Regarding the "Click/Call to Cancel" Bill signed September 24 2024, this law has been repealed, but you can still opt to allow patients to manage their memberships from the Patient Portal.
We recommend implementing Minimum Time Commitments & Cancellation Fees to deter early cancellations & enhance loyalty! To learn more about this and turning on One Click Cancellation policy for clinics, click here.
Patient Facing: Cancelling a Membership in the Patient Portal
When a patient is logged into their Patient Portal, if they are enrolled in an active membership they can cancel it by clicking the Membership Details button, selecting the membership they wish to cancel, and clicking Cancel Membership.
2. Upon cancelling, they will see Membership Cancelled directly beneath the option to edit their payment method.
3. If you have enabled minimum time commitments with a cancellation fee, if the patient has NOT satisfied those requirements, they will receive a popup notification before they are allowed to cancel.
If they choose Yes, they will be charged, and you will see the invoice in the Sales tab and in Business Insights > Daily Sales Summary and Membership Churn Report (as of their next pay date.) If they choose No, the membership will not be cancelled.
Practice-Facing: Viewing Memberships That Have Been Cancelled by the Patient in the AR Membership Dashboard
To view a report of churned memberships, and filter specifically by churn reason, you can go to Business Insights from the web > Membership Reports > Membership Churn Report.
2. Using the Filter button in the right hand corner, you can filter by clinic, membership name, and churn reason if needed.
3. If you select Cancelled by Patient/Client this will show you a list of patients who have cancelled their membership within the chosen date range.
Important note to keep in mind: When a patient cancels their membership, they will show in the churn report on the following billing cycle.
For example, if a patient enrolls in a membership and cancels same-day they will only show in the active member report until the following month, then will be moved to the Membership Churn Report.