The Needs Attention feature helps your practice quickly identify payment plans that may require follow-up due to payment method issues or failed payments.
By highlighting plans that need attention, your team can proactively contact patients, update payment methods, and reduce missed payments.
Where to Find It
Navigate to Payments > Payment Plans.
When one or more payment plans require attention, a banner appears at the top of the page displaying the number of affected plans.
Select the banner to view a detailed breakdown of payment plans that need review.
Understanding Severity Levels
Payment plans are organized into two categories:
Critical
Critical payment plans require immediate attention to prevent future payment failures or collection issues.
Common reasons a plan may be marked as Critical include:
No payment method on file
Expired payment method
Closed or invalid payment method
Recurring payments have been canceled
Multiple failed payment attempts
Delinquent payment plans
For Critical plans, your team should review the issue and take action as soon as possible.
At Risk
At Risk payment plans show early warning signs that could lead to payment failures in the future.
Common reasons a plan may be marked as At Risk include:
A payment method is expiring soon
A payment method will expire before the next scheduled payment
A recent payment attempt failed
A payment retry has been scheduled
Card usage restrictions are preventing successful payment processing
Addressing At Risk plans early can help prevent them from becoming Critical.
Taking Action
Each payment plan includes a recommended action based on the issue identified.
Depending on the situation, you may be prompted to:
Add or update a payment method
Set a default payment method
Contact the patient
Send a payment reminder
Review payment activity
Selecting the action will take you directly to the appropriate area within Practice by Numbers.
Adding Internal Notes
Each payment plan includes a Notes option that lets your team record follow-up activities, patient conversations, and other important information related to the plan.
These notes help keep staff informed and maintain a history of actions taken.
When Payment Plans Will Not Appear
Payment plans will not appear in Needs Attention if:
The payment plan is completed
The payment plan is archived
The remaining balance is $0
Best Practices
To help keep payment plans on track:
Review the Needs Attention section regularly.
Prioritize Critical payment plans first.
Update expiring payment methods before payments are due.
Contact patients promptly when payment issues occur.
Document follow-up efforts using Notes.
Proactively managing payment plans can help improve collections and reduce payment interruptions for your practice.