Jane University: Front Desk Staff Training
Pro Tip: We recommend heading over to Jane’s Demo Clinic to practice as you learn! Contact us to request access.
Chapter 3: Accepting Payments
After making it through Chapter 2, you’re now an appointment booking pro! The next thing that we’ll want to learn is how to receive payments from your patients and record them in Jane. Jane’s billing is actually integrated into the main schedule. The “Pay” button lets you invoice or receive payments, and adding products or additional billing items happens right from the appointment screen.
First up, here’s a quick video showing how easy taking a payment really is.
Basics of Receiving a Patient Payment:
QUICK ACTIVITY: At the Jane Demo Clinic, find a new appointment on the schedule. Use the “Arrive” button to mark the patient as arrived. Next, click “Pay” to start the checkout process and record a payment by Cash. Finish the payment by emailing the receipt!
Pro Tip: Sometimes you need to change the Payment Method recorded on a payment. Shoot - that was a Mastercard not a Visa!
No problem. Click here to learn how :)
Accepting Payments with Jane Payments:
If your clinic is working with Jane Payments, you’ll be able to store customer cards on file and process transactions directly inside of Jane!
Watch how to save a patient card on file, how to send e-invoices to customers for outstanding balances, and how to set up online booking pre-payments:
Important Note: When you manually enter a credit card onto a patient profile, Jane does require the billing address, as well. Jane uses a North American wide system called AVS, or the Address Verification System, as a layer of security. If everything is correct, Jane is able to save a card on file and process a transaction!
How to Partially Pay a Patient Invoice:
Sandy Beach is checking out at the Jane Demo Clinic. She has an outstanding balance of $75 for her appointment, but is only able to make a payment of $50 today. She plans to pay the remaining $25 balance at her next appointment.
Partially paying an invoice allows you to receive payment for only a portion of the patient invoice, leaving a balance for the patient to pay at a later date. At the check-out screen, the first page you see is a list of invoices to be paid by the patient. From here you can edit the amount you’re wanting to collect on that invoice.
In the video below, watch how we can collect a partial payment from Sandy:
Pro Tip: You can ask clients to pay their account balance using the Pay Balance email.
You will get an opportunity to add some custom messaging to the email to explain what you’re sending over:
When the patient opens the email, Jane gives them the opportunity to pay using a credit card. Handy!
Invoice Adjustments & Discounts:
Let’s say you want to create or track special discounts or you treat clients on a sliding scale and you want Jane to remember their discount. Here’s how you would make those adjustments.
In this video, we create a 10% discount for any students who visit the Demo Clinic:
QUICK ACTIVITY: Back at the Jane Demo Clinic, patient Elizabeth Bélanger qualifies for the Friends & Family discount. Add this default adjustment to Elizabeth’s profile so it is automatically applied on future invoices.
Understanding Patient Credits & Owings:
Patient accounts will sometimes show a Credit or Owing balance and you might not be sure why they have this balance on their account.
Watch the video below for some tips on investigating:
How to Refund a Patient Payment:
Patient refunds happen inside the payments area of a patient profile. The first step is to unlink the payment from invoice using the broken chain link icon. Once unlinked, the “Refund” button will magically appear at the top-left of the payment screen, allowing you to refund the credit to the patient.
Watch this video for an example of how this works:
Refunding a Product/Inventory Item:
When refunding an inventory or product purchase, there’s a two step work flow.
In this example Taylor Swift wants to return a yoga mat. First, Taylor will need to return the yoga mat to your clinic inventory. Once you have marked the product as refunded, you can refund the money back to Taylor.
Watch this process in action in the video below:
Pro Tip: If the product was invoiced erroneously and no payment has been applied, select the Delete Purchase option to remove it from the patient’s account without creating a refund activity line.
You are on fire! Let’s move on to Chapter 4.