Overview

Our integrations with Propelr and Bluefin allows for processing ACH payments (directly debiting from patient's checking accounts). This is typically much more affordable than a card transaction, and unlike credit or debit cards, the payment method won't expire.


** Important note about ACH transactions: When Cerbo submits an ACH processing request, the "request" is approved or rejected in real time, but the actual funds-transfer does not occur for some time (up to 2 weeks in some cases). At any point in that window, the customer's bank could decide not to honor it (fraud flags, insufficient funds, etc) and because this is happening "behind the scenes" Cerbo is not able to see these post-acceptance these rejections. It's important that you check your Cardpointe or PayConex account at least once a month to see if you've received any notification about rejected ACH transactions. If you have Bluefin, we have a tool you can use for this (see below). 


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Details

Sign up with Propelr

Let your Propelr representative know you would like ACH processing when you sign up or contact them to get signed up. Once you know you are signed up, let us know at support@cer.bo and we will enable this on your account.


Request from Bluefin

If you plan on processing ACH the first thing you'll need to do is to contact Bluefin and ensure that your account is set up to handle ACH processing. Once you've confirmed that you are, just let us know (email us at support@cer.bo) and we'll enable this on your account.


A few things to be aware of that are unique for ACH transactions with Bluefin:

  • ACH subscriptions do run automatically 
  • ACH payment details cannot currently be added directly in the Add Payment window. Instead, you'd add them under Patient Information > Billing tab (or the patient would add that info on the patient portal). And then it would be available among the saved payment methods in the Add Payment window. 
  • ACH transactions are asynchronous, meaning that we can confirm that the request was submitted in real time, but the actual transaction does not occur for several days, potentially. In that time, the transaction can be rejected without any notice coming back to Cerbo. If you use Bluefin, we have a tool that you can run periodically by saving the following link and clicking on it to run it, which will void any rejected ACH transactions (and show you information about those so that you can re-collect payment as needed). 
  • The tool is accessed/ run by visiting this link. Visiting the link will void any rejected transactions. You will need to remove 'EXAMPLE' and replace it with your own EMR name from the URL:
    https://EXAMPLE.md-hq.com/admin/tools/charges/bluefin_reconsile_ach_transactions.php
    If the screen shown as a result is blank, there were no rejected ACH transactions to remove.
  • If you use Propelr, you will have to check in your Propelr/cardpointe account to check for rejected transactions. You will then want to add an adjustment to the patient's accounts in Cerbo to account for their rejected transactions (tool coming soon!)



Add to patient's Billing Info

Once set up, you'll have the option of adding a bank account as a payment method for a patient. To add a new account just click on the pencil icon in the top right of the patient's basic Information block, and then select the Billing Info tab and the click the "Add new payment method+" button in the top right:



The resulting pop-up will prompt you to add a credit card, but as long as ACH is enabled on your account you'll see a link in the bottom right to add an ACH account instead. See images below for example.


Just add the information from the patient's check, for instance, and click "Save ACH Account" to add it as an option for payment.


Patients will also have the option to add their ACH information through the portal under the "Invoices and Payment" tab.


Taking an ACH payment

The ACH option will appear alongside credit card options as a payment method when you're checking a patient out, and you'll be able to select it as a preferred payment option for subscriptions or other scheduled payments.


Refunding ACH Payments


You may refund a ACH payment only before it has settled. To refund an ACH payment, right click on it and select "Void or Refund to card". For Bluefin users, you will then have the option to select a full or partial refund.  For Propelr users, you can only process a full refund. If the payment has already been settled - you will receive an error. In that situation you will need to issue the patient a check to refund, and add an adjustment charge to the patient's billing block in the amount of the refunded payment. Apply the payment to the adjustment in order to 0 out the payment.