Take a payment: Next installment or pay in full (Payment Plans)

Before Taking the Payment

1. Open the patient/guarantor account in Flywire.
2. Confirm you are on the correct account by verifying the guarantor name and account number with the patient.
3. Review the active payment plan section.
4. Confirm with the patient which payment they want to make:
   • Pay Next Installment: pays the next amount due on the existing payment plan.
   • Pay Full Balance: pays off the remaining balance shown for the account/plan.

Suggested CSR wording:

“I see your next installment is available to pay. Would you like to pay only the next installment today, or would you like to pay the full remaining balance?”

Option 1: Pay Next Installment

1. In the payment plan section, select Pay Next Installment.

2. Review the payment amount with the patient.

3. Continue to the payment method screen.

4. Select or enter the payment method the patient wants to use.

5. Select Next: Confirmation.

6. On the confirmation screen, review the payment details with the patient:

• Payment amount
• Payment method
• Date/payment timing
• Any service fee, if shown

7. Ask the patient to confirm they authorize the payment.

8. Select Submit Payment.

9. Review the receipt or transaction result.

10. Offer to send or provide the receipt according to your organization’s process.

Option 2: Pay Full Balance

1. In the payment plan section, select Pay Full Balance.

2. Review the full payoff amount with the patient.

3. Confirm that the patient understands this will pay the remaining balance rather than only the next installment.

“This option is for the full remaining balance, not just the next installment. Do I have your authorization to process this full payment today?”

4. Continue to the payment method screen.

5. Select or enter the payment method.

6. Select Next: Confirmation.

7. On the confirmation screen, review the payment details with the patient:

• Full payment amount
• Payment method
• Any service fee, if shown

8. Ask the patient to authorize the payment.

9. Select Submit Payment.

10. Review the receipt or transaction result.

After Submission

1. Confirm whether the payment was successful, failed, or scheduled.
2. If successful, provide the confirmation/receipt details.
3. If failed, explain that the payment did not process and follow your organization’s retry or alternate payment method process.
4. If the payment affects a payment plan, let the patient know the account or plan may take a short time to update after processing.