Frequently asked questions about NexHealth Payments registration
Find answers to common questions about registering for Payments
What is changing about NexHealth Payments?
- In November 2023, we’re upgrading to a new payment processing partner so we can provide a more secure and modern experience for patients and practices.
- There will be no impact on your payment costs with this change.
Why is this happening?
- This upgrade will allow us to build new features for advanced fraud protection, higher payments acceptance, automated reporting, self-service refunds, dispute management, and alternative payment methods.
- We’re also working on payment ledger integrations that will help you automate reconciliation, payment requests and reminders, and reporting on production and campaign ROI.
What do I need to do?
- As part of this change, your practice needs to register your account by November 15. This is required by our payment processor in accordance with federal banking regulations.
What information do I need to provide when I register?
We pre-fill your information in the registration flow wherever possible. Please be prepared to provide the following information that we may be unable to pre-fill:
- The legal name of your business and your Employer Identification Number (EIN), as recorded in your Letter 147C or SS-4 Confirmation Letter
- The legal name, date of birth, home address, and last 4 digits of the Social Security Number that belong to someone who has significant control and management of your business (e.g. an office manager, practice owner, or executive). This person will serve as the representative for your account.
- The legal names and email addresses of anyone who owns 25% or more of your business
- The routing and account number of your business’s bank account
How do I complete the registration process?
- Visit our Help Center for a step-by-step guide to completing the registration process.
How long will it take for my registration to be approved?
- Registrations are typically approved within 7-10 business days. If you’re an existing Payments user, you can continue to use Payments while your registration is processed.
- If you’re signing up for Payments for the first time, you will be able to start using Payments in November.
My practice has multiple locations. Does each location have to complete the registration process?
- If you are a multi-location practice that currently sends payouts to multiple bank accounts, each location will have to complete the registration process.
When is the registration deadline?
- November 15 is the deadline to register your account without an interruption to service.
- December 1 is the deadline for requesting help with any refunds or reporting related to payments requested or received prior to your registration date.
What happens if I don’t register for NexHealth Payments by the deadline?
If you haven’t registered for NexHealth Payments by November 15, your payments will stop processing and you will lose access to NexHealth Payments functionality until you re-register.
- Any patient payments made on or after November 15 will fail.
- Patients will not be able to complete outstanding payment requests.
- You will not be able to require cards to hold online bookings.
- You will not be able to charge cards on file.
What happens if I need help with processing a refund or running a report on payments?
- You will still be able to contact our support team for help with processing refunds or running payment reports.
- December 1 is the deadline for requesting help with any refunds or reporting related to payments requested or received prior to your registration date.
- Starting December 1, we will be unable to process refunds or reports related to payments requested or received prior to your registration date.
Will I still be able to charge the cards that patients have saved with my practice?
- Any cards saved with your practice will not be supported after you migrate to our new payment processing partner. You will need to collect card information from patients and save it on file again to charge them in the future.
Will there be any pricing changes once I register?
- No, your subscription costs will remain the same and processing costs will remain 2.9% + $0.30 of each transaction.
What are some of the ways I can use NexHealth Payments?
There are several ways to use NexHealth Payments:
- Send a payment request to a single patient
- Send a batch payment request to multiple patients at once
- Let patients pay on your website
- Require credit cards to hold appointments
If you want to send a payment request to a single patient:
- Select Payments in the sidebar.
- Select Request a Payment in the sub navigation bar.
- Input the patient and payment information and click Send request.
- When a patient completes a payment, you will see it in the Payment History tab under Payments and you’ll get notified within the Patient Activity feed.
If you want to send a batch payment request to multiple patients:
- Select Payments in the sidebar.
- Select Request a Payment in the sub navigation bar.
- Click Create batch request.
- Upload a CSV file of guarantors who should receive the payment request.
- Review any errors and click Send.
If you want to let patients pay on your website:
- Select Payments in the sidebar.
- Select Online Widget in the sub navigation bar.
- Click Embed Widget.
- Click Copy Code to copy the URL of the payment widget.
- Hyperlink to the payment widget URL from any text or object on your website (e.g., a “Pay Online” button).
If you want to require patients to enter a credit card to hold an appointment:
- Select the four-box icon in the top navigation.
- Select Setup.
- Select Online Booking Form in the sub navigation bar.
- Click the Customize Form button.
- Click the Add Field button and select Payments from the dropdown.
- Toggle on or off the following options:
- Hide credit card entry for existing patients
- Require credit card entry for booking
- Enable credit card entry for all locations
6. Click Save.
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