Credit Card Processing Setup - PM

Configuration

► Prerequisites

• Obtain Merchant ID’s (MID) and Serial Numbers for each credit card device. (There should be one MID per physical location.)
• Obtain the Merchant ID that will be used for all back office, card not present transactions. (Organizations may choose to use a MID assigned to a physical location.)
• Obtain the Merchant ID that will be used for all myHealthPointe transactions, if applicable.
• Work with CardConnect to install their credit card devices.

► System Requirements

Source: https://portal.ntst.com/login.php

You must download the following updates from the Update Portal after being upgraded to the myAvatar platform, in this order:

1. Most recent myAvatar RADplus 2020 Quarterly Release
2. Most recent myAvatar PM 2020 Quarterly Release
3. Most recent myAvatar CWS 2020 Quarterly Release
4. Most recent myAvatar CareFabric 2020 Quarterly Release.
5. Middleware Release 2353 (JBoss 4) or 3151 (JBoss 7)

To support the Credit Card Processing integration, the following updates must also be installed:

• Avatar CareFabric 2020 Update 74
• Avatar CareFabric 2020 Update 91
• Avatar PM 2020 Update 85
• Avatar PM 2020 Update 93
• Avatar PM 2020 Update 96
• Avatar PM 2020 Update 100
• Avatar PM 2020 Update 141
• Avatar PM 2021 Update 15
• Appointment Scheduling 2020 Update 21
• Appointment Scheduling 2020 Update 31
• Appointment Scheduling 2021 Update 2
• Avatar RadPlus 2020 Update 109
• Middleware Update Version – Dependent upon the version of JBoss
• 2353-149-AV62610 (JBoss 4)
• 3151-149-AV62610 (JBoss 7) or Update 3151-004

► Registry Settings

The following registry setting needs to be set to “Y” in order to enable the Credit Card Processing functionality in myAvatar.

Avatar PM->Billing->Remittance Processing->->->Enable Credit Card Processing Functionality

Entering a value of 'Y' will enable Credit Card Processing by implementing the following changes:

• Forms added to the menu:
  • Credit Card Configuration
  • Void Credit Card Payment and Receipt
  • Credit Card Payment Errors
  • Credit Card/ACH Payments
• The field Is this a Credit Card or ACH Posting Code is added to the Posting/Adjustment Code Definition form.
• The Transaction Type, Select Credit Card Device, and Pay With Credit Card fields are added to the forms Deposit Entry, Scheduling Calendar and Front Desk check-in screens.

Entering a value of 'N' will disable this functionality by removing or hiding the forms and fields described above.

► Posting Codes

Posting Codes need to be configured as Credit Card or ACH to support the Credit Card Processing integration and reporting on the Posting/Adjustment Codes Definition form. The field becomes enabled when Payment is selected in Adjustment, Payment, or Transfer and Credit is selected in Credit or Debit.

You can use existing credit card posting codes or create new ones. If you use existing posting codes, you do need to update the codes to mark them as Credit Card code types. Netsmart recommends creating new a new posting code to be used for myHealthPointe credit card payments.

► Credit Card Configuration Form

The Credit Card Configuration form will allow you to configure the CardConnect integration, as well as set up credit card devices that will be used across all locations.

► Credit Card Device Setup

You will need to configure all credit card devices, their serial numbers, and Merchant ID used across all locations. This information is needed in order to submit a credit card transaction through the front desk or by back office staff, where the card is not present.

► myHealthPointe Only- Self-Pay Balance Process

If your organization uses myHealthPointe, myAvatar will need to send self-pay balance updates to myHealthPointe. You must add a new task called Avatar CareFabric - CardConnect Self Pay Balance to the System Task Scheduler, activate the task, and configure it to run on a scheduled basis. This process should run at night so that it does not impact performance. It will send self-pay balances for any client who has a self-pay balance greater than $0 and has had a new charge in the last 3 years. If the balance gets paid off in the next run ($0 balance) or if the balance changes, the client and their balance will be included the next time balances are sent to myHealthPointe.

► Field Names and Descriptions

Field Name	Field Description	Options	Requirements	Notes
Populate Receipt Number with Credit Card Payment Reference Number	Allows organizations to specify if they would like to populate the Receipt Number with the Credit Card Reference Number.	Yes and No		Selecting ‘Yes’, will populate the Receipt Number with the Credit Card Reference Number. Selecting ‘No’ will populate the Receipt Number with the next sequential receipt number as configured in myAvatar.
Default User ID for myHealthPointe Credit Card and ACH Payments	Allows the user to define the UserID to be used when posting a payment received from myHealthPointe.	This is a standard UserID search field.	No entry is required, however if no value is selected and a credit card or ACH payment is received via myHealthPointe, the payment will not be able to be posted to the client’s account.	Recommended Practice: Netsmart recommends that the organization create a new default user called ‘myHealthPointe’ so that payments received from myHealthPointe and posted in the system will be easily identified.
Default Posting Code for myHealthPointe Credit Card Payments	Allows organizations to select the posting code associated with credit card payments received via myHealthPointe.	Only posting codes defined as a ‘Credit Card’ posting code type will available in the drop-down list.	No entry is required, however if no value is selected and a credit card payment is received via myHealthPointe, the payment will not be able to be posted to the client’s account.
Default Posting Code for myHealthPointe ACH Payments	NOT IN USE AT THIS TIME.
Credit Card Devices Grid	Displays a list of previously defined credit card devices.	Selecting an item in the list will populate the following fields with the saved values: Device Name Device Description Site Merchant ID (MID) Back Office MID Device Serial Number Active
New Row Button	Adds a new blank row in the grid and the following fields are defaulted to blank/none selected:	Selecting an item in the list will populate the following fields with the saved values: Device Name Device Description Site Merchant ID (MID) Back Office MID Device Serial Number Active
Device Name	Allows organizations to specify a short device name.	The field defaults to blank.	Entry is required.	Netsmart recommends creating a naming convention that will allow end users to easily identify and select devices set up at their location.
Device Description	Allows organizations to specify a long description for device.	The long description will be available as a hover over the device name to assist end users with picking the correct device name. The field defaults to blank.	Entry is required.	Netsmart recommends entering descriptions that include the location, floor, device 1, etc., to assist end users with identifying and selecting devices set up at their location.
Device Site	Allows organizations to configure which site the credit card device is associated.	This will be a multiple select list that displays all active site.	Entry is required.	There is no selection by default.
Merchant ID (MID)	Allows users to enter the MID that is associated with the credit card device or back office entry.		Entry is required.	Defaults to blank.
Device Serial Number	Allows users to select the MID that is associated with the credit card device.		Entry is required.	Defaults to blank.
Is this a Back Office MID?	Allows organizations to define 1 MID to be used for back office, card not present, transactions.	Yes and No	When ‘Yes’ is selected, the Serial Number and Site fields will not be required.	Only one ‘Active’ MID can be set up as a back office MID.
Active Device	Allows users to indicate if a Device/MID is active.	Yes and No	Defaults to ‘Yes’.	A selection is required.

 

Go Live Processes

Because Netsmart, CardConnect, and Credit Card Companies do not support a test environment, the integration will be configured in the client’s LIVE environment. This means the process cannot be tested in UAT prior to going live. It’s very important that staff who are taking credit card payments are monitoring that those payments to ensure they are posted to client’s account. Netsmart recommends agencies institute the following processes for at least the first 3 days of their go live to ensure that the entire credit card payment process is functioning as expected.

• After processing a credit card payment successfully at the Front Desk, display the Client Ledger for the applicable client and validate the payment was posted with the correct posting code selected. If the payment is not posted, run the error report to determine why the payment could not be posted and correct the error, if applicable. If it’s a system error, report to Netsmart.
• After processing a card not present payment successfully at the Back Office, display the Client Ledger for the applicable client and validate the payment was posted with the correct posting code selected. If the payment is not posted, run the error report to determine why the payment could not be posted and correct the error, if applicable. If it’s a system error, report to Netsmart.
• Run daily report of credit card payments posted in myAvatar and compare again CardConnect credit card payments from their payment portal to confirm they match. If they do not match, run error report daily to determine if any payments couldn’t be posted. These would need to be hand posted. If there are any system errors, report to Netsmart.

Troubleshooting Credit Card Payments

►Scenario 1:

The user enters a credit card transaction using the device terminal and receives the following error: Unexpected response from CardPoint API

 

Response: Validate the MID’s and HSN’s do not have any leading or trailing spaces as shown in the example below. The client will need to correct any leading or trailing spaces on the Credit Card Configuration form in myAvatar.

 

►Scenario 2:

The user enters a credit card transaction using the device terminal and receives an unauthorized error.

Response: If the MID on the Credit Card Configuration form in myAvatar do not match what is on file at CardConnect, this is the cause of the error. Have the client verify that the Serial Number on the device is correctly associated with the MID on the Credit Card Configuration form in myAvatar.

►Scenario 3:

The user entered a credit card transaction using the device terminal and received a ‘timeout’ error.

Response: Verify the user is selecting the correct Device on the myAvatar screen. If a client has multiple devices set up for one location/MID, they need to ensure that they select the correct device tied to the user submitting the payment. The patient will only have 30 seconds to insert their credit card into the device, from the time that the payment was initiated in myAvatar. So, if they select the incorrect device, then the patient is most likely inserting their card to the wrong device.

 

►Scenario 4:

The user entered a credit card not present transaction using the MANUAL ENTRY and received the following error: Unexpected response from CardPoint API

Response: When this issue is received validate the organizations CardConnect credentials are configured correctly in the CGI request scope-metadata values. CardConnect is sending each organization’s credentials to Annie Judy and Tara Pickrell when their CardConnect application is approved. They will create a JIRA with the credentials.

 

►Scenario 5:

The user tries to submit a credit card payment using a device terminal and receives the error ‘Unable to retrieve a session key from the Bolt API’.

Response: CardConnect has researched this error before and has said that they are getting the error “No request queue registered for hsn 19315PP22024931", indicating the terminal doesn't have LAN + internet. They should get that plugged into the network. If they can’t figure that out, then they would need to call CardConnect’s help desk to assist.