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Automated Balance Reminder (Insurance)

  1. Billing
  2. Automated Balance Reminder (Insurance)

    3. 7 min read
    Practice Plan Thrive Plan Legacy Plans

Automated Balance Reminder (Insurance)

If your clinic uses Jane Payments along with insurance features, we’ve got good news! Jane can help automate Pay Balance notifications to make it easy for patients to settle what they owe after their insurance claims have been processed. Setting this up means Jane takes care of sending Pay Balance emails for you, so reminders go out and payments come in, all without you needing to keep track manually.

When this feature is turned on, Jane will automatically send a friendly Pay Balance notification if a patient has a balance owing the morning after all claims linked to an appointment are marked as approved or complete — giving patients a gentle nudge to take care of their balance.

In this guide:

Turning on Automated Balance Notifications

To enable this feature, head to Settings and select Reminders & Notifications on the left-hand side of the screen.

Scroll down to Billing Notifications. Here, you can choose to automatically send balance notifications by email, text, or both. Once you’ve made your selections, click Update Notification Settings.

Turning off Automated Balance Notifications for Specific Patients

When you enable Automated Balance Notifications, they will be sent to any patients with balances owing after their insurance claim has been settled. If there are any patients that you’d like to exclude from receiving these notifications, you can opt them out from their patient profile.

To do so, head to the Edit/Settings tab of their patient profile.

Scroll down to Notifications and, under Automated Balance Notifications, deselect the email and text notifications. Don’t forget to click the checkmark in the top right corner to save.

Reviewing the Automated Email Notification

If you’re curious about what the Automated Balance Notification looks like, you can take a look by heading to Settings and selecting Emails on the left-hand side of the screen.

From the Preview Email drop-down, select Automated Pay Balance Reminder.

This will bring up a preview of the email sent to your patients. This email includes a link that allows them to pay their balances online. For more information on what that looks like, check out our Paying Balances Online guide.

Editing the Automated Email Notification

Want to add a personal touch? You can update the content of the pay balance email notification by heading to Settings > Language and selecting Pay Balance Email Message.

Here, you can edit your message and save your changes. For more details on editing emails in Jane, check out our guide on Customizing Language.

Heads up — any changes you make here will apply to both the automated and manual pay balance emails.

One thing to note: in the automated email, the first line (“An insurance claim on your account has been processed.”) is hard-coded and can’t be edited — but feel free to edit the rest!

Automated Text Notifications

For now, automated text notifications follow a set template and can’t be edited in Jane. Here’s what they’ll look like:

How to See the Automated Notifications Log

If you need to check if and when an Automated Balance Notification was sent or delivered to a patient, head into the Patient’s Profile and click on the Communications tab.

Look for messages labeled Automated Pay Balance to see what’s been sent.

Curious about what the message status means? Check out our Communications Log guide for more details.

FAQ

When will an Automated Balance Reminder be sent out?

We know that this is a bit of a checklist—but here are the criteria that need to be met for an Automated Balance reminder to be sent out:

  • The patient needs to be opted-in to receive SMS and/or email notifications.
  • The patient’s appointment must have an insurance policy attached to it.
  • The claim must be marked as approved, and there must be an outstanding patient balance. If an insurer pays $0, the claim should still be approved, ensuring the patient’s responsibility is recorded correctly. This applies whether claims are submitted manually or through an integration.
  • The patient must have an outstanding balance.
  • Finally, if the patient has already received a pay balance notification on the same day, Jane won’t send another one.

Will my clinic receive a confirmation when a patient has paid their balance?

Jane won’t send an email letting you know when a balance has been paid—but we recommend you take a look at your A/R report to see what’s outstanding.

If I settle multiple claims for a patient on the same day, will they get multiple reminders?

Nope! If multiple claims are settled within a day, Jane will only send one Automated Balance Reminder.

How long do I have to update claims for the Automated Balance Reminder to be sent the next morning?

You have until the end of the day to update your claims so they can be included in the next morning’s reminder. If multiple claims for the same patient are settled on the same day, Jane will only send one Automated Balance Reminder the following morning, so patients won’t receive multiple reminders for separate claims updated on the same day.

Will Jane send follow-up reminders if the balance isn’t paid?

Jane won’t send automatic follow-ups, but you can still manually send a pay balance reminder if needed.

Can I use the automated balance reminder feature for cash-based practices??

Not yet, but we know many of you are looking for this! To get a better sense of the interest and how this would be helpful for non-insurance balances, we have a feature request open where you can share your feedback. You can check it out here: Automated Balance Reminder for cash practices that do not accept insurance.

If you have any questions or suggestions on how we can make this feature more helpful, reach out to our team at [email protected]. We’d love to chat!
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