Payment Plan Management at a Glance

Incomplete – This status will appear if HFD is missing any application requirements or the documents are missing signatures. Contact the Provider Success team via phone, chat, or email for more information.
Pre-Qualified - The applicant is pre-qualified and can move forward in the application process.
Not Pre-Qualified - The applicant has not been pre-qualified and no offers exist for this applicant.
PreFlight – The initial treatment data has been received but the applicant has not proceeded to underwriting on the Easy Application.
Approved – The patient application has been approved and we are awaiting signed finance documents.
Declined – A declination means the patient did not meet the application requirements, has an open bankruptcy, or there was a problem pulling their credit report.
Canceled- The account has been canceled before the payment plan was activated.
Expired – An application was completed but no action was taken. Applications are good for 90 days from submission.

Payment Plan Status

Payment plan status is where the patient account stands in the repayment process. Below is a list of statuses and what they mean to you.

On Track– The patient/client payment plan has been set up and they are actively paying on their account.
Past Due – At least 1 payment has been missed on the patient/client account. The patient can make a payment via the customer portal, or process a payment via the provider portal.
Pre- Collections – At least 3 payments have been missed on the patient/client account. The patient is now at risk of being transferred to collections. A payment can be made via the customer portal or process a payment via the provider portal.
- Note: HFD makes every attempt to cure past due accounts in the form of; phone calls, text messages, emails, and letters.
Paid in Full– The patient has completed their payment plan and you have now been fully funded. Horray!
Canceled- The payment plan was canceled after activation by your administrator. All payments drafted have been refunded, if necessary.
Bankrupt – A bankruptcy filing notification has been received. The payment plan has been placed on hold pending the outcome.
Deceased – HFD has received notification that the patient has passed away. If there is no co-applicant the payment plan will be written off.
Collections – The patient has met the minimum days since the last payment and has been transferred to the collection agency preferred by the account administrator.
Transferred to Provider – The account has either been transferred at the administrator’s request or has met the minimum days since the last payment and has been transferred back to your office for outside collections.

Manage Individual Payment Plans

View Approved Offers

View approved offers after applicants have been presented their offers. This is designed to give you more visibility into the options your applicants are seeing, making it easier to stay aligned and informed throughout the process.

How to access approved offers

Once offers have been presented to the applicant:
- Log in to the Provider Portal
- Select the Payment Plans in the navigation menu and find the payment plan you wish to view
- From the Actions Menu, click View Approved Offers

This option will stay visible even after the payment plan has been activated.

Processing Payments in Provider Portal

If the patient’s payment plan is activated, each user will have the ability to take payments on a patient payment plan right from the patient’s account details page.

‼️Remember, you’ll need authorization from the patient to process a payment on their account.

Use the search bar at the top of the grid to find the payment plan click on that HFD ID
Select Make A Payment just under the patient’s name and address

Select from the credit or debit cards already on file or add a new one

Once the card is selected, I dialog box will appear with the option to pay the outstanding balance or a custom amount.
For accounts in an active payment status, choose how you would like the payment applied:
- Principal – Applies as an additional payment to the principal balance at the end of the payment plan term. It does not satisfy the current payment due.
- Next Payment – Applies to the next scheduled payment due.

Click Make Payment

A result message will appear with the processing results
Upon successful payment, the payment is then posted to the patient’s account and a note will appear in the timeline

View Detailed Balance Information

Detailed balance information is visible in the financial information section of the payment plan.

View information like:

Note: If a customer wishes to pay their account in full, please direct the customer to HFD at 877-874-3877

Original Terms

Promotional Offers
Monthly payment amount
Next payment date
Principal and Interest Collected
Merchant Fees
Unpaid fees
Past due balance

View Payment Activity

In each customer account, there is a timeline of events where most account activity can be found, including:

Auto payments processed (approved or declined)
Approved one-time payments
Fee Waivers
Adjustment Activity with Status

View Customer Portal Account

If a customer has registered in the HFD Customer Portal, their account can be “spoofed” by a provider portal user.

A button will be visible in the patient’s account that when clicked will take the user to the Customer Portal.

Simply log in with your HFD Provider Portal login

The user can now access all information that is visible to the patient.

Note: Updates and payments cannot be made by the provider here