Keywords: Orthobanc, Orthobanc payments, download payments, Orthobanc provider, responsible party, Orthobanc patient ID, view archive, sync date
Summary
This article covers how Orthobanc integrates with Cloud 9, how to set up Orthobanc for a patient, how to download and post payments through the Orthobanc Payments Queue, and how to troubleshoot a failed download.
Overview
Orthobanc is a payment management partner integrated with Cloud 9. It handles patient payment plans, processes recurring payments automatically, and follows up on failed payments. Practices using Orthobanc access the Orthobanc Payments window in Cloud 9 to download and post payments directly to patient ledgers and view past payment history, streamlining financial workflows and reducing manual follow-up.
Note: Orthobanc setup must be completed by the Implementations team before the office can use it. Once setup is complete, the Orthobanc provider information will be available in Edit > Setup > Orthobanc Providers. These settings should not be changed once they are in place unless advised to for a specific reason.
Setting Up Orthobanc for a Patient
Once the Orthobanc integration has been set up by Implementations, the next step is to add the Orthobanc information for each patient. There are two places this needs to be configured.
Patient Record
Navigate to Edit > Patient after looking up the patient. At the bottom of the left column there are two fields:
- Orthobanc Provider: Select the appropriate Orthobanc account for this patient. If your office has more than one location or account, the options may appear as something like Orthobanc Long Beach or Orthobanc1.
- Orthobanc Patient ID: Enter the patient's Orthobanc Patient ID. This is provided by Orthobanc and must be entered exactly as given.
Responsible Party Record
- Navigate to Edit > Patient > Relationships tab.
- Click on the responsible party and click Edit.
- On the right side of the screen there will be a field called Orthobanc Resp ID. Enter the responsible party's Orthobanc ID here. This is provided by Orthobanc.
- Click OK and save the changes on the patient record.
Once both fields are entered, any payments made to Orthobanc under that Patient ID and Responsible Party ID will be collected when payments are downloaded from the Orthobanc Payments Queue.
Accessing the Orthobanc Payments Queue
Navigate to Financial > Orthobanc Payments to open the Orthobanc Payments Queue.
The queue has two sections: Download Payments on the left and View Archive on the right.
Downloading Payments
In the Download Payments section, complete the following fields before downloading:
- Posting Location: Select the location payments should post to. To download for all locations select Patient Location.
- Orthobanc Provider: Select the appropriate Orthobanc provider based on your setup in Edit > Setup > Orthobanc Providers. Your practice may have one or multiple providers listed.
- Treating Provider: Select a specific provider or choose Patient Provider to download for all providers.
Once the fields are set, click Download Payments. All payments made by the patient's financially responsible party through Orthobanc will be pulled in and posted to the ledger.
It is worth noting that there are no bounce backs or returns to worry about. A payment either exists in Orthobanc and will post to the ledger, or it does not exist and there is nothing to pull in. This keeps the process straightforward.
Viewing the Payment Archive
The View Archive section on the right side of the queue lets you review past imported payments. Enter a Start Date and End Date and click View Archive to pull up the results.
Each payment in the archive includes the following information:
- Import Date
- Patient Name
- Responsible Party Name
- Orthobanc Provider ID
- Payment Method
- Orthobanc Transaction Type
- Status
- Amount
- Orthobanc Transaction Date
- Orthobanc Statement Date
Troubleshooting a Failed Download
If a download fails, wait a minute and try again. If it continues to fail, there is limited troubleshooting Cloud 9 can do, but the following step is worth trying before contacting Orthobanc:
Check the last sync date in Orthobanc. Then navigate to Edit > Setup > Orthobanc Providers and update the Sync Date to just before the last known sync date and save the changes. Refresh the browser, log back into Cloud 9, and attempt the download again.
If the download still fails after adjusting the sync date, contact Orthobanc Support: 1 (888) 758-0585.
As always, if you have any further questions, please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.