Audience: Billing, Revenue, and Customer Service Representatives (CSRs) — anyone using the Staff Experience
What this guide covers
This is the everyday version of taking a payment: the patient (or their account) is already pulled up, and you're posting a payment against it. If instead you're starting without an account pulled up — a phone call where you only have an account number, or a payment that isn't tied to any existing account — use Taking a Payment via Virtual Terminal instead; that guide covers the same underlying screens in more depth, plus the account-lookup step this one skips.
The workflow
1. Find the account. See Finding a Patient's Account if you need it.
2. On the My Bills page, look for Total Balance and the Make A Payment button.
If you don't see a Make A Payment button: it only appears when a payment is currently possible for the account and you have the Payment permission. If either isn't true, the button simply won't be there — it's not hidden or greyed out, so don't go looking for it elsewhere on the page.
3. Click Make A Payment. You'll land on "Which bills would you like to pay?" Check the box next to each bill you want to include, and adjust the Payment Amount for each if you're not collecting the full balance. If you need to schedule the charge for a future date or apply a staff-negotiated discount, those options are on this same screen (see Taking a Payment via Virtual Terminal, Step 2 for the full field-by-field breakdown). Click Continue.
4. Choose a payment method. Header: "How would you like to pay?" Pick from whatever your permissions and the institution allow — credit card, ACH/eCheck, cash, paper check, or an EMV device. Click Next: Confirmation.
5. Review and submit. Header: "Review Payment Confirmation." Double-check the amount and payment method shown, then click Submit Payment.
6. Confirm it went through. You'll land on the transaction's own Transaction Details page — look for "Payment Successful" (or "Scheduled Payment" if you set a future date in step 3). From here you can email or print a receipt.
Tips & tricks
- The Payment Amount field defaults to the full balance for each bill you check — that's intentional, but it's easy to leave a stale amount in there if you're moving between bills quickly. Glance at it before you submit.
- Trying to collect more than a bill's balance will prompt a confirmation ("Are you sure you want to overpay for this bill?") — this exists to catch typos before they become a real overpayment that has to be refunded later.
- You can pay multiple bills in one transaction. If a patient has several open bills, check all of them on the bill-selection screen rather than taking separate payments one at a time.
- Made a mistake right after submitting? See Issuing a Refund — whether you can void it outright or need to issue a refund depends on whether the transaction has settled yet, not on your preference.
This guide covers the standard payment flow for an account you already have pulled up. For payments where you're starting from just an account number or a one-off/no-account payment, see Taking a Payment via Virtual Terminal.