Patient Credit Card Rules
Verify the Tebra Ledger. Never unlock a room without a saved card. Zero exceptions.
Gate 1: New Patient Intake
TRIGGER: New Jotform submission lands in ClickUp.
WARNING: Patients can skip the payment step in Tebra. Do not trust the form status. You MUST look at the patient's actual Tebra Ledger.
IF: Ledger is empty ($0.00)
STOP the ClickUp task.
Call the patient immediately. They bypassed the automated form.
"Hi [Name]. I see you completed your forms, but the system did not capture your card. I need to secure that manually so we can lock in your appointment."
IF: Ledger shows a saved card
Lock in the appointment and process the task normally.
Gate 2: The Friday Sweep
TRIGGER: Every Friday morning.
IF: Scheduled next week AND no card saved
Use Tebra "Send Forms" + Manual Text follow-up.
Step 1: Go to Patient > Send Forms. Select CCOF + Disclosure. Send via SMS.
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Step 2: Text patient:
"Alis Family Psych: We are finalizing the schedule for next week. Please complete the Credit Card form we just sent via Tebra so we can lock in your slot."
IF: Scheduled next week AND card is saved
Skip them. Do nothing.
Gate 3: The 5-Minute Rule
TRIGGER: Session starts in 5 minutes AND there is no card saved.
WARNING: The Tebra waiting room has no audio. You MUST call their cell phone.
IF: The patient answers their cell phone
Type their card numbers directly into Tebra. Once saved, click the "Let In" button.
"Hi [Name]. I see you are in the waiting room. Our system requires an active card on file before I can unlock the provider's video room. Which card are we saving today?"
IF: The patient does NOT answer
Do not let them in. Send a text to their phone.
Text: "We see you in the waiting room. We cannot admit you to the session until the billing profile is secured. Please call the clinic line back."
Gate 4: Payment Processing Errors
TRIGGER: When processing a charge, Tebra throws a system error (Not a "Declined" message).
DO NOT MOVE CHARGE TO SQUARE.
DO NOT DELETE THE OLD CARD YET.
IF: You get patient on the phone FIRST.
Delete the old card and type the new numbers in LIVE over the phone.
"Hi [Name]. Our system had a connection error with your card. I just need to re-enter it on my end to refresh the connection. What is the card number?"
IF: They do NOT answer the phone.
Change ClickUp to BILLING HOLD. Send a Tebra SMS Invoice link immediately.