Patient Billing and Collections

Patient Billing & Collections Service Brief

Clear, Professional Billing Services & Respectful Collections to Maintain Positive Patient Relationships While Improving Cash Flow

1. Introduction

For dental practices, financial success is tied closely to two factors: providing excellent patient care and ensuring timely payment for services rendered. While most patients want to pay their bills promptly, confusion over charges, insurance coverage gaps, and busy schedules can delay payments. Poor billing communication or overly aggressive collection tactics can damage patient trust, leading to attrition and reputational harm.

Our Patient Billing & Collections service is designed to strike the perfect balance: clear, accurate, and timely billing paired with respectful, compassionate collections practices. This approach ensures your practice maintains positive relationships with patients while achieving consistent, predictable cash flow.

2. Service Overview

We handle the entire billing and collections lifecycle with a focus on clarity, professionalism, and patient experience:

1. Billing Preparation & Accuracy
• Verify insurance claims have been processed and applied correctly before billing patients
• Ensure all statements are free of coding errors or duplicate charges.
• Include clear breakdowns of insurance payments, adjustments, and patient responsibility.
2. Statement Delivery
• Send easy-to-read statements via mail, email, or secure patient portals.
• Use plain language and minimal jargon to improve understanding.
• Provide clear due dates and instructions for payment.
3. Multiple Payment Options
• Accept credit/debit cards, ACH, online payments, and in-office payments.
• Offer payment plans for patients with larger balances.
• Integrate financing solutions where possible.
4. Reminder & Follow-Up System
• Send friendly payment reminders via text, email, or phone before accounts become overdue.
• Ensure reminders are empathetic and solution-oriented.
5. Respectful Collections
• For overdue accounts, initiate professional and compassionate outreach.
• Offer payment arrangements to help patients meet obligations without strain.
• Use third-party collection agencies only when absolutely necessary—and only those that uphold the same patient-care values.
6. Reporting & Monitoring
• Provide monthly AR (Accounts Receivable) reports.
• Track collection rates, average payment timeframes, and outstanding balances.
• Recommend process improvements based on trends.
3. Why This Service is Vital for Dental Practices

Many practices underestimate the impact of billing on patient satisfaction and retention.

• Confusing statements can lead to frustration and delayed payment.
• Poor follow-up can result in uncollectible accounts.
• Harsh collections tactics can alienate patients permanently.

When billing and collections are handled well:

• Patients feel respected and informed.
• Payments are received faster.
• The practice maintains a professional, trustworthy image.
• Staff spend less time chasing payments and more time focusing on patient care.
4. Key Benefits of Our Patient Billing & Collections Service
1. Improved Cash Flow

Accurate billing and timely follow-up ensure payments come in consistently, reducing the financial uncertainty that slows growth.

2. Reduced Administrative Burden

Your front desk and administrative staff no longer have to spend hours on phone calls, statement prep, or manual payment tracking.

3. Enhanced Patient Trust

Clear statements and empathetic communication make patients feel respected and valued, even when discussing financial matters.

4. Higher Collection Rates

A structured, consistent follow-up process results in more payments collected with fewer accounts sent to collections.

5. Better Financial Planning

With predictable payment patterns and accurate reporting, you can plan investments and manage expenses more effectively.

6. Compliance & Accuracy
5. How We Ensure Clarity, Professionalism & Respect
1. Patient-Centric Communication – Every interaction is framed with empathy, understanding, and professionalism.
2. Transparent Statements – Bills are designed to be easy to read, with clear explanations of charges and insurance adjustments.
3. Flexible Payment Solutions – Multiple payment methods and payment plans make it easier for patients to meet obligations.
4. Compliance & Privacy – All processes are HIPAA-compliant to protect sensitive patient information.
5. Staff Training – Our team is trained in both billing best practices and patient communication etiquette.
6. Workflow Example
Step 1: Insurance Processing & Account Review
• Confirm insurance claims are closed and patient balances are accurate
Step 2: Statement Preparation
• Prepare an itemized bill showing procedure codes, descriptions, insurance coverage, and patient responsibility.
Step 3: Statement Delivery
• Send statements through patient-preferred channels within 48 hours of claim resolution.
Step 4: Payment Reminders
• Send automated friendly reminders before due dates.
• Follow up with phone calls if the account becomes overdue.
Step 5: Collections Outreach
• Use respectful, solution-focused conversations to secure payment arrangements.
Step 6: Escalation (If Necessary)
• Engage a vetted, patient-friendly third-party collection agency only after all in-house options have been exhausted.
7. Technology & Tools We Use
• Practice Management Integration - Works with your existing dental software to ensure seamless posting and tracking.
• Automated Payment Reminders - Reduces staff workload and speeds up payments.
• Online Payment Portals - Improves convenience for patients.
• Secure Messaging - HIPAA-compliant communication channels for financial discussions.
8. Reporting & Insights

We provide monthly analytics to help you understand your billing performance:

• Average Days in AR - How long it takes to collect payments.
• Collection Percentage - Percentage of billed amounts successfully collected.
• Overdue Accounts Breakdown - By time bracket (30, 60, 90+ days).
• Patient Payment Trends - Helps identify opportunities for improved payment options.

These insights allow you to refine your approach and make informed business decisions.

9. Our Commitment to Your Practice & Patients

We believe that financial conversations are part of patient care. A respectful, understanding approach to billing and collections preserves relationships while keeping your practice financially healthy.

Our mission is to help you get paid what you’re owed without compromising patient trust. That means clear, error-free bills, open communication, and flexible solutions for patients facing financial challenges.

10. Conclusion

Effective patient billing and collections isn’t just about money—it’s about maintaining the trust your patients place in you. With our service, you can be confident that every interaction, from the first statement to the final payment, is handled with professionalism and care.

By partnering with us, you ensure:

• Timely, accurate billing that patients can understand.
• Respectful collections processes that protect patient relationships.
• Improved cash flow - that supports your practice’s growth.

The result? A financially strong practice, happier patients, and more time for your team to focus on delivering exceptional dental care.