FAQs: Invoices and payments

This article covers frequently asked questions about invoices and payments.

DEFINITIONS

An invoice is the list and total owed for products sold and services performed during the patient’s visit. All invoices are created and printed from consultations.


If a client is only buying over-the-counter products from your practice, such as dog or cat food, create a counter sale for a faster transaction process. For walk-in customers, use the default counter sale client.  For existing clients, use the power search to locate their record and select Counter Sale from the available actions.

INVOICE SETTINGS

The default invoice and invoice no prices forms are set in Administration > Company Settings.


Messages can be added to the bottom of the invoices by updating the forms set as the practice’s default invoice forms. The invoice forms set as your practice’s default invoice forms can be found in Administration > Company Settings.

For more information, see Add billing message to a statement, invoice or estimate.

USING INVOICES

Invoices can be reprinted or emailed from the client’s Financial Activity tab or patient’s Consultations tab at any time.

Tip: To print multiple invoices that were paid together, locate the payment row on the Financial Activity tab, click the menu button, and select Print.

To learn more, see Reprint or email an invoice or consultation.

You can also print or email a client’s unpaid invoices. For more information, see Send statements.


Invoices can be reprinted or emailed from the client’s Financial Activity tab or patient’s Consultations tab at any time.

To learn more, see Reprint or email an invoice or consultation.

You can also print or email a client’s unpaid invoices. For more information, see Send statements.


Refunds can be processed by clicking Give Refund on the patient record.

For more information, see Refund or return a product.


After navigating to the patient's Consultation tab, press CTRL+F, and then enter the product you need to search for in the patient's record. Use the arrows to find other occurrences of the word in the patient record.


On the consultation product line you want to discount, click the menu button and select Discount.

In the Apply Discount window, select the discount you want to apply. Then click Save.

For more information on applying discounts, see Apply a discount to consultation product lines.


Add the [note] form variable to your default invoice forms to print notes entered in a consultation on the invoice. The invoice forms set as your practice’s default invoice forms can be found in Administration > Company Settings.

For more information on adding form variables to a form, see Add or update a form or certificate.


Add the [patient_reminder_list] form variable to your default invoice forms to print the patient’s reminders.   The invoice forms set as your practice’s default invoice forms can be found in Administration > Company Settings.

For more information on adding form variables to a form, see Add or update a form or certificate.


Draft invoices are consultations with products that have been saved.

Outstanding invoices are consultations with products that have been marked ready to be paid but have only been partially paid or are unpaid.


Forms can be made available to print from the consultation by adding a product with a Print Form special action.  The link to print the form will be available under the product’s name on the consultation.

For more information on managing special actions, see Manage special actions.


To track doctor productivity in Neo, change the line item provider on the consultation so they receive credit for the work. This also ensures the patient medical history will be correct. Note that for diagnostic orders, the consultation level provider is used.


One-time setup. First make sure make sure your Default Invoice template is set up to print or email multiple invoices with a grand total amount. You can either:

  • Select _invoice_v3_ as your Default Invoice template in Administration >Company Settings.
  • Update your existing Default Invoice template by replacing the Products/Services table with one of the super form variables that allows you to print or email combined invoices.
    • [invoice_details]
    • [invoice_details_tax_labels]

From the client record, click the Collect Payments button. Then select the invoices to be paid, and take the payment. When you print or reprint invoices that were paid at the same time, you’ll see subtotals for each patient invoice as well as a grand total of those invoices.

Note: You can also print more than one unpaid or partially paid invoice from the Outstanding Invoices page by clicking the Print button instead of the Pay button.

To learn more, see Add or update a form or certificate and Take a payment..


Notes, products, and services should be entered on a separate consultation for each patient. When you complete the consultation for the first patient, you can easily select the next patient from the same family on the right side of the consultation page.

To streamline the current work flow of invoicing more than one patient at a time:

  • Each consultation should be marked as ready to be paid before processing any payment. 
  • When the last consultation is marked ready to be paid, click the balance amount on the right side of the window to go to the client’s Outstanding Invoices page.
  • From the Outstanding Invoices page, select the check box next to each invoice to be paid.
  • To pay the invoices, click the Pay
  • Click the green success message to print the invoices.

Tip: You can set up your practice’s Default Invoice template to print or email multiple invoices with a grand total amount. You can either

  • Select _invoice_v3_ as your Default Invoice template in Administration >Company Settings.
  • Update your existing Default Invoice template by replacing the Products/Services table with one of the super form variables that allows you to print or email combined invoices.
    • [invoice_details]
    • [invoice_details_tax_labels]

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TROUBLESHOOTING

If you want to pay more than one client invoice at a time, click the Balance link when viewing a patient, client, or individual consultation. This will bring you to the Outstanding Invoices screen where you can view the client’s unpaid invoices and partly paid invoices, plus any unapplied credits. Select one or more invoices, click the Pay button, and complete the payment details.

Note: If the payment amount is less than the total invoice amount selected, Neo will automatically pay off the oldest invoice first. You can also navigate to the Outstanding Invoice screen when viewing the client and clicking the Collect Payment button.

Tip: You can set up your practice’s Default Invoice template to print or email multiple invoices with a grand total amount. You can either:

  • Select _invoice_v3_ as your Default Invoice template in Administration >Company Settings.
  • Update your existing Default Invoice template by replacing the Products/Services table with one of the super form variables that allows you to print or email combined invoices.
    • [invoice_details]
    • [invoice_details_tax_labels]

To preview the form, you’ll need to select and print preview multiple invoices for a client.

  • From the Financial Activity tab, locate a payment applied to more than one invoice, click the menu button, and select Print.
  • From the Outstanding Invoices page, select 2 or more invoices, and click Print.

You can search by invoice number by entering it in the power search box. 

To learn more, see Power search – search your system.


If you need to update a paid invoice - for example, to change the doctor - the payment must be deleted and the Is this invoice ready to be paid? check box cleared so you can reopen the invoice. After updating the invoice, select the Is this invoice ready to be paid? check box, close the invoice, and then re-enter the payment.

Note: Before deleting a payment, make note of the payment date. To ensure accurate financial records and reporting when you reenter a payment, it is recommended that you backdate the original payment date. Users must have permission to edit consultations to be able to update invoices and deactivate records to be able to delete payments.

For more information, see Update a consultation and Delete a payment.


Prepayments print without a client or patient name because they haven’t been allocated to an invoice.


Because the Business Snapshot only updates nightly, the metrics displayed may vary from those on reports and other related pages. When reviewing draft invoices in Administration > Statements, be sure to change the date range if you’d like to view all of your practice’s draft invoices.


Review the form selected in the Default Invoice (No Prices) field in Administration > Company Settings. There are two forms included with Neo that don’t show prices: __invoice_no_prices__ and __invoice_no_prices_v2__.


Payments, prepayments, and refunds can be backdated to reflect the actual date the payment was made.

For more information, see:


You will not be able to click the Is this invoice ready to be paid? check box if there are any diagnostic products on the invoice that have not been ordered yet.


Products added to a consultation from a grouped procedure template will print on the invoice as one line with the procedure template name and the price as the sum of the line items. To provide an itemized list in the future, ungroup the procedure template from Administration > Procedure Templates.

For more information, see Add a procedure template.

If the consultation is still in draft status, and you have permission to edit consultations, you can add products and services to a consultation with locked notes.

TRACKING OVERPAYMENTS

You cannot edit the amount in the Change box.


To ensure Neo matches your drawer at the end of the day, you first will need to enter the overpayment amount and select the Credit Account checkbox. Then you will refund the overpayment /credit with your Cash payment method.


Option 1: Consultation can be reopened

Permission Required: Delete Payment

This option is recommended for corrections same day as the invoice original close date. If you reopen a consultation on a day other than the original invoice close date, some sales reports will change.

Note: You will not be able to open the consultation if either you do not have the Edit Consultations permission, or your practice has Aged Accounts Receivable enabled and the invoice is permanently closed.

IMPORTANT: If you cannot reopen the consultation, you must use Option 2 below.

  1. Delete the payment from the Financial Activity tab. For more information, see Delete or void a payment.
  2. Open the consultation, if able.
  3. Update the consultation, as needed. Then reclose the consultation.
  4. Click Pay.
  5. Enter the amount the customer paid. You can find the amount in the client’s Financial Activity tab under the Payments column. 

Option 2: Consultation cannot be reopened 

  1. Create a new consultation or refund to correct the mistakes in the paid consultation.
  2. Close the consultation.
  3. You can then handle the under or overpayment, as appropriate.

Permission Required: Delete Payment

  1. Delete the payment from the Financial Activity tab. For more information, see Delete or void a payment.
  2. Click the Collect Payment button. Then select the invoice(s) you’d like to pay.
  3. Click Pay.
  4. Enter the amount the customer paid.
    Note: You can find this in the client’s Financial Activity tab under the Amount column for the payment you just deleted.

The Amount Tendered can be found on the consultation, client’s Financial Activity tab, and the Payment Summary (Cashing Up).


The Change Given can be found on the consultation, client’s Financial Activity tab, and the Payment Summary (Cashing Up).


Yes! Click Print and then click Totals to print the Totals section on the Payment Summary (Cashing Up).


Yes! Click Print and then click Details to print the Totals and Details sections on the Payment Summary (Cashing Up). The following fields are not included in the PDF due to space limitation:

  • invoice IDs
  • payment reference
  • authorization numbers
  • transactions IDs
  • amount tendered
  • overpayments (change given and credits to account).

To view all details that display on the Payment Summary (Cashing Up), click Export CSV to view in a spreadsheet.


No, Change Given transactions are not included in any reports. Payment transactions where change was given back to the client can be found on the Payment Summary (Cashing Up).


Yes, you can review credits left on account in the following reports:

Report 

Includes 

Accounts Receivable  

Credits left on account that have not been allocated  

Aged Accounts Receivable  

Credits left on account that have not been allocated 

Practice Dashboard 

Credits left on account that have been allocated 

  • Payments > Top 5 
  • Payments > Total Payments 

Credits left on account that have not been allocated 

  • Payments > Top 5 
  • Payments > Total Payments 
  • Payments > Outstanding  

Sales Tax Summary – Cash Basis 

Credits left on account that have been allocated