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Understanding Consumer Account and Payment Status

In order to monitor where your patient application and payment plans, you’ll first need to know the meaning of each status.

Application Status

Located in the Applications Tab, status is where the patient account stands in the application or payment plan process. Below is a list of statuses and what they 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
  • 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

Located in the Payment Plans tab plan status is where the patient account stands after completing their application and activating their payment plan. Below is a list of status’ and what the mean to you.

  • On Track– The patients payment plan has been set up and they are actively paying on their account.
  • Paid in Full – The patient has completed their payment plan and you have now been fully funded. Horray!
  • Past due – 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
  • Pre-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
  • Collections – The patient has met the minimum days since last payment and has been transferred to the collection agency preferred by the account administrator.

HFD makes every attempt to cure past due accounts in the form of; phone calls, text messages, emails, and letters.

  • 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.
  • 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.