Tip: Memberships must be prebuilt in the web before enrolling patients. To create, click on Settings>POS Tab>Client Loyalty
Enroll a Patient From the Web
1. Click on the Clients/Patients tab from the control center, open the client's profile, then select Membership Plan.
2. Select Add Membership. If the patient already has an active membership, you will also see it listed here.
3. Choose the Clinic, Membership Type, Sold By, and enter the coupon code if if the patient has one. Learn more about how to set up membership discount codes by clicking here. If you have a membership that is offered both monthly and annually, you will need to choose which one from the Frequency of Payment dropdown, otherwise, if you only have one option (Monthly or Annually) it will default to the structure
5. Please note, you can change the Sold by Field at any point after the patient has enrolled in the membership as well!
Start Dates, Draw Dates, and Prorated Fees
6. Next, you will want to confirm the start date and draw date for the monthly recurring payment. In most cases, if the patient is enrolling today, they want to start today and pay today, so the start date and draw date would equal today's date. In this case, there will be no additional prorated fees, only the membership fee and the setup fee if you have chosen to include one. If you wish to waive the setup fee for this patient, you can do so by clicking the Waive Setup Fee box.
7. If a patient wants to start today, but they want to set their recurring payment for a later date of the month, you can change the Membership Fee Charge Day. The system will automatically provide a prorated amount for the patient to pay today to cover the time period until the recurring payments start. In this case, you can either choose to use the prorated amount or you can elect to charge them a full membership fee today and then again on the start date.
You will see a checkbox that overrides the prorated amount and charges the full amount instead. You can also elect to waive the setup fee in this scenario.
When might this be applicable?
Scenario One: Let's say you offer a significant discount on a BBL if the patient joins your membership program. For example, they can save $300 if they sign up. If they are getting treated today, and you will be extending that discount, you may want them to pay the full membership fee today in case they choose to sign up then cancel, etc. before the full draw date.
Scenario Two: Another example would be if you offer a a Beauty Bank style membership where the banked dollars are intended to cover a treatment. If you only charge the prorated amount, the patient will end up owing for the service, and if they consistently come in toward the first of the month (with a draw date on the 15th), their payments will always be a month behind the service. By having them pay the full price today, they cover this month's treatment in full, and their payment on the 15th would cover next month's treatment as it would occur before the next draw date.
8. If the patient wants to enroll today by putting their card on file and signing the paperwork but actually start their membership at a later date, you can accomplish this by setting the start date and draw date to align. This might make sense if someone is in for a treatment today and wants to buy a membership but they are going to be out of town for a month. They may wish to get the enrollment done hold their start date until they are back in town. In this case, all fees will be paid on the date the membership starts.
Much like the step above describing prorated memberships, you can set a future draw date AND use a different membership fee charge date. In this case, you will see the fee schedule update to show the prorated amount and the setup fee that will be due on the start date.
9. If you are using a the coupon code at sign up, it will impact the fee schedule for today. Depending on the coupon, it will deduct a dollar or % amount from the membership fee. Once you add it, the fee schedule will update accordingly. If it's a single use coupon, then you can use the second payment listed to show the patient what they will paying on a normal month.
Once you are happy with the fee schedule, add the patient's card information in the required fields then select Proceed. As a reminder, to learn how to create coupon codes or find out more use cases for them, click HERE!
7. Next, the Patient must read the Membership Agreement and sign. If you need to jog your memory about creating or editing membership agreements, you can find that article here.
Once signed and successfully charged, a star icon with the color corresponding to that specific membership will begin to appear on their patient profile and in your Client or Patient list and any applicable discounts or membership pricing will apply.
Enrolling from the Patient Portal
In order to offer Memberships via the Patient Portal or your Online Booking & eCommerce portal, it must be configured to sell memberships. You can find out more about setting it up here. You can also set visibility for a particular membership by choosing to make it available or not on the Patient Portal. You will do this within each membership as you build it under Settings > POS > Client Loyalty.
8. Patients can log into their patient portal and select Memberships if they'd like to enroll.
9. The system will redirect them to the booking portal on the Memberships page.
From here, they can view the details of each membership and join.
10. Next, they will view the Membership Agreement, agree to the terms and conditions, sign, then add to cart. They can enter a coupon code, but they can set a future start date or change their draw date from this sign up window. Once they choose their membership and sign the agreement, they click Add to Cart.
11. Once they're ready to check out, they will click the cart icon and proceed to checkout.
12. They will then choose Proceed to Checkout.
13. The patient will put their card information in and choose if they would like to save their info through Link.
Tip: Side note: Link is an online "wallet" that stores credit cards a Patient can use when transacting with online merchants much like Paypal, Google Pay or Amazon Pay. Learn more HERE
14. Once they select Pay, the membership will appear in the memberships section in their profile.
Important Note: Although the patient cannot change their draw dates, the practice can edit the patient's membership once enrolled and adjust the draw dates if needed. See the steps below for how to do this.
Edit Membership Details for a Patient
15. If a patient is already enrolled, you can edit their membership details by going to their profile and clicking Membership Plan.
16. Choose the membership you want to edit and click Show Details.
17. From here, you can do the following actions:
Download the membership agreement
Cancel the membership
Put the membership on hold
Change the clinic that holds the membership from a revenue perspective
Change who sold the membership
Change the draw date of the membership for all subsequent months
Change the credit card tied to the membership
Cancel a Membership for a Patient
18. To cancel, Choose Cancel. This will keep the membership valid up to the next draw date. If you want to end their access to any membership benefits immediately, click Cancel Immediately.
19. Click Yes to confirm. Keep in mind, cancelling will not remove membership benefits from the wallet. If they have been earned up to that point, they will remain in the wallet unless manually removed.
Placing a Membership on Hold
20. To hold (pause) the membership, select Hold Membership
21. Select the amount of months the patient would like to hold.
22. Click Save.
Helpful tip with placing memberships on hold!
If you place a membership for a patient on hold, you will now see a special badge reflecting that they are still tied to the membership, just not fully active at this time. They will not be entitled to any of the membership benefits while the membership is on hold. The membership will resume automatically at the end of the hold period unless it is reset to a new time frame.
Scenario One:
If a Patient puts an active membership on hold, on the next payment due date, the membership would show the on-hold icon. For example, if the Patient paid today for a month, and then put their membership on-hold starting next week, the icon would change one month from today when their next payment was due. Since they've already paid for the full month, we would see the active membership icon until the next payment was due.
Scenario Two:
Patient's recurring membership payment is due today. It's processed, but it declines. The icon would change to the on-hold icon until the membership was able to process. This prevents you from extending membership benefits while someone is in a delinquent payment status. Once they pay, the icon will change back to active overnight. If they don't end up paying after 3 attempts, their membership is churned and the icon disappears entirely.
When a membership is placed on hold, you will see a line item in the Payment History reflecting the hold period for the months that the membership was inactive. At each draw date, instead of showing the Membership Fee and valid up -to date, it will say Membership on Hold.
Enroll a Patient Through the App
23. Log into the AR app on your iPad.
24. Navigate to the patient's profile and click the 3 dots in the top right corner.
25. Click Membership.
26. To view or edit the the status of their membership, click Show Details just as you did in the previous steps on the web.
27. To add a membership, click +Membership and fill in the required fields. You can make all the same adjustments on the app that you did on the web. Each field will give you the option to edit when you click into it.
28. Next, the patient will need to read and sign the membership agreement.
29. Then choose a payment method at checkout.
Additional Information:
Patients can update their own credit card on file by going to their Patient Portal and clicking Payment Methods.
Once a patient's membership declines, they will receive an optional email and text that you can set up. Click here for more information about creating that communication.
If a membership declines, it is run for two more days. If after these three attempts, the credit card has still not gone through, the member will be churned. You can see real time analytics on your membership via Business Insights. This includes who has a declined credit card for the chosen period. Find out more about using your membership dashboard here.
Checkout these helpful articles for more information on memberships: