Workflow · Outbound
Payment reminders
Payment reminders help clear outstanding balances with less chasing from your team. Intavia reminds patients politely, tells them how to pay and passes anything that needs a person to your team.
At a glance
- What it does
- Reminds patients about outstanding balances and how to pay
- Channels
- Outbound calls, with additional channels available
- Integrations
- Billing records you share with us, such as an outstanding balances report
- What you can customise
- Which balances are included, what patients are told, how often they're contacted and what happens next
- What your team sees
- A campaign summary and tasks for payments, queries and anything else that needs a person
- Setup
- Done for you by our team, around your payment policy
How it works
Payment reminders run as a campaign built around your practice. Our team does the setup work: we agree with you how each situation should be handled, turn that into campaign rules, and Intavia applies them whenever the campaign runs, on a schedule or when a trigger event happens.
- Plan: we agree with you which balances are included, how patients can pay and the next step for every outcome. Our team builds the campaign rules from that.
- Eligibility: each time the campaign runs, Intavia selects the patients with an outstanding balance who meet the rules, leaving out anyone your exclusions cover.
- Contact: eligible patients are contacted within your contact window, following the attempt schedule.
- Conversation: identity is confirmed before the balance is mentioned. Intavia gives a polite reminder and explains how to pay, using the payment routes your practice approves.
- Outcome: every attempt ends with a recorded outcome.
- Next step: the outcome decides what happens next, such as sending a link to your payment page by text, another attempt or a task for your team.
Campaign rules
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Rule | What we agree with you |
|---|---|
| Schedule and triggers | When the campaign runs, such as on a regular schedule or when an event happens, like a balance becoming overdue |
| Eligibility | Which balances are included, such as deposits still to be paid or treatment balances, and any exclusions |
| Contact window | The days and hours contact can happen |
| Attempts | How many attempts are made, how far apart, and on which channels |
| Ways to pay | How patients can pay, such as your own payment page, a phone call with your team or at their next visit, and which details are sent in writing |
| Wording | What patients are told about their balance and how the reminder is phrased |
| Hand-over | The situations passed to your team, such as a patient who wants to pay by phone, has a question about the balance or asks about paying in instalments |
| Fallbacks | Alternative routes that keep things moving, such as sending a link to your payment page or how to pay by text, trying another channel or passing the conversation to your team |
Outcomes
Each outcome has a default next step. Any of them can be changed to suit your practice.
| Outcome | What happens next |
|---|---|
| Will pay using the routes given | Recorded, with a link to your payment page or how to pay sent in writing |
| Wants to pay with the team | A task is created for your team to take the payment |
| Says it's already paid | A task is created for your team to check |
| Question about the balance | A task is created with the details already captured |
| No answer | The next attempt is scheduled, if any remain, and a message asking the patient to contact the practice can be sent |
| Wrong number or opted out | That number isn't contacted again, for this campaign or all your campaigns, as you prefer |
Safeguards
- Identity is confirmed before any balance details are shared.
- Only the payment routes your practice approves are shared.
- Contact only happens inside the agreed window.
- Anyone who asks not to be contacted, or whose number is wrong, isn't contacted again, for this campaign or across all your campaigns, whichever you prefer.
Works together with
- Identity verification: Identity confirmed before personal details are shared, including for people calling on someone's behalf.
- Outbound calling: The shared rules for every outbound call: who is contacted, when, and how often.
- Texts to callers: Booking links, confirmations and useful information sent by text during or after a call.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
- Multi-channel communication: Conversations with patients by phone, text, email, WhatsApp and your website, inbound and outbound.
- Practice rules & policies: Your booking rules, cancellation policy and hand-off rules, followed on every call.
FAQs
Calls are the default. Text, email or WhatsApp can be added to the attempt schedule, and a link to your payment page or how to pay can be sent in writing after a call.
Patients are told how to pay using the routes you approve, such as your own payment page, and a link to it can be sent by text. Anyone who wants to pay over the phone is passed to your team.
Reminders are polite and factual, in the wording your practice approves. A patient who is worried about paying, disagrees with the amount or wants to discuss options is passed to your team with the details already captured.
Yes. Tell your support team what you need and they update the campaign. There's nothing for you to configure.