Patient Billing Services

We treat your patients the way you'd want them treated. Billing inquiries are handled with professionalism and patience. We explain insurance EOBs in plain language, clarify contractual adjustments, help patients understand their financial responsibility, and answer questions without jargon or pressure.

Patient responsibility as a share of total healthcare revenue has grown dramatically over the past decade. The average deductible for employer-sponsored health plans exceeded $1,700 for individual coverage in 2024, and family deductibles routinely exceed $3,500. High-deductible health plans (HDHPs) now cover more than 55% of commercially insured workers.

For medical practices, this shift means that collecting from patients is no longer a secondary concern — it's a core revenue function. A practice with $2 million in annual revenue where patient responsibility accounts for 25% to 30% of collections is looking at $500,000 to $600,000 that depends entirely on effective patient billing processes. Accurate patient responsibility starts with eligibility verification before each visit.

The challenge is that patient collections behave nothing like insurance collections. Insurance payers follow adjudication rules and contractual timelines. Patients don't. They lose statements in the mail. They don't understand EOBs. They dispute charges they don't recognize. They need payment plans for balances they can't pay all at once. And if the billing experience is frustrating, they leave your practice entirely — taking all their future visits and referrals with them.

Go Medical Billing treats patient billing as a customer retention function, not just a collection function. Every interaction protects your patient relationships while pursuing the balances your practice is owed.

We follow a structured, multi-touch collection process that balances persistence with professionalism. Every step is designed to maximize collection rates while preserving the patient's relationship with your practice.

Day 1: Initial statement. Clear, professionally formatted statement mailed or emailed within 5 business days of insurance adjudication. The statement includes: date of service, procedure description in plain language (not just CPT codes), total charges, insurance payment, contractual adjustment, and the exact patient balance due. No confusing line items. No medical jargon.

Day 30: Second notice. A follow-up statement with a friendly reminder message. At this point, we also send a text or email notification if the patient has opted into electronic communications. Studies show that text reminders increase patient payment rates by 15% to 25%.

Day 45: Phone outreach. For balances above your practice's threshold (typically $100+), our team makes a personal phone call. This is not a collection call — it's a customer service call. We confirm the patient received the statement, answer any questions about the charges, verify their address if mail was returned, and offer payment plan options if needed.

Day 60: Final notice. A final statement clearly marked as such, with a deadline for payment or payment plan arrangement. The tone remains professional but conveys urgency.

Day 90: Escalation decision. For unresolved balances, we provide your practice with a recommendation: write-off (for small balances where collection cost exceeds the balance), continue internal pursuit, or refer to an external collection agency. You always make the final decision on escalation.

The easier you make it for patients to pay, the more they pay. It's that simple. Practices that offer a single payment method (mail a check) have dramatically lower patient collection rates than practices that offer multiple, convenient options.

Online patient portal. Patients can view their balance and pay 24/7 through a secure web portal. No phone call needed, no stamps, no waiting for office hours. Online portals consistently have the highest patient satisfaction scores for billing interactions.

Text-to-pay. A secure link sent via SMS that takes the patient directly to a payment page. One tap on their phone. This method has the fastest response time of any patient billing channel — most payments arrive within 24 hours of the text.

Automated payment plans. For balances above a set threshold, we offer structured payment plans with automatic monthly charges to a card on file. This converts a large, intimidating balance into manageable monthly amounts and virtually eliminates the need for follow-up statements on that balance.

Credit card on file programs. With patient consent, we keep a card on file for copays, deductible amounts, and residual balances after insurance processes. This is the gold standard for point-of-service collection and dramatically reduces aged patient A/R.