Billing
Missed-visit fees
Charge or waive your clinic's fee when a patient late cancels or does not show, only where the patient's payer allows it.
A late cancel or a no-show can carry a fee the patient owes. The fee is the patient's alone: it is never billed to insurance. Whether a fee can be charged depends on two things:
- your clinic has set a fee for that kind of missed visit, under Setup > Claim Forms > Missed-visit fees; and
- the patient's payer allows it. A payer's rule set has Missed-visit fees allowed (off for Medicaid plans by default). A self-pay patient can always be charged.
Applying or waiving a fee needs the Missed visit fees permission. Front Desk, Biller and Billing Manager have it, and anyone who can add patient charges does too.
When you mark a missed visit#
When you mark a patient a No-show, or cancel for a patient inside the late-cancel window with the appointment open, the Missed-Visit Fee window opens if a fee can be charged. It shows the patient, the kind of missed visit and your clinic's fee.
- Choose Apply the fee, adjust the Fee ($) if needed and click Save Decision.
- Or choose Waive the fee, give a Reason and click Save Decision.
Close the window to decide later. The appointment keeps a Missed-Visit Fee button in its footer, with a count of the patients still waiting, and the missed visit waits on the billing queue below.
A decision stands. A fee you applied can still be waived later, with a reason; the record keeps who applied it and when. If the patient's attendance is corrected (a no-show put back, or a cancellation reinstated), an applied fee is waived automatically.
The Missed visits queue#
Open Missed visits in the Billing panel of the main menu. Without a filter it lists the late cancels and no-shows from the last 90 days that can carry a fee and have no decision yet, newest first. Use Status to see the fees Applied or Waived instead. Choose Decide Fee in a row's menu to open the same window.
Pick patients in the patient panel to see only theirs; the location picked at the top of the menu narrows the list too.
An applied fee becomes a manual charge on the patient's balance, ready for a patient payment and on the patient's statement. Waiving it later voids that charge; anything already paid on it becomes the patient's credit. The fee needs a provider on the appointment to bill under.