Audience: Billing, Revenue, and CSR Staff | Product: HC 5.0
What This Feature Does
When a patient has more than one bill, Select a Bill allows the patient — or a staff member assisting them — to choose exactly which bills are included in a payment plan, rather than automatically combining all bills onto one plan. As bills are added or removed from the selection, Flywire recalculates the monthly options and the pay-in-full amount in real time, so the amounts displayed always reflect the bills chosen.
This works the same whether the patient is using the self-service Patient Experience online or a CSR is assisting them in the Staff Experience.
Note: This option only appears when an account has more than one eligible bill. If a patient has a single bill, they will continue through the standard flow and will not see the bill selector.
Where It Appears
On the payment plan offer page — the page that presents a patient's plan options. When the feature is available for an account, a Build Your Payment Plan button will be visible.
How to Use It
- Open the payment plan offer page for an account with two or more eligible bills.
- Select Build Your Payment Plan. A list of the patient's bills appears.
- The list shows one row per bill with the following columns:
| Column | What It Shows |
|---|---|
| Guarantor | The name on the bill |
| Service Date | When the service occurred |
| Account Number | The patient account number |
| Amount | The remaining balance on that bill |
| Status | The bill's current status |
| View Bill | Opens the full bill details |
Bills eligible for a plan are pre-checked by default.
- Check or uncheck bills to adjust which are included. The select-all control at the top of the list can be used to select or deselect all bills at once.
- Each time the selection changes, the payment plan options and pay-in-full amount recalculate automatically. A brief loading indicator will appear during recalculation.
- Select a monthly plan option — or use Make a Payment (see below) — and proceed with activation as usual.
Paying Instead of Planning: Make a Payment
From the same page, the Make a Payment option allows the patient to pay the selected bills without setting up a plan. Options include:
- Pay in full — pay the full balance of the selected bills
- Pay any amount — enter a custom amount to apply toward the selected bills
Good to Know
- At least one bill must be selected. Plan options will not recalculate if no eligible bill is checked.
- Some combinations may not be eligible. If the selected bills add up to an amount that doesn't fit any available plan, Flywire displays the message: "The selected bills are not eligible for financing. Please adjust your selection." The patient or staff member can then adjust which bills are checked. If options briefly fail to load, the message "Unable to retrieve financing options at this time. Please try again." will appear; retrying typically resolves this.
- Unselected bills are not lost. Any bill not included in the selection remains on the account to be handled separately — paid outright or placed on a plan at a later time.
- The total always reflects the selection. The recalculated plan is based on the combined remaining balances of all checked bills.
- Navigating away resets the selection. If the patient goes back, combines plans, or completes activation, the working selection clears and the page reloads with the standard offer. This is expected behavior.
- Activation and payment processing are unchanged. Once a plan option is selected, the rest of the activation process works exactly as it does today.
Frequently Asked Questions
Why isn't the "Build Your Payment Plan" button appearing?
Either the feature hasn't been enabled for the organization, or the account has only one eligible bill. The selector only displays for accounts with two or more eligible bills.
Can a patient put some bills on a plan and pay others separately?
Yes. The patient selects the bills to include on the plan and leaves the rest unchecked. Unselected bills remain on the account.
Will the monthly amount change if a bill is added or removed?
Yes. The plan options and pay-in-full amount recalculate each time the selection changes.
Does this work when assisting a patient over the phone?
Yes. The same bill selection experience is available in the staff-assisted flow within the Staff Experience.
What if the selected bills can't be placed on a plan?
Flywire displays an on-screen message prompting the patient or staff member to adjust the selection. Bills can be checked or unchecked until an eligible plan option becomes available.
Is this available for financed plans?
Yes — bill selection is supported for integrated financing as well as standard provider offers. For financed plans, if a particular selection isn't available through financing, Flywire will automatically display standard plan options where applicable.
For more questions, click here for additional FAQs!
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