Here you'll find step by step instructions on how to handle instances when patients come into the office and are wanting to renew their plan while there is a pending plan change in effect on the account.
You will likely see this 'change pending' status for most of your existing members as your office has recently increased your membership plan rates. We want to ensure that all members are renewing at the most up to date rates, not the old rates. Their accounts are set to automatically renew when their specific 12 month term ends. Here are the series of clicks you'll want to take if you're making changes to that 12 month term, or in other words, opting the patient into an early renewal:
1. Open the member account and locate the 'change pending' link
2. Cancel the pending change
3. Type in your full name and be sure to click the 'cancel plan change' button.
4. Proceed to perform a new change to the plan by clicking the 'change plan' link
5. Select the plan, and then indicate when you want the change to go into effect. Assuming we're keeping the member on the SAME plan for the renewal, select the same plan name. Assuming you want to renew the patient's term early, you'll indicate that you want the change to go into effect "Immediately". Then click NEXT.
6. Note that the system is outlining the change, and it should show the new, or updated, higher rate on the new plan. If the system is NOT displaying the correct math in the field where it's outlining the amount "To be charged today: $X.xx" then be sure to click the box to "Disable Charge/Refund". Type in your name and click the 'change plan' button.
7. Proceed with charging the member's card on file with the correct amount for the new plan rate.
8. You get to indicate that exact rate on the next screen (pictured below). The "Other" option can be selected as the "Reason:" and in the description I'll recommend typing out "early term renewal". Type in your name and click the "charge" button to proceed with charging your member for their early term renewal.
9. Double check the member's plan details outlined below. Ensure that the dates and amounts are correct.
Remember that if you need help with a specific member's account, it's always best to use the blue link found directly on their account which reads, "Need Help? Email DHQ" and our support team will provide assistance.