Multi-Step Redemption

Multi-step redemption allows Tendo Marketplace offers to be set up so that purchased vouchers have multiple redemptions for individual portions of the bundle. For example, a bariatric surgery can be set up to include several sessions such as Pre-Op Testing, Nutritional Counseling, and Surgery. When the patient comes in for the pre-op testing, the hospital will redeem the Pre-Op Testing redemption and be paid for the testing.

Tendo generally recommends that you create multiple procedures that a patient could purchase in lieu of setting up multi-step redemption. For example, rather than including a chest X-ray in a surgery, the patient could purchase the Chest X-ray and the surgery.

However, if you need to set up multi-step redemption, contact Tendo Support.

Set Up

Multi-step Redemption must be set up on the individual offer level.  

Limitations

Providers can’t participate in automated claims redemption

Because multi-step redemption vouchers are set up with named sessions, Tendo cannot redeem vouchers with multi-step redemption based on claims because the sessions can’t be matched to CPT® codes.

Set Redemption Order

Vouchers must be redeemed/unredeemed in the exact order that the procedure was set up, so in the example above, you cannot redeem Nutritional Counseling before Pre-Op Testing.

Inability to refund specific sessions

Because vouchers must be redeemed in a specific order, we cannot refund some early sessions of the voucher while allowing later sessions to be redeemed. For example, if the patient didn’t need the Pre-Op Testing, Tendo can’t refund the patient for that section and allow the other two sessions to be redeemed.

Cancellation/Refund

Multi-step redemption vouchers can be partially canceled, which allows Tendo to refund the purchaser (patient or employer) to receive the remaining unused funds on a voucher. However, we are limited to refunding only one time. After vouchers have been partially canceled, we cannot redeem/unredeem other sessions.

Different payment methods have different limitations on the number of days back that we can refund patients.

Example

A patient purchases a voucher with Session 1, Session 2, Session 3. If Session 1 was redeemed, we could cancel the voucher and refund Session 2 and Session 3. After that, we cannot unredeem Session 1 and recoup the money from the providers and then cancel and refund the purchaser for Session 1.

We can manually recoup the money using a fund transfer.

CareCredit Limitations

Due to federal lending laws, CareCredit can only finance procedures up to 30 days in advance. If a procedure is purchased with CareCredit, the entire procedure must be performed within 30 days. The patient cannot have the first session (or sessions) within 30 days and then later session(s) after 30 days.

Updating Pricing

Pricing for procedures that have multi-step redemption must be done manually to insure that the multi-step redemption pricing is calculated correctly. This can be time-consuming if you frequently update your pricing or have a lot of procedures.