What does it mean to pause/freeze a payment plan in Flywire?
This means that all billing and payment activity is frozen while the provider is in the process of evaluating one or more of the accounts on the payment plan. This includes review for financial assistance, charge disputes and all other scenarios which require a billing hold.
Please Note: Pausing a plan is temporary and reversible, and only active plans can be paused.
Why is this valuable?
Pausing a payment plan helps to keep the provider in compliance with 501R requirements for financial assistance. Additionally, it provides staff with time needed to address account concerns.
What happens when a plan is paused/frozen?
While a plan is paused in Flywire, this means:
- Payment options are not available to the patient.
- Future payments are not due and autopay is suspended.
- Statements are not sent out.
- Flywire has banners indicating the plan is paused (aka “frozen”), visible to both staff and the patient.
- Patients receive an email notification that their plan has been paused.
How to pause/freeze a plan
Here is how to pause a payment plan in the Staff Experience in Flywire:
1. On the Patient account, click Payment Plan Actions.
2. Click Pause Payment Plan.
4. The “Pause Payment Plan” window appears. The user then must select a reason for why the plan is being paused.
- If the plan requires a pause because a financial assistance application has been requested by the patient, select “Requested: Financial Assistance Application”.
- If the plan requires a pause because a financial assistance application has been received, select “Under Review: Financial Assistance Application”.
- Select “Other” for any other reason a pause is required.
5. Then, click the Pause Payment Plan button.
What does it look like when a plan is paused/frozen?
Staff member users can see that a plan is paused on the patient account: