Audience: Billing, Revenue, Customer Service Representatives (CSRs), and Collections — anyone supporting patients through the Staff Experience
What this guide covers
- What Integrated Financing is and how it differs from a standard payment plan
- What the patient sees and does when they're offered financing
- How to recognize a financed plan when you're helping a patient
- What you can and can't do as staff on a financed plan
- Where financing shows up in reporting
What Integrated Financing is
Integrated Financing is Flywire's server-to-server integration with PayZen, a third-party healthcare lender. When a patient's balance qualifies, they can be offered an installment loan that PayZen underwrites, funds, and services — instead of, or alongside, a standard provider-funded payment plan.
The key difference from a regular payment plan: with Integrated Financing, PayZen is the lender. The institution gets paid by PayZen up front (subject to the institution's agreement with PayZen), and PayZen collects the installments from the patient going forward. This is why financed plans have their own record-keeping in Flywire and their own limits on what staff can change directly — the loan itself lives with PayZen, not with the provider.
Why it's beneficial
- For patients: they can spread a larger balance into affordable monthly payments even if they wouldn't qualify for (or want) a standard plan, without missing payments or juggling a card manually — PayZen handles the ongoing billing.
- For the institution: the balance is funded by PayZen up front rather than collected over months or years by the provider, which improves cash flow and shifts collection risk to PayZen.
- For you as staff: once a plan is financed, day-to-day payment collection is off your plate — PayZen bills and collects the installments. Your role shifts to helping the patient get into the right plan and handling the specific staff-side actions covered below.
What the patient experiences
- Reviewing offers. On the payment plan offer screen, a PayZen-financed option appears as a plan card alongside any standard plan options — it's not called out as "financing" on the card itself. It just shows a monthly amount.
- Accepting an offer. The patient clicks Build My Plan (or Update My Plan if changing an existing selection) to move forward with the PayZen-financed option.
- Managing the plan afterward. From My Payment Plans, a financed plan shows a "View financed payment plan details" link, opening a "Financed Payment Plan Details" panel with the account number, date of service, original bill balance at activation, any non-patient adjustments since, patient payments made so far, and the bill's remaining balance.
If PayZen can't process something, the patient may see messaging like "We're unable to process this request right now. Please contact PayZen at 888-849-7647 for assistance with your payment plan." That number is PayZen's own support line, not yours — you can point patients to it directly when they hit that message.
What you can do as staff
Because PayZen owns the loan, staff actions on a financed plan are more limited than on a standard plan:
- You can view the financed plan's transaction history from the account, the same way you'd check any other plan — see Viewing Transaction Details.
- You can cancel a financed plan if your role has the plan-cancellation permission for financed plans.
- You can remove a bill from a financed plan, if your institution has enabled that CSR workflow — not every institution does.
- You cannot unpause a frozen/financed plan yourself. If a financed plan is frozen, unpausing it requires PayZen-side action, not a staff toggle.
- Term changes are limited. Because PayZen services the loan, changes to the financing terms themselves (rate, duration, monthly amount) generally have to go through PayZen, not through the standard Forgiving a Missed Installment or plan-edit flows you'd use on a provider-funded plan.
If a patient asks you to change something about their loan terms that isn't in the list above, that's a sign it needs to go to PayZen rather than being handled in Flywire.
Recognizing a financed plan
- On the account's My Payment Plans view, look for the "View financed payment plan details" link — standard plans don't have this.
- In reports, look for a Financed or "Financed?" column, or run the dedicated Financed Payment Plan Inventory Report if your institution has it — see Payment Plan Inventory Report for the general filtering pattern (financed plans show up there too via the Financed filter).
- If your institution reports on financing specifically, a Skipped Back Book (Financing) Plans Report may also be available — it flags plans that were expected to move into PayZen financing but didn't.
Tips & tricks
- Don't promise a patient a financing offer. Eligibility depends on the institution's configured balance range and minimum duration, and on PayZen's own decision (approved, declined, or conditional) — you're not the one making that call.
- If a patient's offer screen shows "not eligible for financing," that's PayZen's decision, not a system error. Point them to whatever standard payment plan options are available instead.
- Estimated bills generally aren't eligible for PayZen financing. If a guarantor is already on a PayZen-financed plan and you're trying to add an estimate, expect it to be blocked — this is expected behavior, not a bug.
- Know your institution's actual PayZen support line before you need it — the number shown to patients in-app is the fastest way to get a PayZen-specific issue to the right place.
- If your institution doesn't show any of this, they likely aren't using Integrated Financing