I took a payment under the wrong patient? What do I do?

👉 Part 1: Users without OpenEdge integration

You have two options:

Option 1: Transfer the payment to the correct patient

1. If the payment was already applied to a visit, convert it to an Unapplied Credit (UAC):
   • Click the DOS → locate the Patient Payment → click the ⋮ (3 dots) → select Convert to UAC.
2. Close the encounter. The payment will now appear in the UAC field.
3. Click the ⋮ (3 dots) on the UAC line → select Transfer Payment.
4. Enter the correct patient name and the amount → complete the transfer.

Note: Although transferring a payment from the wrong patient account to the correct patient account is an option. This will not log a receipt in the correct patient account, since that is not where the payment originated. To provide proof of payment, you can share the patient’s account ledger.

Option 2: Delete the payment and reapply

1. Note all relevant payment details (Credit Card, Check, Money Order) for documentation.
2. If applied to a visit:
   • Click the DOS → in Encounter Details, locate the payment → check the box next to it → click Delete.
3. If it is an Unapplied Credit:
   • Click Date(s) on the UAC line → in UAC Management, locate the payment → click the 3 dots or trash icon (for bulk delete).
4. Apply the payment to the correct patient account:
   • If the visit exists → use Patient Payment
   • If the visit does not exist → apply as Unapplied Credit
     

👉 Part 2: Users with the OpenEdge integration.

Did you process a credit card payment through OpenEdge/Global Payments and realize it was applied to the wrong patient account?

Watch the video below for a step-by-step demonstration for different scenarios you may encounter.