In this episode, we tackle one of healthcare’s biggest headaches: chasing payment from patients. With 88% of providers still relying on manual billing and endless phone calls, practices are burning time, money, and staff energy.

We break down five practical strategies to modernize your payment process—from automating reminders and simplifying patient statements to offering flexible payment plans like FlexPay and integrating your billing systems for a seamless workflow.

Learn how automation can boost collections by up to 75%, how 0% financing options can improve patient satisfaction, and how integration keeps your team focused on care—not collections.

Tune in to discover how to get paid faster, reduce burnout, and create a smoother payment experience for your patients.

Transcript

Narrator: 00:00

Welcome to the Billing Blueprint Podcast, your go to resource for innovative medical billing solutions. Each episode we explore the latest industry trends and share proven strategies to help your practice streamline operations and get paid faster. Now here are your hosts, Brad and Sarah.

Sarah: 00:22

 Welcome to the Deep Dive. Today we're jumping right into what's arguably healthcare's biggest headache. Actually collecting patient payments. You know, with high deductible plans everywhere and insurance rules getting crazier, practices are really struggling. They're often left chasing money that just stalls.

Brad: 00:40

 It really is the central issue for anyone managing revenue today. Patient responsibility keeps climbing. And the real bottleneck we found looking at all our sources is just sticking to old manual ways of getting paid. So our mission here in this deep dive is to give you five concrete strategies, things you can actually do to help your practice stop wasting time, stop burning resources on, you know, endless manual collections.

Sarah: 01:07

 Yeah, like staff just making call after call, leaving voicemails.

Brad: 01:11

 Exactly. We want to help you avoid that kind of staff burnout.

Sarah: 01:14

 And we should probably start by saying just how common this old way still is. I mean, it's not like it's a few places lagging behind.

Brad: 01:19

 No, it's pervasive. The data we gathered is, frankly, a bit shocking. Something like 88% of providers told us they're still relying heavily on manual stuff. That includes staff making those really time consuming phone calls just to nudge patients about their bills. If you're serious about modernizing you, you really have to tackle that 88%.

Sarah: 01:39

 Okay. Right, so let's unpack that. Where do we start? The first big strategic move seems to be all about consistency. Taking the guesswork out.

Brad: 01:47

 Absolutely. Tip number one has to be automation. Automate those payment reminders across different channels. The problem with doing it manually, phone, paper, even one off emails, isn't just the time it eats up. It's that it's inherently inconsistent.

Sarah: 02:02

 And inconsistent communication just leads to late payments, right?

Brad: 02:05

 Exactly. Staff time is just way too precious to spend. Reminding someone about a standard balance. It's not a good use of their skills.

Sarah: 02:12

 The payoff for automating seems huge, Maybe the quickest win for cash flow. We saw this one stat that really jumped out. Practices that automate C collections jump by as much as 75%.

Brad: 02:21

 Yeah, in some cases, 75%. It sounds massive, and it is. But when you look at how that happens, it's really about smoothing things out, making it consistent. Automated systems, they put billing on a reliable schedule. You can set them up, for instance, to send maybe three reminders. Email, text, say at 7, 14 and 21 days after the first bill goes out. And critically, the moment that payment comes in, the system stops bothering the patient. That reliability cuts down waste and just make people more likely to pay.

Sarah: 02:50

 Okay, so that automation piece naturally leads to the next point. Or tip two, if the system's doing most of the reminding, what does that mean for the staff?

Brad: 02:59

 That's the second big shift.

Sarah: 03:00

 Yeah.

Brad: 03:01

 You have to actively work to reduce the number of payment reminder calls your staff makes. We talk a lot about the dollar cost, but there's also this phone call fatigue. Every minute someone spends dialing, maybe leaving yet another voicemail, that's a minute they aren't spending on coordinating actual patient care. And that really wears people down. Slows everything else down too.

Sarah: 03:20

 So automation isn't just about getting paid faster, it's about like redesigning the job, freeing people up totally.

Brad: 03:26

 It takes over the routine stuff, the bulk of those collection calls. So your team can then focus their energy on the exceptions, the complex cases, the patients who genuinely need a bit more hand holding or a human conversation. It makes for a much better work environment.

Sarah: 03:43

 Okay.

Brad: 03:44

 And you know, if you want to get even more strategic about it, you can think about when you ask for payment. There's this concept of pre-visit billing.

Sarah: 03:51

 Ah, okay. So instead of chasing them after the fact.

Brad: 03:54

 Right. Instead of waiting until after the appointment when maybe they're trying to figure out insurance claims. And it all feels complicated. You send a secure IPA compliant link before they even come in. Text or email.

Sarah: 04:05

 That feels like a smarter approach. You're asking when they're already thinking about the visit, getting prepared, not chasing them. Like a debt collector two months later.

Brad: 04:13

 Precisely. It shifts that payment conversation much earlier in the cycle. And importantly, it doesn't add any extra manual work for your staff. It's a really effective way to boost cash flow and make the patient experience better at the same time.

Sarah: 04:26

 A. Okay, so you've got consistent automated reminders. Staff are freed up. But what if the patient gets that reminder, clicks the link, and the bill itself makes no sense? That seems like a major failure point.

Brad: 04:38

 Oh, absolutely. And that brings us straight to tip 3. Use clear, patient friendly statements. It sounds basic, but it's critical. What's really interesting is that confusion just not understanding the bill is often a bigger reason for delay than the actual amount owed. Medical bills are finished for this, right? Complex codes, jargon, confusing EOB references.

Sarah: 05:00

 Yeah, definitely.

Brad: 05:01

 If patients have to spend 20 minutes just trying to figure out what they owe and why, they're just going to.

Sarah: 05:05

 Put it Aside, and we actually have data that, a U.S. bank report found that confusing medical bills are a top reason patients delay paying. If the bill itself creates friction, you're slowing down your own revenue.

Brad: 05:16

 So the fix here requires real consistency and just plain language everywhere. Whether it's a paper bill in the mail and ebill online, or what they see in the payment portal, it has to clearly say what's due and how to pay it. Simple, clear, consistent.

Sarah: 05:30

 And the delivery method can help with that clarity now, too. Right. Paper bills don't have to be so old fashioned.

Brad: 05:36

 Exactly. Mailed bills can include things like a scannable QR code or maybe a unique payment link printed right on it.

Sarah: 05:44

 Okay.

Brad: 05:44

 That link takes the patient straight to a secure portal. Maybe something like paywoot.com, the source has mentioned, where they can see the bill clearly and pay instantly, even as a guest, crucially, without needing to remember yet another username and password.

Sarah: 05:58

 That instant access, that convenience, that's huge.

Brad: 06:01

 It really is. And often the source material pointed out, for every paid paper notice sent out, there's also a free online E bill version available. That consistency just removes guesswork for the patient, makes the whole thing feel less like a hassle.

Sarah: 06:15

 All right, so clarity and consistency get the patient ready to pay. But then there's the elephant in the room. Yeah, the actual cost. If someone's looking at a $1,500 bill because of their deductible, even the clearest statement won't make the money appear.

Brad: 06:28

 Yeah, that's the tough reality.

Sarah: 06:30

 Which leads us nicely into tip number four. You need to offer flexible payment options.

Brad: 06:35

 This is so important. The financial situation for many patients is just tight. Expecting full payment within 30 days for a large bill isn't always realistic. We saw that 44% of patients said they couldn't pay a bill over $1,000 in full right away.

Sarah: 06:49

 Wow. Must have.

Brad: 06:50

 Yeah. So you have to ask yourself, if your practice isn't offering some kind of flexibility, where does that money end up? Often, nowhere.

Sarah: 06:58

 But patients want flexibility, right? The data showed that too.

Brad: 07:01

 They do. 52% said they would sign up for a payment plan if offered for a large balance. So the demand is definitely there.

Sarah: 07:08

 Okay, before we get into the more advanced stuff, what are the basics? What payment methods should every practice accept?

Brad: 07:13

 Now, you really need to cover all the bases online, obviously, in the office, by phone, good old-fashioned mail, but also increasingly, mobile wallets. Think Google Pay, Apple Pay and accept both credit, debit and E check. Make it easy. Don't let a small inconvenience become a reason not to pay.

Sarah: 07:32

 Right. Now let's tackle those bigger balances. This is where it gets interesting. You mentioned that 77% of practices already offer some kind of in-house payment plan. So why do we need fancier tools like plan pay for installments or autopay for recurring payments?

Brad: 07:50

 That's a really good question. Because those traditional in house plans, they can be a nightmare to manage. Staff spend time tracking payments, chasing late ones, managing the risk. The real difference with modern financing options is that they're designed to take the risk off the practices plate. We're talking about tools like FlexPay.

Sarah: 08:07

 Okay. FlexPay. This sounded like a potential game changer. Sort of a win-win. Tell us more about that one.

Brad: 08:12

 It really can be. FlexPay is built specifically for those larger healthcare balances. Applying takes like under a minute. Crucially, it does not require a hard credit check for the patient.

Sarah: 08:21

 No hard credit check. Okay.

Brad: 08:22

 And here's the key. Yeah. Every single patient who gets approved is guaranteed a zero percent interest financing option. Zero percent? That makes a big bill manageable for the patient.

Sarah: 08:34

 That's huge for the patient. But what about the practice?

Brad: 08:36

 Ah, that's the strategic brilliance for the practice. The practice gets the full payment immediately, usually the next business day.

Sarah: 08:43

 Whoa. Okay, so the practice isn't waiting months or years for installments. You get the cash flow right away, and the patient gets manageable payments at 0% interest.

Brad: 08:53

 Exactly. You eliminate the financial risk, you eliminate the administrative burden of managing the plan, and you make care affordable. It turns a potential bad debt into. Into immediate revenue.

Sarah: 09:04

 That's. Yeah, that's pretty compelling.

Brad: 09:06

 Absolutely. And it's catching on fast. Nearly half of practice's 48% already offer some kind of buy now, pay later option. So this is becoming the expectation. Really?

Sarah: 09:15

 Okay, that covers flexibility. Finally, let's bring it all together with tip number five, which is all about connection. You need to integrate your payment and reminder process with your main billing system.

Brad: 09:25

 Yes. Trying to manage billing here, collections over there, maybe payments through another portal. It's just asking for trouble. Disconnected systems create gaps. You get duplicate bills, accounts fall through the cracks. It's chaos.

Sarah: 09:39

 And remember that scary stat providers often fail to collect 30, even 50% of outstanding patient balances. A lot of that comes down to systems simply not talking to each other effectively.

Brad: 09:50

 So the goal isn't just using digital tools. It's creating a single unified workflow. Integration means information flows smoothly in real time between your payment system and your main practice management system. And the ability to connect Seems pretty broad. Now, the sources mentioned connecting with what, over a hundred different PM systems?

Sarah: 10:09

 Yeah, over a hundred. That covers pretty much any setup a practice might have. And that seamless connection saves staff so much time. No more double data entry, no more manual reconciliation headaches. And this integration logic extends right into collections too, through what's called integrated collection services.

Brad: 10:25

 How is it different from just handing accounts over to a typical collection agency? The big difference is control and respect for the patient relationship. The practice sets the rules. The practice decides exactly which accounts go into recovery and when. And because it's integrated, the process can remain sensitive. For example, the licensed recovery specialists there in all 50 states, by the way, are trained to be courteous. And get this, 75% of them are bilingual.

Sarah: 10:53

 Wow, 75% bilingual. That's significant.

Brad: 10:56

 It is. It breaks down language barriers and really increases the chance of actually recovering the payment without destroying the relationship with the patient.

Sarah: 11:04

 And like the financing piece, there's an immediate financial benefit here too, right?

Brad: 11:08

 Absolutely. When payments are collected through this integrated service, the money goes directly into the practice's account. You skip that long waiting period you often get with traditional agencies acting as middlemen. It's all managed within one system.

Sarah: 11:20

 So a unified workflow means fewer errors, less confusion, lower admin costs, just a healthier revenue cycle overall.

Brad: 11:27

 Exactly. Much less stressful for everyone involved.

Sarah: 11:29

 Okay, that wraps up our five key strategies. It feels like modernizing isn't just about plugging in some new software. It's really a strategic effort to remove all the barriers. Confusing bills, rigid payment deadlines, disconnected systems. The goal is the practice gets paid faster. Yes, but also staff gets relief from tedious tasks, and patients actually feel supported even through the financial part of their care.

Brad: 11:52

 Precisely. We started out by acknowledging that huge number. 88% of practices still stuck in manual mode. The path forward we've outlined today, automating reminders, clarifying statements, offering flexibility. Integrating systems makes the whole process more efficient, more humane, really.

Sarah: 12:09

 So for you, the listener, what's the takeaway? We've heard automation can boost collections by maybe 75%. Integrated financing gets you paid up front. Given all the headaches, the staff time, the sheer frustration of manual collections, what's the real cost to your practice if you don't make these changes, not just in lost dollars today, but thinking longer term staff, leaving trouble, hiring, damaging patient trust, what's the cost of sticking with the status quo? That's definitely something to mull over.

Narrator: 12:37

Thanks for tuning into the Billing Blueprint podcast. For more insights or to dive deeper dive deeper into today's topics. Head over to billflash.com. Don't forget to subscribe and we'll catch you next week with more strategies to keep your practice running smoothly and getting paid faster

Sources:

5 Tips for Modernizing Your Medical Practice’s Payment Reminder Process