Client Billing Management

This article explains how to view, understand, and pay bills and invoices, check statements, and add or remove payment methods and insurance policies in the client portal.

• Paying Invoices in the Client Portal
• Viewing and Managing Bills in the Client Portal
• Open PDF Invoice display
• Using an Open PDF Invoice to Pay a Bill
• Complete PDF Invoice display
• Viewing a Statement for Insurance Reimbursement
• Viewing a Billing Statement
• Adding and Removing a Payment Method
• Adding Multiple Payment Methods
• Removing a Payment Method
• Setting a Default Card
• Adding and Removing Insurance Policies
• New Insurance Policy Form Details
• Adding a Secondary Insurance Policy
• Replacing an Insurance Policy

Once logging into your client portal, you'll find the Billing tab as the last menu option at the top of your screen. Under the Billing tab, you may see sections such as Remaining Balance, Bills, Statements for Insurance Reimbursement, Billing Statements, My Payment Methods, and My Insurance Policies.

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Paying Invoices in the Client Portal

The first method to pay an open invoice is to click “Pay Now” inside the Remaining Balance dialog box.

Next, you'll be taken to the Confirm Payment page, where you can choose to pay the Current Balance (total outstanding balance due) or a Custom Amount (enter any amount you choose). Select Continue to proceed to the next page, and Cancel or X to return to the Billing tab.

Selecting Continue takes you to the Submit Payment page, where you'll be able to:

• View and select credit card(s) saved in your portal.
• Click Add Card to add a new card.
• Click Pay ${value amount} to submit payment.
• Go Back to return to previous page.
• Press Cancel or X to return to the portal's Billing tab.

After successfully submitting your payment, a confirmation banner stating that your payment has been received will be displayed on your portal's Billing tab.

Using an Open PDF Invoice to Pay a Bill:

The second method to pay for an open invoice will be through the open PDF invoice. After clicking the 9-digit Invoice #, be sure to note that number and the 6 digit Online Access Code. Then, double-click the link below the Pay Online section, which will open the Online Bill Pay page. Enter the invoice # and online access code in the appropriate fields, and click the blue "Find Invoice" button.

Once you locate the invoice, you’ll see the Invoice # in the center of the display table, the Past Due amount, and the Remaining Balance. You will then have the options to:

• Pay Now - Pay the invoice.
• View PDF - Return to the Open PDF Invoice.
• Or, Locate another invoice - Return to the Online Bill Pay page to enter a different Invoice # and Online Access Code.

Lastly, by clicking Pay Now, you’ll be taken to the Confirm Payment page to complete your payment.

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Viewing and Managing Bills in the Client Portal

Under the Bills section, you can view or pay Open (unpaid) invoices and see your history of Complete (paid) invoices. All Bills will be identified by a series of 9 digits referred to as the Invoice #, located on the left-hand side of each line item.

• Open bill line items will display the Balance (the dollar amount due) and the Due Date.
• Complete bill line items will display the Date Completed (the date the invoice was paid).

To view and/or pay an open bill, double-click the Invoice #, and a PDF of the invoice will open in a new window.

An Open PDF Invoices will display:

1. Provider’s name, address and contact information.
2. The Client (person who received a service) and Bill To (person responsible for the bill).
3. The Invoice #, current date, the bill’s Due date.
4. A Pay Online link that takes you to an Online Bill Pay page where you can enter the Invoice # and Access Code to find and pay your invoice.
5. Online Access Code - 6 digit number used to find and pay your invoice through the Pay Online link.
6. Line Items will display:
   • Date of service.
   • Description of service code, type, duration and provider.
   • Charges - Total service fee.
   • Patient Amount - Amount owed.
   • Total Due - breakdown of total charges and your owed amount.

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To view a Complete (paid) PDF invoice, double-click the 9-digit Invoice # you wish to see in the Bills section under the Complete subheading.

A Complete PDF Invoice will display:

1. Provider’s name, business address and contact information.
2. The Client (person who received a service) and Bill To (person responsible for the bill).
3. The Invoice #, current date, the bill’s Due date.
4. Line Items will display:
   • Date of service and date payment was made.
   • Description of service code, type, duration and provider.
   • Amount billed or paid.
   • Total Due - amount remaining, if any.

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Viewing a Statement for Insurance Reimbursement

A 'Statement for Insurance Reimbursement' also known as a superbill will be visible in your client portal when you or a provider seeks payment reimbursement from an insurance payer. Statements shared in your portal will include a superbill ID and the date it was sent for each line item.

To view a Statement for Insurance Reimbursement, click on the Superbill ID on the left-hand side of the statement’s line item.

From there, a PDF version of the superbill will populate in a new window, where you'll have the option to print or download and save it for your records. The details on the statement will include:

1. Superbill ID, provider’s name, license(s) number, business address and contact information.
2. Client’s name, address, contact information and date of birth.
3. Date(s) of service, service description (including service code, type, duration, and place of service code), diagnosis, and service amount (total amount vs. total paid).

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Viewing a Billing Statement

When a provider shares a billing statement via your client portal, it will appear under the Billing tab in the Billing Statements section. Each statement shared will have its own line item with an assigned Statement # on the left-hand side and the statement's date range on the right-hand side of the table.

You can open a billing statement by clicking the Statement # on the left-hand side of the table, which will open it as a PDF in a new tab. Once opened, the details on the billing statement will include:

1. Statement Header: The 9-digit billing statement #, creation date, and the date range (the time period of services included).
2. Provider's Information: Name, business address and contact information.
3. Client’s Information: Name, address, contact information and date of birth.
4. Statement Summary: An overview of the account's activity, including:

• Beginning Balance: Prior outstanding balance
• Invoices: Total billed during the time period
• Payments: Amount paid towards the balance
• Ending Balance: Remaining amount due on the invoice

5. Transactions Summary: An itemized list of service and payment dates, descriptions of services or payments, and amounts, providing a detailed breakdown of all transactions.

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Adding and Removing a Payment Method

To save a credit/debit card to your portal, go to My Payment Methods in the right-hand panel and click Add Card. In the Add Card pop-up window, enter your card details and click Save. Once saved, you'll see the card's brand, last four digits, and expiration date under the My Payment Methods section, and it will automatically be saved as your Default card.

Adding Multiple Payment Methods

To add another credit/debit card, simply click Add Card again and repeat the steps from the previous section. Additional cards will be listed under My Payment Methods in the order they're added.

Removing a Payment Method

Once multiple cards are listed under My Payment Methods, a “…” menu will appear next to each card. To remove a card, click the “…” menu next to the card you wish to delete and select Remove. Confirm by selecting Remove again on the "Are you sure?" pop-up.

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Setting a Default Card

In instances where multiple cards are saved in your portal, how do you or your provider decide which card should be charged? To avoid confusion, the system allows you to indicate which card to Set as Default in your portal.

After adding a second card under My Payment Methods, click the "..." menu next to the card you wish to designate as your preferred card and select Set as Default. The system will immediately update and label the selected card as "Default."

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Adding and Removing Insurance Policies

To add an insurance policy, click New Primary Policy in the right navigation bar under My Insurance Policies. A New Insurance Policy form will appear for you to enter the policy details, and then click Save.

New Insurance Policy Form Details

• Relationship to policy owner - If other than yourself, select the best option from the dropdown.
• Payer - Insurance carrier with whom you have the policy.
• Member ID - Series of numbers and/or letters located on the front of your insurance card.
• Plan ID - Series of numbers and/or letter unique to health plan.
• Group ID - Usually a shorter combination of numbers and/or letters.
• Employer/School - Name of the employer or school providing the insurance.
• Attachments - Click Upload Copy of Insurance to attach a front and back image or PDF of your insurance card.

Adding a Secondary Insurance Policy

To add a secondary insurance policy, click New Secondary Policy and repeat the steps above. Once added, the system will label it as Secondary in a greyed-out box.

Replacing an Insurance Policy

To remove or replace your primary or secondary policy, click New Primary Policy or New Secondary Policy and follow the steps above. Once saved, the new policy will immediately override the previous one.

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