Standard Operating Procedure (SOP)

Purpose: This SOP provides step-by-step instructions for new customers on how to use iCorePay effectively. It covers making payments, creating payment plans, issuing refunds, creating invoices, and understanding the differences between Quick Payment and Standard Payment.

Table of Contents:

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1. How to Create an Invoice

Objective: To guide users through the process of creating and taking a payment.

Steps:

1. Log in to iCorePay: Access the iCorePay dashboard with your credentials.
2. Click on “Quick Payment”: Click on the “Quick Payment” button on the main menu.
3. Enter Payment Details:
   • Select the patient to take payment from by searching in the “Patient Search” field.
   • Enter the payment amount in the “Amount” field.
   • Choose your payment method (e.g., Card Terminal, Cash, Check).
4. Submit Payment: Click “Create and Pay” to complete the transaction.
5. Confirmation: A confirmation message and receipt screen will appear. The patient will receive an email and/or text message with a secure link to this experience. Receipts can be printed by clicking on the “Print” button at the bottom of the page. 

For more details, refer to the How to Make a Payment document.

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2. Create a Payment Plan

Objective: To guide users in setting up recurring installment plans.

Steps:

1. Log in to iCorePay: Access the iCorePay dashboard with your credentials.
2. Click on “Quick Payment”: Click on the “Quick Payment” button on the main menu.
3. Enter Payment Details:
   • Select the patient to take payment from by searching in the “Patient Search” field.
   • Enter the plan amount in the “Amount” field.
   • Click on “Payment Plan”
   • Payment Plan options, previously configured by the practice, will be presented, or a custom plan can be created by clicking on “Custom Payment Plan”
   • Once the plan is selected or created, confirm card holder accepts the Terms and Conditions, then click “Continue”
4. Specify Payment Details: See the “Choose Payment Method” drop down menu. Select “Remote – Credit / Debit” and key in credit card information.
5. Save and Submit Plan: Click “Save Payment”, then “Submit Payment Arrangement”.
6. Printing and Signing Recurring Payment Arrangements: Printed receipts have terms and conditions, and a signature line to capture wet signatures from patients if the office would like. 

For detailed guidance, see the Create a Payment Plan document, then “Submit Payment Arrangement” to finalize and begin the plan. 

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3. Creating a Half Now Half Later (HNHL)

Objective: To help users in setting up a two part installment plan for pre-payment of services.

Steps:

1. Log in to iCorePay: Access the iCorePay dashboard with your credentials.
2. Click on “Quick Payment”: Click on the “Quick Payment” button on the main menu.
3. Enter Payment Details:
   • Select the patient to take payment from by searching in the “Patient Search” field.
   • Enter the plan amount in the “Amount” field.
   • Click on “Half Now Half Later”
   • Select the second installment amount date in the “Second Payment Date” field
   • Once the HNHL is selected or created, confirm card holder accepts the Terms and Conditions, then click “Continue”
4. Specify Payment Details: See the “Choose Payment Method” drop down menu. Select “Remote – Credit / Debit” and key in credit card information.
5. Save and Submit Plan: Click “Save Payment”, then “Submit Payment Arrangement”.
6. Printing and Signing Recurring Payment Arrangements: Printed receipts have terms and conditions, and a signature line to capture wet signatures from patients if the office would like.

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4. How to issue a Refund

Objective: To instruct users on how to process refunds.

Steps:

1. Log in to iCorePay: Use your credentials to access the system.
2. Navigate to Transactions: Search for the patient by first and/or last name in the top right “Search” box on the dashboard. Select the patient, then select “Invoices” under the patient “Details” flyover. 
3. Select Transaction: Choose the transaction for which you want to issue a refund.
4. Enter Refund Details:
   • Specify a partial refund amount in “Standard Refund, or a complete refund of all original charges by selecting “Full Refund”.
5. Review and Confirm: Verify the refund details.
6. Submit Refund: Click “Submit Refund” to process the refund.

Refer to the How to Issue a Refund document for more information.

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5. How to Create a Patient Invoicing Statement

Steps:

Objective: To guide users through creating patient invoices.

1. Log in to iCorePay: Access the platform with your login details.
2. Select Statement: Click on the “Statement” button on the top of the dashboard.
3. Create New Statement:
   • Click “Statement”
   • If iCorePay is integrated with practice system:
     1. Search for patient, confirming demographics and that an email/phone is on file.
     2. Select treatment from the patient ledger, OR scroll down and click “Continue”
     3. Put a dollar amount to be collected if the ledger is bypassed, if treatments selected iCorePay will pull the patient responsibility in the practice system. 
     4. Write an (optional) patient note in the “Patient Message” field, select “Paper Statement” if the patient does not have email/phone on file, and click “Create and Send”.
   • If iCorePay is not integrated with practice system:
     1. Input patient demographics. iCorePay will offer to save this information for easy search patient access in the future. 
     2. Enter a dollar amount to be collected into the “Amount” field.
     3. Select “Paper Statement” if the patient does not have email/phone on file.
     4. Click “Create and Send” to send the statement.
4. Add Payment Terms: Specify the payment due date and any terms.
5. Review and Save: Verify all information and click “Save” or “Send” to issue the invoice.

For comprehensive instructions, refer to the How to Create an Invoice document.

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6. Difference Between Quick Payment & Standard Payment

Objective: To clarify the distinction between Quick Payment and Standard Payment options. Each has its benefits, and there is no incorrect approach. 

Definitions:

• Quick Payment:
  • Less steps enable quick, simple payment transactions.
  • Ideal for single payments where speed is essential. 
  • Triggers the default credit card terminal. 
  • Does not allow for line item attachment of treatments on the payment or receipt.
    
• Standard Payment:
  • Ideal for relatively complex transactions (ie, multiple credit cards, manually entering card information over phone).
  • Does allow for line item attachment of treatments on the payment or receipt.

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7. Payment Transactions Data Report

1. Select Transactions: Click on the “Transactions” link for the left hand navigation pane
   under ‘Reporting’.
2. Set Date Range: Transactions defaults to the current date. To see other dates, click into
   the calendar selector at the top of the page.
3. Optional Download and Print: Transaction data can be downloaded in Excel spreadsheet
   format, or Printed.

Refer to this video for more information.

Contact Information: For additional support, contact iCorePay Customer Service at support-icorepay@icoreconnect.com or call 1-888-810-7706.

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