Member Payment Requests allow organizations to securely collect co-payments and other member-responsibility amounts via Stripe. This system streamlines revenue collection by providing both manual and automated workflows, ensuring all payments are tied directly to insurance claims for accurate accounting.

Step 1 – Connect a payout account

1. Navigate to the Organization page in the main menu.
2. Select Manage Plan and click the Create Payout Account button.
3. Follow the prompts to link an existing Stripe account or create a new one.
   • Note: Funds collected from members are transferred to this Stripe account before being deposited into your bank account.

Step 2 – Configure payment settings

1. Go to Organization > Claims and scroll to the Payments section.
2. Enable the following based on your preferred workflow:
   • Enable member payments: Activates the feature for the organization.
   • Automatically generate payment requests from ERA: When enabled, the system reads Electronic Remittance Advice (ERA) data and automatically generates an invoice if the payer indicates the member owes a balance (e.g., a $20 co-pay).
3. Click Save.

Step 3 – Initiate a payment request

1. Manual requests can be started from two locations:
   • Member Profile: Scroll to the Member Payments section and click Request Payment.
   • Claim Details: On the Claims page, open a specific claim and click Request Payment.
2. In the request window:
   • Select the associated Claim.
   • Enter an Internal ID (such as an invoice number or date of service) for internal tracking.
   • Enter the Amount and an optional Description.
3. Click Submit. The request remains in Draft status until it is processed and sent in a batch overnight.

Step 4 – Monitor payment status

1. Member Outreach: Members receive a Stripe invoice via email or text (if the call center is enabled) containing a "Pay this Invoice" button.
   • Note: Ensure the member has an email address on their profile to receive the digital invoice.
2. Payment Processing: Once the member pays via credit card or bank account, the request status automatically updates to Paid.
3. Records: View the updated status in the Member Payments table on the profile or within the Claim Details.

Managing cancellations and refunds

1. To cancel a request, locate it in the Member Payments table and select Cancel.
2. Automatic Refunds: If a payment has already been collected, canceling the request or deleting the paid invoice record will trigger an automatic refund via Stripe.
3. Detailed refund and transaction management can be performed directly through your connected Stripe Express dashboard.

Member Experience

• Please make sure your member has an email address on their member profile to receive the invoice you send.  
• Email invoices are not sent immediately but are sent in a batch overnight
• Invoices are sent from Stripe but will appear as coming from your organization. 
• The email invoice will include your business name, the amount due, the description you've entered, the due date and a button that says “Pay this Invoice”
• When a member clicks Pay this Invoice" they have an option to pay with a credit card or bank account number, with an option to save their payment info for future payments.
  

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