Finding patients and merging profiles

Many FOX patients have more than one ID, because different FOX systems assign their own numbers. This article explains how SynchPay keeps those IDs on a single patient profile, how to search for a patient, and what to do if you find a duplicate.

A SynchPay patient profile can hold any number of external IDs. In FOX's data, you'll usually see two types:

• IDs that start with 10, from one FOX system

• IDs with two leading zeros, from another

When both IDs belong to the same person, they appear together on one profile, and all of that patient's SynchPay payments appear in one place. You no longer need to search by payment ID or check several channels to find a patient's payments.

1. Select Customers in the left menu.

2. Type the patient's name, patient account number, any external ID, or email address in the search box.

3. The list updates as you type. You don't need to press Enter.

4. Select the patient to open their profile.

• Contact and billing information on the left. Edit it like any other patient record.

• SSN (last four digits only). This fills in automatically when the patient verifies their identity for an account-to-account (A2A) payment. Staff don't enter it.

• Payment options on the right: card or A2A.

• Saved cards. If a patient asks you to remove a card, select the X next to it.

• Saved bank accounts the patient linked through SynchPay.

• Payment history at the bottom.

When FOX's patient list was loaded into SynchPay, records were combined automatically when the first name, last name, and address all matched.

Many records in the original file had only a city and state, not a full street address, so some patients may still appear twice. That will improve as more billing addresses come over from InstaMed.

1. Don't create a new profile and don't take payment on both records.

2. Write down the external IDs on both profiles.

3. Send them to SynchPay support at support@synchpay.com or through the Requests tab, and ask for the profiles to be merged.

4. Until they're merged, take payments on the profile with the most complete information.

Protect patient information: In support requests, include only the patient's name and external IDs. Never include full card numbers, bank account numbers, or Social Security numbers.

Automatic matching is only as good as the data behind it. When a patient calls, confirm and update their full street address, email, and mobile number. Complete addresses help SynchPay match records correctly, and correct contact information makes sure receipts, refund notices, and payment links reach the patient.

• Why don't I see a patient's older payments? Payments made in InstaMed before launch aren't in SynchPay. Check InstaMed for that history.

• A patient has a new ID from a FOX system. Can I add it? Contact SynchPay support to add it to the existing profile.

• Can I merge two profiles myself? Send merge requests to SynchPay support.