Hello there, this has been a rather ridiculous issue.
Earlier this year we were informed by ECW that our credit card payment processor would be switching from Vantiv to Global Payments (formerly OpenEdge) - Global Payments shipped us new USB card readers for our desktop computers to collect payment at check out but apparently none of the project managers involved realized we also use eClinicalWorks Kiosk app on iPads with ID Tech iMag II card readers to collect payment at patient check-in.
The IDTech iMag II card readers were only compatible with Vantiv - at one point Global Payments compatible models were manufactured but have apparently been discontinued and are not available to purchase anywhere. The Global Payments models use a different encryption method compared to the Vantiv models which is why our old Vantiv models won’t work with Global Payments.
So now we are left in a useless situation where we cannot accept payment at our kiosks and the ECW/Healow team have no answers for us. They basically completely dropped the ball and I had to spend essentially several weeks gathering information from ECW, Healow, GlobalPayments, their old partnered kiosk vendor Vault Enclosures and their new partnered kiosk vendor Ledabour.
For weeks ECW/Healow team were insistent that Global Payments could provide compatible readers but that turned out not to be true.
After spending weeks consulting with all of the above I discovered there is no Global Payments compatible card reader currently available and all the Healow team could tell me after this was that they are working on a solution but it likely won’t be available for months.
We can’t be the only practice in this situation, has this happened to anyone else and did you get the same answers I did?
I just can’t believe they dropped the ball so hard and are now alienating our patients as patients are accustomed to paying at check-in on the kiosks and have been doing so for years at this point.
To ECW: I’ve already been in contact with my SAM, Healow lead and essentially anyone else involved, a case doesn’t need to be created for this as it would just waste the time of everyone involved. Thank you.