Patient billing support
Patient billing support
Patient billing support means sending clear statements, posting patient payments and tracking balances so patients are billed the right amount at the right time. Patient phone calls stay with your front desk, or with a RevenueCTRL virtual assistant who works for your practice.
- Clear statements that match the insurance EOB
- Optional virtual assistant for patient calls, in English or Spanish
- Payment plans and respectful follow-up
Statements
Statements patients can understand
A good statement answers the patient’s questions before they call: what the visit was, what insurance paid and why they owe the rest.
We send statements only after the insurance payment or denial is posted, so the balance is right. Each statement shows the date of service, the provider, what was billed, what insurance paid or adjusted, and the patient’s share, such as a deductible, copay or coinsurance.
Before a balance goes to the patient, we check that it really is theirs. A denial marked as patient responsibility is sometimes a billing error that should be fixed with the payer instead.
Patient questions
Who answers patients’ billing questions
Your front desk answers patient calls, and we give them the claim details they need. If you want that handled for you, add a RevenueCTRL virtual assistant who works for your practice and speaks with patients in English or Spanish.
- Why they received a bill and what each line means
- How their deductible, copay or coinsurance was applied
- How to read an Explanation of Benefits (EOB)
- Whether a claim is still pending with insurance
- How to update insurance information or fix a coverage issue
- How to set up a payment plan under your practice’s policy
These are the questions a virtual assistant can answer for your patients. For your practice, a real person on our team replies within 1 hour during business hours, Monday to Friday, 9am to 6pm Eastern.
Payment plans
Payment plans that follow your policy
Many patients will pay in full if they can pay over time. We set up plans within the rules your practice sets.
You decide the terms, such as the minimum monthly payment and the longest plan you will offer. We record each agreement, post payments and flag missed payments. Your front desk or virtual assistant explains the options to patients.
Payments are taken and posted through the payment tools your practice already uses, so your records stay in one place.
A plan works best when it is offered early. We flag large balances as soon as they post, so the plan can be offered before the balance ages.
Good Faith Estimates
Good Faith Estimates and the No Surprises Act
Under the federal No Surprises Act, providers generally must give uninsured and self-pay patients a Good Faith Estimate of expected charges before scheduled care. This applies to therapy and psychiatry practices too.
A Good Faith Estimate lists the expected services, codes and charges. For ongoing care, such as weekly therapy, it can cover a period of time. If the final bill is much higher than the estimate, the patient may be able to dispute it.
We help you keep estimates in line with what you actually bill: we flag self-pay patients who need one, keep your fee schedule current and check bills against the estimate on file. Your practice remains responsible for giving the estimate and for compliance.
This is general information, not legal advice. Requirements can change and some states add their own rules. Check current CMS guidance or ask your attorney.
Compassionate collections
Collecting balances without losing patients
Most patient balances are paid when the bill is clear and the follow-up is kind. We follow up with courtesy, not pressure.
- 01
First statement
A clear statement is sent after insurance has paid or denied the claim.
- 02
Friendly reminders
Reminder statements and messages on a schedule you approve.
- 03
Personal outreach
Your front desk or your RevenueCTRL virtual assistant calls the patient to answer questions, fix insurance problems or offer a payment plan.
- 04
Your decision
If a balance stays unpaid, we tell you and follow your policy. Hardship discounts, write-offs and any referral to a collection agency are always your call.
Pricing
Part of full billing, or on its own
Patient billing support is included in our full billing service, which costs 2.5% of collections or a flat monthly fee. Practices that want a person handling patient calls can add a dedicated virtual assistant.
Common questions
What does patient billing support include?
It includes sending patient statements, posting patient payments, recording payment plans, tracking unpaid balances and fixing balances that should go back to insurance. Patient phone calls are handled by your front desk, or by a virtual assistant you add from our team.
Can you help our Spanish-speaking patients?
Yes. A Spanish-speaking virtual assistant can talk with your patients, and our team supports Spanish-speaking practices. Se habla español.
Do you send patients to collections?
Only if you decide to. We follow up with statements and reminders, and we tell you about balances that stay unpaid. Write-offs, hardship discounts and any collection agency referral are your decisions.
Do therapists need to give Good Faith Estimates?
Generally, yes, for uninsured and self-pay patients. The No Surprises Act requirement applies to most providers who schedule services, including therapists and psychiatric providers. Check current CMS guidance for the details that apply to you.
When should a patient get a statement?
After insurance has paid or denied the claim and the payment is posted. Billing the patient before that often means sending the wrong amount and fielding calls that could have been avoided.
Why do patients get surprised by their bills?
Usually because they did not know their deductible or coinsurance before the visit, or because a claim was denied and the balance moved to them. Checking benefits before visits and explaining costs up front prevents most of these calls.
Can you set up payment plans?
Yes. You set the terms, and we record each plan, post payments and flag missed ones. Your front desk or virtual assistant explains the plan to the patient.
Find out what your claims are leaving on the table
Tell us about your practice. We will review 90 days of claims and show you what is recoverable, at no cost.
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