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Cloud 9 — Email or Print Statements From the Statement Queue

Josh Grabia
Updated

The Cloud 9 Statement Queue generates and delivers monthly statements filtered by aging, balance amounts, locations, providers, and transaction date ranges. Use it to print, download, or email statements to patients.

Quick Answer

To email or print statements in Cloud 9, navigate to Financial > Statement Queue, click the Generate Statements icon, configure your filters, click 'Generate', select patients from the list, then click the Print or Send Statements (email) icon. Emailing mass statements requires a BDS account integration set up by the Cloud 9 Implementations department.

Applies To

Product: Cloud 9
Plan: All plans
Role: Front Desk, Office Manager, Admin

Before You Begin

  • Practices can print or download mass statements without any additional setup.
  • To email mass statements, your practice must have a BDS account integration. Contact the Cloud 9 Implementations department (not Cloud 9 Support) to arrange this: cloud9implementations@planetdds.com | (800) 394-6050 ext. 5.
  • Review available Statement Layouts before generating statements. To view layout examples, click Help in the menu bar, select 'Documentation', scroll to the Financial category, and select 'Statement Layouts'.

Steps

Part A — Set a Default Statement Layout Form Type (Optional)

  1. Click 'Edit' in the menu bar, then select 'Practice Information'.

→ The Practice Information window opens.

  1. Click the 'Forms' tab.

→ The Forms settings panel is displayed.

  1. Locate the 'Statements' row and use the dropdown to select the desired Statement Form. Multiple options are available.
  2. Click 'Save and Close'.

→ The selected Statement Form Type is saved as the default for the Statement Queue.

Part B — Access the Statement Queue and Understand the Toolbar Icons

  1. Click 'Financial' in the menu bar, then select 'Statement Queue'.

→ The Statement Queue screen opens, displaying the toolbar with action icons.

The Statement Queue toolbar contains the following icons:

  • Print icon — Prints the generated statements.
  • Download icon — Downloads the generated statements.
  • Generate Statements icon — Opens the Generate Statements window to set filters and generate the statement list.
  • Send Statements (Email) icon — Emails the generated statements (requires BDS integration).
  • Mark as Printed icon — Marks selected statements as printed.

Part C — Generate Statements

  1. Click the Generate Statements icon (refresh/cycle icon) in the Statement Queue toolbar.

→ The Generate Statements window opens with sections for Age/Amount of Balances, Locations/Providers, Transactions, Statement Information, and Statement Messages.

  1. In the 'Age/Amount of Balances to Include' section, select the appropriate option:
  • All — Generates statements for all patients who have ever had a financial transaction posted, including $0.00 balances.
  • All Non-Zero — Generates statements for all patients with a balance, including patients with credits.
  • All Positive Total Due — Generates statements for all patients with a positive Total Due.
  • All Past Due — Generates statements for all patients with past due amounts.
  • All Due Now — Generates statements for all patients with amounts due now.
  • All Over 10 / All Over 30 / All Over 60 / All Over 90 — Generates statements limited to those specific age ranges.
  • Include Balances of at Least — Sets the minimum balance threshold for inclusion.

  1. In the 'Locations/Providers to Include' section, select the location(s) and provider(s) to include. Use the 'Filter By' dropdown to filter by Transaction or by Patient.

  1. In the 'Transactions to Include' section, configure the following fields:
  • Responsible Party From / To — Leave blank to include all responsible parties. For large offices, split alphabetically (e.g., A–L, then M–Z) to prevent statement generation from timing out.
  • Show Transactions Since — Set the date from which transactions should appear on statements.
  • Include Transactions Through — Set a comprehensive future date through which transactions are included.
  • Show Adjustments — Check this option to include adjustments on the statement.

  1. In the 'Statement Information' section, configure the following fields:
  • Statement Form Type — Select the Statement Layout. See Before You Begin for instructions on viewing available layouts.
  • Statement Due Date — Select Custom Date or Contract Charge Date.
  • Practice Location — Select the practice location whose name, address, and phone number should appear on the statements.
  • Print Credit Card Box — Check this option to include a credit card entry section on mailed statements.

  1. In the 'Statement Messages' section, enter customized messages for specific aging categories (Print on All, Print on Current Due, Print on Over 30, Print on Over 60, Print on Over 90).

  1. Once all parameters are configured, click the 'Generate' button.

→ The list of patient statements is displayed in the Statement Queue.

Part D — Print or Email the Generated Statements

  1. In the 'Status' checkbox column, click the header checkbox to select all statements, or check individual patients as needed.
  2. To print, click the Print icon. To email, click the Send Statements icon.

→ A notification is recorded on each patient's ledger confirming that a statement has been printed or sent.

Expected Result

When complete, the selected patient statements will have been printed, downloaded, or emailed. Each patient's ledger will display a notification confirming the statement was printed or sent. If statements are not appearing in the queue after clicking 'Generate', verify that your Age/Amount and date range filters match the patients' current balances.

Troubleshooting

Problem: The Send Statements (email) icon is unavailable or grayed out
Cause: The practice does not have a BDS account integration enabled.
Fix: Contact the Cloud 9 Implementations department — not Cloud 9 Support — to set up BDS integration: cloud9implementations@planetdds.com | (800) 394-6050 ext. 5.

Problem: Statement generation times out for large offices
Cause: Too many statements are being generated at once.
Fix: In the 'Responsible Party From / To' fields, split the generation into alphabetical batches (e.g., A–L first, then M–Z) as described in Step 9.

Problem: No statements appear in the queue after clicking 'Generate'
Cause: The selected Age/Amount filter or date range does not match any patient balances.
Fix: Return to the Generate Statements window, broaden the balance filter (e.g., select 'All Non-Zero'), and verify the transaction date range, then click 'Generate' again.

Need More Help?

If these steps did not resolve your issue, contact Planet DDS Support and include the following:

  • Screenshot or screen recording of the issue
  • Your account name or Practice Group ID (PGID)
  • The exact error message text, if any
  • What you were doing when the issue occurred

You can also reach Cloud 9 Support by emailing cloud9support@planetdds.com, chatting online at https://cloud9support.planetdds.com/hc/en-us, or calling (800) 394-6050, option 2, Monday–Friday, 8:00 AM–8:00 PM EST.

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