Otto Care Memberships
Care 101
What is a Care Membership?
Explains what a Care Membership is: an annual package of veterinary benefits split into 12 monthly payments, managed through Otto Flow and Pet Portal.
How to Talk about Care Memberships (scheduling to checkout)
Scripts for front-desk staff, techs, and DVMs on introducing and reinforcing Care Memberships from scheduling through checkout.
Understanding the Synergy Between Care Memberships and Pet Insurance
Explains how Care Memberships and pet insurance complement each other for routine, emergency, and pre-existing condition coverage.
How the Paid In Full Process Works for Care Memberships
Explains the Paid In Full option for Care Memberships: enrollment, payment collection, and the cancellation and refund policy.
Care Setup
How to set up Flow Payments for Care
How to connect Stripe in Flow settings so Care Membership payments can be collected and deposited into your bank account.
Setting Up Care Membership Payments in CORNERSTONE
Setup steps for accepting Care Membership payments in Cornerstone: creating a payment type, syncing credit codes, and optionally adding an Otto employee.
Steps for integrated Care Wizard functionality (Avimark, Cornerstone, Impromed)
How to configure Flow payment settings so Care Membership payments sync through the integrated Care Wizard in Avimark, Cornerstone, or Impromed.
Enrolling a Pet on a Care Plan
Enrolling a Pet on a Care Plan
Walks through every way a pet parent can enroll in a Care Plan and how staff complete enrollment from a pet's Flow profile.
What Payment Methods can be used for a Care Membership?
Lists accepted payment methods for Care Memberships: major credit and debit cards, plus the Care Credit Mastercard; no cash.
Care Plan Management
Consuming Care Benefits through Flow
Step-by-step guide to consuming Care Plan benefits in Flow: selecting the invoice, applying exams and Instant Account Credit, and confirming the bonus discount.
Managing a Care Plan Benefit Consumption
How to edit the usage date, delete, or edit the most recent benefit usage on an active Care Membership.
Best Practices for Processing Plan Benefits
Best practices and step-by-step process for consuming Care Plan benefits in Flow without errors or billing issues.
Writebacks for Benefit Consumption - CORNERSTONE
How to save (not post) a Cornerstone invoice so it pulls into Flow for benefit consumption and writes back correctly.
Care Plan Renewal Workflow
Explains Care Plan renewal emails, when opt-out is blocked, and how unused Instant Account Credit rolls over at renewal.
How to Upgrade a Care Plan
Step-by-step guide to upgrading a pet's Care Plan through the Manage Membership tool and how the cost difference is calculated.
Upgrades, Downgrades, Cancellations; Best Practices
Best practices for upgrading, downgrading, and cancelling Care Memberships, including true-up costs, refunds, and renewal opt-outs.
How to Cancel a Care Plan Membership
Step-by-step guide to cancelling a Care Plan membership through the Manage Membership tool, covering true-up amounts, discounts, and refunds.
Transferring Care Memberships (Workflow)
Step-by-step workflow for transferring a Care Membership from one pet to another pet on the same Flow account.
Transferring Care Memberships (Do's and Dont's)
Rules for when a Care Membership can and cannot be transferred between pets or clients.
Managing a Care Plan Billing Date
How to change a Care Membership's monthly billing date for future billing cycles.
How to Update Billing Info in your Pet Portal
How pet parents update their payment card for a Care Membership through the Pet Portal.
Submitting a Care Related Support Ticket
How to submit a Care Membership support ticket through the Manage Membership tool for faster turnaround than standard Flow requests.
Accounting/Payments Processes
Care Membership Accounting Basics
Guide to the journal entries clinics use for Care Membership enrollments, payments, benefit usage, and cancellations.
Cash-Based Accounting and the Care Financial Report
Explains cash-based accounting and how to use the Care Financial Report's Payments section for bookkeeping.
How do I get paid for my monthly Care Payments?
Explains the payout schedule and delay for Care Membership payments, and where to find Membership payouts in Reporting.
Interpreting the Care Payments Report
Explains the key metrics and columns in the Care Payments report: amount captured, fees, and net payments.
Interpreting the Care Enrollments Report
Explains the key metrics and columns in the Care Enrollments report: unbilled A/R, deferred revenue, plan revenue, and discounts.
Interpreting the Benefits Usage Report
Explains the key metrics and columns in the Care Benefit Usage report: revenue, deferred revenue, discounts, and payments.
Interpreting the Cancellations Report
Explains the Past Due Payments and Cancelled Enrollments reports, including the true-up payment schedule and status columns.
Cancelled Enrollments in the Care Financial Report
Explains the Cancelled Enrollments report's payment schedule and true-up status columns for cancelled Care Memberships.
Care Benefit End of Day Reconciliation Auditing
Step-by-step guide to reconciling Care Plan Coverage totals between your PIMS end-of-day report and the Care Financial Report.
New Credit Card Retry Workflow for Care Memberships
Explains the automatic smart retry system that charges additional cards on file when a Care Membership payment fails.
Otto Care Memberships Pastdue Payment Outreach Process
Explains how the Chronos teletriage team handles outreach to pet parents with past-due Care Membership payments, and when the clinic takes over.
How to handle default Care Payments (cancel plan + collections)
Workflow for cancelling a defaulted Care Membership and handing the true-up balance to your own collections process.
Managing Payment Disputes in Flow
How to view, respond to, and track Care Membership payment disputes directly in Flow's Disputes tab.
Templated Response for Care Disputes
Templated response and evidence checklist for winning a Care Membership payment dispute in Flow.