Keep Open Lines of Communication With Patients for Increased Revenue

Posted by Dawn Lunde on Wed, Dec 28, 2016 @ 08:23 AM

Effective communication helps boost healthcare facility revenue.
Effective communication helps boost healthcare facility revenue.

Every healthcare facility's goal should be to capture 100 percent of revenue as soon as patients receive care. There are numerous reasons why this isn't the case in the real world, but that shouldn't stop providers from trying to increase the amount of revenue they capture. There are plenty of steps providers can take to improve their patient pay revenue, with one of the most important being the use of healthcare payment systems. There's another vital human aspect to consider, one that works synergistically with an advanced payment solution: open, honest, and proactive communication with patients.

"Clear, respectful communication about patient fiscal responsibility and their options are vital."

Making Communication a Priority
There are many different reasons patients don't pay following an exam or procedure. Some simply don't have the funds on hand. Others may legitimately forget to bring their debit or credit card or believe in the old method of waiting for a bill in the mail. No matter the reason behind not paying up front, it's a serious issue for providers.

Clear, respectful communication about patient fiscal responsibility and their options are vital in these situations. A patient who can't afford expensive treatment up front and their provider doesn't offer card-on-file payment plans may simply not pay after a certain point. Either way, the outcome is poor for both the patient and provider.

Leaders at a facility have to make sure staff prioritize proactive conversations with patients old and new, as well as develop a framework for how those conversations should take place. One important building block is directly discussing financial obligations as a patient arrives at the facility. This lets the provider set its clear expectations early on. This is also time to discuss payment options, including different types you accept. These are mutually agreeable ways to set up a payment plan if the patient can't provide the full amount that day.

Discussing your organization's position on patient payments is an important step with new patients, and should be heard in person as well as documented in physical or digital documents. These initial conversations can then be reinforced during subsequent visits, ensuring everyone is on the same page about when, how, and where payments are expected.

Tags: Patient Payments, Payment Strategies

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  • "We have so much more information available to us with SBP than with our previous service. It's offering our patients more flexibility, and happier patients are much more pleasant for our Billing Office to deal with."

    - Kurt A.
    Revenue Cycle Manager
    National Imaging Center
  • "The staff at Secure Bill Pay have been an excellent revenue cycle partner in assisting us with setting up our processes, helping us review and analyze our results and identify opportunities at our various locations. They partner with us to identify new solutions and services as we have grown. The reliability for payment processing has been very good and our requests for Customer Support are handled very timely and thoroughly."
    - Kathleen J.
    Central Business Office Manager
    Multi-Hospital & Clinic Health System
  • "Our volume of patient credit/debit card payments increased by 44% in the first month of the service compared to that same month a year prior (with the same patient volume). We attribute that to now having online bill pay and better ability to collect at the POS for all of our locations [where we had not been before], even the outreach sites!"
    - Terry M.
    Practice Administrator
    Orthopedic Spine Surgery Group
  • “I’ve been shocked with the success of the online bill paying program... Patients come to us in acute health care situations. Bill paying is not their highest priority. We didn’t expect so many patients to use Secure Bill Pay so quickly, but the statistics speak for themselves.”
    - Beth M.
    VP Revenue Cycle
    Large University Health System
  • "Before Secure Bill Pay, online bill pay only accounted for one percent of our payments. After just six months of using Secure Bill Pay’s no-login solution, that number reached 10 percent."
    - Jen R.
    Finance Manager
    Large Ophthalmology Practice
  • “The nice part about Secure Bill Pay is the breadth of tools available to manage the entire patient pay process. But the best part is the outcomes we’ve seen, including year-over-year double-digit increases in patient pay revenue that are not wholly due to industry or volume changes.”

    "The integration with our PM/EMR software is simply icing on the cake."

    - Steve M.
    Director of Business Services
    Large Integrated Health System
  • "Senior Management is thrilled with the numbers coming through due to our implementation of Secure Bill Pay."
    - Kim W.
    Business Office Supervisor
    Inpatient & Outpatient Psychiatric Facility
  • "The system was received with open arms at each clinic. All had a few questions at first, but as you said, it was simple to get comfortable."
    - Sue C.
    Practice Manager
    Large Nephrology Practice
  • "Secure Bill Pay has streamlined our credit card process. It has been beneficial from a processing end to a storage and search of record end. Certainly saves us time!"
    - Jackie F.
    Business Office Manager
    Dematology Practice
  • "It is easy to talk about a product and service we are totally happy with!"
    - Cheryl M.
    Practice Manager
    Mid-size Ophthalmology Practice
  • "We're impressed. Thank you for not being afraid of any question we may ask and answering it in a straightforward manner. This gives us more confidence."
    - Grant E.
    Revenue Cycle Manager
    Large Dermatology Clinic
  • "Secure Bill Pay  is a much more efficient option for collecting patient payments... It is a forward thinking approach for healthcare revenue. Dynamics have switched where we all need to think and act like a business versus a service."

    - Julie H.
    Director of Business Services
    Large Physician Group


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