Kipu Payments: FAQs

This feature is currently in limited release to a select group of clients and will be rolling out to everyone in the coming months.

General FAQs

• The existing Stripe integration exists only in the EMR, only supports taking payments, and account owners access their accounts directly through Stripe. If you use this integration, the behavior, access, and process is not affected by Kipu Payments in any way. Continue using the feature as normal. 

  The new Kipu Payments product, powered by Stripe, is a full integration of Stripe into the Kipu Platform. In addition to the payment features (taking payments directly from the Patient Portal, refunding payments, managing disputes, etc.), accounts are created and managed directly from Kipu (EMR, CRM, RCM). Please note that these features will be rolled out gradually. 

  You can use both Stripe features at the same time, just note that if you use both, they will not share any information (account, payment, payout, etc.) back and forth between the two accounts in the EMR. You can, however, have both Stripe accounts attached to the same bank account and EIN. 

• Yes. To utilize new features (fuller integration, storing payment methods, sharing payment links, patients paying in the Patient Portal, etc.), you will need to create a new Stripe account.

  However, you can continue using your existing account and existing functionality, as Kipu will not deprecate any features until the full Kipu Payments solution is live and covers all workflows. 

  Note: There is no way to migrate your patient ledger Stripe integration information to your Kipu Payments integration, you need to create a new Stripe account.

• You cannot migrate an existing account to a Kipu Stripe account (whether it is a separate, standalone account, or one that is connected to Kipu in our currently offered integration).

  However, you can use the same bank account, EIN, etc. for both accounts.

• Upon Kipu Payment go-live, existing Stripe settings will not change. They have not been touched in this update.

  New Stripe (Patient Payments) settings will live in Instance settings in the EMR (for enablement) and then Billing/Ledger settings for account creation and management.

• The initial launch in January will include a Payments List, which you can use to manually enter payments into your billing systems.

  We are planning to add a capability that sends payments made through Kipu Payments to CMD, the EMR ledger, and the RCM ledger automatically. Integration with the CRM is also on the way.

• Stripe accounts are created at the bank account level, meaning that if there are multiple locations per instance, and each one uses a different bank account, you'll need to create a Stripe account for each bank account under Settings > Billing Audit Tool > Patient Payments for each location. If you use one bank account for multiple locations, you can choose all the locations to associate with the account upon initial creation.
  
  Should you need to adjust the bank account associated with a Stripe account, you can do so at any time through the Account Management module within the Kipu system. For further assistance on account and bank account management, contact Support. 
  • Note: In the rare instance where locations share a bank account, but have different EINs, you should create separate Kipu Payment accounts for each location with a different EIN. You will be able to enter the same bank account information for each location during the setup process. 

• All information must be entered and verified by Stripe in order for your account to be fully functional. If you are having issues, navigate to the Account Management section and review both the Account Management and Onboarding tabs. If any section is labeled Incomplete or Unverified, you’ll need to click into the section and update your information.

  If you continue to experience issues, we recommend contacting Stripe directly.

• Kipu Payments allows for the configuration of payment options at the Stripe account level. Stripe accepts Visa, Mastercard, American Express, Diners, and Discover cards, and bank transfer (ACH Direct Debit only).
  
  Stripe also supports HSA/FSA card processing, however EBT card processing is not supported.

  Is there a different payment your organization would like to accept? Let us know! Both Kipu and Stripe are committed to enhancing your payment experience.

• Stripe operates on a transactional fee model, which means that there are no costs or contractual obligations associated with creating an account. Instead, Stripe charges fees based on the payment method. Check out this article for more information.

  Kipu currently does not charge separate fees.

  All fees and transaction costs are deducted from payments at the time of processing.

• Ideally, before the individual leaves, they will login (through Kipu) and edit the Authentication information to a new designated individual.

  If that is not possible, you will need to reach out to Stripe directly for support in updating your account.

• You can find your Stripe account number by navigating to Settings > Billing Audit Tool > Patient Payments.

  Under the Create Connected Account section is an expandable section called Existing accounts. Click on it to expand, and then locate the Stripe Account ID. 
  

• Yes! You can both add and remove locations from a Stripe Account. From the Patient Payments tab, under the Create Connected Account section, is an expandable section called Existing Accounts. 

  Click on Existing Accounts to expand the section.

  Then click Edit next to the desired Stripe account.

  • From the edit view, you can both add and remove locations. Keep in mind that any changes made will only reflect on your account(s) going forward. Existing payments and activities will not reflect the changes.

    Add a Location	Remove a Location
    To add a location, click on the Select Locations for this Account drop-down and choose the desired location from the drop-down.	To remove a location, click on the x next to the name and click Save Changes.
    As you can see, the location has been added. Click Save Changes to preserve the edit..	As you can see, the location has been removed.
    The location has been successfully added to the Stripe Account.	Note: If you are removing a location from a Stripe account that only has one location, you must either add a location that is not already tied to a Stripe Account or, if you do not want any location associated with the account, or do not have another location you can add, contact Kipu Support.  You will not be able to save changes without a location selected.

• No! If you plan to use Payments in both the Kipu CRM and EMR, you only need to create the necessary account (or accounts, depending on your location set-up) once. We recommend creating these accounts in the EMR for the best flexibility around location selection.

  Once you have created your account(s), please reach out to Kipu Support to connect them to your Kipu CRM.

CollaborateMD FAQs

• The Kipu Payments team is creating a table for users in the EMR (Account Management) that will show if the patient exists in CMD, and if the payment collected was successfully sent via API to CMD.

• All payments made through Kipu Payments will be tracked in the Kipu Payments Payment History. This section is available on patient facesheets, in Account Management, and in the EMR Patient Portal.

  Information on the payment being received in CMD will be available in Account Management.

• No! Stripe allows facilities to process through multiple processors, so you can still use other processors to create Stripe accounts!

• Discontinuing processors outside of Stripe and Kipu Payments should be done by the facilities directly with the processor or CMD. Kipu Payments will not assist in the management of other processors or merchants.

  If your facility creates a Kipu Payments account, powered by Stripe, and wants to turn it off, the Payments team can assist.

• You can use multiple vendors for payment processing, as long as the existing vendors do not have exclusivity clauses. Facilities should review their existing contracts before creating Stripe accounts to use Kipu Payments.
• Correct. The CMD Payment Portal will remain connected to the CMD processor(s). Kipu Payments cannot be accessed or utilized in the CMD portal itself.
• No. This integration is included for all integrated instances.
• Always as Patient Payments.

• No, at this time users will need to manually apply the credit to the balance they'd like.

  Payments sent from Kipu Payments to CMD are stored as unapplied credits on the patient’s CMD account.

  Once the credit is available in CMD (near real-time to payment being taken in Kipu Payments), the credit can be applied to any balance that exists in CMD.

• Yes! This is a great way for the user to add notes about which balance/claim item a payment is intended to cover.

Sunbit FAQs

For Sunbit FAQs, check out this article.