Switch Integrated Merchant Processors and Migrate Patient Payment Data

Overview

When switching payment processors, Cerbo can import your existing payment data from your previous merchant to maintain your patients' payment information on file. The import process matches payment tokens to patient charts by name, though keep in mind that cards registered to someone other than the patient may not import successfully.

Details

When switching from a previous payment merchant, you can import encrypted payment tokens from your former provider into patient charts to streamline your transition. Payment data is matched to patient charts by name, though keep in mind this method works best for adult-focused practices and may not capture cards on file belonging to family members.

We can generally import payment data (credit card numbers or ACH accounts – encrypted into what are called tokens) from a spreadsheet provided by your previous merchant. Note that there may be a significant cost to acquire this spreadsheet from your previous merchant, so it’s important to be aware of some limitations to the import process:

1. We match the tokens to patient charts based upon name. This means that if a patient had a card on file that was not theirs (IE a spouse or parent’s), this will not be matched automatically. 
2. Because of the above, a token import is likely not a great option for pediatric-only clinics
3. If the you are an onboarding clinic, we will schedule your token import for shortly after your import of patient data. We cannot import tokens without patients first imported to your Cerbo build. 
4. We will provide a list to you after the import of tokens + names that we could not find a patient match for – you can then note which patient IDs these should be matched to and we can add those to the patient charts.
5. For the smoothest transition – it is recommended to use the family billing workflow in Cerbo. This way these relationships are unaffected by the migration, and the payment method will still be available for use on the dependents charts (assuming the payor’s payment method matches their name). 
6. All subscriptions and payment plans will be preserved on patient charts. There are two exceptions to this – if you are coming from our “old” Stripe Integration model (this is when your subscription plans are managed in Stripe instead of directly in Cerbo), or if you are using Hint. In these instances you will need to re-setup all subscriptions. 
7. Once Cerbo has the token spreadsheet, we will coordinate with you for a day to make the switch. We will import the tokens and then switch your integration to your new merchant.  There is no downtime to this process and it can be completed during business hours.