Understanding Patient Account and Payment Status

In order to monitor where your patient's payment plan, you'll first need to know the meaning of each status.

Account Status

Status is where the patient account stands in the application or payment plan process. Below is a list of status' and what the mean to you.

  • 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
  • Credit Inquiry Failure - HFD was unable to pull the patient's credit report. In this instance, you'll need to re-process the application or contact Provider Support for assistance.
  • Credit Review - This means that the application did not immediately meet the credit requirements and requires further review from the Credit team. A final application decision will be rendered within 10 minutes, during normal business hours. In many cases, a co-applicant can be added to help the patient qualify for financing. 
  • 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. In many instances this indicates the patient did not meet the income requirements, has an open bankruptcy, or there was a problem pulling their credit report.  In some cases, a co-applicant can be added to help the patient qualify for financing.
  • Documents Received - The finance documents have been signed and received by HFD. The patient is now ready to receive treatment. Don't forget to collect the down payment!
  • Activated - The payment plan has been activated and HFD has set up the patient's payment plan and will begin billing the customer on their agreed-upon payment date.
  • Cancelled- 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 Status

Status is where the patient account stands in the application or payment plan process. Below is a list of status' and what the mean to you.

  • Active - The patients payment plan has been set up and they are actively paying on their account.
  • Late - At least 1 payment has been missed on the patients account. The patient can make a payment via the customer portal or call our Customer Care team at 877-974-3877 
  • Delinquent - At least 2 payments have been missed on the patients account. The patient can make a payment via the customer portal or call our Customer Care team at 877-974-3877 
  • Pending Collections - At least 3 payments have been missed on the patients account. The patient is now at risk of being transferred to collections. A payment can be made via the customer portal or call our Customer Care team at 877-974-3877 
    • 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!
  • Cancelled- The payment plan was cancelled after activation by your administrator. All payments drafted have been refunded, if necessary. 
  • Bankruptcy - A bankruptcy filing notification has been received. The payment plan has been placed on hold pending the outcome.
  • Deceased Borrower - HFD has received notification that the patient has passed away. If there is no co-applicant the payment plan will be written off. 
  • Transferred to Collections - The patient has met the minimum days since 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 administrators request or has met the minimum days since last payment and has been transferred back to your office for outside collections.