ePAY Customer Resource Portal

ePay offers you numerous Marketing Tools to tell your customers and the world that you offer online payments.  The following tools will help you spread the word.  To learn how to get the most out of ePAY, check out ePAY's Training Tips  and Frequently Asked Questions (FAQ's).  

 

 

 
Marketing Tools  (Click image to download)

Office Posters

Print your own posters to hang in the office using our downloadable Word templates.

Suggested Statement Language

Use the text in this word document to explain the availability of your new payment services to your customers on invoices, bills and statements.

Sample of Best Payment Practices

These document contain samples of promotional language and patient tools including a sample guide for talking to patients about payments at the beginning of their stay.

Customer Reminder Cards

Give patients business-card-sized reminders with your payment portal web address.  Just fill in this form and email to us, we’ll take care of the rest.

 

Press Release

Announce to your community the new steps you are taking to improve the patient experience.

Training Tips (Click image to download)

Enter & Save Payment Information

Use this guide to enter your customers into the ePAY system and a save a card on file for the customer’s continuous use.

ePLAN Payment Plans

Use this training guide to enroll a patient in a payment plan.

 

Office Payments - QuickPay

ePOS Office Payments, Refunds, Check Verifications

Password Unlock and Reset

Use this training document to unlock and reset passwords.

Use these training guides to manage administrative options such a collecting office payments, issuing refunds and verifying checks.

Refunds Quickpay

Refunds

Use these training guides to learn how to refund patients. 

Security

This guide describes all of the security features of ePAY products.

Reports Guide

Use this training guide to learn about the reports that are available and how to run them.

Swipe and Go Terminal

This guide describes the features, benefits and how to use the swipe and go virtual terminal.

Frequently Asked Questions

Set Up Questions

Q:  How do I set-up new users to access ePAY?

 

To set up new users to access your ePAY system, please contact ePAY Support at support@epayhealthcare.com. Please include the new user’s name and email address and we will send login instructions directly to the user.

Q:  How do I approve pending registrations? 

 

  • Click on Active Patients

  • Click on View Pending Records in blue.

  • Click on “SELECT” which is to the right of the patient record.

  • Click on the “RETRIEVE” button to the right of the account number field.

  • Verify that the account number is correct for this user.

  • Click on the “Approved?” box at the bottom of the page.

  • Click on SAVE

Q:  How do I enter a patient into a payment plan?

 

  • Click on ePLAN

  • Choose “Enroll a Patient into Quick Plan”

  • Pull up Patient Account by using the search fields

  • Click the arrow next to the correct patient in the list of results

  • Enter amount for Payment Plan Total

  • Enter amount for Desired Monthly Payment

  • Enter date plan should begin in Monthly Payment Date

  • Click on VIEW SCHEDULE

  • Click the box that the patient has agreed to the Terms & Conditions

  • Enter email ID of the patient

  • Enter method of payment (CC or Check)

  • Click ENROLL

 

Q:  How do I enroll a patient (not found in ePAY by using the search boxes) in a payment plan?

 

  • Click on ePLAN

  • Choose “Enroll a Patient into Quick Plan”

  • Click on Blue Button, “Enroll a New Patient”

  • Enter Last Name, First Name, Patient ID, and DOB

  • Enter amount for Payment Plan Total

  • Enter amount for Desired Monthly Payment

  • Enter date plan should begin in Monthly Payment Date

  • Click on VIEW SCHEDULE

  • Click the box that the patient has agreed to the Terms & Conditions

  • Enter email ID of the patient

  • Enter method of payment (CC or Check)

  • Click ENROLL

 

Managing Transactions

Q:  How do I enter a payment for a patient who is not in the ePAY system?

 

  • Click on Quick POS (left hand side of the ePAY homepage)

  • Enter first name, last name, patient account number, DOB (optional) in the fields at the top of the page

  • Enter amount

  • Choose method of payment (credit card or check)

  • Enter email ID to immediately email receipt to patient

  • Click Make Payment

  • Review the payment on next screen

  • Click Submit Payment

  • Click “View Printable Receipt” to print

  • Click “Email Another Receipt” to send to another email address

Q:  How do I void a transaction? 

 

  • Enter transaction (or receipt) number in the Quick Find box located on the top left corner of the ePAY homepage

  • Click on the transaction number that appears in blue

  • Click the “Void” button on the top of the page

  • Click “OK” when you are asked if you are sure you want to void the transaction

  • Note the “Voided” status in the top right which will display in red font

Q:  How do I find a transaction number? 

 

  • Click on Point of Service

  • Search for the patient account by entering name and/or account number in the search boxes

  • Click the arrow to pull up the detail of the patient account

  • Click on “View Recent Payments”

  • Locate the correct payment and note the Receipt Number in the furthest left column

Q:  How do I print a receipt?

 

OPTION 1:

 

  • Enter transaction (or receipt) number in the Quick Find box located on the top left corner of the ePAY homepage

  • Click on the transaction number that appears in blue

  • Click on REPRINT or EMAIL button

 

OPTION 2:

 

  • Click on Point of Service

  • Search for the patient account by entering name and/or account number in the search boxes

  • Click the arrow to pull up the detail of the patient account

  • Click on “View Recent Payments”

  • Select the transaction for which you would like to print or email a receipt by clicking “View”

  • Scroll down to the bottom and select “EMAIL ANOTHER RECEIPT” or “VIEW PRINTABLE RECEIPT”

Q:  How do I print a receipt when a patient pays using quick pay?

 

  • Click on the “Point of Service” tab at the top of the ePAY homepage

  • Enter “Web” in the First Name field

  • Click on the arrow next to the account “Web CashRegister 1”

  • Click on “View All Recent Payments”

  • Select the transaction for which you would like to print or email a receipt by clicking “View”

  • Scroll down to the bottom and select “EMAIL ANOTHER RECEIPT” or “VIEW PRINTABLE RECEIPT”

Q:  How do I process a refund?

 

  • Enter transaction (or receipt) number in the Quick Find box located on the top left corner of the ePAY homepage

  • Click on the transaction number that appears in blue

  • Click on “REFUND” button

  • Either click on “REFUND ALL” for a full refund or enter the amount you wish to refund for a partial refund

  • Click on PROCESS

Navigation and Report Questions

Q:  How do I customize a report? 

 

  • To customize a report in your ePAY system, please contact ePAY Support at support@epayhealthcare.com. 

Q:  What is the ‘Active Patients’ tab? 

 

  • The Active Patients portal in your ePAY system is a list of users who have registered on your website to view details on their accounts, enroll in payment plans, and make payments toward their balances.

Swiper Questions

Q:  What is a credit card swiper – why would I need it? 

 

  • The swiper connects to a computer through USB port; they are simple and very easy to use

  • They are inexpensive ($60 per card reader) and can be purchased for all points of service

  • Since they work through a computer, you would not have the additional expense of a telephone line

  • Our card readers will reduce your workload by processing all transactions in one system

  • By using our swipers, all of the reconciliation work is performed for you

  • Swipers offer increased security and eliminate manual entry of information

  • Less work, easier reporting, and better security!

 

Q:  How do I request a swiper? 

 

To order credit card swipers for your ePAY system, please contact ePAY Support at support@epayhealthcare.com.

 

Q:  How do I install a swiper?

Once you receive the credit card swipers, please contact ePAY Support so we can walk you through the very simple installation process. Or, you can follow the instructions below:

 

  • Open up Internet Explorer

  • Click on TOOLS (it might be an icon that looks like a little wheel)

  • Then Internet Options

  • Then the 2nd tab, SECURITY

  • Click the green check mark that says, “Trusted Sites”

  • Then the little box that says, “SITES”

  • Under “Add this website to the zone:” type in https://secure.epayhealthcare.com

  • Then click ADD

  • You will see the URL you just typed drop down into the Websites box

  • Then close

  • Open ePAY and try to swipe the card when the cursor is in the Credit Card field.

  • You will need to enter the last 4 digits of the card to verify.

  • If this doesn’t work, please try to log off/ log back into ePAY.

 

Login Password Trouble Shooting 

Q:  How do I help a patient log in? 

 

  • To help a patient with the registration process for your website, please verify the account number in your ePAY system for the patient and ensure the patient is entering the account number correctly during the registration process. Also, please verify the patient is entering his/her DOB correctly in this format: MMDDYYYY.

  • We are always happy to help. Please contact ePAY Support at any time for assistance. 

Q:  I can’t remember my password. How can I get a new one? OR I received an email that my password is going to expire. What do I do?

 

  • From the ePAY login page, click on “Need a New Password?”

  • Enter your Operator ID or your email address

  • Answer your “Secret Question” that you set up when you first signed into ePAY

  • A temporary password will be emailed to you

  • If this process does not work, you may be locked out or your email may not be correct in our system. Please contact us at support@epayhealthcare.com or call 1-888-640-7815 for assistance.

Q:  I can’t log into ePAY because the Client Code box is blank and I am not able to enter anything in that field.

 

  • The bookmark you were using to access ePAY is no longer working properly.

  • We can provide a new link for you to access ePAY

  • Please contact us at support@epayhealthcare.com or 888-640-7815

  • Once you return to the ePAY login page, please click on “Bookmark This Page” and remove the bookmark that is no longer working correctly.

 

How do I change a patient’s password or unlock a patient’s account?  

 

  • Click on ACTIVE PATIENTS which is at the top left of your ePAY homepage

  • Pull up the patient whose account needs to be unlocked

  • Click the “SELECT” button when you locate the correct patient

  • Check to see if the account is locked

  • Toward the bottom, if the “Failed Login Count” is 5 or above, the account will be locked

  • Click on the “Unlock Account” button

  • Enter a new temporary password for the patient in the “Password” field

  • The password should be at least 8 characters long and include 2 non-letters (such as numbers or symbols).

  • Click on “SAVE” at the bottom

  • Share the temporary password with the patient