Heartland How to's

Heartland info and How to's

Info:

Info Central: As a Heartland customer you will have easy access to your transactions using "Info Central" - which is an online dashboard for managing your transactions, batched data, declines, reports, etc. - ask Heartland Customer Service about how to access this.

Heartland Portico: Web-based Heartland processing. If you receive EOB debit cards for multiple patients and need to process the debit card to the clinic bank acct you would use Portico. Contact your Heartland rep, to set this up.

** Only ONE PAX device may be used in a Clinic, so you will need to make sure your PAX device is connected to the most appropriate PC  

Batch Close:

Your software will send a prompt to your PAX device to send the batches to Heartland at 11 pm your time. This will guarantee 2  Business days delivery of funds into the Provider's bank account set up with Heartland.

If you would like your funds delivered on the Next business day, you will need to go to your Software Toolbar > Administration > click on Heartland Batch Close to push out all posted payments for the day from your software to Heartland.

NOTE: You will see the saved credit card info in past payment methods once the credit card has been swiped or chip entered only. You will not see save credit card info if you manually type in info.

If you need to Batch from your Pax Device to clear your terminal, you can also perform a batch close from your Pax device directly

• Hold Function button down and Hit #1 button at the same time (this unlocks)

• On the device hit the menu button

• Type in 916860 when prompted for the password.

• Hit the button that says host settings (I think its number 4)

• Type in 916860 when prompted

• Hit the green ok button then the down arrow and select Batch close

Posting a Payment:

When you want to collect payments in your software you can post a payment here:

1. Open a patient file > open Ledger tab > open Payment tab > click on POST
2. In the Patient Visit Screen> click on Payments > when done you must CHECK OUT
3. If in OTC (Over the Counter) you can take a payment there as well

Once you are in the Post Payment screen see typical flow:

• Select option Credit
• Add all other info
• Check the box Request a Token for new credit cards (first time card is ran) if box is not checked the card will not be saved for future payments or care plans.
• Click post
• Pax device will say processing
• The PAX machine will say insert card (chip or swipe)
• The PAX Machine will process payment
• Then ask for signature (patient will use the stylus)
• Hit ok
• You will see Finished on your software screen
• Click on OK
• Then payment is saved into the patient's ledger in your software

NOTE: Once you create the token for a new or updated card, you will NOT need to check the Token box again, UNLESS you need to update the card.

*IF a patient wants a card used for multiple cases or family patient files, you will need to run the card on each file/case you would like the card stored on

Current Credit Card has expired 

• Patient - Ledger- Payments - Move OLD or expired credit card to Past Payment Ignore List
• When in Patient Ledger - Payments - Check the box called "Request a Token"
• Enter all standard info, clinic, amount, select Credit, and click on one of the Post Payment buttons
• Follow the instructions on the PAX device and click ok when done
• IF YOU HAVE A CARE PLAN WITH AUTO DEBIT or RECURRING PAYMENTS SET UP FOR THIS PATIENT: Once you have created the token and swiped the new card and completed the payment
• Go to the patient - care plan tab to edit the payment method (credit card) that is currently associated with this plan
• In Care plan tab go to Auto Debit Payments - click Edit
• Go to the Past Payment Method drop-down menu and select the New credit card and Save

Manually Entering a Credit Card Payment

Once you are in the Post Payment screen:

• Select option Credit
• Add all other info
• Click post
• Pax device will say processing
• The PAX machine will say insert card (chip or swipe) - instead, type in the credit card number
• It then asks you for address, zip code, CSV, etc
  • if you do not have the address on the credit card you can hit enter to bypass the address and just add zip
• Once all info is typed in - PAX will process payment 
• Pax will feedback to CoAction and post on the ledger

Voiding a payment

If you have posted payment in error and would like to Void the ENTIRE transaction follow these steps:

In the patients file > ledger > payments screen:

• Highlight the invalid payment line item (even if it is already highlighted)
• Now you will see the Void button active (not grey)
• Click on Void
• You will see a pop up appear in your software with instructions
• The PAX device will ask for a number (you will see the number on the pop up in your software)
• ex: enter 1 when prompted on the PAX device (the number may change next time you void something)
• Once you are done on the PAX, your software will change to say OK
• Click OK and your software removes the entire transaction from the ledger/payment screen

Refunding a Payment

If you need to refund a patient, follow these steps:

In the patients file > ledger > payments screen:

• Highlight the credit card charge line item that you need to refund (even if it is already highlighted)
• Click on Refund 
• You will see either a pop up to enter the refund amount>click ok

• PAX will ask you to swipe a credit card or type in credit card info. If you have to manually enter the card number provided by the patient, you will need the CC number and Expiration Date. The PAX may ask you for the patient's address and/or zip code but, you can enter past those. 

If the Refund does not process, please contact support.

How to Remove a Credit Card from Being Stored

If a patient requests that you remove a credit card from your saved list follow these steps:

In the patients file > ledger > payments screen:

• Click on the button called Past Payment Ignore List
• Saved credit cards will be on the left
• Highlight the credit card to be removed from the past payment list
• Click on right arrow >
• The credit card will now be moved to the right on the Do Not Show list
• Click on Save

Auto-Debits

After a patient's CC has been saved as a past payment method, you can set the patient up on a care plan with auto-debits. 

• You will select "Automatically Charge Patient's Credit Card" option
• Select their past payment method from the drop-down
• Choose date the first auto-debit should be taken on
• Select Next

Health Savings Accounts (HSA) and Auto-Debits

Patients utilizing HSA cards for Care Plan payments CANNOT be placed on Auto-debits.

The reason for this is because when an auto-debit for payment is sent, the system will request the full amount due. If the HSA account does not have the full amount available, it will send what is available.

When a patient wants to be on a care plan with monthly/weekly payments, the HSA account needs to be called to verify funds before the payment is submitted, so the correct amount can be entered when running the payment.  Then the patient will either pay the rest of the amount due out of pocket or the remaining amount of the payment will sit as a balance due until more funds are provided to the HSA card.

When using auto-debits for care plans, make sure to check out the Auto Debit Report. 

- Support Information -

 If you have any questions or need assistance with this process please contact Support by:

Live chat: Click the 'Support Portal' button in your main toolbar (on left-hand side) within the software, click the green 'Support' box in bottom right of screen.

***This has the fastest response time***

Phone: [phone]

Email: [e-mail]