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Packages 101: Creating, Selling, & Using Service Packages

Richard Abujasen
Updated

Please reference our Configure Basic Services article to review:

  • Adding Services, Procedures, Labs, etc to your Service (Fee Schedule)
  • Configuring Service details like service type, duration, cost, etc.

 

What are Service Packages?

Service packages can be applied to a variety of uses:

  • Selling a package of linked services - ex: "Massage Deluxe" - groups a massage with exfoliating session and aromatherapy.
  • Selling a group of services to pay for a quantity upfront - ex: "Massage Package (5)" - patient can prepay for a total of 5 massages to be used at future appointments
  • Selling a dollar bank to be applied to future service categories - ex: "Beauty Bank" - prepaid dollar bank to apply towards procedures and products. 
  • Using a Service Package for recurring payments or memberships

 

Creating a Package

In order to set up a new package, you will need to have the affiliated services already configured in Settings> Services> Service (Fee Schedule). The details of these services, such as cost, are what will inform the details in the package.

 

Begin by navigating to Settings> Services> Service Packages. Select "Add a New Service Package".

 

This will bring up a new window for you to build out your new Service Package.

 

Here you will determine:

  • Package Name: Package title you wish to use and will be applied in the charge description in Analytics
    • Please Note: Try to use a keyword not found in the title of any of your services to separate your packages when sorting for them in analytics
  • Package Description: Brief explanation of package details
  • Included Service(s) if applicable: Select services from Service (Fee Schedule) to be included in package
  • Quantity Included: How many of each service will be included
  • Discount(s) if applicable:Common discounts can be a % amount off the total for paying upfront 
    • Please Note: We recommend applying discounts to the package at set up and not discounting the package individually on the superbill. If you would like the same package at multiple price points - please duplicate it, name it accordingly, adjust the cost then save as a new package.
  • If dollar banks will be used in package: When a dollar amount is prepaid for a select category of services instead of adding an individual service to the package itself.
  • Package Expiration (New!) Packages can now have an expiration date! The Expiration can be set for a certain number of days from date of purchase or a specific date. 
    • Please note: If you edit an existing package to have an expiration - this will not retroactively apply to packages already sold. Packages can manually be expired via the packages shortcut, but please be aware that expiring a package that was originally sold without an expiration date may have legal or regulatory implications depending on your jurisdiction.

 

 

Packages 101 Video: Setting up New Packages in Settings

Please watch the video below for a walkthrough on setting up a new package. 

 

 

Selling a Package

Once you have set up your packages, you are ready to begin selling them!

  1. Start by creating a new blank superbill for the patient who is purchasing the package.
    • Some clinics like to assign the initial sale superbill to the owner/ lead practitioner with all follow ups to consume package uses assigned to the practicing physician for that appointment (this is optional based on your clinic's workflow).
  2. Add the package to the superbill by selecting "+package" under the Services section.
  3. The package will be added to the Office Visits section and will reflect the pricing as seen in the Service Packages settings, including any discounts if applicable
  4. Collect payment for the service package to balance out the superbill, then select Save & Close

 

You can view a patient's subscribed packages or credit balance by navigating to their patient action menu and selecting "Check Balance".

 

 

Selling a Package Subscription

  1. If the patient would like to subscribe to a package using automatic payments- we recommend charging for the first visit in office and setting the subscription to begin the following month. 
    1. This helps to verify the card you are saving to the file is correct and will run for automated payments
  2. Create a new blank superbill- add the service and complete payment.
  3. Still inside the superbill - select "Take Card Payment" (if they paid the initial charge by card, this will be the second time you select this)
  4. Once inside this screen, select "Create Recurring Payment" from the top right of the card payment pop up.
  5. Now you will begin to set up the parameters of the recurring payment
    • Select "Package" and add the package you would like to create a subscription for
    • Payment Repeats (Every)* - Denotes the frequency with which payment is collected
    • Start Date* - Specifies what day the first payment is set to withdrawal. We recommend if the first payment is taken in office, that the start date be set the the following month (or next renewal) to avoid duplicate charges
    • Total Number of Payments* -This is the total number of times payments will be collected before the subscription expires
  6. Select "Save" and ensure you also remember to select "Save & Close" on the superbill

 

Packages 101 Video: Selling a Package

Please watch the video below for a walkthrough on selling a package.

 

 

Consuming Package Uses

Once a patient is subscribed to a package, you can then start to consume the available uses in follow up visits.

  1. Begin by starting a new blank superbill for the patient
    • A new superbill should be created for every individual visit 
  2. Once on the superbill, if the patient has purchased a package, the "Subscribed Packages" button will be lit up pink with a number badge for the number of packages the patient has purchased
  3. Click this button to view the packages and apply the service usage to the superbill
  4. To add the service and deduct a use, click the "Select" dropdown. This provides you with four options:
    • Add to Services - Add to Services section of visit
    • Add to Procedures - Add to Procedures section of visit 
    • Add to Service No Charge - Add to Services section of visit with 0.00 charge
    • Add to Procedures No Charge - Add to Procedures section of visit with 0.00 charge
    • **We recommend using the "Add to Services / Procedures" with charge. This ensures these are easily reported and viewed within analytics. The charge will automatically reflect as prepaid under the payments section of the superbill.
  5. Clicking on the "#" button will display a history of all consumed uses and the date they were consumed. If you added a service usage in error, they can also be removed by accessing this history
  6. Once the item is added to either Services or Procedures, the superbill will show the individual service usage as well as a prepaid amount if added to the bill with the affiliated charge
  7. You can now add any additional services rendered during the visit if applicable and select Save and Close the superbill

 

Packages 101 Video: Consuming Uses From a Package

Please watch the video below for a walkthrough on redeeming a package.

 

Refunding Part of a Package

If a patient purchases a package and decides they would like to refund their remaining uses, please follow the below steps.

  1. Start by creating a new blank superbill
  2. You will redeem package uses on the bill just as explained in the previous section, however for a refund, you will add ALL the remaining uses from the package onto this superbill.
    • Once all uses are consumed - the Total # should match the Used #  and the Countdown selections will disappear.
  3. Back on the superbill, you will edit the Quantity of each line item to be refunded to -1 (negative one)
  4. Scroll to the bottom of the superbill to view the payments section. Delete the prepopulated value in the "Prepaid Amount" section.
  5. Now you will have a negative balance on the superbill - the value of which should match the total calculated from the negative services under the visit summary. You can now provide the client with a refund one of two ways:
    1. Issue the patient a credit memo. This will transfer the negative balance into available credit for the client to use on future services.
      • Click "Create Credit Memo" in the payment section to preform this conversion. It will now appear in the additional payments section where you can note that it is awarded from the refund of a package.
      • The superbill should now be balanced to zero
      • Ensure you select "Save and Close" on the superbill to finalize the return and save your work
    2. Refund the outstanding balance back to the patient's card 
      1. If the patient purchased the package using a card, you can issue the refund from within this superbill.
      2. Select "Card Payment History" from the payment section of the superbill
      3. From here you can find the original transaction from the package purchase and select "Refund"
      4. Enter the amount to be refunded (the negative balance amount as seen on the superbill) and select "OK"
      5. The refund has not been initiated and should populate details of the refund under the Refund/ Void column in card history. It can take a couple business days for the funds to be settled back to the patient card.
      6. To settle this on the superbill, you will select "Additional Payment" in the payment section then populate the negative balance amount into the field. Note the refund details in the notes and ensure the date of the payment matches the date the refund was issued.
      7. Now ensure you select "Save and Close" on the superbill to finalize the return and save your work.

 

Packages 101 Video: Refund Part of a Package

Please watch the video below for a walkthrough on refunding a portion of a package.

 

Viewing Packages Overview (New!)

The Packages Splash Page provides a centralized view of all service packages sold to patients, making it easier to track usage, status, and expiration details.

  1. Please navigate to:
    Shortcuts → Billing & Sales → Packages

  2. On the Packages Splash Page, you can quickly review key information for each package, including:

    • Usage status: Unused, Partially Used, or Fully Complete

    • Total units used

    • Dollar bank balance (if applicable)

    • Expiration date, if one exists

    • Days remaining until expiration (for expiring packages)

  3. You can refine the package list using several filters:

    • Sale Date Filter: View packages sold within a specific date range.

    • Status Filter: Narrow results to unused, partially used, used, or expired packages.

    • Package Name Filter: Filter by package type by choosing which to display based on the package name configured in your settings > services > service packages

      These filters help you quickly locate and review specific subsets of packages.

Manually Expiring Packages

The Packages Splash Page also allows you to manually expire packages.

Important notes regarding expiration:

  • Package expiration dates can now be configured in Settings, but these changes are not retroactive.

    • If a package was sold before an expiration date was added or updated, the new expiration date will not apply to that previously sold package.

  • When manually expiring a package that did not originally include an expiration at the time of purchase, there may be local or jurisdictional legal considerations. Please ensure you are operating in compliance with applicable laws and regulations.

When manually expiring a package, you can:

  • Select the package and click "Manually Expire" at the top of the page

  • Choose the reason for expiration

  • Use the “Other” option to specify a custom reason if needed

  • Select Agree to Terms and Submit

 

Packages 101 Video: Packages Overview

Please watch the video below for a walkthrough on our new package overview page.

 

Viewing Packages in Analytics

Please reference our Learn About Analytics (The Basics) article to review:

  • Recommended analytics reports
  • Defining dates and other filter parameters
  • Exporting reports

 

After you have been selling packages, you can easily keep track of accounting and use tallies by accessing our analytics tools.

  1. Begin by selecting "Analytics" from the top tool bar and then clicking "List of Reports"
  2. Find the report you would like to run and click the title
    • Status of Services Packages Bought and Used (NEW)
      • This report will give you an in-depth view of all packages sold with their redeemed and outstanding uses by client
      • Also included are the superbill #, date sold, package name, and included services
    • Patient-level Charges and Payments by Date of Payment, Payment Type, Location and with COGS
      • This report shows a collection of all services rendered and paid for. 
      • If you used a keyword for your packages, you can filter this report to display just the packages by filtering on that keyword
      • Start by selecting you desired date range. This report defaults to showing data from the last 7 days.
      • Select "Run Report" in the bottom left corner and scroll up
      • The report will filter by practitioner, but to view all practitioners at once, click the counter clockwise arrow next to "Page By: Practitioner"
      • Now you can select "Add Condition" > Filter on: Charge Desc > Search for your keywork and deselect "match case" > Click find
      • Now all of your packages containing the keyword will appear in the left column. You can select individual packages by clicking the title and selecting the single right arrow OR you can populate all packages by selecting the double right arrow.
      • This will move the desired packages to the right column and now you can click "Apply" to filter the report

 

Packages 101 Video: Viewing Packages in Analytics

Please watch the video below for a walkthrough on reviewing your package analytics

 

 

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