Settings — Account and billing
What your network pays GEN Health: billing contact, the card on file, failed platform fees, charges and receipts, and your signed agreements.
Settings — Account and billing is what your network pays GEN Health: your billing contact, the card on file, your plan, signed agreements and every charge. Left menu → Settings → Account and billing. Provider Network Admin only.
What you can do here
- Choose who handles billing
- Add or replace the card GEN Health charges
- Fix a failed platform fee
- Find a charge or receipt
- Find the agreements your team signed
Choose who handles billing
Use this when the admin who set up the network hands billing to someone else.
Open the list
On the Overview card, click the name beside Billing contact.
Pick an admin
Choose any Provider Network Admin. It saves as soon as you pick; there is no Save button.
You'll know it worked when the toast reads Billing contact updated.
Who can do this: Provider Network Admin. Only network admins appear in the list.
Add or replace the card GEN Health charges
Use this at setup, when a card expires, or after a failed charge. This card pays GEN Health; it never charges patients.
Open the dialog
Click the Payment method row. It reads None on file until a card is saved. The Update payment method dialog opens.
Enter the card
Fill Card number, Exp and CVC, then click Save payment method. If a card is already saved, click Change first.
Add the billing address
In the same dialog, fill Billing address and click Save billing address. It is a separate save.
You'll know it worked when the toasts read Payment method updated and Billing address updated, and the Overview card shows the card's last four digits.
Who can do this: Provider Network Admin.
Fix a failed platform fee
Use this when a banner reads Your latest platform fee failed to process. It asks you to update the card within 48 hours to avoid suspension.
Update the card
Click Update payment method in the banner, or the Payment method row here, and save a working card.
Check what the fee was for
Look at the newest row in Payments. Platform fees usually come from paid lab orders.
You'll know it worked when the banner disappears once the fee is paid.
Who can do this: Provider Network Admin.
Lab fees for an Affiliate client's orders are billed to your network. If the fee belongs to a client that shouldn't be Affiliate, raise a ticket in Support to GEN Health under Billing & payments before you pay it.
Find a charge or receipt
Use this to match a charge on your card statement.
Search
In Payments, type in Search payments or references…, or sort by Date, Status or Amount.
Open the receipt
Click the row. The hosted invoice or receipt opens in a new tab. Export CSV downloads the list; Refresh reloads it.
You'll know it worked when the receipt shows the amount and date on your statement.
Who can do this: Provider Network Admin.
Find the agreements your team signed
Use this when someone asks for your signed Terms, Privacy Policy or Business Associate Agreement.
Open them
On the Overview card, click View agreements. Each row shows the Agreement, User name, Email, Date and Time.
Download
Click Download in the PDF column. Export CSV downloads the whole list.
You'll know it worked when the PDF opens with the signer's name and date.
Who can do this: Provider Network Admin.
What's on this page
| Control | What it does |
|---|---|
| Plan details | Your subscription and usage pricing. Read-only: No active subscriptions or usage pricing. means nothing is set up yet. |
| Open in Stripe (in the payment dialog) | Opens GEN Health's hosted billing portal for your account. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| A platform-fee banner, though your network shouldn't pay lab fees | A client was set to Affiliate by mistake, so its lab fees come to you | Raise a GEN Health ticket under Billing & payments naming the client. |
| You're still billed for clients you stopped working with | Their accounts are still active | Raise a GEN Health ticket listing the clients to deactivate. |
| Patients still can't check out after you saved a card here | This card pays GEN Health, not patients | Set up a processor on Billing in the left menu. |
| The card saved but Billing address still reads None saved | The dialog has two separate saves | Reopen it and click Save billing address. |
| You can't change or cancel your plan | Plan details is read-only for networks | Raise a GEN Health ticket under Billing & payments. |
Questions people ask
What's the difference between Billing and Account and billing?
Billing in the left menu is money coming in from Affiliate clients' patients. Account and billing is money going out to GEN Health.
How is billing set up when we rebill a client for our services?
Per-client visit fees are on the client's profile (Account and billing → Visit fees). If GEN Health bills some clients through your network, they show in Plan details. Ask GEN Health to confirm the set-up for a new client.
Where do I see GEN Health's fees for a new client?
Pricing is agreed with GEN Health. Ask in a GEN Health ticket under Billing & payments; the result shows in Plan details.
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