When a Patient calls into the IVR system they will be asked how they would like their call directed, either to a customer support agent, if they have questions, or if they would like to make a payment. If they would like to make a payment they will provide their account number and then they will be provided with what they owe. The patient will be informed of a different amount due depending on the status of their account. These statuses are:
- Account not on Payment Plan - The patient would be informed about the total account balance, which would be what is currently due
- Account on Payment Plan - The patient would be informed about the amount due for that month
- Account on Payment Plan and Amount not on PP - The patient would be informed about the total amount due which is comprised of the amount of the scheduled payment plus whatever in not on the Payment Plan
From here the patient would be able to make a payment (partial or full) on their account by entering in their payment information and following the IVR prompts. The patient can only make payments through this system and will not be able to create a payment plan through the IVR. If the patient wants to set up a Payment Plan they should select the option to speak to a Service Representative. Please note that the IVR system will only accept Credit Card payments.