Emdeon ecashiering Manual. February 22, 2010

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1 Emdeon ecashiering Manual February 22, 2010

2 Purpose... 4 Objectives... 4 Special Symbol... 4 Introduction to Emdeon ecashiering... 5 ecashiering Access... 5 Suggested ecashiering System Roles... 5 ecashiering Basics... 6 System Fundamentals... 6 Login Fundamental Facts... 7 Logging in to ecashiering... 7 ecashiering Login Page... 7 Processing Payments... 8 Account Search Page... 8 Account Selection Page... 8 Account Payment Page... 9 Electronic Payment Credit Card Processing Instructions Credit Card Transaction Page Submit Payment Page Patient Receipt Page Cash Register Instructions Cash Register Page Drawer / Location Selection Page Group/Drawer/User Relationship Users Closing to the Same Drawer Users Closing to Different Drawers ECheck Instructions ECheck Payment Page ecashiering Confirm Payment Page echeck Patient Receipt Page Recurring Payments Create a Recurring Profile Recurring Payment Profile Managing Recurring Payment Profiles Search Results Page Profile Detail Window Void/Refund Navigating the Void/Refund Page Method Search Transaction ID Page Method Search Results Page Void Receipt Page Void Refund Page: Void a transaction Void Refund Page: Issue a Refund

3 Standard Reports Daily Activity Report Daily Activity Search Page Daily Activity Results Page Receipt Window Page Settlement Activity Report Settlement Activity Search Page Custom Reports Step Custom Report Field Name Step Step Step Step 5 (Optional) Step Step Step 8 (Optional) Adding Users Suggested ecashiering System Roles Adding a user instructions Appendix A

4 Purpose The purpose is to provide the knowledge and skills necessary to successfully utilize the Emdeon ecashiering system. Objectives After the training session, with little or no reference to training materials, you will be able to: 1. Log in to the Emdeon ecashiering system 2. Process a one-time payment 3. Create a recurring payment profile (if available in your area) 4. Edit a recurring payment profile (if available in your area and on your user level) 5. Run standard reports (Select users only) 6. Create and run custom reports (Select users only) 7. Add and edit user profiles (Administrators only) Special Symbol There are two symbols used in this manual to call your attention to specific items: This symbol indicates additional important information you will want to note. This symbol indicates cautions about the use of the system. Pay special attention to notes next to this symbol. 4

5 Introduction to Emdeon ecashiering Emdeon ecashiering is a web-based application used to process payments online. This centralized approach provides real-time authorization of credit card and echeck transactions. The screens present in this document may change with time based on customer requests and required system updates. Throughout this manual, Emdeon ecashiering will be referred to in the shortened form ecashiering. ecashiering Access To request an ecashiering user ID, a manager must complete a request. The user must specify Emdeon ecashiering as the System and specify one of the user roles described below. Suggested ecashiering System Roles User - Users can process single and recurring payments and request reprints of statements. Manager - Managers can process single and recurring payments, request reprints of statements, and void or refund transactions. Directors - Directors can process single and recurring payments, create custom reports, and void or refund transactions. Administrator - Administrators can add and update user profiles as well as complete all items listed in the roles above. Note: Administrators must be added by Emdeon Technical Support Staff. 5

6 ecashiering Basics System Fundamentals ecashiering runs through a browser over the Internet. Use the navigation menus, links and buttons within ecashiering whenever possible. Using Internet Explorer s Back and Forward buttons can cause functionality problems. To log off the system, click on the Logout link at the top right corner of the window. Avoid exiting the system by going to another web site before logging off or by using Internet Explorer s close button ( ) or File/Close option. Login Fundamental Facts See Direct Report to obtain your username and initial password. ecashiering will prompt you to change your password the first time you log in. o Passwords must be rotated at least once every 90 days. o Passwords can NOT be any one of the previous four (4) passwords. o o Passwords must be at least eight characters in length. Passwords must contain both numeric and alphabetic characters. Strong passwords or passphrases will contain all four of the categories listed below: o English uppercase characters (A through Z) o English lowercase characters (A through Z) o Numbers (0 through 9) o Non alphanumeric characters (e.g.,! $, #, %) Choose a password that is easy for you to remember, but not easily duplicated. (For example, avoid the names and birthdates of close relatives and pets.) ecashiering logs you off automatically after approximately 30 minutes of inactivity. 6

7 Logging in to ecashiering 1. Type the following URL to access ecashiering: The login page will appear. You can add the ecashiering logon page to your Favorites folder/menu in Internet Explorer. 2. Type in your Username and Password (Use the Tab button or click to move from the Username field to the Password field). 3. Click on the Submit button or press Enter on your keyboard. 4. The ecashiering Account Payment page will appear. ecashiering Login Page 7

8 Processing Payments You may search for an account by using all or portions of the Name, Primary Account or Sub Account. Enter the information you plan to search on. Choose Exact or Partial for the Match criteria. Choose Primary Account, Sub Account or Name for the Field criteria. Choose Current or All for the History criteria. Account Search Page ecashiering will return all accounts containing your search criteria. Once your results are returned click on the Select box on the left to choose the desired account. Account Selection Page 8

9 Account Payment Page At this page type the following: 1. Payment Type: Click the drop-down menu and choose a payment type. 2. Comments: Including a comment is optional. You must select a Payment Type to submit a payment. A maximum of 1,000 characters may be entered in the comments field. Click the Cancel button to clear the transaction and start over. A lesser amount may be entered if the patient is not making a full payment. Account Payment Page 9

10 Electronic Payment 1. After information is entered/selected, click the Update button to activate the Electronic Payment button. 2. Click the Electronic Payment button to access the Billing Information page. Electronic Payment Page 10

11 Credit Card Processing Instructions The Emdeon credit card processing area allows realtime approvals and processing of credit card transactions. Credit Card Transaction Page 1. Update the fields on this page as follows: Payment Method (Click the Credit radio button) Billing Name (Type name as it appears on the credit card) Billing Address Billing City Billing State Billing Zip Code o The billing name and address is that of the credit card being used for payment, o not the patient s. The billing information will be pre-populated but can be changed if the information is different than that of the patient. Address (Type patient s address if one is supplied. Patients will receive an receipt when an address is added.) Credit Card Number (Enter full credit card number) Expiration Date (Choose card expiration date, month and year from the drop-down menus) CVV (Enter the Credit card Verification Value. Click the Help link for aid in locating the CVV.) Phone Number (Add patient contact number.) 2. Click Continue, the ecashiering Confirm Payment page appears. Review payment information. If you need to make changes, click the Edit button to return to the Billing Information page. Credit Card Entry Page The asterisk (*) indicates required fields. 11

12 Submit Payment Page Click Submit Payment and the ecashiering Receipt window will appear. Submit Payment Page Patient Receipt Page On this page you can: Printable Version: The print screen window appears to print a hard copy of the receipt. Print/Mail: Automatically sends hard copy receipt to patient from Emdeon s document processing facility. Automatically sends an version of the receipt to the address entered.* Finish: The ecashiering Account payment screen appears and you can start a new transaction. Patient Receipt Page *Note: If you entered an address in the billing information page, the patient will automatically receive an receipt. 12

13 Cash Register Instructions 1. Each time you process a payment it will be added to your Cash Register. You do not need to open a new register each time you want to accept a payment. This is done automatically through the ecashiering system. Your Cash Register will follow your login. Therefore, if you login at a different location and you have not closed an already open drawer any new payments will accumulate into this same open drawer. 2. Cash Register closing does not impact batch settlement If a Cash Register is left open it may affect some custom reporting, but the transaction will still be processed. 3. You must choose a drawer / location to close to. Cash Register Page 13

14 Drawer / Location Selection Page Group/Drawer/User Relationship Group User 2 User 1 Cash Register Cash Register Drawer When a user is set up, the administrator can assign them to a group. This Group is always associated with the user. There can be many users in one Group. When the user accepts their first payment of the day, this action opens their Cash Register. The cash register will keep track of all of the transactions made for that user. This is a one to one relationship, meaning every user has only one cash register. At the end of the day, the User can then close their Cash Register to a Drawer. This drawer can be made up of more than one cash register. 14

15 Users Closing to the Same Drawer Cashiers JSMITH BJONES Cash Register Cash Register Drawer ER This example depicts the process with labels associated with it that may be used in the hospital setting. In this example, both users close to the same drawer. When JSMITH and BJONES were set up, the administrator assigned them to the Cashiers group. This Group is always associated with these users. There can be many users in one Group. A Group is often equated to a Department (Cashiers, Pre Reg, Patient Accounting). When the user accepts their first payment of the day, this action opens their Cash Register. The cash register will keep track of all of the transactions made for that user. This is a one to one relationship, meaning every user has only one cash register. At the end of the day, JSMITH and BJONES close their Cash Register to the ER Drawer. This drawer consists of more than one cash register. The Drawer can be equated to an area (ER, Front Lobby, Admissions) 15

16 Users Closing to Different Drawers Cashiers JSMITH BJONES Cash Register Cash Register ER Front Lobby This example depicts the process with labels associated with it that may be used in the hospital setting. In this example, two Users, who are parts of the same Group, close to different Drawers When JSMITH and BJONES were set up, the administrator assigned them to the Cashiers group. This Group is always associated with these users. There can be many users in one Group. A Group is often equated to a Department (Cashiers, Pre Reg, Patient Accounting). At the end of the day, JSMITH and BJONES close their Cash Register to different Drawers. Since JSMITH worked in the ER, that is the Drawer that the User will select when closing his Cash Register. BJONES worked in the Front Lobby, that is the Drawer that the User will select when closing his Cash Register. 16

17 ECheck Instructions Emdeon Echeck processing allows the user to convert a paper check into an electronic transaction. ecashiering echeck Payment Page The billing name and address is that of the bank account being used for payment, not the patient s. Patient will receive an receipt if an address is added. 1. Update the fields on this page as follows: Payment Method (Click the echeck radio button) Billing Name (Account holder s name) Billing Address Billing the City Billing State Billing Zip Code Address (Patient address) Routing Number (First nine numbers located on bottom left of the check) Account Number (The numbers immediately to the right of the routing number) Check Number (Can appear at the right top corner or bottom right corner of the check) Phone Number (Enter patient s phone number) Note: The patient s phone number is required for an echeck transaction. The asterisk (*) indicate required fields. 17

18 2. Click Continue, the ecashiering Confirm Payment window appears. 3. Review payment information. If you need to make changes, click the Edit button to return to the Billing information page. 4. Click Submit Payment and the ecashiering Receipt window will appear ecashiering Confirm Payment Page 18

19 echeck Patient Receipt Page On this page you can: Printable Version: Print a hard copy of the receipt. Print/Mail: Automatically sends hard copy receipt to patient. Finish: The ecashiering Account Payment page appears and you can start a new transaction. Note: If you entered an address in the Billing Information page, the patient will receive an receipt. 19

20 Recurring Payments Recurring payments are used to setup payments that occur at a regular interval (e.g.: weekly, monthly or quarterly) for a definite period of time. Create a Recurring Profile 1. To create a recurring payment, you must complete the Account Payment page and the Billing Information page as you would for a one-time credit card or echeck payment. On the Account Payment page, the Payment Amount is the total amount to be paid. 2. Click the Make Recurring button. Create a Recurring Profile Page 20

21 Recurring Payment Profile 1. Enter the recurring payment detail using the following definitions: Amount Due: Payment amount from the Account Payment page. Payment Amount: If the customer agrees to pay a fixed amount, enter that amount here. Start Date: Enter the date of the first payment. The current date is the default date, but you can change it to a later date if needed. Term: If the customer agrees to pay over a fixed number of installments, enter that number here. If a Payment Amount or Term is chosen that does not divide the amount due evenly, the odd amount will be added to or subtracted from the Final Payment field. Payment Period: How often payments will be charged to the customer s credit card or deducted from customer s bank account. Options are: Weekly, Every Two Weeks, Monthly, Twice Every Month, Every Four Weeks and Quarterly. The default value is Monthly. Final Payment Amount: This amount is calculated from the Amount Due, Payment Amount and Term. Primary Phone: Customer contact number. A Primary Phone number is required for all recurring payments. Secondary Phone: Alternate customer contact number Address: Customer s address if available. 2. Click Calculate Payment or Calculate Term. If you entered a fixed Payment Amount, click the Calculate Term button to determine how many payments of that amount are required to pay the Amount Due. If you entered a fixed Term (number of payments) click the Calculate Payment button to determine the Payment Amount needed to pay the Amount Due with that number of payments. Clicking the Back button while in the Create Profile page will cancel the recurring profile. You will need to return to the Account Payment page to create a new transaction. 3. Click Continue and the Confirm Profile window will appear. Review the payment information. If you need to make changes, click the Back button to return to the Create Profile page. 4. Click the Create Profile button. If the transaction is successful, the profile will be active and can be viewed on the Manage Profiles page. 21

22 Recurring Payment Profile Page Recurring Payment Profile Confirmation Page 22

23 Managing Recurring Payment Profiles 1. To access the Manage Profiles page, click ecashiering. Recurring Payments Manage Profiles. 2. The Manage Profiles page appears. 3. Enter the Account Number, Account Name, or Select a recurring payment profile status from the drop-down list. Click the Search button and the results will appear in a new window. Managing Recurring Payment Profiles Page For best results, search by Account Number. 23

24 Search Results Page On this page you can review the following: Profile Id: A system generated number. Facility: Default location. Status: Status of the recurring payment profile. Primary Account, Sub Account: Customer s account number. Name: Name associated with credit card or echeck. Start: Date of the first payment. Period: Frequency of recurring payment. Amount: Amount of recurring payment. Click the Deactivate button once to cancel the recurring payment. The button will change to Activate. If you wish to download the search results information, click the Download button and the information will be placed in an Excel file. To begin a new search, click New Search link. Click the Profile ID link and the Profile Detail Window appears. Search Results Page 24

25 Profile Detail Window On this page you can: Review current status of the recurring payment profile. Review the history of payments processed from the recurring payment profile. Click the Modify button to change the billing address or payment method. Profile Detail Page 25

26 Void/Refund A void is processed to stop an authorized transaction from charging a patient s credit card or bank account. Note: Payments can only be voided on the day the payment was made and prior to the payment being sent for processing. They have to be Refunded if the payment happened in the past. A refund returns a portion or all of a settled payment transaction to the patient s credit card. Navigating the Void/Refund Page Method 1 1. Click ecashiering Payment Management Void/Refund. 2. Enter the Transaction ID. The transaction ID is the receipt number in Oracle Receivables, or can be found in the SMS activity created when the payment is submitted through Online Services. 3. Click View. The Void/Refund page appears. Search Transaction ID Page 26

27 Navigating the Void/Refund Page Method 2 1. Click the ecashiering Reports Daily Activity. 2. Enter the Account Number and click the Search button. Note: Steps 1 & 2 are found in the Daily Activity section 3. The Search Results page appears. Search Results Page 1. Locate the payment to be voided/refunded. 2. Click Receipt Number. The Receipt page appears. Search Results Page 27

28 Void Receipt Page On this page you can Click the Printable Version button to print a hard copy of the patient receipt. Click the Receipt button to a copy of the patient receipt. Click the Print/Mail button to have a hard copy of the receipt mailed to the patient. Can Void/Refund a transaction. (Select Users only) Click the Back button to return to the Daily Activity Results page. Click Void /Refund. Void Receipt Page 28

29 Void Refund Page: Void a transaction Click Void radio button and click Submit. The Receipt page appears. Void a transaction Page 29

30 Void Refund Page: Issue a Refund 1. Click the Issue a refund radio button. The Refund Amount defaults to the full amount of the payment. To refund the entire payment, click the box under Select and click the Submit button. To refund part of the payment, click the box under Select and enter the desired Refund Amount. Click the Submit button. You will be prompted to confirm refund amount. Click Ok or Cancel. 2. Click Submit button. The Receipt Window appears. Issue a Refund Page 30

31 Standard Reports Daily Activity Report The Daily Activity report enables Directors/Group Leads to view all payment activity by date or account number. If an account number is entered, it will return all activity for that account regardless of when the transaction was executed. To access the Daily Report click ecashiering Reports Daily Activity. The Daily Activity report search page appears. 31

32 Daily Activity Search Page To search by date: 1. Chose a date in Date From calendar by clicking on a specific date. 2. Choose a date in Date To calendar by clicking on a specific date. 3. Click the Search button. You can change the Date From and Date To calendars by clicking or. To search by Account Number: 1. Type the patient number in the Account Number text box. 2. Click the Search button. Activity Search Page 32

33 Daily Activity Results Page On this page you can see or do the following: New Search: Perform a new search. Download: Download the report results to Excel (csv) format. Account: Patient account number. Source: The system in which the payment was originally processed. Receipt: ID number of the patient receipt. Click this link to view the payment details. Transaction: System generated transaction ID number. Date: The transaction date. Method: Type of credit card or echeck. Amount: Payment amount. Checking/CC: Last four digits of the payment method account number. The bottom of the page shows the chosen date range and the total amount of each type of payment. If you click the Receipt Number from the Daily Activity Report, this will open the receipt window. Activity Results Page 33

34 Receipt Window Page In this window you can: Click the Printable Version button to print a hard copy of the patient receipt. Click the Receipt button to a copy of the patient receipt. Click the Print/Mail button to have a hard copy of the receipt mailed to the patient. Can Void/Refund a transaction. (Select Users only) Click the Back button to return to the Daily Activity Results page. Receipt Window Page 34

35 Settlement Activity Report The Settlement Activity Report displays the detailed settlement information provided to us by the respective gateway s (PayPal or EPX). The information includes all of the fields contained on the Daily Activity Report, but also contains the batch for the transaction. The batch numbers are determined by the processer and are always present in numeric order. This report can be assigned to any user. To access the Settlement Activity Report click ecashiering Reports Daily Activity. The Settlement Activity report search page appears. 35

36 Settlement Activity Search Page To search by date (transaction): Chose a date in Date From calendar by clicking on a specific date. Choose a date in Date To calendar by clicking on a specific date. Click the Search button. You can change the Date From and Date To calendars by clicking or. To search by Account Number: Type the patient number in the Account Number text box. Click the Search button. Settlement Activity Search Page 36

37 Settlement Activity Results Page On the first section of the screen identifies the following: Batch ID: The Batch ID is the unique identifier give to a specific batch of payments that was processed. Settlement Date: This header actually represents the Transaction Date. In order for the client to get an accurate batch total, the user should enter the previous date and the desired date. Example: User wants a total for the batch processed on 02/15/10. They should enter 02/14/10 as the From date and 02/15/10 as the To date. Amount: The total amount of all the sales and refunds processed in the batch. On the second section of the screen identifies the following: New Search: Perform a new search. Download: Download the report results to Excel (csv) format. Account: Patient account number. Source: The system in which the payment was originally processed. Receipt: ID number of the patient receipt. Click this link to view the payment details. Transaction: This is the transaction ID that is generated by our system or Date: The transaction date. Method: Type of credit card or echeck. Amount: Payment amount. The bottom of the page shows the chosen date range and the total amount of each type of payment. Just like the Daily Activity Report, you can click the Receipt Number from the report, to open the receipt window. 37

38 Custom Reports Customizing reports allow users to choose specific information. Click ecashiering Reports...Custom reports. 1. Choose the fields you want to include on the report. You can change the layout of your report by changing the Order number in the box to the right of the selected field names. Fields are ordered from left to right. 2. Select the groups, drawers and users. 3. Select Report options: In this step you can decide Payment Methods, Transaction Types, Settlement Statuses and Transaction Sources that are included in your report. 4. Select a transaction date or date range using one of the radio buttons or by entering a From and To date. 5. Filter the transactions which will appear on your report using any of the fields available in Step 6. This option allows you to control how fields are sorted and/or grouped in your reports. You can apply as many as 5 sort conditions on your report. 7. You can choose to include a summary and/or a graph in your report. 8. Save the report by entering a report name. In order to share your custom report with Users in your group, the report must be saved. 9. Once steps 1 8 are complete, click the Generate button, to view the custom report. 10. Click Share This Report to allow users access to this report. When you click the Share This Report button, a page will open listing the Users in your group. Select the Users you want to share the report with by clicking the check box next their name. 11. Click Manage Templates to return to the Custom Reports Setup page. 12. Click Reset Form button to restore the Custom Reports Setup defaults for all options. Step 1 38

39 The chart below can be consulted for further information about the fields that are available in section 1 and what data those fields contain. Custom Report Field Name What it means Primary Account Name Guarantor Name Primary Account Number Guarantor Number Sub Account Name Patient Name Sub Account Number Patient Account Number Facility Facility Identifier as loaded with the statement data Date of Service From the statement Transaction ID From PayPal Transaction Date Date the transaction was executed Amount Due Amount Due from the statement Payment Amount Amount received from patient payment Payment Source Web interface where payment was entered Payment Type Sale or Refund Payment Method Visa, MC, Cash - method of payment CC or Check Number last four of CC, full check number Money Order Number when physical payment is taken Check Number Business Check # Billing Name Billing Address Guarantor Name and details when Billing City paying against a statement or Billing State Billing information when making a quick pay Billing Zip code Billing Comments Processor Comments Any comments coming back from PayPal Physical Payment Other Description When physical payment is taken this is whatever is entered as the description IXT Batch ID Batch ID from IXT Settlement Batch ID Batch ID from PayPal / Gateway - could be delayed When entered by the person taking the payment this will Address be populated When entered by the person taking the payment this will Phone Number be populated Drawer Name Will populate once the item is closed Group Name Associated with the user User Name Associated with the user Merchant Account paid by the action of taking the Merchant Code payment Authorization Code Yes / No response - not required Invoice Number AVS Street Match Yes / No response - not required AVS Zip Match Yes / No response - not required CSC Match Yes / No response - not required Hospital Id Custom Customer ID 39

40 Step 2 40

41 Step 3 41

42 Step 4 Step 5 (Optional) Step 6 42

43 Step 7 Step 8 (Optional) 43

44 Adding Users Suggested ecashiering System Roles User Users can process single and recurring payments and request reprints of statements. Manager Managers can process single and recurring payments, request reprints of statements, and void or refund transactions. Directors Directors can process single and recurring payments, create custom reports, and void or refund transactions. Adding a user instructions 1. If the user has admin rights, they will have the User Administration option 2. Click the New User option 44

45 3. The first step in the setup of a new user will require you to add the following information: a. Username b. Password c. Name d. Address 4. The Admin will also need to select the functions that will be available to the user a. Void/Refund b. Card Present Transactions c. Print/Mail Receipts d. Receipts e. Recurring Payments The password requirements are as follows: Passwords must be at least eight characters in length. Passwords must contain both numeric and alphabetic characters. Strong passwords or passphrases will contain all four of the categories listed below: 1. English uppercase characters (A through Z) 2. English lowercase characters (A through Z) 3. Numbers (0 through 9) 4. Non alphanumeric characters (e.g.,! $, #, %) 45

46 5. The second section requires the Admin to select all of the jobs the user should be able to access Please Note: This is a required selection, even though it is not denoted as such. 6. Finally, the Admin can select the different Services that will available to the user: a. ecashiering Group Report b. ecashiering Register - Allows user to accept Payments c. ecashiering Multi-Group Reports d. ecashiering Electronic Reports e. IXT View User Management - Allows user to access website information and browse Secure Communications f. ecashiering Payment Summary g. ecashiering Daily Activity h. ecashiering Settlement Report i. ecashiering Physical Activity Report j. ecashiering Custom Reports Please Note: An Admin user can only assign Services that are associated with their user id 7. Next is the Group assignment. This is an optional step. 8. Once all of the sections have been addressed, click the apply changes at the top of the page and this user will now be able to access the system. 46

47 Appendix A 47

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