Patient Payments: Enabling and Setting Up Patient Payments

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

This article will walk you through all the steps you need to complete to enable Patient Payments, and set up and manage your Stripe account. You will not be able to take payment in the EMR until you have enabled and set up your account.

Required Permissions: Super Admins

Enable Patient Payments

Before Patient Payments appears in your instance and can be used, you must enable it.

1. To begin, click on your initials and then click Settings. 
   
2. Then click the Instance tab.

3. Scroll down to (or search for) Show Patient Payments in Settings and EMR and select the Show Patient Payments in Settings and EMR checkbox to enable the feature. This checkbox enables the feature and enables payments in the patient's facesheet Select Show Patient Payments in Portal to enable the feature in the Patient Portal (if you do not enable this option, patients will not be able to view payments in the patient portal). Patients must have a patient portal account.
4. Scroll down to the bottom of the page and click Update to save your changes.

Disabling Patient Payments

Click the header to expand the instructions.

• To disable Patient Payments (and remove the ability to interact with, see, or otherwise use the feature), uncheck the Show Patient Payments in Settings and EMR checkbox and click Update. 

  If you have already set up the Stripe integration using the steps below, you do not need to close the account, as there are no fees if no payments are being made. However, if you wish to completely remove the Stripe account, contact Stripe Support. Please have your Stripe account number available. 

  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. 

Create Connected Account 

Once you have enabled Patient Payments in Instance Settings, follow these instructions.

Using Payments in both the Kipu CRM and EMR? You only need to create the account(s) once. Create them in the EMR first for the greatest flexibility in location selection, then contact Kipu Support to connect them to your Kipu CRM.

Before You Begin: How Many Stripe Accounts Are Needed?

Stripe connected accounts must align with bank accounts. Use the table below to determine how many to create.

Your Setup	Stripe Accounts Needed
Single location, single bank account	1
Multiple locations, one shared bank account	1
Multiple locations, separate bank accounts	One per bank account
Locations share a bank account, but have different EINs	One per EIN (use the same bank info for each)

Bank accounts can be edited at any time in the Account Management section. To edit which locations are assigned to which bank accounts, check out the instructions under Adding and Removing Locations from Stripe Accounts below. 

If your facility already has an existing Stripe account, you can use the email associated with it in Step 4 of the Set-Up Steps section. You will be prompted to sign in to your existing account. Once signed in, a new Stripe account will still be made, but you will be able to use the existing login credentials.

Important: If multiple locations share a single Stripe account, you will not be able to set individual settings for each location.

Set-Up Steps

1. To begin, click on your initials and then click Settings. 
   
2. Then click the Billing Audit Tool tab.

3. Next, select Patient Payments.

4. Complete the Create Connected Account section on the right of the screen. Fields indicated with an asterisk (*) are required. 

   Instance Name: Auto-populates based on the instance for single instances or on the current location selected for master instances. Locations: Select the location (or locations) that will be associated with the Stripe account.   Email Address: This email address should belong to a user who will regularly access the account. Each Stripe account is managed by the email and password set here. Super admins without access to the email/password will not be able to access this account.  Account Name: This name will only appear in the Account Management section (we recommend using the name of the facility or location for clarity). You will be able to edit the account name later. Click Create Account.

5. The Account Management section will appear on the left when this section is successfully completed. Make sure you follow the steps below to finish setup.

Troubleshooting

• If you have trouble with this section of set-up, please contact Kipu Support.
• If the user who created this account leaves your facility, ideally, the authentication information would be changed in the Authentication section of Account Management before they leave. If not, contact Stripe support for an authentication reset. There will be an authentication process with Stripe to prove that you should have access to the account.

Adding and Removing Locations from Stripe Accounts

Click on the header to expand the instructions.

• 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
    Click on the Select Locations for this Account drop-down and choose the desired location from the drop-down. This location cannot be already associated with a Stripe account.	Click on the x next to the name and click Save Changes.
    The location is now added. Click Save Changes to preserve the edit.	The location has been removed.
    The location has been successfully added to the Stripe Account.	If you want to remove 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.

Account Management

Once you have created the connected account, you'll have access to the Account Management section.  Here, you'll enter your facility's verification information, bank details, business ownership, and other information Stripe needs to have before you can receive payments.

For the next set-up stage, you will need the following information available:

• Bank Account information for your facility 
• PDF scans of original documents such as passports or driver's licenses, IRS tax letters, and other company information.

For a complete list of acceptable verification documents and formats, check out Stripe's article here.

Kipu Support cannot assist with verification documents or business details. Because of the sensitive nature of this information, Kipu Support cannot enter data for you or receive copies of these documents. Do not send them to Kipu Support. If you encounter errors or have general questions about the process, Kipu Support can help with those.

1. Once you have created the connected account, you will see the option to sign in on the left. Click the Sign in to see details button and enter the email you created in the steps above. If you do not see the sign in option, try refreshing the page.

   

2. You will see the following options and must complete each section. Click Edit or Add to add or update information.

   

   • Items will have the red Incomplete tag until all necessary fields have been completed. If any sections still have the incomplete tag, or if they have been completed but failed to verify, you will not be able to request or receive funds. If there are issues with your account verification, Stripe may ask for specific documentation. Otherwise, as long as you enter the information correctly, verification should be a quick process.

Click on the headers below to expand each section.

• In the Business Type section, choose the correct business type options for your account. Follow the instructions on your screen. You can access Stripe's support articles directly from the Kipu Instance, but we have provided links here as well. 

  • If you choose Individual or Nonprofit Organization, you can simply click Save and continue to the next section.
    
  • If you choose Company, select the correct Business Structure option from the drop-down. The choice you select here will also impact the view you see in the Management and Ownership section.
    
  • Click Save.
    
  • The information entered here will appear in the Account Management section. 
    • Company
    • Individual
    • Nonprofit

  For more information on business types and business structure, check out Stripe's help article here.

• This section requires you to provide business information to verify the account. Follow the instructions on your screen. You can access Stripe's support articles directly from the Kipu Instance, but we have provided links here as well. 

  Legal Business Name: This is the legal name of the business as indicated on IRS-issued documentation. Capitalization and punctuation must match exactly. If your facility operates under a Doing Business As (DBA) name, use that name here. Employer Identification Number (EIN): Enter the EIN for the location. Business Address: Enter the address of the location. Click here to access Stripe's help article. Industry: Use the drop-down options or type in the industry field to locate the correct option. (Medical or Mental Health Services will likely return the most accurate results. Business Website: Enter the location's website. This website must be live, publicly accessible, load without errors, and not be behind a login wall.  The website must contain the facility's name, physical address, contact information, and a clear description of the services provided (e.g., addiction treatment, counseling, behavioral health, etc.). If your facility does not have a website, a verified Google Business listing, or a dedicated profile page that clearly identifies the facility and its services can be used instead. Social media pages, coming soon pages, and internal portals cannot be used. Product Description: Use clear, specific language to describe the services you provide and charge for. We recommend including your state behavioral health or substance abuse treatment license number in the description, as well as your NPI number if you have one. Avoid vague descriptions like "healthcare services" or "medical provider". Avoid using the following keywords unless they genuinely describe the primary business, as they can trigger extended compliance reviews and additional documentation. Telehealth/Telemedicine Pharmacy/Dispensing Controlled Substances/e-Prescribing Click Save to record and verify your entries.

  The information entered here will appear in the Account Management section. 

  

• The information added in this section will be viewable in payment statements, invoices, and receipts. Follow the instructions on your screen. You can access Stripe's support articles directly from the Kipu Instance, but we have provided links here as well. 

  Statement Descriptor Statement Descriptor: The business name that appears on your patients' credit billing statements. This name should be the same as (or similar to) your recognizable business name to avoid disputes. For detailed instructions on statement descriptors, check out Stripe's help article here. Shortened Descriptor: This field is optional, but when present appears on statements when added for individual products.

  Customer Support Customer Support Phone Number: Enter the contact number patients should call. This information should match the contact information displayed on your website and social media (if any). To display this number on the receipt, enable the toggle. Customer Support Address: This address should match the location listed on your website and social media (if any). Customer Support Email: You can add a support email that will appear on the payment receipt. Click Save to log your entries.

• This section will only appear if you chose Individual in the Business Type section.

  Legal Name: Your legal name Email Address: Your email address Date of Birth: Your date of birth Home Address: Your home address Phone Number: Your phone number Last 4 Digits of Social Security number: The last four digits of your Social Security number. This information is required by Stripe to meet regulatory obligations. Click Submit to save.

  The information entered here will appear in the Account Management section. 

  

• The Management and Ownership section should be filled out with the information of the owner of the facility as it appears on record with government agencies such as the IRS.

  • To begin, click Edit next to the Account Representative. This user will be assigned as the account representative. (You will be able to add owners and change the account representative as needed.) 

    

    • Sole Proprietorship/Single-member LLC

      Legal Name: The legal name of the owner Email Address: The owner's email address on record Date of Birth: The owner's date of birth Home Address: The owner's home address Phone Number: The owner's phone number Last 4 Digits of Social Security number: The last four digits of the owner's Social Security. This information is required by Stripe to meet regulatory obligations. Provide a government-issued ID number instead: If you prefer to enter an ID number, click on this text and enter the ID number. Click Submit to save and verify.

    • Multi-Member LLC/Private Partnership/Private Corporation/Other/I'm Not Sure

      	The fields are the same as they are for Sole Proprietorship/Single-member LLC, but there is an additional Job Title field. Type the correct job title into the field and click Submit. Once you have submitted the account representative's details, if they also are an owner, you can click the Edit button by their name. Select the This person owns 25% or more of the company. checkbox and then click Submit again. That individual will now be listed as both account representative and owner.
      	To add additional owners, click Add an owner.
      	Enter the owner's legal first and last name, and their email address. Then click Add. Repeat as needed.
      	You can add new owners at any time by clicking the Add an Owner button and completing the same steps.

    • The information entered here will appear in the Account Management section. 

      

      Once you have entered more than one individual, the person designated as the account representative will display and the other individuals can be viewed by clicking on the Show x more person text.

      The other individuals will display, and can be collapsed again as needed.

      For instructions on editing and especially removing managers and owners, check out this article.

• Before money can be paid out to your location's bank account, you must set up the bank account. You will need your bank and bank account information on hand.

  The bank account provided must be a business account in your facility's legal business name. If the name on the bank account does not exactly match the legal business name provided during setup, your account will be flagged for additional verification. 
  
  If your account is flagged, you can resolve the issue by uploading a bank letter, voided check, or bank statement showing that the account is owned by the business.

  1. To begin, click Add in the Payout Details section.
  2. Next, locate your bank in the list, or by using the Search bar, select it, and click Save.
  3. Click Agree and Continue. 
     
  4. Enter your bank's routing number and the account number for the account. Then enter the account number again to confirm the number. Click Save. 
     
  5. Enter a Payout Statement Descriptor. Because this name will be shown in bank statements, we recommend making the name something easily identifiable. Click Save.
     
  6. Once the account is successfully set up, it will appear in the Payout Details section.

  Enter Bank Manually

  Alternatively, you can manually enter information by clicking the Enter bank details manually button. 

  

  Then enter your bank information.

  Enter your bank's routing number. Enter your bank account number. Add the account number again to confirm correct entry. Click Submit.

  If you already have bank account information in other locations in a single instance, you will also be able to use banks added there. 
  

  Edit or Add Additional Accounts

  You can edit the existing payout account or add another one by clicking Edit.

• The email and phone number entered in the Authentication will be used for 2 Factor Authentication (2FA) for the account. Click Edit and choose Edit Email or Edit Phone Number. Be sure to save. Once set up, you will be required to enter the verification code sent to the email or phone number entered to access Account Management.

  

  If the individual whose information is entered is in the Authentication section leaves the organization, ideally, they will update the authentication email and phone number to the information of a user who is remaining at the organization before they leave to allow for uninterrupted authentication services. However, if this information is not changed, contact Stripe support.

Once all sections have been successfully completed and verified, click on the Onboarding tab.

Troubleshooting

• If, for some reason, you cannot edit a field in the Account Management section, contact Kipu Support. Because of the sensitive nature of this information, they will not be able to enter the information for you, but they will be able to help identify why a field isn't editable.

Onboarding

Once you have successfully filled out and verified the information in the Account Management tab, click the Onboarding tab. 

1. Review the information and click Edit to make any necessary changes. When you have completed the review, click Agree and Submit.
2. You will be automatically redirected to the Account Management tab and will see the text "The account has exited onboarding."

Once you have completed all of these steps, your account is set up. If you need to test the set-up, we recommend sending very small sums using a personal or company credit card.