Semble Masterclass: Improving the impact of your payment & billing experience

Semble Q&A continued...

Thank you so much for all your questions during our webinar sessions - we had an unprecedented number of queries, and we appreciate you bearing with us while we tried to answer as many as possible!

We had plenty of questions left over, which we have answered below. If you have any additional questions, or find your question has not yet been answered, please do not hesitate to get in touch.

Semble Pay 

Do I need a Stripe terminal? 

You are not required to have a Semble Pay terminal - you can take payments within the Semble application, via payment links, or through online booking. If you already have a terminal you wish to use, we will need to check that it is a compatible terminal.  

What is the benefit of reconciling invoices with Semble Pay, compared to stripe?   

Reconciliation is done automatically when payment is taken via Semble Pay and when using terminals. You will also be able to refund payments automatically. With Stripe, these two options are not available. 

We use You Can Book Me booking calendars, which Stripe is integrated into. Could we do the same with Semble Pay? 

What you do currently with our Stripe integration should always be possible via Semble Pay - but it would be worth sharing more information on this with your Account Manager so we can go into further detail. 

How do we reconcile payments made to my bank account from Semble Pay? 

Semble Pay/Semble/Stripe does not have access to your bank account. If payments are made via BACS or bank transfer, you will need to go to Semble to reconcile manually. 

Is there an advantage to using Semble Pay in preference to Stripe integration?  

Here are a few of the benefits of using Semble Pay: 

• Rapid transfer of funds from Stripe to your bank account  

• Seamless in-app refunds 

• Integrated payment terminals  

• Easy-to-use dashboard  

• Reports on your payouts  
• Further improved functionality and upcoming feature releases on the roadmap 

Will a payment taken showing in the bank account with a patient name??  

The patient name will appear on the Semble Pay dashboard and report, but not in your bank account. 

Is Semble Pay linked to Healthcode?

Semble Pay and Healthcode are two separate payment paths, they are not linked. Semble is indeed integrated with Healthcode. If you use Healthcode, you generally would collect payment via that route rather than using Semble Pay. However, if an insurer or any third party for that matter wanted to use a payment link or give card details to make payment then this could be done via Semble Pay, yes.  You can find out more about our Healthcode integration on the  Healthcode Help Centre page.

Are the automated receipts shared with patients only when they use the payment link or terminal payments? How about when we reconcile manually? 

Semble Pay receipts will be sent as soon as a payment made via Semble Pay  - online, via payment link, manually via the patient file – are successfully completed. 

Is Semble Pay set up for insurer payments/invoices or just self-funding patients? 

If an insurer or any third party wanted to use a payment link or give card details to make payment then this could be done via Semble Pay, yes. It is also possible to send payment due and reminder emails to paying accounts such as insurers.

If you have no terminal but have a client onsite, what are the other options for taking payment?  

There are two options: You can add a payment link on the invoice itself, or you can take the card details and apply them to the patient file manually. Then just simply click ‘Pay’ on their invoice. 

When will the refund function come into action? 

Refunds are already live and will automatically appear if you have Semble Pay integration live.  

Notifications about payment received - will this be a feature? 

This is certainly something we are considering for future iterations of Semble Pay. 

With Semble Pay, does the money go directly into our associated bank account? 

Yes, payouts will be made to your bank account at set intervals of usually three days, but this can change if certain criteria (which Semble outlines) are not met. Find out more on our Semble Pay Help Centre page. 

Is Designated Medical part of Semble Pay or an independent debt collection agency? 

Designated Medical offers medical PA, medical billing, accountancy and marketing services to those in healthcare. You can find more about Designated Medical here.

How do I move over to Semble Pay?  

There’s two easy ways to get the ball rolling with Semble Pay – if you have an account manager, please get in contact with them for more information on pricing and starting the Semble Pay process. 

If you don’t have an account manager, the process to move over to Semble Pay still couldn’t be easier - just get in touch with our support team on support@semble.io.

How much is Semble Pay? 

If you’re keen to find out more about Semble Pay, please contact your account manager, or email support@semble.io for any questions about pricing, workflows and migrations and more. 

What are the transaction fees for Semble Pay? 

The transaction fees for Semble Pay are the same as the standard Stripe transaction fees (+VAT): Semble Pay Transaction Fees.  

As outlined in our Help Centre article and terms of service (section 8), every time a transaction is made a fee is always charged. The transaction fee is a % of the payment cost, so it will vary depending on the transaction amount.  

Every time a transaction is made a fee is always charged; this does not apply to refunds. There are no fees incurred when a refund transaction takes place.   

A receipt of all your transaction fees will be emailed to you on a monthly basis.  

What are the costs related to your card terminals? 

Terminals cost: £179 + Shipping costs + VAT  

Standard delivery (starts from £20) ~ 8 business days, Priority delivery (starts from £35)~ 4 business days - final shipping prices will be calculated at the point of order and will be included in your final invoice, they will vary depending on location, date order is placed and amount of terminals ordered.  

These are ordered through Semble - please email support@semble.io for more information on this.   

Invoicing  

How do we turn the features from this webinar session on? 

Auto invoice is switched on via your settings – take a look through our demo during the webinar session (start at 2m25s). Refunds and terminals are possible if you are integrated with Semble Pay. 

How do we set up repeated membership payments?  

You can set up a membership scheme for your patients, which can be billed monthly or annually. To be able to set up a membership scheme, you must have a role assigned to you within Semble that gives you editing permission for products. Auto invoicing can help you out here, as it’ll generate invoices for you. You can find out more about setting up membership payments right here.

Can I add a discount to an invoice? 

If you would like to add a discount to an invoice, you can create a specific product called 'Discount' and put the price as e.g. -£10. Then apply that product to the invoice as an additional line item.

Are invoices reconciled automatically when it is PMI? It currently says collected but does not mark them off?  

We do not currently have a reconciliation feature for Healthcode but it is something we are looking at. 

How do I activate sending automated SMS after sharing invoices (to draw the patient's attention that there is an outstanding invoice in his email inbox) ? 

You can either set up an automated SMS from the reminders section in settings or send a one-off custom SMS. However, there is no specific invoice-related SMS. 

Can we send reminders to send three days before the appointment, rather than based on the invoice date? 

Is there a way to baseline payment reminders on days left PRIOR the appointment, to better follow cancellation policy? 

The invoice payment due reminders are linked to the invoice creation date and not the appointment. However, we do have appointment reminders which can be used for a notification, but you will need to send the invoice to them manually or set it to be sent X days after creation. 

Thank you for showing us the invoice reminders. Is this only for invoices that are outstanding? 

For both outstanding and payment due. 

If we have outstanding invoices prior to the auto invoice chasing starting, how are we able to send auto reminders to these patients? 

Your outstanding invoices will need to be done manually, but going forward these can be done automatically. 

Receipts 

Can receipts be sent via Semble if a patient hasn't received it? 

If a patient has not received the receipt, you will always be able to share the invoice marked as ‘paid’ with them. However, you should ask them to check their Spam/Junk folder in case it is there. Sending the actual receipt again is not possible at this stage but is certainly functionally we are looking into for the future. 

Can we customise the receipts with our logo on? 

You can add your clinic name to your receipt, but other sections are not currently customisable.  

Xero integration 

Can you have multiple sales accounts with the Xero-Semble integration? 

Yes! This is possible via the product page. Take a look at our Xero integration Help Centre page to learn more.  

Does Semble Pay integrate to Xero in the same way as Stripe currently does? Will invoices in Xero be marked as paid? 

The relationship is not between Semble Pay/Stripe and Xero - it is between Xero and Semble. When an invoice in Semble is marked either manually or via Stripe/Semble Pay as ‘paid’, then this will transfer to Xero. 

We use Xero integration, which makes bank transfer payment reconciling a bit difficult, such as bulk payments from insurers. While we have to reconcile them in Xero, then we also have to do the same manually in Semble. Is there a way to reconcile both at the same time? 

If you do them in Semble first they will automatically upload to Xero.  

Healthcode 

What if we are using platforms like Healthcode to send invoices to insurers? We have the integration set up in Semble, but currently we are having to manually track when we have received a remittance from the insurer. 

If this question is related to Healthcode, this is not possible yet. If instead we’re talking about third-party payments and you are billing a contact on your account, then this will work in the same way as it does with the patient. As long as the payment is made via Semble Pay then it is reconciled automatically, if it is made via bank transfer then this is not possible. 

Can you do a full masterclass on the Healthcode integration please?  

Yes! Please continue to let us know what aspect of Semble you would like to know more about, so we can make these webinar sessions as useful as possible. 

Insurance 

I'm very new to this. If our patients use insurance to pay for their treatment how does Semble deal with this? How do we liaise with the BUPA, AXA...? 

Welcome to Semble! You can find out all you need to know about adding insurance details to a patient and billing an insurer for an invoice on our dedicated Help Centre page. 

Reports 

Why do we have to wait 30 minutes for payments to be added to the reports? 

The data portal is a very powerful part of the system and holds a lot of data. We are working towards reducing the amount time it takes to add payments to reports.  

Receiving payments 

For upfront payment, is there an option for appointments to be provisionally booked and then changed to a confirmed appointment once payment received? 

There is a manual configuration for this, but it is not linked to payment received. 

Card payments 

Is there way to collect card details but not take the payment? 

Yes, payment does not need to be taken. You can collect card details and hold them on the patient file. You can see exactly how to do this on our Taking card payments Help Centre page.