

To view the ACH Failed Payment Plans:

Filter the payment plans by Failed from the Status column on the right.

Note: Click on the desired line item(s) to view the associated payment plans.

To take action on Failed Payment Plans,

Click Take Action under the Amount Overdue/Failed KPI from the dashboard.

Select Failed from the Status filter.
Click Apply.

Note: These failed payment plans either had a card or check on file.

You have the option to select Retry Payment to attempt processing the payment again.
As you attempt to retry, the toast notification on top will convey if the Payment Failed or was Successful.

Manage Overdue Payment Schedules

Let's explore how to take action on Overdue Payment Schedules.

Navigate to the Amount Overdue/Failed section at the top.
Click Take Action.

Select Overdue from the Status filter.
Click Apply.

Note: Overdue payments are related to payment plans that do not have a card or check attached (i.e., auto debit is not enabled).

Select Pay Now to generate a receipt for a confirmed patient payment.
To view the associated payment plan, click on the desired line item or the three dots on the right to View Details.

Payment Plan Action Buttons

Watch this video for a complete understanding.

On the Payment Plan that opens up, you will see the following options:

Pay Now for Overdue or Next Pending Schedule.
Ability to Edit the Amount.
You can Skip a payment, which will increase the future installment amount.
Note: While editing or skipping a payment, you can Apply the Difference Amount To the Next Upcoming Installment or across All remaining Installments equally.
Skip & Add lets you skip the current installment and add one towards the end of the payment plan.

Additional options at the very bottom include:

Ability to Terminate/Complete/Pause or Resume.
Launch a New Payment Plan Agreement.
Edit Payment Details.
Edit Payment Plan.

Note: Selecting 'Edit Payment Details' and changing the Payment Type lets you enable Auto-Debit, choose a Payment Service like CS Pay, and update card or check details to activate it.

The same option to Pause a Payment Plan is available on the list of Active Payment Plans.
Simply click Pause on the right.

A Warning modal will appear,
- Click Proceed to continue.

A toast notification will appear stating, 'Plan Paused Successfully'.

You can click Resume to continue the plan that was paused.

Within Failed Payment Schedules, a patient may be listed multiple times if they have more than one payment plan or if a single payment plan contains multiple failed schedules.
You can access a similar list by selecting the Show Active Plans with Failed/Overdue Transactions Only. In this section, each patient's name and payment plan are listed only once, even if they have multiple failed payments.

Note: The Total Failed/Overdue Amount indicates the sum of failed/overdue payments from active payment plans, corresponding to the total number of transactions listed directly below.

Payment Control Center KPIs

Watch this video for a concise summary.

Let's explore the KPIs displayed on the dashboard.

For Active Payment Plans

The Total Contracted Amount comprises the total payable from the past, present, and future.
Amount Collected signifies payments received from the beginning until the present.
Amount Overdue/Failed covers active plans, including both Failed and Overdue.
Future Scheduled Amount Active Plans that still have payments scheduled to be made at a later date.
Exempted: Shows the exempted payments from the active payment plans.

For Completed/Terminated Plans

Total Contracted Amount: The sum of Amount Collected, Amount Overdue / Failed, Future Scheduled Amount, and Terminated & Exempted.
Amount Collected: The total amount collected.
Terminated & Exempted covers payments that were terminated plus those exempted from future schedules.

Note: When you opt to Exempt or Terminate a payment, the amount in the Terminated & Exempted category increases by the exact amount that was exempted/terminated and decreases the corresponding dollar amount in the Future Scheduled Amount and Amount Overdue/Failed categories.

You can utilize filters such as Patient Name, Plan Name, Location, Plan Type, Contracted Amount, Amt. Paid, Auto Debit, and Status to narrow down your search.
- Utilize the custom date filter for the Next Payment Date column, as needed.
You can sort the data by Patient Name, Plan Name, and Plan Type alphabetically; by Contracted Amount, Amount Paid, Amount Due/Failed, and Next Payment Amount numerically; or by Next Payment Date from newest to oldest or vice versa.

Choose 'Show Active Plans with Signature Pending' to see them. For example, 'S' indicates Signature Pending, while 'O' stands for Overdue.

Also, 'F' stands for Failed Payments, and 'E' for any Exemption within the plan.

To export the payment list,

Click Download on the right to export. If any filters are applied, only the filtered data will be exported.

Practices can use this simple guide to obtain a quick overview of the Payment Control Center in CareStack.

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