With Prospyr Rewards, patients can earn points for referrals, purchases, visits, and actions like following your practice on social media. They can redeem those points for wallet credit or coupons, depending on what your practice offers.
Set up the program in Settings then, check a patient’s points balance, adjust points, and redeem rewards from the patient’s chart.
Open the Rewards settings
All program setup happens on one page, split into four tabs.
In the left menu, click Settings > Payments > Rewards.
Use the tabs at the top of the page:
Reward Types: how patients earn points.
Settings: who is enrolled, and the terms patients agree to.
Redemption Options: what patients can trade their points for.
Approve Rewards: rewards waiting for a staff member to review. When rewards are waiting, this tab appears first.
If your practice doesn't have a program yet, the page says No reward program found. Create one to get started. Click Add to create the program. It starts with no rewards set up and with placeholder terms and conditions. Replace the placeholder terms before patients join (see Set your terms and conditions below).
Choose how patients earn points
The Reward Types tab lists every way a patient can earn points. Turn on at least one: patients can only sign up from the Patient Portal when at least one way to earn points is active.
Click the Reward Types tab.
Scroll to the type of reward you want to set up:
Referral Rewards: rewards the patient who made a referral, the new patient, or both. The reward is given once the new patient's invoice reaches the Minimum Invoice Amount for Reward (Pre-Tax). Step-by-step: Referral Rewards.
Consumption Rewards: points for each dollar spent, by location, category, service, product, membership, or package. Step-by-step: Consumption Rewards.
Visit Rewards: a set number of points for each visit. See Add a visit reward below.
Action Rewards: points for actions such as Followed on social media, Gave media consent, or First visit completed. Step-by-step: Action Rewards.
Add a visit reward
Use a visit reward to give patients points each time they come in, no matter what they buy.
On the Reward Types tab, scroll to Visit Rewards and click Add.
In Points Per Visit, enter the number of points for each visit. To stop a broader rule from paying for certain visits, add a rule for those visits and set it to 0.
Choose which visits count. Click Location, Category, or Services, then search for and pick the ones you want, or tick Select All. With Select All under Location, a visit at any location earns points.
Click Submit. The rule appears in the Visit Rewards list.
Under When are the points earned?, choose When the appointment finishes (checked out or completed, whichever comes first) or When the invoice is paid in full. With the second option, a visit with no charge earns nothing.
Under How do these points combine with your other rewards?, choose Add to them (visit points are given on top of any other reward) or Compete with them (visit points are given only when they're worth at least as much as the patient's best other reward).
If you changed either choice, click Save under them.
Choose how patients redeem points
The Redemption Options tab sets what points can buy. Patients can trade points for wallet credit, for coupons, or both. Each option has its own on/off switch. Turning a switch on or off isn't saved by itself: click Save at the bottom right of the tab to save it.
Offer wallet credit
Wallet credit tiers turn points into money in the patient's wallet. For example, 1000 points for $10.00.
Click the Redemption Options tab.
Under Wallet Credit Redemption, make sure Allow patients to redeem points for wallet credit is switched on.
Click Add Credit Tier.
In the new row, enter the number of points and the dollar amount they're worth. For example, Redeem 2500 points for $25.00.
Click Save Credit Tiers. You see Wallet Credit Tiers updated.
Change or remove a tier
Use this when a reward is too generous, or you no longer offer it. This works the same way for credit tiers and coupon rewards.
On the Redemption Options tab, change the numbers in the row, or click the trash icon at the end of the row to remove it.
Click Save Credit Tiers (or Save Coupon Rewards for coupons). Nothing changes until you save.
Offer coupons
Coupon rewards let patients trade points for one of your existing coupons. Create the coupon first: see How do I create and manage coupons in Prospyr?
Under Coupon Redemption, make sure Allow patients to redeem points for wallet coupons is switched on.
Click Add Coupon Reward.
In the new row, enter the number of points. Then click the coupon box, type part of the coupon's name, and choose it from the list.
Click Save Coupon Rewards. You see Reward Coupons updated.
Enroll patients
Patients must be enrolled in the program to earn and redeem points. Enrolled patients have a Reward Program badge at the top of their chart. You can enroll every new patient automatically, enroll your existing patients in one step, or let patients join from the Patient Portal by clicking Join Now.
Click the Settings tab.
Switch on Automatically enroll newly created patients in the rewards program, then click Save next to it. From now on, every patient you create is enrolled.
To enroll the patients you already have, click Enroll All Patients. This enrolls all patients except fired or archived patients. It starts right away, with no confirmation step.
Set your terms and conditions
These terms are displayed to patients when they join the program, so write them before you invite patients. To see what patients see, read Rewards Program FAQs.
On the Settings tab, scroll to Terms and Conditions.
Click in the text box and type or paste your terms. Use the toolbar above the box for bold, italics, and lists.
Click Save under the box. You see Terms and conditions saved!
Each save keeps a new version of your terms.
View a patient's points balance
Check a patient's balance when they ask how many points they have, or before you redeem a reward for them.
Click Patients in the left menu, search for the patient, and open their chart.
Click the Rewards icon (the gift icon) on the right edge of the chart. The Patient Rewards panel opens.
Read the panel:
Points: the patient's current balance.
Member since: the date the patient joined the program.
Activity: each time the patient earned points, and each adjustment or redemption, with the date and points. Points taken away show as negative numbers.
Referrals: the patient's referral code and the people they've referred. To link a referral that wasn't captured at booking, click Add (see How to Manually Add Patients for Referral Rewards).
If the patient has an action reward waiting for approval, it also shows in this panel under Action Rewards, with the same Complete and Cancel buttons as the Approve Rewards tab.
Adjust a patient's points
Adjust a balance by hand to fix a mistake, give goodwill points, or take back points given in error. Every adjustment needs a reason, and it appears in the patient's Activity list.
Add points
In the Patient Rewards panel, click Adjust balance.
In Points, enter the number of points to add.
In Description, enter the reason. Both fields are required.
Click Add Points. The balance updates, and the adjustment appears under Activity with your description.
Remove points
In the Patient Rewards panel, click Adjust balance.
In Points, enter a minus sign and the number of points to remove, for example -100. The button changes to Subtract Points.
In Description, enter the reason.
Click Subtract Points. The balance goes down, and the adjustment appears under Activity as a negative number.
Redeem points for a patient
Patients can redeem points themselves, and you can also do it for them at the front desk. You can only choose a reward you've set up on the Redemption Options tab.
In the Patient Rewards panel, click Redeem. The Redeem Reward Points window shows how many points the patient has available.
Click the Wallet Rewards tab or the Coupons tab. Rewards that cost more points than the patient has are greyed out.
Select the reward, then click Redeem Selected Reward.
The points are taken off the balance, and the redemption appears under Activity, for example Redeemed $10.00 to patient wallet. Wallet credit goes into the patient's wallet. The wallet amount at the top of the chart updates after you refresh the page. To view the patient's wallet, see Overview: Patient Wallet.
Review pending rewards
Some action rewards, such as following your practice on social media, give points only after a team member approves them. Until then, they wait on the Approve Rewards tab. Check this tab regularly so patients aren't left waiting.
Go to Settings → Payments → Rewards and click the Approve Rewards tab.
Review each row: Patient Name, Date, Reward Action, Points, and the patient's Note (for example, their social media handle).
Find the two buttons at the end of the row. Point to them to see their names: the check mark is Complete, for approving the reward, and the X is Cancel, for declining it.
For more on approving rewards, see Rewards Dashboard and Action Rewards.
Good to know
Enroll All Patients starts as soon as you click it. Patients who are fired or archived aren't enrolled.
Point adjustments and redemptions can't be undone with a button. To reverse an adjustment, make an opposite adjustment and explain why in Description.
Changes to credit tiers and coupon rewards only take effect after you click Save Credit Tiers or Save Coupon Rewards.
If you turn off every way to earn points, patients who are already enrolled keep access to their rewards, but new patients can't sign up in the Patient Portal.
Common questions
Do patients have to agree to the terms?
When patients join from the Patient Portal, they see your terms after clicking Join Now. See Rewards Program FAQs.
Can a patient earn from more than one reward on the same visit?
It depends on the reward type. For visit rewards, use How do these points combine with your other rewards? on the Reward Types tab. For purchases, see Consumption Rewards. For a first visit that's also a referral, see Action Rewards.
Does tax count toward the referral minimum?
No. Minimum Invoice Amount for Reward (Pre-Tax) is the invoice amount before tax.
Where do redeemed coupons and wallet credit go?
Into the patient's wallet, which shows their available balance and coupons. See Overview: Patient Wallet.
Troubleshooting
I don't see Rewards in Settings, or I can't save changes.
You need permission to manage rewards. Ask your Prospyr admin.
Patients don't see the option to join in the Patient Portal.
Check that at least one way to earn points is set up on the Reward Types tab. Patients can only sign up when the program has an active way to earn points.
A patient didn't get points for a visit.
On the Reward Types tab, check When are the points earned?. If it's set to When the invoice is paid in full, points are given only after the invoice is fully paid, and visits with no charge earn nothing. Also check for a 0-point rule that covers that visit, and whether Compete with them is selected.
A referral didn't earn points.
Make sure the referral is linked to the patient and the new patient's invoice reached the pre-tax minimum. See How to Manually Add Patients for Referral Rewards.
A reward is greyed out in the Redeem window.
The patient doesn't have enough points for it yet. Check their balance at the top of the Patient Rewards panel.
The coupon I want isn't in the coupon list.
Only existing coupons appear in the list. Create the coupon first, then add it on the Redemption Options tab.
A patient says they followed us on social media but has no points.
Check the Approve Rewards tab. Manual action rewards like this one give points only after a team member approves them. See Action Rewards.