Many patients have more than one ID, because different systems assign their own numbers. This article explains how SynchPay keeps those IDs on a single patient profile, how to search for a patient, and what to do if you find a duplicate.
One patient, one profile, many IDs
A SynchPay patient profile can hold any number of external IDs.
When both IDs belong to the same person, they appear together on one profile, and all of that patient's SynchPay payments appear in one place. You no longer need to search by payment ID or check several channels to find a patient's payments.
How to find a patient
Select Customers in the left menu.
Type the patient's name, patient account number, any external ID, or email address in the search box.
The list updates as you type. You don't need to press Enter.
Select the patient to open their profile.
What's on the patient profile
Contact and billing information on the left. Edit it like any other patient record.
SSN (last four digits only). This fills in automatically when the patient verifies their identity for an account-to-account (A2A) payment. Staff don't enter it.
Payment options on the right: card or A2A.
Saved cards. If a patient asks you to remove a card, select the X next to it.
Saved bank accounts the patient linked through SynchPay.
Payment history at the bottom.
How duplicate profiles were merged
When your patient list was loaded into SynchPay, records were combined automatically when the first name, last name, and address all matched.
Many records in the original file had only a city and state, not a full street address, so some patients may still appear twice. That will improve as more billing addresses come over from InstaMed.
What to do if you find a duplicate
Don't create a new profile and don't take payment on both records.
Write down the external IDs on both profiles.
Send them to SynchPay support at [email protected] or through the Requests tab, and ask for the profiles to be merged.
Until they're merged, take payments on the profile with the most complete information.
Protect patient information: In support requests, include only the patient's name and external IDs. Never include full card numbers, bank account numbers, or Social Security numbers.
Keep profiles accurate
Automatic matching is only as good as the data behind it. When a patient calls, confirm and update their full street address, email, and mobile number. Complete addresses help SynchPay match records correctly, and correct contact information makes sure receipts, refund notices, and payment links reach the patient.
Common questions
Why don't I see a patient's older payments? Payments made before SynchPay's launch were not imported into SynchPay .
Can I merge two profiles myself? Send merge requests to SynchPay support.