1. OceanMD
  2. Administration & Billing
  3. Billing FAQ

Billing FAQ

Common questions related to billing for Ocean.

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How can I see more detail for my invoice?

At the end of each month, the payer for your site will receive an automatic invoice via email, outlining Ocean fees incurred during the past month. The invoice is intended to summarize the "bill items" for easy reading.

If you ever need to see a more detailed invoice, follow the steps outlined below.

  • Log in to the Ocean Portal. Click "Menu" in the top left corner and select "Admin".
  • From the Admin Settings page, click Billing. All of your previous invoices should be listed at the bottom of the page, under the "Invoices" heading.
  • Click the "View" button beside the specific invoice in question to see more details.
  • In window showing your detailed invoice, click "Download Bill Item Report", which will download a .csv file version of your invoice, which can be viewed in Excel).

Note: You will only be able to view your site's invoices if you an administrator for your site.

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Where can I find my old invoices?

Note: You will only be able to view all of your invoices if you are an administrator for your site.

  • Log in to the Ocean Portal. Click "Menu" in the top left corner and select "Admin".  
  • Click Billing within the Admin Settings page. All of your previous invoices should be listed at the bottom of the page, under the "Invoices" heading.
  • Click the "View" button beside the specific invoice in question to see more details.
  • In window showing your detailed invoice, you also have the option to "Download Bill Item Report" (a .csv file that you can view in Excel) and/or email the invoice again to your site's payer, using the "Email to Payer" button.

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Why am I seeing transaction (i.e. per message) fees on my invoice, despite having a Patient Messages Subscription?

If you are seeing per-message transaction fees for Patient Messages on your monthly invoice, you may have not yet linked your Ocean account to your EMR user account.

Linking your Ocean and EMR user accounts will allow you to send messages from the shortcuts in your EMR and ensure that these messages will be covered under your unlimited Patient Messages User Subscription.

To link your accounts, please follow the steps outlined in: "Link User EMR Accounts to Ocean User Accounts".

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Cancelling Ocean Services and Subscriptions

The majority of Ocean products are designed to be easy to start and stop at the clinic's full discretion.

The following support article details steps to disable billing for Tablets/Kiosks, Patient Messaging/Reminders, Website Form Links, Online Booking, and Studies: How do I cancel my Ocean subscription(s)? 

Submit A Formal Cancellation Request

If you need assistance cancelling any of your Ocean products or subscriptions, please submit a formal cancellation request to our support team via ocean.tip/support

A member of our team will review your account, confirm which products and subscriptions you would like to cancel, and process the cancellation of the requested services.

We do also strongly recommend that clinics take the time to follow up with their respective EMR vendors to alert them of their plans to cease the use of Ocean services so that the vendors can update their internal billing contracts.

Site-Wide Monthly Subscriptions

If your account is also on any monthly site-wide subscriptions, such as Ocean Patient Messaging or Studies, the EMR vendor must also be made aware of the cancellation request to correctly disabling reoccurring account billing on your monthly EMR invoice.

Please contact your EMR vendor directly by phone to update their billing team.

Disabling Ocean Cloud Connect's EMR Integration

As part of the cancellation process, it is recommended that your Cloud Connect integration be disconnected. To do so, please have an admin user sign in to your Ocean site and navigate to the Admin Settings page. From here, click Site Features, uncheck the box labelled "Enable Ocean Cloud Connect", and save changes.

Note: disconnecting Cloud Connect will sever the link between your EMR and Ocean site. If you still have unfinished patient responses pending on your site, Ocean will lose the ability to sync those notes to the EMR.

Please exercise caution before proceeding with this step.

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