Patient balances are a growing share of practice revenue as high-deductible plans become more common. Patients are more willing to pay when they understand the bill before it arrives, and when the process feels fair and predictable.
Make the first statement easy to understand
- Explain what the insurer paid, what was adjusted, and what the patient owes in plain language
- Use the same format every time so patients learn to read it
- Include a clear due date and the payment options available
- Provide a phone number and a person to contact for questions
Offer options before escalation
Payment plans, reasonable reminders, and the option to pay online reduce both bad debt and complaints. Escalation should follow a written policy, and every step should be documented so patients are treated consistently.
Check your local and state rules on patient billing and collections before you set a policy, because requirements differ.
Want a second opinion?
Bring us your denial and A/R reports.
We will review them with you and tell you which problems are process issues and which are one-off losses.
Book a free review